Consumer complaint received 2024-03-07 00:00:00
Product: Money transfer, virtual currency, or money service — International money transfer
Issue: Other transaction problem — 
Company: JPMORGAN CHASE & CO.
State: CA

Complaint narrative:
I sent a wire transfer through my Chase bank account ( online ) on XX/XX/2023 for {$210.00} to XXXX XXXX XXXX. The company has told me that they did not receive the money. Chase has repeatedly told me that the money was sent.

According to Chase, the recipient received the money two days after it was sent. However, you can see in the email dated XX/XX/XXXX from the travel company that they still had not received it. I have still not heard that they have received anything, and as you can see in their email, they said they would let me know if they ever received money. I will now have to send money via another method because I am afraid they will cancel my tour without a deposit. 

When I spoke to Chase on XX/XX/XXXX, I was told that a letter was mailed to me confirming the wire transfer and I would receive it within 3 to 5 business days. I asked for it sooner and was told they would try to expedite it to be sent via the secure messaging center on the website. I waited until today, XX/XX/XXXX, and called again and was told that they can see that although a request was made to expedite it, it had not been expedited and the request had not been read. I have not received a letter in the mail and today is the fifth business day ( I have already received todays mail ). 

I have spent several hours today on the phone with Chase calling multiple times today. First I called to speak with the wire department who basically said there was nothing they could do for me. Then I called back and asked for supervisor. She challenged me when I said that I had no proof that the transfer was made and said I should contact the recipient and have them prove that they never received it. That is ridiculous! If Chase has made a wire transfer with my money they should be able to provide evidence that it was done. She told me to look at my statement for proof. As you will see in the attached screenshot of my statement it shows that they took the money and the description includes the recipient but it is not proof to me that they actually sent the money via wire transfer. I see a TRN #, but I have no idea what that is and nobody would explain it to me. Then she told me to go into a branch to get a copy of the letter confirmation of the transfer. 

I looked for appointment for all of the local branches and they are booked until mid-next week. ( But it doesn't matter anyway because I was later told by someone else at Chase that this letter doesn't even exist ). Then I contacted Chase support via social media and they said I should contact the claims department. I called the claims department who eventually rerouted me back to the wire transfer department. Once again I was informed that there is no way to provide any kind of letter proving that the transfer was made. 

I called the claims department back and said I wanted to file a claim for my missing money. It took about 30 minutes to convince her that my problem was worthy of filing a claim. After she took all of my information she informed me that there was no button to click for a wire transfer claim unless I said that I did not initiate the transfer. Since I did, she said there is nothing else I can do for you and then hung up. 

All I know is that Chase took {$210.00} from my checking account. They never confirmed that a wire transfer was sent XXXX XX/XX/XXXX and only put a wire transfer description in my statement. They refused to provide me with any evidence that the transfer was made. The recipient insists that they did not receive it. This is a very large travel company that has no reason to lie about {$210.00}, especially since the remaining {$2100.00} will be paid upon my arrival. I do not know what to do to get my money back from Chase because they have essentially stolen from me without providing any evidence of what was done with it and the recipient did not receive anything. The burden of proof that a wire transfer was sent should not be put on recipient the sender should be able to provide proof of the transaction! I hope you can help me get my {$210.00} back because I now have to go and send another wire transfer elsewhere for another {$210.00} or else my tour will be canceled. So I am out the {$210.00} that Chase stole form my account.

Company response to consumer: Closed with explanation