Consumer complaint received 2026-05-26 00:00:00
Product: Money transfer, virtual currency, or money service — Domestic (US) money transfer
Issue: Other transaction problem — 
Company: JPMORGAN CHASE & CO.
State: CA

Complaint narrative:
I am submitting this complaint regarding a wire transfer recovery case involving XXXX, JPMorgan Chase, and XXXX XXXX. I was the victim of a fraudulent real estate wire transfer involving impersonation of an escrow account during a home purchase transaction. After the wire transfer was sent, a recovery/recall process was initiated between JPMorgan ChaseXXXX and XXXX XXXX XXXX However, throughout the recovery process, I have received multiple conflicting explanations regarding the status and location of the funds, and I have been unable to obtain clear or consistent information from the involved institutions. Initially, XXXX XXXX informed me that the receiving fraud account had already been flagged and that the funds may have been intercepted before being credited into the fraudulent account. Later, XXXX/JPMorgan Chase informed me that the recall request had been rejected because there were no funds to recover in the receiving account. More recently, a XXXX XXXX banker informed me that the funds were actually frozen within the fraud account itself, which directly conflicts with the earlier explanation that the funds never entered the fraud account. In addition, I was previously informed that the account name and account number did not match, which further adds confusion regarding whether the funds were ever properly credited into the fraud account. There have also been conflicting statements regarding the Letter of Indemnity ( LOI ) : * XXXXJPMorgan Chase stated that the LOI had already been submitted to XXXX XXXX . * XXXX XXXX later informed me they had not received the LOI. I attempted to contact JPMorgan Chase directly regarding recall transaction ID XXXX. However, JPMorgan Chase informed me that because I do not hold a direct account relationship with them, they could not provide information or assistance regarding the recall process and instructed me to communicate only through XXXX. At the same time, XXXX repeatedly indicated that the matter was being handled by JPMorgan Chase back office and wire teams, while XXXX XXXX stated they had not received the LOI that XXXXJPMorgan Chase claimed had already been submitted. Additionally, on XX/XX/year>, I requested that XXXXJPMorgan Chase further investigate and track the status of the Letter of Indemnity ( LOI ) with XXXX XXXX due to the conflicting information I had received. However, XXXX informed me that they had already done everything they were able to do regarding the recall process and would not be taking further action. Because I am not a XXXX XXXX customer, I was informed that I can not communicate directly with XXXX XXXX wire investigation or fraud departments. All information has therefore been relayed indirectly through branch personnel. As a result : * I have received inconsistent verbal explanations from different representatives, * I have been unable to obtain direct clarification from the responsible departments, * I have been unable to obtain written confirmation regarding the status of the funds, * and I am currently unable to determine which institution is actually responsible for coordinating the recovery process. At this point, I still do not have a clear understanding of : * whether the funds entered the fraud account, * whether the funds are currently frozen, * whether the funds were intercepted before crediting, * whether the funds are being held internally, * or what exact recovery procedures remain active. I am requesting CFPB assistance in helping ensure : 1. Proper coordination between XXXX XXXX and JPMorgan Chase/XXXX , 2. Accurate disclosure regarding the current status and location of the funds, 3. Clarification regarding the LOI and recall process, 4. Clarification regarding which institution currently has responsibility for coordinating recovery, 5. A clear explanation of what additional actions or documentation are required to complete recovery of the funds, 6. Recovery and return of the funds if the funds are currently frozen, intercepted, or otherwise held within XXXX XXXX systems. I have documentation including : * recall transaction ID XXXX, * written communications, * recall discussions, * and records of conflicting statements from both institutions. Thank you for your assistance.

Company response to consumer: Closed with explanation