My mom used Chase QuickPay and accidentally sent $1,450 to a stranger

Yunnie Son’s mother sends $1,450 via Chase QuickPay to what she thought was her daughter’s account. It wasn’t.

Question: My mother tried to transfer $1,450 from her Chase account to me through Chase QuickPay using my cell phone number. The money left my mother’s account, but I was never informed of any transfer.

My mother double-checked and confirmed that she correctly entered my cell phone number. Chase is now saying that my mother’s money was transferred to a stranger, and they cannot retrieve the funds because that account has insufficient funds.

My mother filed two claims with Chase, but Chase still refuses to reverse the transaction. The only next step I can think of is to file a small claims court case. Or can you help? — Yunnie Son, Los Angeles

Answer: What a mess! It shouldn’t be so easy to accidentally send $1,450 to a total stranger. And then to find out Chase can’t help retrieve the money — that doesn’t sound consumer-friendly.

Your mother wanted to send some money to you and decided to try the Chase QuickPay service. This service allows the user to send money to anyone with a U.S. bank account using either an email address or, as your mother tried to do, a cell number.

When the money didn’t show up in your account as expected, you knew something was wrong.

By the time you reached us you had been unsuccessfully trying to retrieve your mom’s money for some time. Your paper trail showed a frustrating dead end with Chase. The representatives told you that your mother had completed a transfer to a Wells Fargo account.

This was a problem since you don’t have a Wells Fargo account.

Chase was not helpful to you, and its responses were confusing, to say the least. The representatives initially told you — not once, but twice — that they would not reverse the transaction. Then they told you they could not retrieve the funds because the account had insufficient funds and to contact Wells Fargo.

I would have been puzzled by this confusing message, as well. And I’m not surprised you turned to us for help. We told you to follow the advice Chase gave and contact Wells Fargo again, but before you did this you realized your mother had entered the wrong cell number.

A simple error — but a big oops!

The question that sprang to my mind is: Why was Chase unable — or unwilling — to help you?

Was this Chase’s fault? Not in any way. Did your mother’s mistake cause the issue? Absolutely. Does that mean that Chase was right not to provide any help? No.

Chase could have helped you despite the fact that it was not at fault and not required to help.

Chase could have tried to help you by contacting Wells Fargo and making a formal request for the money. While it was not their mistake, they could have shown that they value your mom as a customer. Good customer service is in part about going above and beyond; not just doing the bare minimum.

Even a quick phone call from Chase to Wells Fargo would have been helpful. But my experience is that even in scam/fraud cases banks are slow to help. They often cite privacy/data protection laws, when often the law does allow them to help in such cases.

You could have used our company contacts to try to reach someone at Chase who was willing to help you. But you had another idea and went straight to where your mother’s money went.

You managed to contact the person who had received the money in error. They were honest and returned it to you.

This time there was a happy ending, thanks to you doing all the hard work, but others may not be so lucky. Services such as QuickPay are making it easier and easier to make quick payments, but it’s imperative to make sure that you are sending your payments to the correct person. This shows you can’t “bank” on your bank to help.

This is an encore presentation

Underwritten by

Underwritten by AirHelp

AirHelp is the world’s leading flight delays compensation company, helping passengers apply for compensation following a delayed or canceled flight or when boarding has been denied. It is AirHelp’s mission to fight for passenger rights by holding airlines accountable for flights disruptions that are out of passengers’ control. AirHelp has already helped 5 million people, taking the stress out of applying for compensation and making it as hassle-free as possible for travelers around the world.

Underwritten by Allianz Travel Insurance

The Allianz Travel Insurance company has built its reputation on partnering with agents all around the world to provide comprehensive travel insurance for their clients. Contact Allianz Travel Insurance for a comprehensive list of coverage.

Underwritten by Chubb

Chubb is the world’s largest publicly traded property and casualty insurance company, and recognized as the premier provider of insurance for successful individuals and families in the U.S. and selected international markets, offering coverage for high-value automobile, homeowners, recreational marine/aviation, valuables and umbrella liability coverage. As an underwriting company, Chubb assesses, assumes and manages risk with insight and discipline, and combines the precision of craftsmanship with decades of experience to conceive, craft and deliver the best insurance coverage and services to individuals, families and business of all size.

Underwritten by Enterprise

A family-owned, world-class portfolio of brands. A global network that spans across more than 85 countries. Some 97,000 dedicated team members sharing common values. And more than 1.9 million vehicles taking our customers wherever they need to go.

Underwritten by Fareportal

Fareportal’s portfolio of brands, which include  CheapOair and  OneTravel, are dedicated to helping customers enjoy their trip. Whether you want to call, click, or use one of our travel apps, one thing is clear: We make it easy to take it easy.

Underwritten by

An independent provider of low cost CDW/LDW insurance for use with rental cars. Up to $100,000 cover with no deductible. Policies available on a per day, per trip or per year basis. Also works with overseas rentals. Try  Insuremyrentalcar.comnow.

Underwritten by InsureMyTrip

It’s simple. InsureMyTrip finds you the right travel insurance plan, every time. InsureMyTrip is the authority on travel insurance. Rated A+ for travel insurance by the Better Business Bureau. All travelers that purchase a policy through  InsureMyTrip have access to Anytime Advocates® for claims assistance.

Underwritten by Mediacom Communications

The nation’s fifth-largest cable operator, serving the smaller cities and towns in the Midwest and Southern regions of the United States. We are a high-performance broadband, entertainment, and communications company that brings the power of modern technology and quality customer experience to life inside the connected home by combining ultra-fast gigabit speeds with personalized local and over-the-top entertainment choices that fit your lifestyle. Details at

Underwritten by SCOTTeVEST

An innovative apparel brand for people who want easy access to everything they need. For those who live for every second, SCOTTeVEST lets you maximize your life. Ditch the carry-on bag and pick up a  SCOTTeVEST.

Underwritten by Virtuoso

The leading global network for luxury and experiential travel. This invitation-only organization comprises over 1,000 travel agency locations with 17,500 advisors in over 45 countries, and holds preferred relationships with 1,700 of the world’s finest travel companies. Virtuoso advisors collaborate with their clients to create personalized itineraries featuring exclusive perks, while also providing advice, access, advocacy, and accountability. For more information, visit

Underwritten by VisitorsCoverage

As a company that is constantly striving to simplify travel insurance, VisitorsCoverage, is on a mission to help travelers make the better decisions about purchasing travel insurance, quickly. VisitorsCoverage has helped millions of travelers globally to buy the suitable travel insurance and explore the world with confidence. Get insurance for your next trip at  VisitorsCoverage. Lowest Price Guaranteed.

Underwritten by MedjetAssist

Medjet is the premier global air-medical transport, travel security and crisis response membership program for travelers. With a MedjetAssist membership, if you become hospitalized more than 150 miles from home, we will get you from that unfamiliar hospital all the way home to the hospital you trust. All you ever pay is your membership fee. MedjetHorizon members add 24/7 personal security and crisis response benefits. readers enjoy discounted rates. Travel safer with  MedjetAssist.

Underwritten by Southwest Airlines

The mission of Southwest Airlines is dedication to the highest quality of Customer Service delivered with a sense of warmth, friendliness, individual pride, and Company Spirit. We are committed to provide our Employees a stable work environment with equal opportunity for learning and personal growth.

Underwritten by Sungard Availability Services

Leveraging more than 35 years of experience, Sungard AS designs, builds and runs critical IT services that help businesses manage complex IT, adapt quickly and build resiliency and availability. A leading provider of critical production and recovery services, Sungard AS partners with customers across the globe, delivering resilient IT systems, infrastructure and recovery services tailored to achieving desired business outcomes.

Underwritten by makes it fast and easy to compare and buy travel insurance online from top rated providers. Our unbiased comparison engine allows travelers to read reviews, compare pricing and benefits and buy the right policy with a price guarantee, every time. Compare and buy travel insurance now at

Underwritten by Squaremouth

Squaremouth helps travelers easily and instantly compare travel insurance policies from all major providers. Only companies that meet the strict requirements of Squaremouth’s Zero Complaint Guarantee are available on the website. Compare policies on to save over 70 percent on your next purchase.

Underwritten by Travel Leaders Group

Travel Leaders Group is transforming travel through its progressive approach toward each unique travel experience. Travel Leaders Group assists millions of travelers through its leisure, business and network travel operations under a variety of diversified divisions and brands including All Aboard Travel, Andrew Harper Travel, Colletts Travel, Corporate Travel Services, CruCon Cruise Outlet, Cruise Specialists, Nexion, Protravel International,, Travel Leaders Corporate, Travel Leaders Network and Tzell Travel Group, and its merger with ALTOUR. With more than 7,000 agency locations and 52,000 travel advisors, Travel Leaders Group ranks as one of the industry’s largest retail travel agency companies.

Underwritten by Travelers United

If you’ve been mistreated by the airlines, Travelers United is your voice in Washington. Join the #1 travel advocacy organization working with Congress to improve and protect travelers. Plus, get $400 of annual benefits you can use for travel for only $29/year. Add your voice to ours. Make travel better.  Join today.

%d bloggers like this:
Get smart. Sign up for the newsletter.