Consumer complaint received 2023-05-07 00:00:00
Product: Money transfer, virtual currency, or money service — International money transfer
Issue: Other transaction problem — 
Company: JPMORGAN CHASE & CO.
State: FL

Complaint narrative:
SUMMARY : wire transfer lost. Sending bank not cooperating with investigation. 

I have a personal checking account at CHASE. I also have a USD denominated savings account at XXXX in XXXX. On XXXX XXXX, XXXX, I created a wire template in my CHASE account to send money to the account at XXXX. I used this template to send money multiple times, and there was no problem until XX/XX/XXXX. 

On XX/XX/XXXX, I wired {$5000.00} using the same template. After a few days the web site of CHASE showed the status of transaction as " completed. '' However, the money did not appear in the receiving bank. 

On XX/XX/XXXX, I sent a " secure message '' to CHASE by using their messaging system. Their response message said that they were investigating it, I should wait 3-5 days. They also sent me a wire reference number and said that both sending and receiving banks could track the wire by that number. 

After waiting, I sent another message to CHASE to ask the status of their investigation. In response, they again said to wait 3-5 days. 

After repeating this 3 times, I went to the bank in XXXX to see if they could track the wire ( I am currently visiting relatives in XXXX, so I am physically there ). They said that they were not able to locate any incoming swift with the given reference number. In fact, the number did not even look like a swift number. In order to track the wire, they needed the XXXX dekont containing the reference number and other details of transaction. They said, it would also help if CHASE could provide a copy of confirmation of receipt. Since CHASE bank claims that the wire transfer has been completed, they must have a confirmation message about this particular transfer. XXXX needs a copy of this confirmation to be able to investigate what happened to the money. 

When I asked for the required documents, CHASE said, " Go to the nearest CHASE branch and ask them to give you the documents. '' When I said " I am in XXXX, there is no CHASE branch here, '' they say : " ... .You may try to contact any Chase branch, request if a banker can obtain the wire copy on your behalf and request for the banker to send it to you via email ( No guarantee as we do not know the policy of the branch ) .... '' Basically, they were saying branch may or may not cooperate. 

Then I sent another message to ask that they put copies of documents in the " downloads '' section of my account in their web site. Normally, this is where the bank puts documents that they want to send to clients. THEY DELETED MY MESSAGE so as to pretend I never sent that message. As far as I know, the person who deleted that message committed fraud. I couldn't delete that message even if I wanted to, because it is in the " Sent '' folder. I can delete messages in the " Inbox '' folder, not those in the " Sent '' folder. ( I have proof of the deleted message if the bank wants to investigate. ) I sent another message : " Please send it to me directly '' They repeated the above nonsense " ... .You may try to contact any Chase branch, request.... No guarantee .... '' After getting the same absurd answer each time, I have no alternative left. I have to ask for your help.

Company response to consumer: Closed with explanation