Consumer complaint received 2025-07-11 00:00:00
Product: Money transfer, virtual currency, or money service — Domestic (US) money transfer
Issue: Money was not available when promised — 
Company: CHARLES SCHWAB CORPORATION, THE
State: NC

Complaint narrative:
On XX/XX/year> I sent a payment of {$1300.00} from my XXXX XXXX Bank XXXX account to my XXXX XXXX XXXX XXXX account using XXXX. I go through this process to pay my mortgage and equity loan payment monthly, for over XXXX  years. XXXX was accessed directly from my XXXX XXXX Bank online app. I received a confirmation number from XXXX XXXX that the money was taken out of my account and transferred to the other institution, I still have this email. XXXX XXXX sent me an app update that the money had been moved to my XXXX XXXX bank account. I don't have a way to prove I saw the app update that the money had been transferred, but going through this process often, I wait for the update from the app then go to pay the Mortgage and XXXX loan payment through the XXXX XXXX app. 
Everything seemed normal until I recently realized that my XXXX XXXX XXXX XXXX XXXX XXXX had actually paid for my Mortgage and Equity loan in the month of XXXX. Upon further review, my XXXX XXXX XXXX Account never shows a credit from XXXX for {$1300.00} on XX/XX/XXXX, the money was never added to my account. Upon reviewing my XXXX XXXX XXXX  Account, the money is clearing taken out of my account on XX/XX/XXXX, and never credited back to my account. I received no errors that the transfer was unsuccessful. After realizing the problem, I contacted XXXX XXXX help line first. XXXX XXXX is partnered with XXXX as well, so the lady was able to check my confirmation number with XXXX and see where the payment was supposed to credit my XXXX XXXX checking account. She assured me I would get my money back and this would be resolved, she made a ticket for me, gave me a case number and told me someone from a high department would call me the next day. The following day someone from XXXX XXXX contacted me, told me he could see the payment was supposed to enter my account but that my account never actually got the money. He then proceeded to tell me he couldn't help me and I need to contact XXXX about the issue. Frustrated, after being told I would have this resolved, I attempted to contact XXXX but because the transfer was initiated on the XXXX XXXX app, I can't talk directly to XXXX, I have to speak with XXXX XXXX Bank. I contacted XXXX XXXX bank and they also confirmed the transfer was initiated through XXXX on XX/XX/XXXX and the money was debited from my account and not refunded at any point. She told me all she could do was file a dispute with XXXX claiming the money had never been delivered. I was then informed that this dispute would take up to XXXX  days for any kind of answer about what happened to my money. I feel this is a completely unacceptable time frame and that somehow my money is in real jeopardy of never being found and I will just have lost {$1300.00}. I could understand needing up to a week to investigate the missing money, but XXXX days is ridiculous. I also feel that the institutions involved are both claiming the problem isn't with them. I need help resolving this matter.

Company response to consumer: Closed with explanation