Consumer complaint received 2025-11-08 00:00:00
Product: Money transfer, virtual currency, or money service — International money transfer
Issue: Other transaction problem — 
Company: JPMORGAN CHASE & CO.
State: CA

Complaint narrative:
I hold my savings and checkin account with Chase bank ( specifically at XXXX XXXX XXXX, XXXX, CA XXXX ). Recently, I availed International Wire Transfer service from Chase bank to transfer amount to my account in XXXX. The first attempt of this transfer was initiated on XX/XX/XXXX. This first attempt failed as the person who initiated this transfer did not know that a Purpose Code is needed for such transaction. Similarly, chase bank never reached us out seeking the additional information and did so at the last minute by which time the transaction was already declined by the intermediary bank involved. Chase ( the branch above ) never told us that an intermediary bank is involved for such transaction and never provided any additional information too. 

We did synch up with our XXXX bank and acquired the required information and initiated another wire transfer ( dated XX/XX/XXXX ) from the same branch as mentioned above. On the same day I had initiated 2 wire transfer requests, one for my loan repayment in XXXX and the other for family. Chase wire department called me on Monday XXXX XXXX, XXXX and they did confirm all the details related to both the transfers to which I promptly obliged with all relevant details. I was told that all the information have been confirmed and both the transfers will now proceed as planned. However, only one wire transfer succeeded and again Chase never reached out to me until it was Thursday, XXXX XX/XX/XXXX with an email that my wire transfer for loan repayment was cancelled because the information was not confirmed by me. THIS REASONING is clearly unacceptable, as I had promptly confirmed both the wire transfer information. When I checked with Wire department on Thursday, XXXX XX/XX/XXXX, the wire department did tell me that the information was confirmed by me and apologized for the mix-up and once again they took all the information from me even though the transaction was cancelled. 

Since I am a XXXX  who has to be in XXXX  from morning XXXX to until evening XXXX XXXX  on most days to cover for after XXXX XXXX, the banker at the branch did tell me that she can surely help provide the information to my husband who was there at the branch with me. We did tell them that my husband is not on my account, to which the banker said I need not worry and since I can not be their in person, If my husband comes to branch they will provide the information. However, when the transaction was cancelled, I sent my husband to the branch on Thursday XXXX XX/XX/XXXX and he had to be at the bank leaving his office work and meeting from the middle. However, when he was there at the bank, they refused to divulge any information and said I need to be there in person for them to give information. He did convey that the banker promised that my husband 's presence was enough, but the banker changed the response and said I have to be there. 

Once again today XX/XX/XXXX, I went to the bank seeking clarification and response but the representatives at the branch were very rude with their response. When we communicated the stress and delay this has caused to us and that additional interest that we have accumulated on our loan account, their response was flat and rejective saying " we can close our account with Chase if we are not satisfied ''. When we told them, we will escalate this matter as this has caused financial strain with stress of mis-information, the person said " we can raise the concern and anyways this branch is going be closed on XX/XX/XXXX ''. Throughout this experience, not even once the bank personal at the branch were supportive to the fact that an issue had happened and showed sympathy, but rather they been utterly rude. When we seaked information of the supervisor for the banker who helped with wire, they rejected saying those information are not available. 

We have now initiated the wire transfer the 3rd time from Chase bank ( another branch : XXXX XXXX XXXX, XXXX, CA XXXX ) who were really helpful and took good care of us througout, a totally opposite experience we received from Chase Bank XXXX XXXX XXXX XXXX ).

Company response to consumer: Closed with explanation