Consumer complaint received 2025-11-29 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem making or receiving payments
Company: JPMORGAN CHASE & CO.
State: NY

Complaint narrative:
I am filing a complaint because Chase mishandled my dispute regarding a misdirected XXXX payment and failed to investigate the actual issue I reported. 
On XX/XX/year>, I mistakenly sent {$850.00} via XXXX to " XXXX aXXXX XXXX '' ( recipient ID : XXXX ) the wrong recipient. I realized the error immediately and contacted Chase within seconds of sending the payment, well before the transfer could settle. I then immediately sent the correct {$850.00} payment to the intended recipient, further demonstrating that this was a genuine misdirected payment and not a disputed transaction or buyer 's remorse. 
The following business day, I visited my local Chase branch in XXXX XXXX, NY and spoke in person with XXXX XXXX XXXX XXXX ) to explain the situation and request assistance with recovering the misdirected funds. 
Despite my immediate report and in-person follow-up, Chase made no attempt to stop, recall, or recover the payment. No effort was made to contact the receiving bank or the unintended recipient through XXXX 's network. 
Ten days later, on XX/XX/year>, Chase sent a denial letter ( Claim # XXXX ) stating only that the transaction " was completed using a device consistent with previous valid account activity. '' This response addresses unauthorized transaction claimswhich I never filed. I reported a misdirected payment, not fraud.

Chase 's investigation was procedurally deficient. They failed to : investigate the mistaken recipient, attempt to recall or recover the transfer through XXXX 's established misdirected-payment process, contact the receiving financial institution, or provide any response relevant to the issue I actually reported.

Under Regulation E and the EFTA, consumers have recourse for erroneous electronic fund transfers. Chase 's boilerplate fraud-denial response demonstrates the claim was misclassified from the outset and never meaningfully investigated.

Because I reported this error within seconds of the transaction and followed up in person the next business day, Chase had every opportunity to initiate a timely recall before the funds could be withdrawn by the unintended recipient. Chase 's 10-day delay in respondingand their failure to attempt any recovery during that windowmay have eliminated the possibility of retrieving these funds. If the funds are now unrecoverable due to Chase 's inaction, I believe Chase should bear responsibility for making me whole, as the delay and procedural failure were entirely theirs.

I am requesting that the CFPB require Chase to : ( 1 ) reopen this case under the correct classification, ( 2 ) attempt fund recovery through XXXX 's misdirected-payment procedures, ( 3 ) provide a written response specifically addressing whether any recovery effort was made and why no action was taken during the critical window after my immediate report, and ( 4 ) if funds are unrecoverable due to Chase 's delay, compensate me for the {$850.00} loss. 
I am attaching Chase 's denial letter dated XX/XX/year>.

Company response to consumer: Closed with explanation