Money transfer, virtual currency, or money service -- Other transaction problem -- Complaint #4831898
Complaint Overview
Complaint ID: 4831898
Company: Jpmorgan Chase & Co.
Product: Money transfer, virtual currency, or money service
Sub-Product: Domestic (US) money transfer
Issue: Other transaction problem
State: Florida
ZIP Code: XXXXX
Date Received: 2021-10-21T12:00:00-05:00
Date Sent to Company: 2021-10-21T12:00:00-05:00
Company Response: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Consumer Narrative
A Tenant sent me funds through Chase Bank using their XXXX App. The tenant accidentally sent 2 payments. When I tried to refund the payment from Chase using the XXXX App, Chase Bank cancelled the payment as they thought it was fraudulent. I completely understand their position to protect my account. The problem arose when I followed Chase Bank 's instructions to verify my identity online and resubmit the payment. I followed the instructions provided by Chase Bank and sent the payment again. I then received another email telling me the payment was canceled for a second time. This time I was instructed by Chase Bank to call them which I did. I jumped through all of the hoops and answered some very invasive questions at which time they verified my identity and verified that I initiated and requested the payment to the Tenant be made. Chase cleared the fraudulent status of my account and I made the payment to the Tenant for a third time. The next day, Chase not only canceled the payment again, they froze my account so I could not have access to my funds. I was instructed to call Chase again, which I did. Once again I was asked to verify my identity and was questioned again with very invasive questions. When I did not provide the answer that the Representative found acceptable, I was denied the ability to use the XXXX App to make payment to the Tenant. I asked to speak with Supervisor to no avail. As of this writing I am not allowed to send the funds to my Tenant as Chase Bank has blocked the recipient.
Frequently Asked Questions
What is Complaint #4831898 about?
Complaint #4831898 was filed against Jpmorgan Chase & Co. regarding Money transfer, virtual currency, or money service specifically about Other transaction problem. It was received by the CFPB on 2021-10-21T12:00:00-05:00.
How did Jpmorgan Chase & Co. respond to this complaint?
The company responded with: "Closed with explanation". The response was timely.
What is the risk level of this complaint?
See the risk assessment section for details on this complaint's risk profile.
How do I file a similar complaint?
You can file a complaint with the CFPB at consumerfinance.gov/complaint. Select the appropriate product category (Money transfer, virtual currency, or money service) and describe your issue in detail.
Can I see other complaints against Jpmorgan Chase & Co.?
Yes, visit the Jpmorgan Chase & Co. company profile at readthecomplaint.com/company/jpmorgan-chase-co to see all complaints, risk scores, and analysis.
Disclaimer
This analysis is AI-generated based on publicly available CFPB complaint data. It does not constitute financial or legal advice.