Consumer complaint received 2024-05-24
Product: Mortgage — VA mortgage
Issue: Trouble during payment process — Payment process
Company: JPMORGAN CHASE & CO. (NM)

The conference call with XXXX, XXXXXXXX XXXX XXXX XXXXXXXX XXXX took place today. The results of the call, which took place from XXXX XXXX to XXXXXXXX XXXX  MT, are as follows : 1. The call to XXXX XXXX dept was being recorded by XXXX. The XXXX XXXX XXXX is located in the XXXX. 
XXXX. XXXX will have a final resolution for reference number XXXX XXXX on or before XX/XX/XXXX ; their policy is within 10 business days from XX/XX/XXXX - the day that XXXX opened this reference number. XXXX confirmed the XXXX deadline XXXX the XX/XX/XXXX date. 
XXXX. XXXX representative XXXX caused the missing wired funds to be escalated to the XXXX XXXX XXXX. 
XXXX. After 10 business days, it is XXXX 's policy to close the investigation whether or not the money has been returned. ( per XXXX ) 5. XXXX stated : XXXX will not provide information to anyone but the beneficiary who received the funds by error. They do not want Rushmore ( their customer ) ; they want to speak with the account holder who actually received the money. 
XXXX. The XXXX XXXX XXXX emailed XXXX ( through the XXXX system between banks ) that the account number did not match the name of the wire transfer beneficiary and they will request a debit authorization from the XXXX customer who received the funds inadvertently. In the XXXX email system with XXXX, the XXXX investigations team wrote : " We are contacting the beneficiary for debit authority and will keep you posted. '' XXXX also stated, " We are contacting the XXXX customer today for a debit authorization. '' XXXX. XXXX opened the XXXX number and stated that he could not see Rushmore servicing as the beneficiary of the wired funds. 
XXXX. XXXX representative XXXX stated that the funds are no longer in the XXXX customer 's account who received them inadvertently. 
XXXX. The only way XXXX can provide the name of the XXXX account holder is if the XXXX XXXX XXXX asks him for it. 
XXXX. The XXXX legal team will not join the call, but emails can be sent to XXXX. XXXX XXXX XXXX XXXX XXXX emailed this address to make the legal team aware of the situation faced by the XXXX 's XXXX 
XXXX. The XXXX XXXX team has no phones ; XXXX can only email them. 
XXXX. The executive/legal team refused to join the call XXXX requested communication from XXXX XXXX XXXX XXXX at their email address only. See above. 
XXXX. The loan number ending in XXXX referenced in the wire transfer matches a XXXX account holder and that is the account where the money went. The wired funds of {$20000.00} are no longer in that bank account. 
XXXX. There are three Chase reference numbers for the recall from XXXX ( XXXX ) XXXX XXXX ; ( XXXX ) JPM XXXX ; XXXX ( XXXX ) JPM XXXX. 
XXXX. XXXX XXXX XXXX could not find the Nationstar XXXX XXXX account number ending in XXXX. 
XXXX. XXXX recalled the wire XXXX times : XX/XX/XXXX, XX/XX/XXXX, XXXX XX/XX/XXXX. 
XXXX. The XXXX XXXX XXXX XXXX XXXX is XXXX XXXX XXXX XXXX said he does not have a direct phone number. XXXX XXXX will call the XXXX XXXX XXXX XXXX XXXX today after his meeting. His meeting will last 3 hours today. 
XXXX. XXXX is unable to provide the name of the person at XXXX signs off on recalls ; XXXX is unable to provide the name of the person at XXXX who authorizes the return of recalled funds ; XXXX is unable to connect us with the XXXX XXXX XXXX ; XXXX is unable to connect us with the XXXX XXXX XXXX ; XXXX will not identify the authorized persons who can assist XXXX to recall the wire. 
XXXX. XXXX stated he understood the urgency of the situation and that the XXXX 's may lose their house if the wired funds are not returned promptly. 
XXXX. XXXX stated he understood that the XXXX 's would lose the XXXX XXXX funds of {$30000.00} if the wired funds are not returned promptly. 
XXXX. When asked " who can you help at this phone number? ", XXXX stated, I can only help a XXXX account holder. He further stated he can not help Rushmore Servicing because they are not the beneficiary on the wire that XXXX received. XXXX stated he would not disclose the name of the beneficiary on the XXXX number of the wire in question, but said " it is not XXXX. '' He can see the name of the beneficiary XXXX it is not XXXX. XXXX XXXX XXXX looked at the same XXXX number XXXX stated that the beneficiary is clearly Rushmore Servicing. The XXXX number of the wire is XXXX. The tracking number ( unique to XXXX ) is XXXX. 
XXXX. It would be XXXX 's policy to auto-debit the amount from the unintended account, but the money is not there. 
XXXX. XXXX has to work on this with XXXX through the XXXX system. XXXX took XXXX 's number for the VP and to update XXXX tomorrow. 
Attending the call were Plaintiff 's attorney XXXX XXXX, Plaintiff 's representative XXXX XXXX, XXXX XXXX XXXX XXXX XXXX Settlement XXXX XXXX XXXX XXXX XXXX Attorney XXXX XXXX XXXX XXXX XXXX Branch XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX representative XXXX. XXXX XXXX ( disconnected at XXXXXXXX XXXX MT ), XXXX XXXX XXXX XXXX XXXX were not present for the entire call. 

XXXX representatives on the call were XXXX XXXX, XXXX, XXXX XXXX XXXX joined the call at XXXXXXXX XXXX  MT ). 

Documentation upon request.