Money transfer, virtual currency, or money service -- Other transaction problem -- Complaint #17210731

Complaint Overview

Complaint ID: 17210731

Company: Jpmorgan Chase & Co.

Product: Money transfer, virtual currency, or money service

Sub-Product: Domestic (US) money transfer

Issue: Other transaction problem

State: New Jersey

ZIP Code: 070XX

Date Received: 2025-11-12T12:00:00-05:00

Date Sent to Company: 2025-11-13T12:00:00-05:00

Company Response: Closed with explanation

Timely Response: Yes

Consumer Disputed: N/A

Submitted Via: Web

Consumer Narrative

On XX/XX/year>, I used XXXX to transfer {$1000.00} from another ( non-Chase ) bank account into my Chase bank account. I have used XXXX many times in the past and have never had any issues. Shortly after making the transfer, I received an email confirmation from Chase stating that I had received the {$1000.00} into my account, including a transaction/confirmation number. However, when I checked my Chase account online, the transaction did not appear at allnot as a posted transaction and not as a pending transaction. I waited an additional day in case of a delay, but the funds were still missing and there was no record of the transaction in my online banking history. I then called Chase customer service. The representative told me that, although their system shows the email verification ( stating I indeed RECEIVED XXXX on my account on XX/XX/XXXX ) and the transaction details, they can not locate the money in my account and do not see any incoming funds. They did not apologize or take responsibility and instead told me that I should dispute the transaction ( I made myself ) with my other bank, and re-initiate the transaction when ( and if ) my funds go back to my original bank. I then contacted the sending bank, which confirmed that the {$1000.00} left my account and has been with Chase since XX/XX/XXXX. They explained that a dispute/investigation process could take some time ( weeks ) and that the outcome is uncertain, even though they can see that the funds were successfully delivered to Chase. I called Chase again and spoke with a claims department supervisor named XXXX. She again acknowledged that Chase can see the email verification and the transaction information in their system, but still claimed they can not locate my money and can not see it in my account. She repeated that there was nothing they can do and again directed me to pursue the matter with my other bank. She was dismissive, did not apologize at any point, and made me feel as if I was at fault despite having clear proof that Chase confirmed receipt of the funds although according to them they have never received the money! As of today, my {$1000.00} is missing, Chase has confirmed receipt by email but refuses to acknowledge or credit it to my account, and both banks are pointing at each other instead of resolving the issue. I am extremely concerned that Chase can confirm receipt of money via email, admit they see that confirmation internally, and yet claim they can not locate or credit the fundswithout opening a serious investigation.

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This analysis is AI-generated based on publicly available CFPB complaint data. It does not constitute financial or legal advice.

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