Consumer complaint received 2026-01-21 00:00:00
Product: Money transfer, virtual currency, or money service — Domestic (US) money transfer
Issue: Other transaction problem — 
Company: JPMORGAN CHASE & CO.
State: TX

Complaint narrative:
I set up a recurring monthly XXXX payment of {$56.00} from my Chase account to my brother using his phone number ( XXXX ) XXXX, which at the time was enrolled to his XXXX account. The payment was labeled Phone bills and scheduled for the XXXX of each month with no end date. I can not say the start date for sure, as Chase only allows me to view transactions within the last 24 months. 

After a recent review of my finances, I discovered these payments were still being sent though we no longer share a phone plan since he changed his number. I contacted my brother to ask whether he was receiving the payments and to request reimbursement, and discovered that he had closed his Chase account in XX/XX/XXXX. 

To figure out where my money had been going if not to the recipient I correctly directed, I subsequently participated in a conference call with representatives from Chase and XXXX, during which it was confirmed that the phone number ( XXXX ) XXXX is currently associated with an active XXXX account at Capital XXXX. This demonstrates that Chase and/or XXXX are XXXX to view recipient enrollment information and receiving bank details that are not visible to me as the sender. 

Despite this capability, neither Chase nor XXXX provided any notification, alert, or re-authorization request when the recipient enrollment changed from my brothers Chase account to an unknown third party at another bank. This information was not disclosed to me until I independently identified the discrepancy and raised it for investigation. 

Chase continued debiting my account for these transfers without notifying me of a material change in recipient identity or requiring confirmation that I intended to send money to a different person or account. 

The transactions appear monthly and consistently show Completed / Accepted '' as seen in the provided screenshots, with an XXXX month gap between the last successful payment to my brother on XX/XX/XXXX of XXXX and the first payment to an unknown third party on XX/XX/XXXX of XXXX When I first contacted Chase, I was told they were not responsible and that I would need to contact XXXX, who said the same. This response conflicted with the later confirmation that Chase and/or XXXX are able to view recipient enrollment and receiving bank information associated with these transactions. 

The long and short of it is that while I understand Chase and XXXX require users to verify recipient information themselves on initial transactions and are not responsible for money lost or misplaced by the failure to do so, my case does not apply and they are still responsible, as I verified the recipient 's information correctly when I set up the automatic monthly payments, and they failed to inform me of a change in the verified information they could see that I could not, and allowed payments to continue to an unknown third party without notice or re-authorization.

Company response to consumer: Closed with explanation