Consumer complaint received 2026-05-29 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: JPMORGAN CHASE & CO.
State: FL

Complaint narrative:
I have filed XXXX complaints against XXXX XXXXXXXX XXXX for this issue between XXXX and Chase. The banks are not working together to resolve this issue, so I am filing my first complaint with Chase. XXXX is insisting that these funds were transferred to Chase. Chase is stating the funds were never received. It is not clear what has happened and I have no way of knowing where the funds are with the very little information being provided to me by either institution. I have been put in the middle with no other recourse. These emails have been sent to the XXXX of XXXXXXXX XXXX describing the problem. Emails sent on XX/XX/year> : XXXXXXXX XXXX Complaint Case # : XXXX Dear XXXX XXXX, Im reaching out because I am extremely frustrated with XXXX handling XXXX XXXX unresolved transaction issues. Ive been a XXXX customer for more than XXXX years, and Ive never experienced anything like this. For nearly a month, Ive been trying to resolve a {$12000.00} transfer error involving a transaction sent from XXXX to Chase. Chase has confirmed the funds were never received because the account number XXXX used does not exist. I did not create or authorize this bogus account number, I dont know how it got into my account transfer details, and I can not understand how XXXX XXXX would allowed money to be sent to a nonexistent account at another major bank without triggering any control alerts or rejection. It is likely this transaction never processed ; at least this is what Chase representatives are claiming. I have spent more than XXXX hours on the phone with both institutions, repeatedly explaining the same details, being transferred between departments, and acting as the gobetween for XXXX banks that have made no effort to communicate with each other. On the last call with Chase, they were willing to have a three-way discussion, but upon conferencing the XXXX representative in, he would not speak because he is not permitted to speak on a recorded line with Chase. Chase was willing, why not XXXX? I no longer live in XXXX, and I even drove over XXXX hours to the only XXXX XXXX XXXX to obtain documentation that would not be provided by XXXX over the phone, regardless of the extensive identity security vetting performed, and that ultimately did nothing to move the issue forward. Chase has been clear : The account number used does not exist. No transaction was received for any account in my name, no XXXX, XXXX, or Credit transaction. They have no record of the transfer at all. Despite this, XXXX has not restored the funds or filed the appropriate claim with Chase, as advised by Chase is the standard bank-to-bank process in this type of case. Compounding the issue, I also filed a second fraud dispute for {$1500.00}, which occurred XXXX days earlier. It is still unresolved, and its unclear whether the XXXX issues may be related. Little effort has been made by XXXX to resolve or research this issue prompting additional calls. I also want to note that I have filed both CFPB and OCC complaints against XXXXXXXX XXXX. Because of my CFPB complaint, XXXX is required to contact me every XXXX days. This has not happened either. The most recent missed call was attributed to the representatives vacation, which is unacceptable given the regulatory requirement and the seriousness of the situation. At this point, I am deeply concerned about XXXX internal controls, fraudmonitoring processes, and escalation procedures. If the {$12000.00} is not restored by the end of this month, I will escalate further through additional regulatory complaints, legal counsel, and public exposure. I am requesting your direct intervention. I need clear ownership, immediate action, and a coordinated effort to resolve both the {$12000.00} transfer and the {$1500.00} dispute. Thank you for your prompt attention. Sincerely, XXXX XXXX XXXX Transaction details : Transfer Date : XX/XX/year> From Bank # : XXXX From Account # : ending in XXXX To : JP Morgan Chase Bank, NA To Bank Routing # : XXXX To Bank Account # : XXXX ( The number that does not exist at Chase ) Reference Number : XXXX ( or ) XXXX Debit Amount : {$12000.00} Date Transaction Completed : XX/XX/year> Originating Channel : XXXX XXXX TRACING NUMBER : XXXX - Chase has no record of this number, any type of transaction including XXXX, Wire, etc. Email sent on XX/XX/year> : XXXX Complaint Case # : XXXX Dear XXXX XXXX, I am following up again because another week has passed with no meaningful progress on the unresolved {$12000.00} transfer error. Although I received calls on Tuesday and Friday from XXXX, neither provided any substantive update, only confirmation that there is nothing new to report. This lack of movement is unacceptable given the seriousness and duration of the issue. I want to acknowledge that the {$1500.00} fraud dispute was finally refunded as a fraudulent transaction. However, the larger and more critical matter, the {$12000.00} transfer sent to a nonexistent account number, remains completely unresolved. Chase has been unequivocal : The account number used does not exist. No ACH, wire, or credit transaction was ever received for any account in my name. They have no record of the transfer at all. At this point, it is simply not credible that {$12000.00} can disappear between XXXX national banks with no trace, no rejection, and no corresponding transaction record on the receiving banks side .. Funds do not vanish in regulated banking systems. If the transaction truly never reached Chase, as Chase has repeatedly confirmed, then the only remaining conclusion is that the error occurred within XXXX systems, and the funds should have already been restored. Anything else would raise serious concerns about potential misrouting, mishandling, or worse, a fraudulent loss of funds, all of which require immediate reimbursement. Despite this, XXXX has still not restored the funds or initiated the standard banktobank claim process with Chase. After approximately a month and extensive hours spent attempting to resolve an error originating within XXXX systems, the lack of ownership, followthrough, and external coordination continues to raise serious concerns about XXXX controls and escalation procedures. Given the ongoing delays and the failure to meet required regulatory followup, I will be filing additional complaints with both the OCC and CFPB. I am also seeking legal counsel regarding recovery of the funds, interest, and compensation for the significant time, travel, and effort required to address these issues. Regards, XXXX XXXX XXXX

Company response to consumer: Closed with explanation