Consumer complaint received 2021-10-29
Company: JPMORGAN CHASE & CO.
State: CA
Product: Money transfer, virtual currency, or money service
Sub-product: Domestic (US) money transfer
Issue: Wrong amount charged or received

Complaint:
On XX/XX/XXXX I took a distribution of {$15000.00} from my XXXX XXXX retirement plan. On XX/XX/XXXX I reached out to XXXX XXXX to check the status of my disbursement, this is when I found out that I had mistakenly omitted a number from my account. 

Right after discovering the error my wife reached out to JPMorgan Chase & Co to inform them of the mistake. She provided the Customer Service/Claims Department with our account and the account number to which the funds had been transferred. Chase verified the account given to XXXX XXXX by mistake was active Chase accounts and the funds had been deposited to that account. She was told the funds would be rerouted to our account once Chase verified that the account number and name didnt match. She reached out to Chase once more the following week after seeing no deposit to our account. She was then informed that since it was an ACH deposit Chase didnt verify name on account and account number. She was told that the sender had to do a recall of the funds, which they had on XX/XX/XXXX. Since then we have been trying to get a resolution from Chase without any success. Throughout this time we have received just one notice from Chase, in which it acknowledged our complaint and stated a case had been opened and closed without any resolution. Notice was received on XX/XX/XXXX. 

Since the beginning of the incident my wife and I have been in contact with Chase via different departments on the phone and two separate local branches ( XXXX XXXX and XXXX ) and given different information. At one point in late XXXX we were told by one of your phone representatives that funds had been returned to the sender which was not true. 

We have been in contact with multiple departments, Chase Claims Department, ACH Department, Investigation Team, Back office, Fraud Prevention , Operating Loss Prevention Department, Escalation Department, ACH Research Department, Central Operations Department, and two local branch bankers in XXXX and XXXX XXXX, California. 

We were informed sometime in early XXXX that {$5000.00} had been withdrawn from the account from which the funds had been deposited. During this time my wife was in contact with XXXX in the Escalation Department and was told that they would only be able to give me {$10000.00} and we would have to take a {$5000.00} loss since the complete funds were no longer available. This was before the COVID-19 started. XXXX with the Escalation Department also informed my wife that the account to which funds had been deposited would be frozen and eventually closed to prevent further withdrawal of funds. According to XXXX a check would be sent, but it was never sent. 

XXXX XXXX resubmit recall documents along with proof that funds belong to me to your XXXX XXXX ( XXXX XXXX XXXX XXXX ). XXXX XXXX submitted documents to the appropriate department but was informed that the process needed to be done by XXXX XXXX and not myself, despite documents being faxed by XXXX XXXX. Per XXXX XXXX from your XXXX branch XXXX XXXX resubmitted a recall in late XX/XX/XXXX as requested by the internal department she was working with, which was denied by Chase because account XXXX had been closed. XXXX and I knew account XXXX had been closed early XXXX but she doesn't understand why Chase denied the request. 

After filing a complain with XXXX on XX/XX/XXXX which we currently have open Chase has refunded {$8400.00} out of the {$15000.00} on XX/XX/XXXX. But refuse to refund the remaining balance of {$6500.00} stating that money is not available on account.

Company response to consumer: Closed with explanation