Consumer complaint received 2020-02-14
Company: JPMORGAN CHASE & CO.
State: FL
Product: Money transfer, virtual currency, or money service
Sub-product: International money transfer
Issue: Confusing or missing disclosures

Complaint:
I am a former XXXX, but I live in Florida for the last 4 years, I am a XXXX XXXX holder. I do or receive often Wire Transfers since XXXX. It was the 1st time that I received one in my Checking Account at Chase. 

On XX/XX/XXXX, I received from XXXX ( XXXX ) a deposit of {$3600.00} USD in my bank account. The only thing that I see online, or on my App, exactly this : " FOREIGN REMITTANCE CREDIT B/O : JPMORGAN CH ... ''. 

I am surprised that I can not have any basic informations. I need to verify if the amount sent in XXXX was the amount they were suppose to send. I need to know : - The original amount send in CAD $ - The Exchange Rate - The Date they initiated the Wire Transfer - To see if Chase took a fee, or another convenience fee somewhere That is an amount that I need to report as an earning in XXXX, to the IRS. Of course, to make sure that I am honest, I need to prove, just in case, that : - The amount that I received in US $ is equivalent to the CAD $ at the Exchange Rate of that moment. My US $ amount will become the amount of earning for the IRS. 

Here my long and painful journey, just to get some basic informations on a Wire Transfer. I don't know if Chase thinks that we just need to be happy that money appeared in your account and no need explanations. 

1. I called Customer " Care '' Dept, the agent told me that will cost me {$15.00}, and they will send the information by mail ; delay 15-20 business days. - ( 25 min call ) 2. I called back the same service, I did not believe the 1st agent, this one transfer me to another Department. I spoke with XXXX ( No last name, No employee # neither ) and he told me that he can tell me verbally the info but he has limited access. He wanted to transfer me to the Wire Transfer Unit and I was unable to continue at that point, he gave me the phone number instead. - ( 48 min call ) 3. I went at my Branch located in XXXX XXXX on XXXX XXXX XXXX, I went to see the teller who told me that he can read with limited access, so he can not print and give me a receipt. No bankers were available, so I left - ( 35 min ) 4. Today Friday XX/XX/XXXX, I went to the Branch for a deposit, and again I asked the teller who told me to see a banker. I sat there waiting for a banker who told me that the teller should be able to do it. I said stop. Finally we all agreed that neither the teller or banker can print a detail receipt as they have limited access. The banker gave me another phone number to call. 
While still in the bank, I called and spoke with XXXX, she told me that she can give me the information, after almost 6 minutes of security questions to make sure that it is really me. I started to walk to exit the bank and go for lunch. I asked her, can you please send me the receipt by email? No she can not, security purpose of course. I told her that I am receiving many emails in my Secure Inbox on Chase 's website or App. But she said impossible for her to do so. She told me that she can send an email to an employee of the branch, but she needs me to ask someone at the branch for his/hers email address. I'm fuming but silent, I walked back to the Branch and the two tellers are busy, and line-up, the two bankers busy and another one is waiting. I saw a guy, who is the financial advisor if I remember well, I told him the situation and that she's online with me waiting to speak with someone that she will be able to identify to be able to send an email, and then, that person will print the email, for me to finally get the basic details of my Wire Transfer that I received. The financial advisor told me that he can not do that, and the only thing I can do is to put my name on the list and sit and wait for a banker. I told him, I can not do that with her on the phone with me while waiting, that can take 20-30 minutes who knows. 
12 % battery left on my cell XXXX told me that it is ok for her to wait, yes of course but not for me. So, I left the bank and asked XXXX to speak with a supervisor, she was not happy, she put me on hold and never came back - ( 1 hour 18 min ) 9 % battery left on my cell I called the customer care in the USA, after explaining all the story, she told me that she is, I quote, " just '' an agent and after I finished, she told me that she needs to transfer me to the right Department. I wanted to make sure that she will not transfer me to the same prior dept in the XXXX, and she confirmed that was in the USA. 
- ( 13 min call ) Someone finally answered ... from the XXXX and was really motivated to help and fix the problem. After 42 more minutes with her over the phone, she asked me if I wanted to send a Wire Transfer or Receive one. I just hung up totally discouraged. After 42 minutes, she doesn't have a clue what I was calling for. What did she do all that time? I have no clue AND 3 % battery left.

As of now, I spent over 4 hours to get a basic standard simple information, I went 2 times at the branch, and I was " schlepped '' from one to another.

Company response to consumer: Closed with explanation