Consumer complaint received 2023-04-04
Company: JPMORGAN CHASE & CO.
State: FL
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Funds not handled or disbursed as instructed

Complaint:
XXXX Real time transfer of {$2800.00} created and sent through Chase checking account to XXXX XXXX  checking account. Note : Transfers have been made to this exact account before with no modifications or changes made to account information. 

XXXX Contacted Chase in regards to the real time transfer. Chase stated that it has to be on XXXX XXXXXXXX XXXX side of the transfer because it has completely cleared the Chase account. Contacted XXXX XXXX  and provided them with the transaction ID and other transfer information. After approximately XXXX minutes of searching on XXXX XXXX XXXX side, XXXX XXXX  was unable to locate the transfer anywhere within any of their systems. Contacted Chase again they said to wait 24-48 hours from when the transaction was performed and if it was not in the account by XXXXXXXX XXXX EST on XX/XX/2023 to re contact Chase and submit a dispute on the transfer. XXXX XXXX  account as been checked approximately- 50-60 times within this time frame and funds have not arrived to the account. 

XXXX After verifying that the funds have not reached the XXXX XXXX  account, I re contacted Chase again. Chase customer service representative began rechecking everything that they have previously checked. And informed me, yet again, that I would have to submit a dispute with their claims department. Chase transferred me to the claims department. The claims department states that they can not assist me or submit a dispute because the money has cleared Chase Bank. I called XXXX XXXX  to have them double check that they can not locate the transfer via the transfer number. The XXXX XXXX  customer service supervisor informed me that there should be a XXXX digit trace id associated with the real time transfer and they would be able to check on the status of that transfer with that number but I would have to contact Chase to get the trace ID. I contacted Chase again to get the trace ID number. I was sent to a customer service representative. The customer service representative stated that the claims department would have to file a dispute against the transfer. I got transferred to the claims department again. The claims department stated yet again that they would be unable to dispute the transfer because it has left Chase bank. I then requested to be transferred to the supervisor. I explained the situation to the Chase supervisor and asked for her to look into the situation deeper as well as provide me with the trace id that should be linked with this transfer. The Chase Supervisor stated that for some reason there is no trace id linked to the transfer but she can see it on previous transfers performed. She then told me that it would be submitted as a claim to the research department and they would investigate into it further. Chase Supervisor then provided me with a claim number and stated that they would call me in 2-3 days. 

XX/XX/2023 at XXXX XXXX EST- Chase failed to contact me within the allotted time frame. So I called Chase customer service again. Spoke with a customer service representative and requested to be transferred to the research department. The customer service representative transferred me to the claims department instead. I provided them with the claim number and they stated that that claim does not exist within their system but they could see that I had called in regards to the {$2800.00} transfer performed on XX/XX/2023. Once again the claims team put me on hold to " investigate '' then continued to tell me that their is nothing they can do. I requested to be transferred to a supervisor and was placed on a brief hold and somebody answered the phone. I requested their name and position within the company and he provided his name and position which was just a customer service representative and not supervisor. He then transferred me to a supervisor. The supervisor requested the claim number and saw that there was no updates on the claim. He expedited the claim and stated that Chase 's research team would reach out to me in a couple of hours and provided me with the expedited claim number. 

XX/XX/2023 at approximately XXXX XXXX  EST- The Chase research team reached out to me again and stated that they can not contact XXXX XXXX to verify the funds never arrived into the XXXX XXXX  account, even though the XXXX accounts are linked. They claim that they are " not allowed to '' according to the research department. I was then told he will speak with the claims department personally and explain the situation with them to verify that they can help. I was then placed on hold for approx. 10mins and then transferred to the claims department again. Claims department, yet again, stated that they can not proceed with the dispute because it is not their problem. I then proceeded asking if I go to a physical Chase location and provide them with the transaction history of my XXXX XXXX  account if they will be able to dispute the transfer and return the {$2800.00} to my Chase bank account. The claims department member stated that yes, if I prove that the {$2800.00} transfer is not in the transaction history of my XXXX XXXX  account, then they would be able to proceed with a dispute. Chase provided me with another claim number and a fax number and instructed me to wait another 2-3 business days after the XXXX XXXX  transaction history is submitted at a physical Chase Banks location. I will then have to call yet again and then begin the dispute process. At this point, my money will have been missing for over 10 days.

Company response to consumer: Closed with explanation