Consumer complaint received 2018-06-14
Company: JPMORGAN CHASE & CO.
State: NY
Product: Money transfer, virtual currency, or money service
Sub-product: Domestic (US) money transfer
Issue: Money was not available when promised

Complaint:
What Happened? 
I instructed Chase to wire funds for me to XXXX XXXX XXXX   to pay a monthly mortgage they service. I gave Chase all the information required to wire funds, but it turns out and they never executed the wire, As a result I had to pay a late charge of {$440.00} to XXXX XXXX ( the bank that services the mortgage ) I wrote a lengthy letter to Chase, explaining what happened and why I thought Chase should reimburse me for the Late Charge ( because they failed to executive the wire transfer ) I was notified by Chase yesterday ( XXXX in Chase Executive Offices on XXXX XXXX XXXX, XXXX, XXXX ) that Chase will not reimburse me for this {$440.00} Chase made no errors was basically her explanation. ( *XXXX- XXXX, x XXXX ) She was responding to a detailed recap that I sent to Chase, explaining Chase 's failure to execute the wire transfer resulted in me being charged a late chargae of {$440.00}. 

Net net, Chase is the custodian of my funds in this account. As such, Chase has complete control of the wiring process of funds from my account- from start to finish. 

It was Chases suggestion that I do the wire transfer directly with the Chase Private Client banker via their XXXX Chase Private Clinet service line rather than in-person at the Chase branch where I bank. 

I reiterated that the customer has no control of the wire process.It is handled 100 % by the bank The banker handles the wiring of funds process from start to finish, whether in person or on the telephone. 

I gave the Chase banker on the Chase Private Client Help line, ( XXXX ) who handled the wire request from me, all the information he requested ( Recipient, Account number, Bank name, Bank routing number, ( XXXX/XXXX XXXX ). 

My call to him to wire the funds, began with his required notice to me that this call is being recorded for security and customer service purposes. I gave my permission to record it. 

A few days later I received in the mail from Chase regarding this transaction, a screen shot of a summary of the inoformation Chase recieved from me earlier, for the wire. The headline is Finished. Across the top of the screen shot is the heading Confirmation It shows they had all the information necessary to complete the wire transfer. There was every reason to believe the wire transfer was made. 


In the envelope from Chase, with the screen shot, there was no forwarding letter, no other message. Just this screen shot. Certainly nothing that would indicate to me that the wire was never sent. 

That is the only communication I have ever had from Chase on this wire transfer. 

Based on all of that I assumed the funds were wired successfully until I received a message from XXXX XXXX ( who services the mortgage ) notifying me the mortgage  payment was not received and there is now a Late Fee of {$440.00} I immediately went to my Chase banker to find out what happened to the wire. 

( I am a Chase Private Client ) I suggested to him that he retrieve a copy of the Recording of my phone call requesting the wire. He said he unable to obtain it. 

Then when I called the Chase Service line that handled the wire transfer, I was informed we do not have it. We only keep them ( the recording of the telephone message ) for 30 days. I was flabbergasted by that statement. 

In XXXX  call to me yesterday ( XX/XX/12 ) explaining why Chase was denying my request to be reimbursed, her comments indicated they in fact they still have the recording. When I asked her if she had the recording, she replied " it did not show any error made by Chase on this wire. 

Before I sent the letter to Chase Executive Offices, ( where XXXX works ) I called the Chase Private Client service line that handles wire requests over the phone, to find out why the wire did not go thru. And I asked them to give me a copy of the recording made when I called Chase to initiate the wire. They said we only keep those for 30 days Chase was not truthful with me about the existence of the recording of my phone call making the wire request. 

In summary, I did everything I was asked to do by the Chase banker handling the wire. The wire did not go thru and I was never notified by Chase that it did not. 

I would appreciate your assistance on this. Please let me know if you have any questions Sincerely, XXXX XXXX XXXX

Company response to consumer: Closed with explanation