Consumer complaint received 2023-03-21
Company: JPMORGAN CHASE & CO.
State: FL
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Funds not handled or disbursed as instructed

Complaint:
On XX/XX/XXXX I went to Chase bank on town center parkway on XXXX XXXX. I had a large glass jar full of cash that I had collected for about a year which was roughly XXXX XXXX dollars. I went to the teller and asked to get the cash deposited into my account. The teller instructed me to separate the bills by XXXX, etc. I asked the teller do you want me to count it again she said no. I separate the bills and when I was done an employee a woman named XXXX instructed me to use the atm instead of going to the teller. She stood there and oversaw the process. She instructed me to put a chunk of the money into the atm I then asked XXXX should I count how much XXXX putting in at a time? She said no the atm will count it. The first chunk of cash that went into the atm was counted and amounted to be {$1200.00} but the atm did not give me a receipt. We did another chunk of cash after that and XXXX stepped away while the atm was counting it. While she was gone the atm jammed and showed an error message but did not display a dollar amount nor did the atm print a receipt. No money was deposited into my account from either transactions. When XXXX came back I explained to her what happened and the atm still had the error message displayed. XXXX told me there was nothing she could do and had to get her XXXX XXXX involved. XXXX got involved and still did not have a solution for me. The only thing he was able to do was get me two temporary credits one of {$1200.00} for the transaction that displayed on the atm and one for {$300.00} to amount to {$1500.00} so I could pay my bills that were coming in a week. XXXX assured me that the atm would be audited and the remaining money I was owed would be deposited into my account within XXXX weeks. Today XX/XX/XXXX nearly a month after the incident I reached out to the customer service line to check on the status of my missing money and was told that my claim was only for {$1500.00} which is wrong because I told both XXXX and XXXX the day of that the jar had roughly {$3000.00} in it. Customer service told me there was nothing they could do and to go to the branch. I went to the branch and spoke to a XXXX XXXX who was extremely dismissive and unhelpful she told me the machine had to be audited to find out how much money I was owed even though I explained to her that this happened a month ago and that should have been done already. XXXX also refused to let me speak to XXXX the XXXX who dealt with the original issue and would not allow me to make an appointment to see the branch XXXX XXXX. I called chase again to make an XXXX complaint to have it documented that the situation took place and after my complaint I was told that the bank did their investigation and decided I was owed {$1200.00} and that they took {$240.00} out of the {$1500.00} credit that they gave to me. I told them there was no way this was correct and again I was met with theres nothing else we can do.

Company response to consumer: Closed with explanation