Consumer complaint received 2026-01-02 00:00:00
Product: Money transfer, virtual currency, or money service — Mobile or digital wallet
Issue: Unauthorized transactions or other transaction problem — 
Company: JPMORGAN CHASE & CO.
State: IL

Complaint narrative:
I am filing a complaint regarding a XXXX payment made through my Chase account. Although the payment was initiated by me, the circumstances surrounding the transfer resulted in financial loss, and Chase has stated there is nothing they can do to assist. 

I sent a XXXX payment to my plumber XXXX XXXX on XX/XX/XXXX and he did not receive the payment. The payment was routed to another account at a bank the plumber is not associated with, XXXX XXXX to another person. Phone # was correct phone #. 

My concern is not simply the outcome of this transaction, but the way XXXX is marketed by Chase as a safe, bank-backed service without adequate disclosure that consumers have virtually no protection or recovery options once funds are sent. 

Chase promotes XXXX as a secure and trusted payment platform, which reasonably leads consumers to believe there are safeguards comparable to other bank-facilitated transfers. In practice, once a transfer is completed, Chase disclaims responsibility and offers no meaningful remediation, even when the transaction results in harm. 

I believe this represents a gap between product representation and consumer protection. I am requesting a regulatory review and a written response from Chase addressing whether its disclosures and customer communications accurately reflect the risks consumers bear when using XXXX. 

XX/XX/XXXX Called Chase customer service, connected me to Fraud, Fraud said to call XXXX XX/XX/XXXX Called XXXX, XXXX said to call Chase Fraud XX/XX/XXXX Called Chase Payments Disputes XXXX times, was referred to therExecutive Office XX/XX/XXXX Called the Executive Office and sent detailed email about the transaction XX/XX/XXXX Received call from Executive office and XXXX said she would research the issue and email me that she received the information. Never got an email.. 
XX/XX/XXXX Followed up with XXXX and left voice mail XX/XX/XXXX Left another voice mail for XXXX XX/XX/XXXX Received a call from XXXX stating that the resources she has has been exhausted and there is nothing they can do. 

Here is the information I requested from the email : Hello, I was directed to the Executive Office after multiple calls with Payments Disputes, who informed me that they could not provide further assistance and that the matter required Executive Office review.

I am requesting the full documentation related to the Mistaken Payment Return filed under MPR XXXX. 

For my records, please provide : The date and time the MPR was submitted by Chase. 

The date and time XXXX XXXX acknowledged the MPR. 

The exact written disposition or response XXXX XXXX returned through the MPR system ( not a paraphrased summary ). 

The official MPR response code associated with XXXX XXXX reply. 

Whether XXXX XXXX indicated : receiver declined the return, funds were unavailable, or the account could not be debited. 

Whether any secondary FI-to-FI escalation was attempted. 

Whether XXXX XXXX contacted their customer regarding the recovery. 

Whether Chases internal notes reflect the statements I was given by multiple representatives, including : XXXX XXXX refused due to a name mismatch, Chase has exhausted its options, and You must contact XXXX, even though the MPR process is between banks directly. 

Confirmation of whether this case remains open or has been closed in your system. 

I also need a copy or summary of the internal case notes pertaining to this MPR so I can accurately document the steps taken by both banks. 

Please confirm receipt of this request and provide the written documentation at your earliest convenience. 

Thank you, XXXX

Company response to consumer: Closed with explanation