Consumer complaint received 2025-09-19 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Banking errors
Company: JPMORGAN CHASE & CO.
State: CA

Complaint narrative:
On XX/XX/year>, a routine request for payment ( RFP ) transaction was processed through interactive brokers for {$350.00}. The transactions normally process by high amounts of security on interactive broker side, and after authentication a request is made to customers bank. Chase Bank requires authentication and access into the banking app or website to approve transaction and the money is sent to Interactive broker. 

Chase has changed the process by sending the customer an email after the request is made by interactive brokers which directly links into the banking app approval screen for request for payment. On XX/XX/year>, the transaction process seem to have completed and was debited from checking account. The money was not received by interactive brokers. A second attempt of {$350.00} RFP was made resulting in the same issue. After hours of speaking to customer service and explaining the technical issue and inability to retrieve the funds from either side, the transactions were pushed through after hours of waiting, even though it was supposed to take minutes, the situation was re-escalated. 

Speaking to Chase customer service, claims and technical team once again, it was determined that an approval was needed on Chase side. Interactive brokers confirmed this status as the reason for no funds received. Logging into the Chase account the two transactions were showing approval needed when the first approval link was clicked a third {$350.00} debit was removed from account. When the second approval link was clicked a fourth {$350.00} debit was removed from the account. 

On XX/XX/year>, the outcome resulted in {$1400.00} debit from account with no money received by interactive brokers looking into Chases pending withdrawals XXXX of the {$350.00} debits had already posted. The third was in pending status and the fourth was able to be canceled resulting in a {$1000.00} debit. 

At this point customer was out {$1000.00} with no money received into interactive brokers account after being transferred to technical team, a profile reset occurred as each customer has a uniquerelay account number as to not share specific account information with different online vendors. It is similar to an XXXX XXXX email relay I was transferred to the claims team who explained the two completed debits would have to be waited out. The fourth is canceled and the third {$350.00} debit would be retrieved that process was initiated by Chase. It was also promised that a {$350.00} credit would be placed in the account in the interim. 

Days later around Friday XX/XX/year>, the {$700.00} was received in the interactive broker account. The {$700.00} claim was closed with Chase and the {$1000.00} claim ( second call ) was still pending with the {$350.00} debit trying to be retrieved by the claims team. Days later the {$350.00} debit and question was found in the interactive brokerage account, Chase closed the {$1000.00} claim. There was no credits ever received in the account by Chase. 

On XX/XX/year>, Interactive brokers reached out by email to inform that of the {$1000.00} received in the brokerage account only {$700.00} was received by Chase. This deficit resulted in a margin call freezing all account activity for Interactive Brokers. The matter was escalated once again to Chase and was promised a {$350.00} credit to reissue back to Interactive Brokers while the issue was investigated a day later there was still no credit and when followed up with by Chase was told there was never going to be a credit and that there was no problem. 

The issue left the customer with {$1000.00} debit and only {$700.00} of usable funds on the interactive brokers account due to the {$350.00} being reclaimed by the bank. It is believe that during the support with Chase technical team and claims with the setting of the online ID and reconnection of the bank information that new relay account numbers were issued which did not match with what was reclaimed by the bank the matter was communicated and escalated to several supervisors in which multiple supervisors after explain the situation with just hang up the phone. When Chase bank was contacted to share the concern of now unprofessional customer support and lack of action to remedy their issue, the supervisor would hang up the phone and did not offer any support. 

In obvious technical issue was present and well communicated to Chase bank interactive brokers had also identified this issue early on stating that the transaction IDs and profile were not matching when trying to retrieve the funds that were collected. Chase Bank did not support them in resolving this issue. Overall, it accounts for a very poor experience and lack of action that although the amount is small in this incident could result in a severe and detrimental expense to other customers. It is important to send small transactions as a test when Chase makes changes to payment system such as RFP. 

Furthermore, the ability for a supervisors to disregard a customers time on the phone and already frustrating experience, taking time to explain to multiple departments and supervisors only to be hung up on is unacceptable.

Company response to consumer: Closed with explanation