Consumer complaint received 2022-08-15
Company: JPMORGAN CHASE & CO.
State: CA
Product: Money transfer, virtual currency, or money service
Sub-product: International money transfer
Issue: Other transaction problem

Complaint:
Hi there, I am writing to you as I am truly desperate. I have been trying to solve this problem with Chase now for almost 3 months, but I don't feel they take the matter seriously. 

I made an international wire transfer of XXXX on XX/XX/2022, online, with my business account and sent the money to a business partner in XXXX, who helped me with different projects while starting my business. On XX/XX/XXXX, the transaction was marked as " processed '' in my business account. 2 weeks later the gut I sent the money to asked me about the money that has never reach his account. So I started investigating. I called the Chase customer service who assured me that no money can be lost. As told, I sent an inquiry by their secured message center. I received a standardized response telling me that someone would reach out within 2-3 business days. No one did. I sent a couple more messages. Nothing happened. About two weeks later I sent an email to the lady at the branch who set up my account asking if she could help me. She sent a couple of emails, nothing happened. So at some point she transferred the case to the Chase escalation team. A couple of days later, they called me. I was handed over from person to the other, just to be told I would need to speak to someone at the branch, as they could only work on cases related to fraud. 
So I made an appointment with the VP of my local branch - and I must say I was truly shocked by the way I was treated. The VP basically told me that he has cases like this that have been going on for months and there's basically not much the bank can do. 
I asked him what happens if they can't track the money and he told me there was nothing they could do. They would try but no guarantee I would get back the XXXX ( XXXX $ - the exchange rate they gave me!!! ) even though they obviously took quite a lot of money for this international wire transfer. 
They also tried to blame me for the loss of the money as I haven't written down the first name of the recipient, even though it's pretty clear that there is no way money can get lost if you put down the correct 12-digit IBAN, which I did. Then he tried to blame the recipient bank - I called them, they aid only the bank that sent the money can track it. It's one of the biggest banks in XXXX, no way they would lie to me if they had received the money. 

Next, I sent an mail to the branch manager and told him I would get a lawyer if they don't do anything, as I am truly desperate. I just founded my TV production company, it's still early days and people not receiving their fees and salaries is really super damaging for me. Also I don't make huge amounts of money right now.

As a consequence, he aid he has to transfer me to the escalation team now as he can't do anything for me as I mentioned getting a lawyer in my email.

The escalation team closed my case and opened a new one. Apparently because they investigated a fraud before instead of money just simply being lost. So everything starts all over again. Today I received a cal by the escalation team telling me it will take up to 90 days ( AGAIN!! ) to hear back from the department that investigates cases like mine. 

So in case they state this hasn't been going on for a while. Not true! They just closed my case and opened a new one. 

I am really desperate by this point. The whole matter has started to affect my health. I feel sick and I am super worried all the time. I feel I can not really breath until this is finally solved and the fact that no one at Chase seems to care is a really horrific experience.

I am truly thankful that there's an organization like yours and I really hope you guys can help.

Let me know what kind of documents you need. If you need screenshots of emails and messages. I don't know if that helps though as they have basically rarely reacted to anything. 

My warmest regards, XXXX

Company response to consumer: Closed with monetary relief