Consumer complaint received 2020-04-07
Company: JPMORGAN CHASE & CO.
State: CT
Product: Money transfer, virtual currency, or money service
Sub-product: Domestic (US) money transfer
Issue: Other transaction problem

Complaint:
I initiated a wire transfer online on XX/XX/XXXX for {$25000.00}. I received a text from Chase 's  fraud department on XX/XX/30 to confirm that it was me who sent the wire. I replied " Yes '' to confirm. I then received an email saying my wire transfer was sent. Great. On XX/XX/XXXX, I get a call from my personal banker, XXXX XXXX ( XXXX Chase Branch ), just checking in and seeing how I am doing amid Covid. Nice guy, and sweet of him to check in. I tell him all is well, we discuss the XXXX loans and hang up. I call back a little while later and ask if he can check the status of the wire since the recipient has not received it yet. He tells me he sees that Chase sent the wire on XX/XX/30 and that it might take a day for the recipient to see it or accept it. On XX/XX/XXXX I receive word again from the recipient that they do not have the funds. I try to request additional wire information via the online portal on chase.com. I get an error that says " It looks like this part of our site isnt working right now ''. I try again the following day, same error. I try again the next day, same error. I am now increasingly concerned about the location of my funds. I try to call XXXX and he does not answer, so I email XXXX asking him to help me resolve the issue. No response. I try to call him again on XXXX and email him again in the morning, this time cc'ing the branch manager XXXX XXXX . No response. I call customer service, they transfer me to the wire department. The wire department is not staffed, but rather is a recording saying to submit an inquiry online in the secure message center. The online wire trace form does not work. I send a general message through the secure message center since there is no option for wire inquiry in that system. I get a message back saying that it can take over a week to receive a response due to high volumes. I understand that we are in a pandemic, but this is completely unacceptable to have my money be missing for so long and not be able to contact someone for help. I call customer service back. Eventually I speak with another representative who tells me to go to branch for help. I go to a local branch for help. The lobby is closed and only the drive thru is open. I speak with someone there, give her my information and she tells me to wait a few minutes while she looks into the transaction. I wait and eventually she tells me that I can give their wire research department a call and to expect long wait times. I am disappointed that she could not help, but understand and drive home. I call the wire research team, luckily I didnt have to wait too long. Unfortunately, they tell me that this a business line and I need to be transferred to a personal wire team. Okay no problem. She transferred me to the voice recorded message that I was sent to earlier that day that says to submit a message online. How infuriating. I call customer service back and explain what has happened and how I can not wait to hear back for a week or more about the status of my wire. I finally get a nice guy on the phone from the online tech support team of all places. He tries to get someone from the wire department on the line and is also unsuccessful. He advises me that he thinks the best option is to dispute the transaction and transfers me. After another extremely long hold, I get another woman named XXXX on the phone. She tells me that she can not dispute the transaction since I initiated the wire. She also tells me that the wire department, that is not accepting calls, is the only department that can trace the wire, or cancel it. This is absolutely absurd that no one can help me resolve this issue in a timely manner. I call back the customer service line, explain my situation, and they again try to get someone from the wire department on the line to no avail. She tells me that Chase has closed the entire division, and everyone is working remotely. I do not understand how corporate could make such a decision and not have a workable plan in place to resolve customer issues in a timely manner.

Company response to consumer: Closed with explanation