Consumer complaint received 2024-08-01 00:00:00
Product: Money transfer, virtual currency, or money service — International money transfer
Issue: Other transaction problem — 
Company: JPMORGAN CHASE & CO.
State: FL

Complaint narrative:
Have attempted to send a wire transfer from my US account to my joint dollar account in the XXXX XXXX - 2 times - for the purchase of an apartment in the XXXX XXXX. These, as explained below, were cancelled without explanation via an email. 
Subsequently my wife attempted to send a {$30000.00} wire directly to the seller as a good faith deposit as we are concerned that the Seller will lose patience and cancel the purchase agreement due to lack of performance by us, the Buyer. She has attempted this twice and each time it has been cancelled with explanation despite having called the Security department immediately after submitting the wire, answering all their questions and receiving assurances that all was fine. 
First time on XX/XX/year>, in person in a Chase branch in XXXX which was subsequently rejected with no explanation notice by email, no call, only an XXXX number ( with incorrect selection option given ). Called number without success. Retried wire again on Sunday XX/XX/XXXX using the online wire function, also spoke with a representative who changed my account type to provide a higher transaction limit. Answered all security questions successfully, and was assured that all would be well. Note - none of the representatives I spoke with would provide their full name or employee ID. For sake of good order, went to same Chase branch at XXXX Monday, XX/XX/XXXX, to follow up in person via a branch employee. We spoke with the security representative, successfully answered all questions, and was assured all was good. I then went to the airport to go to the XXXX XXXX in preparation for closings, and while waiting to board, again received email announcing wire cancellation with no explanation. I called the security review number and ultimately spoke with a supervisor. She reiterated that once a wire has been cancelled it has to be resubmitted by sender and there was nothing they could do other than to m My wife then attempted to send a wire directly to the Seller, a XXXX corporation, on Wednesday XX/XX/XXXX this time for XXXX. Same result - cancelled. Called representative. Told to try again. She did on XXXX, and called security rep ( " XXXX '' ) immediately. Again satisfactorily answered all his questions and was assured wire would be processed. Mid morning received the usual cancellation email. 
Issues XXXX. Despite repeated requests, we have not been given any explanation as to why wires are being cancelled- it is impossible to fix a problem if you don't know what the problem is. 
XXXX. Never received any phone calls warning of cancellation or asking for more information. 
XXXX. The planned apartment purchase is now in jeopardy die to Chase 's indifference to our situation, and lack of responsiveness and explanation. 
XXXX. I have not received a promise call from a manager in the Security Department. 
XXXX. At this point, we are desperate and urgently request your involvement

Company response to consumer: Closed with explanation