Consumer complaint received 2023-08-18
Company: JPMORGAN CHASE & CO.
State: FL
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
There was a debit taken from my checking account as a result of my attempt to take {$2000.00} from ATM # XXXX in the lobby at the Chase Bank located at XXXX XXXX XXXX XXXX, XXXX XXXX, FL XXXX, on a Saturday, XX/XX/, during the hours that the bank was closed. On that day, I first requested {$3000.00} from the ATM machine. A message showed on the screen that said it couldn't access that amount ; then, I lowered the request to {$2000.00}. Again, the ATM machine said it access that amount. Frustrated because I specifically needing the {$2000.00} amount, I pressed " cancel '' on the machine, retrieved my card and walked away without getting any money from the ATM machine. Then, to my surprise, the amount of {$2000.00} was debited from my account the following Tuesday, XX/XX/XXXX! I went into the bank that day and they advised that I call their claim dept. at XXXX about the ATM # XXXX machine. The events that occurred after calling their claim department did not end in their returning my {$2000.00}, however. I've called the claim number 2 times after they closed the claim twice, and even went back into the bank and had a representative call the claim department, but to no avail. I urged them to look at the bank cameras that directly record the ATM machines, but the bank XXXX stated that he didnt know how to look at the cameras. Eventually, both claims were closed with the result of my money still having been stolen by XXXX of the largest banks in our nation. The last time I called the claim number, on XX/XX/, I fought to get them to escalate my call up to the XXXX XXXX at XXXX and was given a case number, Case # XXXX XXXX. I was told that I would be given a Case XXXX and that they will further investigate. When the Case XXXX called, I again challenged them to look at the camera facing the ATM machine and go through the data for the time of my transaction, and they will see that I was not dispensed {$2000.00}. The Chase staff have pretty much told me that the people that they rent the ATM machine from, and who service the ATM, did not find any discrepancies, but that does not exclude those very same individuals from noticing the overage and pocketing the funds for themselves. Chase is attempting to separate themselves from this possibility by stating that they dont own the machine, but in my mind, if they rent it and their money is in it, they are equally responsible for stealing my money right out of my account. What I do know is that the ATM machine did not dispense {$2000.00} to me on XX/XX/. Later, upon deciding to close my account, I was told by the bank teller that that particular ATM machine does not ever dispense amounts as large as {$2000.00}. Therefore, it is impossible that it was dispensed to me! I am hoping that an organization, such as yours, can make better headway in the return of my money by forcing Chase bank to look at the camera on the date of the transaction. They would then clearly see that no money was dispensed from the machine to me. Looking at the camera would solve this dilemma immediately. My husband and I can not easily part with such a large amount, as were both over the age of XXXX, with him being XXXX, and a retired XXXX XXXX veteran. {$2000.00} is more than we can afford to simply give away. There should be laws to protect senior citizens and military veterans from this kind of abuse. We need your assistance, please.

Company response to consumer: Closed with explanation