Consumer complaint received 2024-05-01
Product: Money transfer, virtual currency, or money service — International money transfer
Issue: Other transaction problem — 
Company: JPMORGAN CHASE & CO. ()

I am a U.S. citizen currently residing in XXXX and am in the process of moving to XXXX full time. 

On XX/XX/year> I scheduled an appointment with a banker at the Chase branch in XXXX, WA. At the branch I attempted twice to wire {$320000.00} to my XXXX brokerage firm. The first attempt was flat out rejected by Chase 's fraud department, and the banker I worked with to send the wire called me to come back into the branch. I went back to the branch, and with the banker called the fraud department, which needed to do extra validation of my identity. My identity was further validated, and the person we talked to advised that a note would be placed on the account for the validation, and that we should re-attempt the wire and call the fraud department upon submission. We did as advised, and, after talking with the fraud department, the banker and I were advised the 2nd attempt at the wire was in process. The 2nd attempt, including both calls to the fraud department, took place between XXXX XXXX XXXX  time on the XXXX. 

A little while later the banker called again and provided a number I needed to call to answer more questions from the fraud department. I called the fraud department at XXXX XXXX  XXXX  time on the XXXX, and, after my identity was re-validated, answered questions that were intended to ensure I was not being coerced into sending money abroad, such as the purpose of the wire, how I obtained the receiving institution 's wire detail, etc .... At the end of the call I was advised that my answers sufficed and the wire would be processed either by end of the business day or the next business day ( Monday, XX/XX/XXXX ). 

On Monday, XX/XX/XXXX at XXXX Pacific time I called in to check on the status of the wire, and was advised that I needed to answer further questions. The questions I was asked were either already asked and answered, or of a nonsequitur nature. As an example of one of the nonsequitur questions, I was asked the address of the property I sold to obtain the funds I'm wiring, when I had never suggested I had sold any property to fund the wire and, if I recall correctly, had previously advised the funds came from my American brokerage account. At the end of the call I was frustrated and advised I would start keeping a log of the questions asked for a possible CFPB complaint. 

On Tuesday, XX/XX/XXXX at XXXX XXXX  time, I called in to check on the status of the wire. I was asked questions previously asked and answered. I was then advised for the first time, that, per a note placed on the XXXX, the wire could not be processed for 3 business days after my most recent deposit into the account, which occurred on XX/XX/XXXX. I asked for confirmation if this meant the wire would be processed that day, but did not receive confirmation. I was advised the call would be forwarded to someone else, but the call was dropped. 

Later the morning of the XXXX, at XXXX XXXX  Time I was sent an email from Chase that the wire had been cancelled. I crossed the border to go to the Chase branch in XXXX, WA where I originally setup my checking account which I was using to send the wire. I met with a banker I setup my account with at approximately XXXX XXXX  XXXX time and she called the fraud department with me present. Even though the banker asked for a specific reason for the cancellation of the wire, Chase 's fraud department would not provide one. The fraud department would only advise there was concern for fraud. The fraud department also advised that they would not approve a future wire transfer and suggested I would need to use a cashier 's check payable to myself in order to remit funds to my XXXX account.