Consumer complaint received 2024-06-04
Product: Money transfer, virtual currency, or money service — Domestic (US) money transfer
Issue: Other transaction problem — 
Company: JPMORGAN CHASE & CO. (MA)

I am filing this complaint as I am attempting to recall funds from Chase Bank, back to my XXXX  XXXX XXXX account. The request for a funds recall relates to a transfer I made on XX/XX/year> for {$45000.00} USD from my XXXX  XXXX XXXX account to XXXX XXXX ( which uses Chase Bank ). I am filing a complaint with Chase as I dont have a direct relationship with them as it relates to this transaction so it is hard for me to engage with them through regular customer service channels. 

I intended to send a wire from my XXXX XXXX XXXXXXXX account ( sending bank ) to XXXX XXXX, but when I submitted the transaction request, I coded the transaction as an external ACH instead of as a wire i.e. I sent an external ACH transfer but used wire instructions. XXXX XXXX account is with Chase Bank ( receiving bank ). XXXX has stated they can't locate the funds so the funds are now " lost ''. I have not been able to get XXXX to assist me in locating the funds and returning them to me. As Chase is the receiving bank and I have been unable to get XXXX to assist me I would like Chase bank to locate the funds and have them returned to my XXXX  XXXX XXXX account. 

I have contacted XXXX at least XXXX times to see if they can help me locate the money and recall the funds back to my XXXX  XXXX XXXX account. I am only able to contact XXXX by either calling or emailing their customer service line. XXXX requires that I provide a Proof of Payment document from XXXX  XXXX XXXX before they can locate the funds. Wises Proof of Payment request includes the following : Sender details : Full name, Bank name, Sender bank details ; Beneficiary details : Full name, Customer ( my ) Wise account details, Date of the payment, Amount sent, Currency sent. XXXX  XXXX XXXX wont send me a document with these details stating they are not allowed to share that information ( I have asked them numerous times for this information ). I have all the relevant details XXXX is requesting, but because I dont have those details on a document created by XXXX  XXXX XXXX XXXX XXXX will not help me to locate the funds. 

XXXX  XXXX XXXX provided me with a credit trace number. They said XXXX and/or Chase can use this to locate the funds, but XXXX stated they will only look into the issue once I provide the proof of payment, even though I have shared the credit trace number with them. 

I have also shared screenshots with XXXX from my XXXX  XXXX XXXX portal showing every detail available to me related to the transaction in an effort to satisfy their proof of payment request. XXXX said what I have provided is not sufficient to meet their proof of payment request. 

In an attachment with this complaint, I have included all the screenshots I have previously shared with XXXX as well as the transaction details. I have also included the credit trace number XXXX  XXXX XXXX provided me. 

Lastly, I have filed a claim dispute with XXXX  XXXX XXXX to see if they can assist me to recall the funds. I submitted the dispute on XX/XX/year>. The dispute with XXXX  XXXX XXXX is currently in progress. XXXX  XXXX XXXX has stated that they are currently waiting for a response from Chase bank. I filed a CFPB claim with XXXX on XX/XX/XXXX. 

Note : I was using XXXX XXXX to transfer money from my US XXXX XXXX  XXXX XXXX ) account to my XXXX XXXX bank account ( Kiwibank ). The intention was for XXXX XXXX to then send the funds they received from my XXXX  XXXX XXXX to my XXXX account. To transfer money via XXXX XXXX using a wire transfer, the process is as follows : first the customer wires money to XXXX, who then sends the money on to the final recipient ( in this case my XXXX account ). My complaint relates to me wiring funds from my XXXX  XXXX XXXX account to XXXX US bank account ( which is Chase Bank ).