Consumer complaint received 2022-08-23
Company: JPMORGAN CHASE & CO.
State: AZ
Product: Money transfer, virtual currency, or money service
Sub-product: Domestic (US) money transfer
Issue: Other transaction problem

Complaint:
I am not sure from the choices to be picked if I picked the correct desciption of what happened but it is as close as I could get with my understanding. 

On or about XX/XX/XXXX, I made a XXXX transaction to the same person that I had been sending money for about 3-4 years. I did have 2 accounts for him, one with his cell phone, which number changed several years ago, and another with his email, that I had used exclusively for as long as I can remember. 

A couple days later he left me know that he did not receive the money. He banks with chase and I bank with chase so we made a conference call with customer service who told me she was going to research and get back to me within 3 weeks. As a precaution, I did go online to check in case I had by mistake sent the money to his cell phone number ( something I had never done since he changed cell phone number YEARS ago ). Something made me take a screen shot of that online transaction. I took the screenshot on XX/XX/XXXX, as it is indexed on my phone on that date. It shows clearly that I sent the money to his email address - the correct place. 

I never heard anything from Chase so we called in again and they told me that I had sent the money to XXXX XXXX ( total XXXX upon Chase to give me that person 's name ) who now had the cell phone number that was previously associated with the recipient of my {$2000.00} payment. I told the customer service rep that that was not the case as I knew I had sent it to to the correct person. that person told me to go online and check my account and lo and behold it now said I had sent it to this XXXX person. I was dumbfounded as I knew I had sent to to the correct person ( and during that phone call, I was so shocked that I had forgotten that I had the screenshot I had taken a month before ). The same rep was extremely rude and told me I had done wrong, no money was ever coming back and that they had attempted to take the money out of XXXX 's account but that the account had no money. Clearly, that XXXX person stole money that was not his. I would have called the bank if {$2000.00} was deposited in my account by a strange company name. I also noted that if Chase tried to get the money back, they must have known they did wrong. they said they were just trying to help me. that was a bold lie because all they ever did was stonewall me and not help me! Funny how that works. 

I hung up the phone and could not understand how this now said I sent it to the wrong account! This was now sometime in late XXXX I believe. 
Randomly I was scrolling through photos as I take thousands for my work and came upon the screen shot I had taken and forgot I had - taken on XX/XX/XXXX that showed I had sent the money to the correct account on XX/XX/XXXX. 
I called chase bank back and they were not interested in anything I had to say. I knew someone at Chase who told me to call and file a complaint with their highest authority at Chase as the customer service people had no authority or power. I can not remember the department but it is the highest place you can file a complaint - and not many people actually know about this department. I can call and find out the name if you need it, I just want to get this sent out tonight.. 

Somebody from chase did eventually get back to me and told me that they DID NOT CARE WHAT PHOTOS I HAD THEY WERE NOT INTERESTED IN SEEING ANY PROOF AND THAT THEY WERE NEVER GOING TO GIVE ME MY MONEY BACK AND WERE NOT INTERESTED IN MY STORY. That is almost a direct quote. I have a witness to that call and I am sure if they pulled up that call ( as " all calls are monitored '' ) that conversation can be played back. 

I work very hard for my money and I am not going to just sit by and lose {$2000.00}. I have family and many other people to give {$2000.00} than to a thieving person I do not know. I know that if I owed chase bank {$2000.00}, they would come after me with guns blazing, I would be in jail, in collections, but I should just take losing {$2000.00}?? No way! 

If I had sent the money to the incorrect address, I would have no choice but to accept this. but I did not. I sent it as I always did. I had proof. It is very strange that the info should change from XXXX XXXX, when I took the screen shot showing it was sent correctly, to XXXX or XXXX when it now showed that I had sent it to the wrong place! I have to believe that they did something underhand at the bank. Somebody was covering their behind. 

I did call this XXXX XXXX because of course I had his phone number. Nobody answered my call or every returned my message asking for my money back. That person is a thief. I did call the police as I wanted to file a police report as such but they were not interested in my story. 

I had a client who works at XXXX so I called him and told him the story. he gave me a place to file a report but they were not interested as they said it was on Chase. 

Stonewalled at every corner. 

Finally, I remembered I knew somebody high up at XXXX and called him. He told me to write to you and he explained that only Chase could have done wrong from what I had told him. Chase hides behind " we are not responsible for XXXX '' but clearly somebody did something on their side, or their system glitched. There is no other reason something so bizarre would have happened. this gentleman suggested I contact you because if anybody can help me at this point, it is you. 

Please put yourself in my position. {$2000.00} is a lot of money to loose and I am doing all I can to get it back. I appreciate any help you can give me. I understand that filing a report on Chase is going as high up the chain as I can, as in filing a XXXX  claim against a company. 

Please help me resolve this issue. 

I understand ( now ) that XXXX transactions are risky - per Chase bank ( but not so according to XXXX XXXX, but I also understand that if you send to the wrong place, too bad. However, when you sent to the correct place and have proof of that and then the information mysteriously changes to your detriment, somebody needs to step in and help this XXXX fight XXXX. And XXXX needs to accept responsibility and pay it back.

Company response to consumer: Closed with explanation