Consumer complaint received 2018-05-14
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem making or receiving payments
Company: JPMORGAN CHASE & CO. (IL)

Hi There, I was involved in a money transfer error on the fault of either Chase Bank or XXXX, of which I am not really sure to hold accountable for the mishap. On Friday XX/XX/XXXX, I had a friend send me what he thought was a Chase Quick Pay for {$820.00}. After it was sent and I hadn't received, I then proceeded to call Chase customer support to figure out why I wasn't seeing the money in my account. Chase support let me know that the payment was currently suspended, and that the reason that it had not gone through yet was because I needed to make the email it was sent to my primary account email address, even though the email it was sent to initially was already registered to my account. They told me that it should end up in my account within minutes after updating. After not seeing it show up, I called back and they guaranteed me the money would be in my account the next day, if not the next business day at the latest. Chase also advised that we should not attempt to cancel the payment ( whether we would actually be able to cancel I'm not entirely sure ). After then calling back again on Monday from not receiving and going into the bank to try and figure out why, we then went into the bank to try and figure out if the money was being held up anywhere. After multiple attempts to get an explanation why it didn't end up in my account, we then requested Chase attempt to retrieve the funds. Since I do not have any other bank accounts open with my email address, they assured me that they should be able to find where the money went. 

Two weeks later, we heard back from Chase through a letter that the payment was successful and that they couldn't retrieve it, stating it had went to a XXXX account. I then reached out to XXXX and opened a claim to see if they could help me figure out what happened. To test if there was an email registered with my email, I clicked lost password to see if anything was sent to my email. After not receiving any email to reset my password, I called XXXX where they confirmed my email address was not registered in their system. 

After coming back to Chase with this information, the bankers helped us to get this escalated to the executive office. There they then opened a new case to try and figure out where the money went again. After not hearing back for a couple weeks, we finally were able to get ahold of Chase to have them let us know that the money had gone to a XXXX XXXX   XXXX account. I then reached out to XXXX XXXX XXXXXXXX, and they also confirmed that there aren't any bank accounts set up that have my email address registered, only an email address in their system to send promotional offers to. 

After then calling on a daily basis to try and get ahold of our executive office representative, we finally were able to schedule a call, where she let us know that she was going to take an extra step to find it. At the end of last week, a couple months after the money was sent, Chase then proceeded to tell us that they were sorry and there was nothing they could do, and we would have to take up the issue with XXXX. 

Given that there was no fault or mishap in the payment transfer from myself or the sender, I am wondering what the best next steps are to take since Chase has been less than ideal to figure out how we should handle this. As of last Friday, I had filed a formal complaint, and they agreed that they would look into the feedback given to me over the phone at best because they didn't believe that a representative gave me the direction spelled out above ( I also mentioned when we first called about this that they make note of the situation and to save the conversations, which I'm also not optimistic they will say they kept ). Would you be able to help us to determine what the best next steps are? My first thought is to go to file a complaint with the division of banking, but since I'm not sure if this is state specific I am reaching out here.