Consumer complaint received 2019-12-10
Company: JPMORGAN CHASE & CO.
State: KY
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Funds not handled or disbursed as instructed

Complaint:
This is a second complaint because the first complaint was closed however Chase Bank did not do anything.  Complaint CFPB #XXXX-XXXX  and Chase Bank # XXXX XXXX XXXX  from the Chase Bank executive office was to handle this complaint however she has not properly handled it.  I also called her on XX/XX/2019 left a message and she returned my call that day.  When I spoke to XXXX XXXX regarding why Chase Bank had not properly looked into where my XXXX  transfer of funds went she gave the same answer I had heard.  "It was processed and completed"  XXXX  was dismissive and had no good answers where my money went to.  The original transaction occurred onXX/XX/2019, it was a real time transfer from Chase Bank and was supposed to go to my XXXX XXXX XXXX  account for XXXX.  I have made other transfers like this many times however on this occasion the funds did not come into my XXXX account and are still missing.  The money was taken from my Chase Account but not put into my XXXX XXXX account.  XXXX XXXX at the Chase Bank executive office tried to claim the money was deposited into my XXXX XXXX  account however IT WAS NOT AND IS STILL NOT also she tried to tell me it was XXXX XXXX problem and not Chase Banks.  Chase Bank is the issuing bank where the funds were  I have talked to XXXX XXXX   repeatedly and again on XX/XX/2019and they still have never shown funds coming in from Chase Bank into my account.  This is Chase Bank issue and they are not handling it.  Also when talking to XX/XX/ from executive office I ask when she had talked to anyone from XX/XX/, she replied she hadn't even though she had told me when she called originally to say she would be working on my case she said they would talk to XX/XX/.  Also I askXX/XX/for if she had anyone from Chase Bank IT department or technical service had looked into where the money went electronically, did they follow the funds and where was the proof so I could see.  I don't just wasn't the transaction number and the fact that it says it completed correctly because I know it didn't  If it had completed correctly I wouldn't have to file complaints and I would have my XXXX but I DONT.  I WANT MY MONEY it has now been a month and I am still missing XXXX  from a transfer issued from Chase Bank.  When we ended the call on XX/XX/2019 XXXX XXXX claimed she would call me bank.  I have yet to hear anything from anyone at Chase Bank regarding my lost XXXX   transfer.  I want my money and I expect Chase Bank to help they are the initiating bank and yet they have been absolutely no help.  Where is my money  Also I will file a complaint for XXXX XXXX and expect Chase Bank to look into my missing funds and they should be talking to XXXX XXXX to find out what happened to my money.  It is completely unacceptable for Chase Bank to be dismissive of me and the loss of my XXXX also they tried to say it went through and has blamed XXXX XXXX  the receiving bank without even talking with that bank.  Chase Bank you are responsible, you are the issuing bank.  I do not have my XXXX and it was your bank that made the transfer.  I want my money returned to me and in my account.  I have contacted XXXX XXXX  customer service multiple times inquiring about the receipt of the transfer of XXXX from my Chase account into my XXXX XXXX account.  Each time XXXX XXXX  looks I am told they show no transfer coming into my account and then they look on the back end to see if something went wrong and I am told by XXXX XXXX they show no transfer of he XXXX coming into my account on XX/XX/2019   Where is my money!!!!!  I want my lost XXXX  Chase Bank.

Company response to consumer: Closed with explanation