Consumer complaint received 2024-06-05 00:00:00
Product: Money transfer, virtual currency, or money service — Domestic (US) money transfer
Issue: Other transaction problem — 
Company: JPMORGAN CHASE & CO.
State: CO

Complaint narrative:
I went through a XXXX  earlier this year and am in the process of assuming my home loan. As part of that I have been required by XXXX to pay out all my required payouts to my ex prior to closing ( despite the legal separation agreement stating otherwise ). For that reason I had to move {$31000.00} from my XXXX XXXX XXXX account to my checking out. 

On XX/XX/XXXX I called XXXX. I planned to do a bank transfer but my checking account was no longer verified due to my name change so the associate recommended I do a wire transfer given the timeliness required for obtaining the money. I had done this once before and it worked so I assumed it would be ok. I read the routing and account number exactly as it was submitted for the previous wire. I asked the associated to read it back to me and I thought he mixed up one number so I read it to him one more time and he confirmed he had it correct. Turns out he typed the XXXX digit wrong. 

On XX/XX/XXXX the funds hadn't shown up so I called XXXX. They said to wait. On XX/XX/XXXX I called again and the associate read the last XXXX digits of the account it was sent to and this alerted me that the wrong account number had been typed. They reassured me that the money was sitting in XXXXXXXX XXXX Chase account and was being held there for the time being. I requested someone from XXXX physically call their chase associates ( since it was a XXXX account at chase ) but they refused. 

I requested that morning that an amendment be placed on the wire. I confirmed this is what I wanted done and she said she'd submit it. This was at XXXX XXXX on XX/XX/XXXX. Over lunch on XX/XX/XXXX I called for an update AND got a message from the wire department that there was an issue with my wire and I needed to contact them. When I did, I was told the original person I spoke with would call me to discuss. She claims she called and left a message but I never had a missed call or a voicemail. I called back that night and talked with a different associate who asked if I wanted to confirm to submit my amendment, to which I said, " yes! I asked for this to be done this morning '' but now it was XXXX XXXX so would not be processed until the morning. 

I called the next day and they confirmed the amendment was submitted and that I needed to wait. I called Thursday and still did not have and update. On Friday XX/XX/XXXX I was given a case ID to provide to chase to try to get an update. With that case ID, chase told me that the money had actually been deposited on XX/XX/XXXX into another person 's account ( actually a business ' account ) despite my name being no where on this business account ( and being told explicitly that my name had to match the account name EXACTLY or the wire transfer to go through ). They said they did not get the amendment prior to this deposit so once they did the amendment, it was changed to a recall request. Interestingly, XXXX had NO record of any of this. I had to provide XXXX with the updated case ID for the recall request. 

During my call with Chase on XX/XX/XXXX the associate confirmed that the wire research team had sent a secure message to the owner of the account with no response. I requested it be escalated and that someone call. They said they can't but she said a detailed note to the wire research team about what happened and the importance of the funds being returned so they proceeded to secure message this account owner daily since with no response. I have called almost daily for updates. 

On XX/XX/XXXX I went into Chase and spoke with a banker. The banker was able to pull up the account and confirm the wire with my name was in the account and that the money was still there. The banker got permission to call this individual and told me called him a dozen times over XXXX  days ( XXXX ) but he never answered his phone and his voicemail was not set up. The banker also emailed this account owner a few times with no response. 

The banker and I have requested the fraud department freeze this individual 's account since I know the business name and account number but they say this is not insecure enough to freeze the account. The wire department said they need to send a secure message daily x 30 days without a response before they will freeze the account. 

On XXXX I called chase for an update and was told that there was nothing more I could do through Chase. That XXXX needs to do the communication since they initiated the wire. This is obscene since they are not in the loop and have no reason to do this for me. This is my money, not their 's. I attempted to file a grievance with Chase but they refused to allow it and said XXXX needed to do this as well since they initiated the wire. I spoke with XXXX shortly after on XXXX and the individual said he had never had to do this before but was willing to work on it. He seemed genuine and is going to get back to me in a day or two with an update but I am not hopeful there will be progress. 

I have been calling someone about this daily and am getting exhausted. This money was the last of my emergency fund as I've had to pay out most all of my money in my XXXX settlement. I am a single mom of XXXX kids who works full time and is having to deal with this. It is exhausting to see that no one else is communicating or caring. 

The account holder is an individual who apparently is the XXXX contact for this company that is primarily based in XXXX. I am terrified that my money is going to be withdrawn and I will never be able to get it back. I don't understand why chase can't freeze the account at a minimum to help get this figured out. 

I believe XXXX and Chase are at fault XXXX. XXXX should have accurately recorded the account number and should processes in place to ensure it is accurate. 

XXXX. When it was identified that the wrong account number was entered on XX/XX/XXXX, XXXX should have called their chase partner and froze the wire to prevent it from going further. 

XXXX. Chase has a process to verify the account number and name provided matches the account it is being deposited into. When it was not a match it should have alerted them to freeze the wire and investigate further OR reject the wire and return it to XXXX. 

XXXX. When I contacted chase and confirmed my identify as the identify that MATCHES the name on the wire that was transferred but does NOT MATCH the account that the money was deposited into, chase should have frozen the deposited account to allow the proper steps to take place. 

XXXX. Finally, Chase should see that my name matches the name on the incorrect wire and I am doing everything in my power to try to get this money recalled to XXXX so I can get it back. They should just fix this. Honestly, they should just honor the amendment XXXX submitted initially and transfer the money from this wrong account into my account.

Company response to consumer: Closed with explanation