Consumer complaint received 2025-02-06 00:00:00
Product: Money transfer, virtual currency, or money service — International money transfer
Issue: Money was not available when promised — 
Company: JPMORGAN CHASE & CO.
State: CT

Complaint narrative:
I am writing to formally file a complaint against JPMorgan Chase Bank, N.A. regarding the refusal of international wire transfers. The purpose of wire transfers was to sign the apartment 's contract along with new chapter after I have moved over to XXXX XXXX. Despite my efforts to resolve this matter directly with Chase Bank since last Friday XX/XX/XXXX, I have been unable to receive any reasons of declined transactions with no satisfactory resolution. 

I first attempted to transfer {$80000.00} on Friday XX/XX/XXXX, but they cancelled it as part of security review, and they froze my account with email saying to contact customer service center to prevent further restrictions on my account. 
Monday XX/XX/XXXX, I called in the number and asked to remove restrictions on my account. The representative helped me reactivate my account soon after asking a few questions regarding the purpose of wire transfer, and when I asked for reasons of decline and he mentioned there are no issues, and told me that he noted it down in the system that this transaction is valid for my own apartment contract. So right after I hung up call, I tried sending over the same amount of {$80000.00}. 
But when I woke up next morning, it was rejected again. I called in again, and asked for reasons of decline, and she informed me that it could have been due to mismatched names between account in XXXX XXXX and Chase in the U.S. I previously named my accounts in XXXX XXXX by my XXXX  name, so I changed my accounts ' XXXX  names to align with my XXXX  name, and I sent the wire transfer. 
On XX/XX/XXXX, It was cancelled again, and I again called in to check the root cause of decline of transaction, I was told that the internal team tried to reach out to phone number that was registered in profile to verify it, but has failed, because I cancelled my phone number since I left the U.S. So I asked the representative to directly update the phone number to my uncle 's, and confirmed with her that there will be no issues if I send the wire transfer at that moment. At the same time, the representative recommended me calling in the internal review team 's number after I send the wire transfer to verify the identity along with the purpose of the transfer while on the phone call. 
On XX/XX/XXXX same day, I sent the bigger amount of {$180000.00}, which I will eventually need it in next years, and called in the number to help authorizing the transaction after I submitted the wire transfer, but somehow she seemed to misunderstand it and cancelled it after I hung up the phone. 
Still on same day, I tried sending {$9900.00} and called in the customer service center to request why my transactions kept getting cancelled, and I was told the reason was that there were security questions that are not answered about my identity, so I went through verification process on keypad and answered the identity question as well. 
On XX/XX/XXXX, I saw it cancelled it again, and I tried sending {$200000.00}, which was still beneath the daily max limit of wire transfer, and called in the number. The representative named XXXX told me that he would need another round of security questions in order to authorize this transaction without giving me reasons of decline, so I answered all his questions, and I confirmed with him that he would authorize it right after. 
On the same day XX/XX/XXXX, I saw it was cancelled again, I called in the number and asked for the issues, and representative just shared his assumptions it could be due to amount. 
So, on the same day XX/XX/XXXX, I tried sending {$25000.00}, which was much lower than prior amount, I still saw it was cancelled. When I called in that night, representative still did not give me why it was declined, and she told me she has no idea about this. I asked her to escalate it to her manager, and manager also hasn't shared exactly why my wire transfer was declined. She just explained it could be multiple reasons, but never shared the real root cause of it.

I have been so frustrated to go through several international phone calls with no clear explanation of outcomes of my transactions. Before I had left the U.S., I stepped into Chase Private Client office, and confirmed from the banker that I am qualified to freely wire transfer as long as the amount is below {$250000.00} per day.

Company response to consumer: Closed with explanation