Consumer complaint received 2026-04-28 00:00:00
Product: Money transfer, virtual currency, or money service — Virtual currency
Issue: Fraud or scam — 
Company: JPMORGAN CHASE & CO.
State: CA

Complaint narrative:
CFPB COMPLAINT AGAINST JPMORGAN CHASE BANK I am filing this complaint against JPMorgan Chase Bank regarding a series of XXXX transfer failures from my business account that resulted in a loss of {$1600.00}, due to contradictory guidance from Chase representatives, a fundamental XXXX system failure, and what I believe constitutes fraud. BACKGROUND I was attempting to send my monthly rent payment of {$2600.00} to my landlord via XXXX. I set up three XXXX contacts for my landlord : 1. A contact using his correct email address confirmed as registered with XXXX XXXX. A contact using his phone number not registered with XXXX XXXX. A contact called " XXXX XXXX XXXX '' containing no email address, no phone number, and no verified recipient information of any kind. I believe this happened during my last phone call with a representative. TIMELINE OF CALLS WITH CHASE I contacted Chase customer service six times regarding repeated unexplained cancellations of my XXXX transfer attempts. I received contradictory guidance from multiple representatives across these calls : CALL 1 : XXXX, 27 minutes initial call about stopping payment of rent through checks, then moving to XXXX. Had to wait until check for the month was cashed to change to XXXX. Call 2 : XX/XX/XXXX, XXXX XXXX 18 mins. Why were the payments cancelled? Was told that I needed to send through my business account CALL XXXX : XXXX : XXXX 10 mins : Set up XXXX in business account Call 4 : XXXX : XXXX XXXX 17 minutes representative. Why were payments cancelled again? Call 5 : XXXX : XXXX XXXX 33 minutes call to supervisor, XXXX. Claim # XXXX why did the payment get cashed w/out an email. Never reached my landlord Call 6 : XX/XX/XXXX : XXXX XXXX 33 minutes : Where did the money go? Call 7 : XX/XX/XXXX : XXXX XXXX, 65 minutes- call to supervisor XXXX in Claims Dept. XXXX said that not all the information was written down from my last conversation with XXXX so she would resubmit the claim. Also spoke to her supervisor, a gentleman who said there was nothing they could or would do, case closed. Despite seven calls and escalation to supervisors, I received no consistent explanation and no resolution. Called XXXX, they said Chase cancelled the payments, and we tried a 3 way conversation with Chase, but Chase refused the call after a few minutes. FUNDAMENTAL SYSTEM FAILURE the XXXX XXXX XXXX contact was cashed on two separate days : XXXX : Payment 1 : {$1000.00} left my account XXXX : Payment 2 : {$680.00} left my account Total lost : {$1600.00} The " XXXX XXXX XXXX '' contact contained no email address, no phone number, and no verified recipient information of any kind. XXXX 's own system is designed to require a registered email or phone number to process any transfer. No such information existed in this contact. These transfers should never have been permitted to process. The original payment to XXXX was to his verified XXXX account but was cancelled with no explanation. A separate payment of {$1000.00} was cancelled before leaving my account. However, the XXXX payments above were completed and the funds were received by an unknown third party, who immediately cashed them and closed their account a widely recognized pattern of deliberate fraud. My landlord has confirmed he received no money from me during this period. JPMorgan Chase Banks own denial letter explicitly acknowledges XXXX completed payments to XXXX XXXX payments that demonstrably never reached my landlord. I have photographic evidence of most XXXX transaction records, including most cancelled attempts, both completed payments, and the XXXX XXXX XXXX contact showing no verified recipient information. CHASE 'S FAILURES 4. Six calls produced contradictory and incorrect guidance from multiple representatives including supervisors ( photos pf call logs included ) 5. Chases system allowed completed XXXX payments to process to a contact with no verified recipient information a fundamental system failure ( screen shot included ) 6. XXXX payments processed on separate days contrary to representative guidance ( screen shot included ) 7. Chase has denied reimbursement despite their own letter confirming XXXX completed payments that never reached the intended recipient ( photo included ) 8. Chase has failed to explain how funds were routed to an unverified, empty contact I AM REQUESTING 9. Full reimbursement of {$1600.00} 10. All phone call recordings and transcripts for all seven calls referenced above 11. A full written explanation of how XXXX processed completed payments to an empty, unverified contact 12. A formal fraud investigation into the account that received these funds 13. A reversal of Chases reimbursement denial

Company response to consumer: Closed with monetary relief