Consumer complaint received 2023-12-28 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:
To Chase Bank Regarding Mortgage Account No. XXXX Property Address : XXXX  We had requested a refund on a payment made to the principal of our Chase bank mortgage of {$1300.00} from a XXXX XXXX XXXXXXXX billpay sent on XXXX XX/XX/XXXX XXXX 
I had called Chase bank on XXXX XXXX to request the refund. 
Chase bank issued a letter to me on XXXX XXXX stating they had returned {$1300.00} to the bank that had sent the payment. As of XXXX XX/XX/XXXX XXXX   I have not received the refund to the bank that sent the payment, ie : XXXX XXXX XXXXXXXX. 
I made several phone calls to Chase mortgage escalations and was on 3-way calls with XXXX XXXX XXXXXXXX bill pay and XXXX XXXX XXXX to locate the lost funds. But the funds still have not been located. 
This letter is to request that Chase Bank issue a check to me at the property address above for the amount of {$1300.00} that was never received. 

History of phonecalls made to Chase and XXXX XXXX  XXXX XXXX XX/XX/ I called Chase Mortgage customer service to let them know that the {$1300.00} Chase was supposed to have refunded was never received. Chase customer service agent did some investigation and informed me that the funds was returned to the bank that sent the payment and it was a 3rd party called XXXX. We got on a 3 way call with XXXX and they confirmed they did not see the funds anywhere in their transaction history. Then we got on a 3 way call with XXXX XXXX XXXX, and they confirmed they also do not see the funds from Chase anywhere in their transaction history. 
I requested for a formal investigation by Chase and was referred to a Chase Escalations agent ( called XXXX ). The agent said she would call back on XXXX XXXX after more than 10 business days had elapsed from the XXXX XXXX letter Chase had sent stating the funds had been refunded. 
I was on the phone for 2 hr and 6 mins. 

XXXX XX/XX/ XXXX XXXXXXXX from Chase bank did not call me. 
So I called Chase at XXXX ext XXXX and spoke with XXXX. XXXX agreed to open a formal investigation and assigned a case no. XXXX I was on the phone for 11 mins. 

XXXX XX/XX/ Chase Escalations agent XXXX called me to let me know the {$1300.00} was sent back to a 3rd party called XXXX. She asked me to call XXXX, whereby I informed XXXX from Chase that i and a Chase customer service agent had been on a XXXX way call on XXXX XXXX, and XXXX verified they did not receive those funds nor transfer those funds to XXXX XXXX XXXX. XXXX from Chase agreed to do further investigation and call me back on XXXX XXXX. 
XXXX XX/XX/XXXX XXXX XXXXXXXX from Chase did not call me. So I called Chase and spoke to a Chase Escalations manager XXXX. I and XXXX got on a 3 way call with XXXX where they confirmed they did not have access to XXXX XXXX XXXX accounts and transferred us to XXXX XXXX  XXXX XXXX XXXX. XXXX informed the XXXX XXXX XXXXXXXX XXXX XXXX agent that we were trying to locate the bulk wire sent by Chase on XXXX XXXX of {$4300.00}, of which {$1300.00} was supposed to be routed to my XXXX XXXX XXXXXXXX checking account. XXXX XXXX XXXXXXXX confirmed they do not see the refund in my checking account, and agreed to provide XXXX information to their investigation team to locate the bulk wire. The XXXX XXXX XXXXXXXX agent asked for the bulk wire batch number but XXXX did not have that information. 
XXXX asked me to email Chase Mortgage escalations at XXXX with my XXXX XXXX XXXXXXXX account statements to demonstrate I had not received the {$1300.00} refund. I sent that email as requested. XXXX and I agreed to wait for XXXX XXXX XXXXXXXX to try to locate the bulk wire, and that Chase bank would call me before XXXX XXXX to follow-up. 
I was on the phone for 58 mins. 

XXXX XX/XX/XXXX XXXX Chase Escalations Manager XXXX called me to follow up on the case. I confirmed that XXXX XXXX XXXXXXXX indicated they needed more information to locate the bulk wire that was sent by Chase on XXXX XXXX. XXXX and XXXX got a 3-way call with XXXX XXXX XXXXXXXX XXXX and they asked for a wire batch number to track down the bulk wire of {$4300.00}, of which {$1300.00} was supposed to be sent to my XXXX XXXX XXXXXXXX checking account. Chase Bank could not provide a wire batch number, but instead provided an XXXX number XXXX to XXXX XXXX XXXXXXXX XXXX XXXX agent who said they will pass on the information to their investigation team. The XXXX XXXX  XXXX case no. is XXXX. XXXX XXXX XXXXXXXX agent XXXX said it should take up to 5 business days to investigate. 
I asked XXXX to escalate the Chase investigation to her supervisor and confirm that the bulk wire sent by Chase had the right information to route the {$1300.00} to my XXXX XXXX XXXXXXXX account. 
I was on the phone for 1 hr and 15 mins. 
XXXX XX/XX/ I sent a message through Chase secure message center to ask for the bulk wire batch number. A reply was sent by XXXX stating that Chase issued a payment refund to their bill payment servicer XXXX and I need to call XXXX to provide my XXXX XXXX XXXXXXXX account number. She provided the number XXXX to call. 
XXXX XX/XX/ I called XXXX and the representative refused to acknowledge if this was the phone line to XXXX. When I told her this was for a wire trace for funds sent from Chase to XXXX XXXX  XXXX she transferred me to the XXXX XXXX XXXX bill pay line. 
After I realized i had been transferred to XXXX XXXX XXXXXXXX bill pay, I hung up the phone since the previous days call had already been to that location.

Company response to consumer: Closed with non-monetary relief