Consumer complaint received 2019-04-29
Company: JPMORGAN CHASE & CO.
State: UT
Product: Money transfer, virtual currency, or money service
Sub-product: Domestic (US) money transfer
Issue: Fraud or scam

Complaint:
On XXXX XX/XX/2019, I made a {$300.00} payment to an online retailer using Chase quick pay with XXXX on the Chase website. I realized that this was a scam website after no confirmation, product, or response to any inquiries regarding the order and contacted Chase to get more information about the transaction to attempt getting a refund through the retailers bank. 

I contacted Chase via a secured message on XX/XX/2019 explaining what happened and asked " Is there a way to reverse this transaction, or do you have a contact at XXXX that can give me more information about the recipient? '' That XXXX, my message was reviewed and I received a response restating my original email and informing me that " The transfer has been completed. However, as you mentioned that the website is a scam while we can handle most inquiries by email, some require the expertise of another team. In order to assist you better in regards to the refund we request you to call our Consumer Online Technical Support Team. '' I called the number listed in the email and explained my situation to then be transferred to the claims department. I was directed to call XXXX and ask them about the transaction because Chase did not have any information outside of what I provided when initiating the transfer. I felt like this agent was trying to get me to end the call as quickly as possible and I had to interrupt her closing script to ask for a contact number at XXXX and didn't have an opportunity to get any information about what the right questions would be to ask XXXX or what words and phrases I should use to get the information I was looking for. 

I called XXXX who's automated system initially directed me to call my bank because I used the banks app to initiate the transaction. I called XXXX again to navigate their menus and talk to a customer service agent. They told me that all of the information about the transaction would in Chase 's system because I used the banks app to perform the transaction. She stayed on the line with me until I understood everything that I should ask and had a better understanding of the situation. I ended the call and called chase again. 

When I called chase the second time, the agent tried to look up the information about the receiving bank but could not find any additional information. She then asked me why I needed this information and I explained my situation again. I was once again transferred to the claims department, who told me that I needed to contact XXXX to get the information I was looking for. After I told her that I had already contacted them, she finally admitted that there was nothing that she could do due to the nature of the transaction and that these types of transactions are not secured. She said that Chase had no information about the recipient other than the email address that I inputted and that the recipients banking information was not kept in the system. In both phone calls, they asked if I initiated that transaction, and used that to absolve themselves of all responsibility in regards to this matter. 

During this whole process, it felt like Chase was not transparent about their policies regarding these types of transactions nor were they helpful in helping me get any information about the situation. These transactions are advertised as a " fast, safe and easy way to send money, '' but seem to be a dangerous way to do business. I feel deceived by Chase 's advertising and further victimized by the way I was treated by the members on their customer service team.

Company response to consumer: Closed with explanation