Consumer complaint received 2018-05-25
Company: JPMORGAN CHASE & CO.
State: CA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem making or receiving payments

Complaint:
Around XX/XX/XXXX I had opened a bank account with Chase because they had very good promotions at the time. I closed my current account with a different bank. While I was opening my account with Chase they promoted XXXX and said it was an easy way to make payments to people. We did it with my boyfriend and it went through fine. I was under the impression that it was only within Chase. On XX/XX/XXXX I went to my chase app & used XXXX to pay my landlord {$1400.00}. Chase had advised I can send payment through XXXX using phone number or email. Because I wanted to make sure it got to the right person I inputted Name, phone number and e-mail. I triple checked everything before hitting submit and everything was correct. On XX/XX/XXXX I get a call from my landlord saying that he has not received my rent payment. I obviously was humiliated and called Chase right away to find out what is going on. They verified the transaction and said that XXXX sent payment using the phone number. I asked why since I inputted email as well and they told me the system just chooses one since they only need one. He searched XXXX 's data base with the phone number I used and said that it was sent to a XXXX XXXX who has XXXX XXXX XXXX. I was confused because I thought it was only within Chase and he said no, it is with all banks. So I said I wanted to file a dispute because it wasn't suppose to go to her and I was very disappointed that Chase is promoting an app that does not even verify all the information to make sure it is being sent to the right person. They told me that it takes about 5 days to investigate so I waited. I called Chase on Wednesday, XX/XX/XXXX to see what was the outcome because I have not received a call from anyone. I come to find out that they closed the claim ( again, without calling me ) because they determined it was a fraudulent claim and it was " customer initiated ''. I asked to speak to a supervisor and she was terrible telling me that it was my fault because I entered the wrong phone number. I told her that is incorrect, it is the right phone number for my landlord I don't understand why this lady is using his phone number. Which just shows you how insecure XXXX is! The next day on XX/XX/XXXX I went to a Chase branch and spoke with the Manager XXXX, he called customer service about my situation and he was as surprised as I was! He didn't understand how they do not verify the person we are going to send money to! He said that at this point we can not call XXXX because they will direct us back to the bank, and the bank can't do anything because it is a " third party ''. He said the only thing we can do is sent a request to the same phone number through XXXX for {$1400.00} and see if the person will pay it back, which I did and included a memo saying it was my rent money. Unfortunately, they did not return the money to me. I want to the XXXX XXXX XXXX branch after to see if they can give me any info on this person that received my money or any idea what I should do and they said due to security and privacy, we can not give you any info on the person. I called the dispute dept at Chase to see if they can escalate my problem and spoke to a supervisor named XXXX and she said that XXXX contacted XXXX XXXX XXXX to contact the recipient but the retrieval of funds was unsuccessful which meant either the person is not cooperating or they could not get a hold of them. I am in disbelief that a Bank can promote such an app. I thought my money was safe and I though I was backed up by my bank but unfortunately Chase is just wiping their hand on the customer and not doing anything about it. Now I am on the verge of being evicted due to not paying my rent. I do not make money like this everyday that I can make a double payment!

Company response to consumer: Closed with explanation