Consumer complaint received 2025-03-31 00:00:00
Product: Money transfer, virtual currency, or money service — International money transfer
Issue: Other transaction problem — 
Company: JPMORGAN CHASE & CO.

Complaint narrative:
We have a Chase Bank account in which we have checking and a {$300000.00} CD with money recieved from the sale of our home in XXXX XXXX, New Mexico. We are US citizens but moved to XXXX XX/XX/year>. We have been paying bills from this checking account and have transferred funds to our new XXXX  bank via a domestic transfer service, several times previously, so a transfer request is not an unusual event for this account. 

We have encountered a serious problem since making our move. Apparently Chase Bank will not/ can not send text notifications to our XXXX phones and we gave up our US phones in XXXX, not knowing this would be a profound liability. ( I even experienced a version of th this problem on this web site because it would not take our XXXX number and I had to use my American number for a phone I no longer have to even get in to make a complaint ). There is no alternative to using texts to verify identity, not even our email addresses. To get into our Chase account online just to pay bills, we must go through a XXXX to XXXX minute phone call every time to explain the situation in order to get a code to allow us in. We have been doing this with Chase bank for months now. 

The reason for this complaint is that the CD matured and we have been trying to send these funds to our XXXX Bank through the domestic wire service XE for several weeks now. Although we have managed to transfer money to our XXXX bank at least XXXX times before, with extreme difficulty, ( once after an hour long conference phone call with our branch account manager and the fraud division of Chase ) we have been unable to get these funds transferred simply because we no longer have US phones, they will not text to our XXXX phones and THEY HAVE NO OTHER WAY TO XXXXERYIFY OUR IDENTITY! We have spoken to at least 7 or 8 " supervisors '' all of whom have given us different information and all of whom have told us they will take care of it. They haven't, as any record of our phone calls will show. We have spent hours every day in the last seven days ( no exaggeration ) with these people, all of whom are very nice and sympathetic, but none of whom has done anything that helped.

We have attempted this transfer numerous times and it has been cancelled each time by the fraud department. Our original account manager and bank manager have left Chase Bank, so we can not appeal to them for help as we did on our first transfer, as they knew us personnally and could verify our identity. Chase has our money and unless one of us flies back to the United States to appear in person, we can't access our own money- which we can't afford, financially or time wise. We need this money to live on and to take care of our expenses in our new home. 

I realise that we are in XXXX now, but we are US Citizens and XXXX is an American back and they are doing nothing to help us further identify ourselves so we can transfer our own money. To rely solely on texting, and only to a XXXX phone, is unconscionable in this high tech age where anything and everything can be done by computer, but a simple text to a XXXX phone can not be accomplished by Chase. Both of our US stock brokerages and the XXXX XXXXXXXX XXXX credit card division send texts to our XXXX phones. 

I hope you have some ideal how frustrating, and even frightening it is, to know that money that belongs to you, money that you need and planned for in your retirement is being withheld from you - especially when Chase has a record of our transactions and the numerous calls for assistance. We are almost XXXX XXXX XXXX and are now actually physically sick from the worry and useless efforts to explain the situation and get this resolved. If I could send this letter to someone higher up at Chase Bank, I would, but I could find no one to send it to. Please, please help us. I can think of nothing further to do.

Company response to consumer: Closed with explanation