Not upheld: duplicate payment and recovery failure complaint against J.P. Morgan Europe Limited trading as Chase

Decision detail

Summary

Mr O complained that Chase failed to prevent a duplicate payment and did not do enough to recover the duplicated funds. Mr O claimed the duplication resulted from a Chase system error and that he did not receive confirmation of the first payment. Chase provided screenshots demonstrating that Mr O viewed a 'send money success' confirmation screen and that the first payment was approved within five minutes. The ombudsman found no system error and determined that Chase took all reasonable recovery steps by immediately contacting the receiving bank, which advised the funds were no longer available. The complaint was not upheld.

The Ombudsman's reasoning

The ombudsman found no evidence of a system error by Chase. The screenshots provided by Chase demonstrated that Mr O received and viewed a confirmation screen showing the first payment had been successfully sent, and the security checks were completed within five minutes. Mr O initiated the second payment just over five minutes after the first, which the ombudsman found Chase could not be held responsible for. Regarding recovery, Chase took immediate action, provided clear timescales, and updated Mr O when the receiving bank confirmed the funds could not be returned due to insufficient funds in the payee's account.

How this compares

Source

Read the original decision on the Financial Ombudsman Service website