Consumer complaint received 2023-06-10
Company: JPMORGAN CHASE & CO.
State: NJ
Product: Checking or savings account
Sub-product: Other banking product or service
Issue: Managing an account
Sub-issue: Funds not handled or disbursed as instructed

Complaint:
On XX/XX/XXXX and approximately XXXX I went to the Chase Bank drive thru ATM at the XXXX XXXX XXXX on XXXX XXXX. I went to deposit cash worth {$1100.00}. While waiting for the ATM to deposit my money, it suddenly gave me a receipt to call the bank to check if my deposit went through and the ATM showed the screen of not being able to take any deposits or cash out at this time. Given the time, I did not call until opening ( website states XXXX, I could not reach anyone until XXXX ). I called their customer service number at XXXX and spoke to the representative that took in my claim along with all the information on the receipt the ATM gave me and assured me the money would be credited within 2 hours-2 business day. I told her I am flying internationally and she assured me everything will be taken care of. Trusting them, I waited the two days and did not receive the funds. I called again XX/XX/XXXX, and spoke to a representative who told me that I would have to wait an additional two days but was again verbally guaranteed my funds would be credited. I trusted their word as the bank representative and waited. Today XX/XX/XXXX and I called at XXXX and was guaranteed my funds within the day and was told to call before closing if I did not receive the funds. I called once more later in the evening XXXX as time was going by and I did not receive the funds. When getting on the phone with a claim specialist was told that my funds are not proven through my claim and I would have to wait for an investigation until the XXXX. This unacceptable as Ive been lied to on the phone by the past number of representatives, there was no communication towards the investigation just when checking they would have my funds in by 48 hours. No one told me the proper procedures to this until this current call on XX/XX/XXXX, all I was receiving when calling was false hope. Notes before in this report, Im currently out of the country without the funds that were suppose to be guaranteed to be for a week. I am barely surviving now due to Chases negligence. I spoke with a supervisor that kept repeating the investigation needed 10 days. She reported it would be finished by the XXXX but reported Chase is not closed for XXXX and given that my investigation should be done by the XXXX, again more lies and false hope. I am off on a remote island and the options they attempted to give me were not acceptable nor realistic. Chase attempted to report i needed to fax documentation for proof, despite having my information of the receipt from the first call on the XXXX. But when speaking with the supervisor she reported there wasnt going to be use to faxing it. More contradicting of all representatives. Chase made no accommodation towards my situation when Ive given them all the information and have been overly patient believing their false reports and resolutions. Please see attached for the receipt of the ATM and a screenshot of the time stamp of the ATM error screen.

Company response to consumer: Closed with explanation