Consumer complaint received 2025-11-13 00:00:00
Product: Checking or savings account — Other banking product or service
Issue: Managing an account — Problem using a debit or ATM card
Company: JPMORGAN CHASE & CO.
State: NY

Complaint narrative:
Complaint re : Mishandling of Mistaken Domestic Wire Transfer and Failure to Assist Consumer Against : JPMorgan Chase Bank, N.A.

To Whom It May Concern : I am submitting this complaint regarding JPMorgan Chase Bank, N.A. ( Chase ) and its handling of a mistaken domestic wire transfer that I initiated from my Chase account to an account at XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX ). 

I am a student residing in New York, and the funds involved are my rent and basic living expenses. Because of Chases delayed actions, lack of written communication, and failure to meaningfully escalate my case, I am currently at risk of not being able to pay rent and losing my housing. 

1. Basic Transaction Information Date of wire transfer : XX/XX/year> Amount : XXXX USD Sending bank : XXXX Chase Bank, XXXX. 
Receiving bank : XXXX XXXX XXXX XXXX XXXX XXXX Receiving account name ( as entered ) : XXXX XXXX Receiving account number : XXXX ( XXXX XXXX ) Chase case number : XXXX Chase department handling the claim : Wire Claim Department Phone : XXXX This was a domestic wire transfer. I mistakenly entered the wrong beneficiary account information, so the funds were sent to an unintended XXXX XXXX account. 

2. Timeline of Events XX/XX/year> Wire sent I initiated a domestic wire transfer of {$6000.00} from my Chase account to a XXXX XXXX account ( account number XXXX ). At that time, I did not realize that the beneficiary account information was incorrect. 

Around XX/XX/year> First calls to XXXX XXXX XXXX Chase After waiting approximately three days without seeing any correction or return of the funds, I contacted XXXX XXXX by phone ( around XX/XX/XXXX ). 
XXXX XXXX initially told me to wait, stating that a wire can take some time. 
When it became clear that the information was wrong and the funds had gone to an unintended account, XXXX XXXX told me that they could not help me directly and that I would need to contact my own bank, Chase, to address the issue. 

Around XX/XX/XXXX, I then contacted Chase for the first time regarding this mistaken wire and asked them to help : I requested that Chase open a case, treat this as a mistaken/fraud-type situation, and contact XXXX XXXX regarding the wire . 
A case was opened under Case No. XXXX with the Wire Claim Department ( XXXX ). 

October 2428, 2025 Repeated calls to XXXX XXXX Between approximately XX/XX/XXXX and XX/XX/XXXX, I continued calling XXXX XXXX : For the first few days, they continued to tell me to wait because wire transfers take some time. 
Once we confirmed that this was a misdirected transfer, they repeated that they could not act directly for me and that I had to work through Chase. 

XX/XX/year> Second contact with Chase On or about XX/XX/XXXX, I contacted Chase again to follow up : I was told that Chase had not yet received any response from XXXX XXXX. 
I was instructed to wait another 35 days before contacting them again. 

XX/XX/year> Third contact with Chase On or about XX/XX/XXXX, I called Chase once more : Again, I was told that there was still no response from XXXX XXXX. 
This time, Chase extended the waiting period and told me to wait 10 days. 
I explained that this was not acceptable because these funds are my rent and living expenses. I requested that they send another message and take more active steps. 
They told me they would send another message and asked me to wait XXXX more week. 

Around XX/XX/year> In-person visit to XXXX XXXX XXXX XXXX XX/XX/XXXX, I went in person to a XXXX XXXX XXXX and spoke with a manager : The branch manager called internally and then told me that there was nothing more they could do directly. 
I was told that all I could do was wait and communicate through Chase, and that XXXX XXXX does not handle this from my side as the sender. 

XX/XX/year> Chase initiates formal recall ( late ) On XX/XX/XXXX, after my repeated calls and pressure, Chase finally informed me that they would initiate a formal recall of the funds from XXXX XXXX. 
This means a formal recall was not started until 13 days after the original wire ( XX/XX/XXXX ), despite my contacting Chase about the issue around XX/XX/XXXX. 
Before XX/XX/XXXX, Chase mainly kept telling me to wait and that they were waiting for XXXX XXXX to respond. 

XX/XX/year> Follow-up with Chase, no update On XX/XX/XXXX, I went to Chase again to ask for an update : I was told there was still no new information. 
I asked them to send another message to XXXX XXXX, and they said they did so. 

XX/XX/year> XXXX XXXX reports no response from account holder On XX/XX/XXXX, Chase informed me that they had finally received a communication from XXXX XXXX stating that XXXX XXXX had not received any response from the account holder whose account received my mistaken wire. 
Chase told me again that they could do nothing further except send more messages and wait for a response from XXXX XXXX and/or the account holder. 

XX/XX/year> Latest call to Chase On XX/XX/XXXX, I called Chase again : I was told that they would send another message in the next two days to XXXX XXXX. 
Once again, I received no concrete plan, no escalation, and no written communication. 

3. Lack of Written Communication, Documentation, and Escalation Throughout this entire period ( from late XXXX through XXXX ) : I have never received any written update from Chase about the status of the investigation or recall, despite repeatedly asking. 
I have not been provided with any copy of the recall request, written confirmation of when it was actually sent, or any detailed record of Chases communication with XXXX XXXX. 
Chase has not provided any formal investigation report, nor any indication that the matter was meaningfully escalated beyond the basic Wire Claim Department level, even though this involves a significant sum for a student and an obvious mistaken transfer. 
Each time I call, I am told essentially the same thing : We are waiting for XXXX XXXX. 
The receiving account holder has not responded. 
There is nothing more we can do right now.

In other words, Chase has placed the entire burden on me to wait indefinitely, while it has delayed critical steps ( such as initiating a formal recall ) and refused to provide the documentation I requested. 4. Harm and Hardship This
{$6000.00} is not extra money. It is my : Rent payment, and Main living expenses for the next one to two months.

I am a student with very limited savings and no regular income. Because of this mistaken transfer and the way it has been handled : I am at risk of being unable to pay rent and potentially facing warnings or eviction from my landlord.

I may soon have no money for basic living costs, including food and basic necessities. 
The ongoing uncertainty and lack of clear, written communication from Chase have caused significant stress and anxiety, and are seriously disrupting my academic and daily life.

Despite knowing that this money is essential for my housing and survival, Chase has : Failed to provide timely or proactive assistance ; Delayed initiating the formal recall ; Refused to provide written status updates or documentation ; Repeatedly told me that they can do nothing other than wait for XXXX XXXX and the account holder to respond. 

5. Issues of Concern I understand that I made a mistake entering the beneficiary account information. I am not disputing that the initial error was mine.

However, my complaint focuses on Chases handling after the error was reported, including : a. Delay in initiating a formal recall Despite my contacting Chase around XX/XX/XXXX, Chase did not initiate a formal recall until XX/XX/XXXX ( approximately 13 days after the wire ). 

b. Failure to provide written communication and documentation No written updates or confirmation of actions taken. 
No copy of the recall request or record of communication with XXXX XXXX. 

c. Lack of meaningful escalation No evidence of higher-level or urgent escalation, despite the large amount relative to my financial situation and the clear hardship involved.

d. Minimal advocacy on behalf of the consumer Chase consistently told me to wait indefinitely, without offering alternative solutions or a clear plan.

Company response to consumer: Closed with explanation