Consumer complaint received 2024-09-11 00:00:00
Product: Checking or savings account — Other banking product or service
Issue: Managing an account — Funds not handled or disbursed as instructed
Company: JPMORGAN CHASE & CO.
State: IL

Complaint narrative:
I send my wife a certain amount of money to our house account weekly and have done so over 5 years. We both bank with Chase and within the Chase app they advertise the simple transfer of funds via XXXX. We assumed because we were using XXXX within the Chase app that somehow are funds were protected if anything was to ever happen and unfortunately it did. In XX/XX/year> I sent my weekly XXXX payment to my girlfriends registered XXXX email address and she never received those funds. We immediately started to look into the matter and the XXXX thing we noticed was the confirmation number was alpha letters when all the previous confirmations were numerical only. The 2nd thing we noticed is that all our previous transfers said XXXX and this said Delivered. 

So on XX/XX/XXXX we called the bank about the transfer before it said complete and filed a complaint, we explained the red flags mentioned above. They created a case ticket and told us it will take up to 10 business days to get a response. Meanwhile the status on the transfer changed from Delivered to Complete and yes the funds were immediately removed from my account. Frustrated because the funds still made it to the person it was suppose to go to we patiently waited to hear from the bank. When we did they denied a refund and or courtesy correction stating on XXXX XXXX funds were sent correctly. So frustrated again we had to create another ticket because the date in question was XX/XX/XXXX not the XXXX. Had to wait another up to XXXX business days. 

They finally responded to this ticket and it was again denied refund or correction stating XXXX payment was sent to recipient per your request appropriately. So this time we went to the bank to have a sit down with a banker. We explained in full detail what happened, she was very understanding and fully could see we did this transfer weekly and was also able to see my his Chase account and my girlfriends Chase account at the same time ( window to window ). She clearly saw the funds removed from my account and never made it to my girlfriends account. So she called the Chase / XXXX customer number herself and this time she argued on our behalf and created a ticket that still was gon na require us to wait another up to XXXX business days. We waited and again the claim was denied for the same reason. 

We then went up to the bank and asked to speak with a XXXX, her name was XXXX She was not available but the promised to have her call me. She called me the next day and said she was escalating this matter to a different department to get this matter resolved. She explained how the banker I was working with fully understood our complaint and she emailed her everything she understood about the matter. XXXX was nice and asked if I could give her 3 days to fix the situation. I agreed. The XXXX day approached and I hadnt heard from XXXX so I decided to stop at the bank to discuss any updates with the banker. The banker told me they are still working on it and they need XXXX more days and promised to call me. The banker also happened to mention for the first time that XXXX happened to mention that I sent the funds to a cell phone number. Immediately I defended that statement with XXXX, it was sent to the same email address we have used for over 5 years. Not knowing if she would or could, I asked what phone number are they claiming I sent the funds to. She told me and it happened to be an old phone number my girlfriend had over 6 years ago when she opened her account with Chase and at XXXX point had registered with XXXX. We explained how we do recognize that number but it hasnt been apart of our life for over 6 years and wanted to understand how would a old number of mine be attached to me in anyway at this point? The bank couldnt answer. So we did a little digging of our own. Within the Chase app, you can see any history of past transfer to a individual. We XXXX say my girlfriends nickname as it was programmed in my phone and it was registered correctly under her full government name and email address. We then looked under the old phone number and it surprisingly came up under my girlfriends nickname also but registered to a XXXX male under her over XXXX XXXX XXXX phone number. We look under this XXXX males transfer history it was surprisingly matching every single XXXX of my transfers I ever sent to my girlfriend. The bank could not explain how another registered person under XXXX using my girlfriends old phone number is duplicating every XXXX of her transfers on there XXXX payment history and somehow her transfers are routing to this other person. They still rejected my claim. So I filed a police report against Chase and XXXX.

Company response to consumer: Closed with explanation