Consumer complaint received 2024-08-30 00:00:00
Product: Money transfer, virtual currency, or money service — Domestic (US) money transfer
Issue: Confusing or missing disclosures — 
Company: JPMORGAN CHASE & CO.
State: FL

Complaint narrative:
XX/XX/year>, XXXX XXXX XXXX, Florida, XXXX Consumer Financial Protection Bureau To Whom It May Concern, On XX/XX/year>, I sent a {$5000.00} transaction via XXXX through my Chase Bank app to XXXX. Unfortunately, the transfer was sent to an incorrect phone number, previously owned by XXXX that had been changed months earlier, resulting in the funds being sent to the current owner of that number. Realizing the mistake within minutes, l immediately contacted Chase Bank and spoke with a representative who confirmed that the funds were successfully retained and would be returned to my account within XXXX business days. Iwas provided with a case number XXXX. 
The following day, I visited a Chase Bank branch in XXXX, where I consulted with XXXX XXXX, who regularly advises me on credit card decisions and investment matters. XXXX XXXX assured me that she had contacted the appropriate department, who reconfirmed that the funds were retained on time and would be deposited into my account within XXXX business days. Trusting this information, I awaited the refund. After the XXXX business days passed without the funds being deposited, Idecided to, on XX/XX/XXXX '', call the bank to find out why no credit to my account had yet been made. To my concern, Iwas informed that, not only had no claim had been filed on XX/XX/XXXX ; despite having the case number XXXX but that XXXX had a policy in place which allowed XXXX the ability to pull funds back from an errant bank account if the funds were still in account. The representative, named XXXX, told me that no action had been done on XXXX XXXX '', or XX/XX/XXXX ' '' losing XXXX business days. XXXX further revealed that the funds were sent to the wrong recipient on the same day of the transaction, XX/XX/XXXX, indicating that the information provided to me on XXXX separate occasions, the second with XXXX XXXX from the branch office, was incorrect and that there was negligence on the part of the bank 's staff, who having acted sooner at the retrieval policy described by XXXX, would have stood a much better chance on XX/XX/XXXX than they would on XX/XX/XXXX. As a result, I now feel deceived and frustrated by this conflicting information. 
Again, we were told that a formal claim had not been filed prior to XX/XX/XXXX. On XX/XX/XXXX, I again followed up with XXXX XXXX department, and was informed that an investigation would be conducted, stating that the funds would be credited back into to my account. However, when XXXX on XX/XX/XXXX '' to inquire about the investigations results, Iwas told that no errors had been found and the claim on XX/XX/XXXX, and that the funds were sent without mistake. They didnt consider the prior claim at all, all the time. 

This response suggests that the information Ireceived on XXXX previous occasions was incorrect and that XXXX personnel had multiple opportunities to mitigate this financial damage and willfully failed to do so. Furthermore, the case number XXXX, provided ot me on XX/XX/XXXX, appears to have been invalid, reflecting poorly on the bank 's ability ot manage customer issues effectively and borders on fraud. This situation has caused significant stress, leading to XXXX XXXX XXXX XXXX XXXX XXXX, which has adversely affected my health over the past month. Ikindly request that this letter reaches the appropriate individual who can review my case with the care and respect that a loyal customer deserves, so that we can continue our relationship on a positive note. 
The Claim number on the XXXX of XXXX, that was issue 10 days after our first conversation with Chase bank is # XXXX. 

I feel that the costumers have not protection with XXXX transactions, and should exist a way for costumers, to dont have to expose their self to lies from a entity like Chase Bank XXXX I consider XXXX is a way to facilitate transactions but with not insurance or security to protect events like mine, and the public should know about it! 
I consider that loosing {$5000.00} dollars by XXXX and now have to pay my debts, an other {$5000.00} is not easy for any body ; and the bank should consider their error of not retaining the money on time, when was advice and they reassure to me they got the money on time and they will send it me back. 
I consider the XXXX is wrong and it is imposible to believe that once an individual get the money send it wrong for any reason, dont exit a way of protection to the costumers. 
I consider if we are getting to the modern world, feelings solo and been In the hands of a bank that used their power to a costumer and cover their mistakes it is a big error ; I consider that XXXX system it is extremely dangerous because it happened many errors from their side as well, since they read this transaction as the receiver it was a friend of mine, the screen of my phone just showed the name of the old owner of the phone, XXXX XXXX, my friend, and once I finished the transaction and the money was sent, the screen show me XXXX names, the person who is the new owner of the phone and the old owner of the phone. Those are Terrible mistakes, It should had been show the name of the new owner, before the transaction was done. I consider I was innocent and I was doing the correct transaction. 
Since XXXX, never ask me more security questions, regularly they do, it reaffirmed there is also a mistake, because they read that phone number like and old contact on mine, and they didnt read that the same phone number once was of my friend, belong to other person and they sent {$5000.00} immediately, because there is a problem in the XXXX that couldnt detect that telephone number as not in my contacts in old transactions. 
Beside that how can it be possible they can not protect a costumer today, where everything in the XXXX is more modern ; I have been retain for a couple of days sometimes, when before i sent or receive money I have to fill a form or at least with that amount of money! 
It seem to me that we, the costumers, not have protections and rights. 
I believe this case need to be consider by Consumer Financial Protection Bureau as an important topic to change the mistakes in the system and consider my case to be review and I hope you will be able to help me to have my money back in my account. 
Thanks XXXX Note : I will attach the bank response from the XXXX XXXX XXXX, in response of the first claim on XX/XX/XXXX, where they didnt retain the money. And just right after the second claim ( XXXX XXXX ) where they told us no claim was issue on the XXXX! 
A XXXX other responses. 
I can provide with pictures of the screen of the phone before I did the transaction and after ; just after showed the name of the new owner of the line. 
A letter I sent to the bank to reopen my case.

Company response to consumer: Closed with explanation