Consumer complaint received 2025-12-04 00:00:00
Product: Money transfer, virtual currency, or money service — Mobile or digital wallet
Issue: Unauthorized transactions or other transaction problem — 
Company: JPMORGAN CHASE & CO.
State: FL

Complaint narrative:
I am an international student and I contacted Chase immediately after sending a XXXX payment that was still pending. My XXXX is set up so that payments are not processed until the following day. Because of this, when I sent the payment on Wednesday morning, it was still pending for hours. 

Timeline of what happened : On Monday, XX/XX/year>, I was scammed by someone pretending to sell me a puppy for adoption. I paid a {$350.00} deposit to secure the puppy. 

On Tuesday, XX/XX/year>, they told me I needed to send an additional {$490.00} for a crate to transport the puppy. I could not send it that day because I had reached my XXXX limit. 

On Wednesday morning, XX/XX/year>, I sent the {$490.00} payment through XXXX. The payment showed as pending, not completed. As soon as I saw it remained pending, I realized the situation was likely a scam and I immediately contacted Chase while the transaction was still pending. 

During my first call, the Chase representative clearly told me that the pending XXXX transaction had been cancelled. She repeated this multiple times. A few minutes later, I received an official email from Chase confirming that the transaction was cancelled. The representative even asked me to confirm that I received the email, which I did. Based on her statements and the written confirmation, I believed the transaction had been successfully stopped. 

After that, she transferred me to another representative so I could start a claim for both transactions. When I explained to the second representative that the first representative had already told me the transaction was cancelled, he said that maybe his system was not updated yet, which is why he didnt see the cancellation on his end. He did not contradict what the first representative saidinstead, he suggested his computer might simply not have refreshed yet. I fully understand that under normal circumstances XXXX transactions can not be cancelled, but both representatives told me or implied that the cancellation had gone through, and I relied on that information. 

The next day ( Thursday XX/XX/year> ), I found out that this was false. When I called Chase again, I was told that the previous representatives had given me incorrect information and that XXXX transactions can not be cancelled under any circumstances. I was also told that the cancellation email I received was a mistake. I acted immediately, in good faith, and relied entirely on the instructions and written confirmation provided by Chase. This misinformation directly caused financial harm. 

I then went to a Chase branch for assistance. Instead of offering solutions, I was told, there is nothing we can do, and the employees only expressed sympathy. The branch manager told me that everyone receives the cancellation email and it is normal, which directly contradicts the fact that the first representative used that email as proof of cancellation and asked me to confirm receiving it. This contradicting information shows internal inconsistency and lack of accurate communication within Chase. 

When I asked if any type of compensation or internal exception review could be done, since the misinformation came from Chase, the manager told me, Youre welcome to take legal action. This response felt dismissive and inappropriate, especially considering that the financial loss was caused by Chases own employee and their written communication.

I am requesting : A good-faith refund or exception adjustment, since the loss was caused entirely by misinformation from Chase employees .

A review of the recorded calls, especially the representative who told me the transaction was cancelled.

An explanation of why Chase sent an email confirming a cancellation that never occurred. 

A written resolution addressing this case of misinformation, internal inconsistency, and misrepresentation. 

Given that the financial loss occurred because of false information and a false cancellation confirmation provided by Chase, I am expecting the bank to do what is right and take responsibility for the error. 

Thank you for your assistance.

Company response to consumer: Closed with explanation