Consumer complaint received 2022-07-28
Company: JPMORGAN CHASE & CO.
State: NJ
Product: Money transfer, virtual currency, or money service
Sub-product: Domestic (US) money transfer
Issue: Fraud or scam

Complaint:
Good afternoon.We are asking for an investigation into our CHASE Bank CASE XXXX. Federal reference XXXX XXXX XXXX. XXXX XXXX XXXX Case XXXX XXXX. On XX/XX/2022 we sent a wire transfer from our Chase account in the amount of XXXX to XXXX XXXX for our son tuition payment. The wire was completed at the Chase branch located at XXXX XXXX Mt XXXX XXXX in XXXX NJ XXXX. We wired the money from Chase to XXXX XXXXXXXX XXXX which is XXXX XXXX XXXX. The money left our account at the same day but school never received the money from XXXX  XXXX XXXX. The Chase branch manager in XXXX XXXX XXXX advised us everything was filled out properly. We confirmed that this domestic wire to XXXX XXXX XXXX contained all the appropriate information. Our son was at risk of missing the semester if the school did not receive the money on time. Therefore, we were left with no other choice but to overnight a check for XXXX directly to the school. This is money we really XXXX not have. After a week, the school was still without the wire payment so we requested a recall of the wire on XX/XX/2022. On XX/XX/XXXX we were advised that the wire did not contain our son date of birth. There was no field requesting his date of birth when we completed the wire so how would we know to include this information. The wire contained his full name, college ID and home address. In hopes of having the recall completed, we provided the information in a secure message to Chase. We then received an email that we would need to wait 5 days. Then we received an email requesting our authorization to recall the wire and we did so immediately. We then received another response that we again need to wait 5 days. XXXX XXXXXXXX XXXX has confirmed they received all necessary information on XX/XX/XXXX and yet we still have not had our money returned to us. The money is still sitting in limbo almost 2 months from the date of the wire. We feel Chase is not doing anything to help us get our money back. We sent a lot of secure messages to Chase and all responses we receive are we have to wait 5 days. It is unfathomable that a franchise like JP Morgan Chase is treating us so poorly, and they have done absolutely nothing to help. This situation has caused us unnecessary stress and financial woes. On top of that, the next tuition payment is due and we are scrambling trying to come up with another XXXX. We are looking for your help to have the wire recalled and have the funds returned to our Chase account or forwarded funds to XXXX XXXX account for our son 's tuition payment. This is money we have been saving for his education. We was so happy that now our son finally can go to XXXX XXXX and his dream will come true. Now the next semester is coming and next payment is due but we still can not get our money back. Please advise what I can do to get my money back and if there is anything I can do to make XXXX  XXXX XXXX and Chase accountable for all the stress and financial aggravation they have caused. I can be reached on my call XXXX. Sincerely, XXXX XXXX.

Company response to consumer: Closed with explanation