Consumer complaint received 2024-05-14 00:00:00
Product: Money transfer, virtual currency, or money service — Domestic (US) money transfer
Issue: Wrong amount charged or received — 
Company: JPMORGAN CHASE & CO.
State: CA

Complaint narrative:
On XX/XX/year>, my husband initiated a single wire transfer for the amount of {$26000.00} from our Chase Bank checking account. That same day, I noticed that his checking account had a balance of XXXX, and upon investigating, I saw that a duplicate wire transfer had been initiated by the bank, which was still pending. The duplicate wire transfer put my husband 's account into default and the overdraft amount of {$20000.00} was taken from our savings account to bring the account balance to a XXXX. I called the customer service line at XXXX XXXX. and spoke with a representative by the name of XXXX. I explained to her the situation and she investigated the issue on her end. She told me that the duplicate wire transfer was a bank error, and that it would not be processed. She apologized for the error and assured me that by 12 hours the money would be back in my husband 's bank account. 

The next morning at XXXXXXXX XXXX on XX/XX/year>, my husband saw that the duplicate wire transfer had gone through and been processed. I called the Chase customer service line immediately. I first spoke with a representative by the name of XXXX, who immediately transferred me to the Wire Claims department. I then spoke with XXXX, who offered me two choices : 1. for myself to contact the recipient of the duplicate wire transfer and ask for the money to be returned ; or 2. for Chase to try and recall the money by contacting the recipient and asking for the money to be returned. The recipient would have ten business days to respond and if they did not, Chase would attempt to make further contact to have the money returned. If the recipient did return the money, minus any fees incurred as a result of the transfer back, then I would receive the money back, minus the fees. Chase would not cover those fees. There was also no definite timeline to how long this process would take. 

I responded to XXXX that both options were unacceptable, as the duplicate wire transfer was a bank error. She agreed and connected me with her supervisor. The supervisor, XXXX, repeated what XXXX had said what my options were. When I told her that these two options were unacceptable, she attempted to end the call. She said that because I was refusing what was offered to me, that she could no longer help with my situation. I then asked her how I could get my money back and be made whole again. I explained again to her that the bank had taken {$26000.00} from my bank without my authorization. She said that Chase could not deposit that missing money into my account while they recalled the money. I would have to wait until the recipient returned the money to Chase. She could not say when or if the money would be returned to my account. 

I would like some help in navigating this situation. Through no fault of my own, Chase Bank has fraudulently taken {$26000.00} from my account and wired it to another party without my authorization. The phone calls that I made to Chase Bank have been recorded, and in those recordings, at least two of the representatives have admitted that the duplicate wire transfer is a bank error. Chase is not taking the appropriate steps to rectify this issue and is continuing to withhold the money that is rightfully mine.

Company response to consumer: Closed with monetary relief