Consumer complaint received 2021-06-22
Company: JPMORGAN CHASE & CO.
State: NJ
Product: Money transfer, virtual currency, or money service
Sub-product: International money transfer
Issue: Other transaction problem

Complaint:
CHASE DEPOSITED A WIRE INTO THE WRONG ACCOUNT - NOT THE BENEFICIARY ACCOUNT LISTED ON THE BANK WIRE TRANSFER FORM AND SAY THEY ARE NOT LEGALLY RESPONSIBLE FOR THE BANK ERROR. I went to a Chase branch and asked a personal banker to complete a wire {$13000.00} to the XXXX on XX/XX/XXXX. The banker asked me for the. information she required to complete the form and printed it for me to sign. She submitted the wire and informed me a few minutes later that she received confirmation that the wire was completed successfully. However, the wire funds never arrived at the beneficiary on the wire form ( see attached affidavit ) nor were they returned to me as an unsuccessful transfer. Chase could not tell me. where the wire funds went. From XX/XX/XXXX I asked Chase to find or return the wire funds and they failed to do so. Chase would not acknowledge the funds were lost or misplaced. Chase claimed they had no ability or responsibility to find the funds. Chase said all they could do was ask the receiving bank, XXXX and that they'd asked XXXX and XXXX weren't responding to them. In XX/XX/XXXX, based on advice, I requested the XXXX number for the wire from Chase. I gave the XXXX wire information to the intended wire beneficiaries in the XXXX who contact XXXX XXXX XXXX Department to chase the wire. In XX/XX/XXXX XXXX XXXX XXXX department acknowledged to the intended beneficiary that the funds were wired to the WRONG account, an account name and account number different the one listed on Chase the wire form, and that account was now closed. XXXX acknowledged this is an unusual bank error because the beneficiary the funds were wrongly sent to did NOT match the beneficiary account name or account number on the Chase Wire form instructions and usually the banking system would not let such wire mistake go through. XXXX implied it might be due to an error from Chase Bank, that likely Chase put the wrong numbers into the XXXX transaction. XXXX told the intended beneficiary that it was Chase 's error and told them to contact the sending bank, Chase for resolution. I relayed this information to Chase. From XX/XX/XXXX - XX/XX/XXXX despite repeated inquiries and demands for an investigation Chase have have ignored this missing wire which XXXX admitted was credited to the wrong XXXX bank account and failed to locate the funds or return the funds to me. Chase Executive Team have stated to me on the phone that they executed the wire accurately to the beneficiaries on the wire form and that they are NOT legally responsible for wiring the money to the beneficiary listed on the wire instructions. I have requested documents and evidence from Chase showing the wire was sent successfully to the correct recipients as they claim and proving Chase 's assertion that it included all the correct wiring instructions. Chase have failed to provide any evidence that the wire was executed successfully and have ignored my emails and calls requesting this. I called and emailed Chase over 20 times and they have failed to respond to my calls and provided no new information. In my last interaction with Chase on XX/XX/XXXX, they confirmed again they can't help me and they do not have to provide me with documentation or evidence related to my wire. Chase Executive Team say they do not have authorization to share any documentation with me.

Company response to consumer: Closed with explanation