Consumer complaint received 2022-07-19
Company: JPMORGAN CHASE & CO.
State: OR
Product: Money transfer, virtual currency, or money service
Sub-product: Domestic (US) money transfer
Issue: Fraud or scam

Complaint:
On XX/XX/XXXX we used our Chase bank account to send a XXXX transfer in the amount of {$2000.00} to someone we know. When on my Chase account it prompted me to enter 3 fields. Name : XXXX XXXX, Phone # XXXX and email XXXX. Then you hit the " next '' button and one recipient came up " XXXX XXXX '' registered to " XXXX '' ( her recently deceased husband ). I sent the transaction and they never got it. Turns out I put in email incorrectly it should have been XXXX. Why did XXXX XXXX come up as correct recipient if fields did not match?? I called Chase immediately upon realizing mistake and they said they would have to file a claim with XXXX and look into it. How do the fields not match, but come up with the correct peoples names?? My receipt has their name on it. Chase had told me it went to a XXXX XXXX account ending in XXXX. This is also the bank that our intended recipients use. They would not give me names where my money went. 

When we looked into the email address XXXX via internet searches we find a XXXX XXXX XXXX. We have tried to contact her via email, XXXX and phone. No replies. 

We have contacted Chase several times to gather information and inquire about what they are doing. On Monday XX/XX/XXXX we called and they told us they closed the claim because I initiated the transfer so it is not fraud. I called XXXX and they told me sorry " we have no safeguards '' basically we need to contact person it went to and see if they are willing to give it back. Well that would be great if Chase or XXXX would tell us were it went. We then called XXXX XXXX fraud department who told me that a transfer like that should not happen unless the email and names match. They told be they are willing to talk to Chase Bank ( call must be initiated by Chase ) and if the two fields were not met on transfer and it was placed in wrong account then they would be able to purge account and get our money back. XXXX XXXX also stated that Chase Bank should be able to tell us where our money went. I then spoke with Chase Bank 's Fraud department again and they were unwilling to do anything more because this is not considered fraud but my mistake. They will not give us any information ( originally before claim they gave me the last 4 of account I listed above ). 
I have banked with Chase for 30 years and they are not willing to make a phone call and see if there has been a mistake. 

My husband went to the Chase Bank in XXXX XXXX Utah XX/XX/22 after these unsuccessful phone calls and sat with Bank Manager XXXX He had my husband ( XXXX XXXX XXXX ) request via XXXX a return of money from recipient. He felt there should be further investigation and attempt to get money back. Said he would see what he could do, but first try contacting the person we are thinking it went to ( XXXX XXXX ) just in case it is a simple error. We have done this- again no reply. Not sure she exists. He told us he would contact us and never has. 

I would like to know where our money went ( to whom ). I want Chase to call XXXX XXXX and see if they can find out person 's account it went in and contact them and make it right.

Company response to consumer: Closed with explanation