Consumer complaint received 2022-04-28
Company: JPMORGAN CHASE & CO.
State: NY
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
On XX/XX/XXXX XXXX, around XXXX XXXX XXXX  I walked into Chase Bank located in XXXX, address : XXXX XXXX XXXX XXXX, XXXX NY XXXX. 

There are 3 ATM Machines there, I choose the left side one, Term ID. XXXX. ( Picture attached ) The machine screen did not indicate anything wrong, So I inserted my Debit card, entered my PIN, and chose the cash deposit selection. Then I take my cash out purse. For a total of {$5800.00} cash, I put them into the machine, and the machine starts counting with some noise. Then all of sudden, the screen shows some error that says it can not make the transaction and ask me to call the customer service number. Then the machine printed out a receipt for me : indicating all the information for me. ( Please see the attached ). My card last 4 number XXXX, Sequence # XXXX. Date and Time. 

I called customer service immediately, asking them to record my situation, and they told me I need to call the claim department, however, the claim department does not work on Sunday. I need to wait until the next day. 

On XX/XX/XXXX, I call the claim department in the morning at XXXX am, a lady took my call and filed the claim for me. My claim # is XXXX. Due to the amount I deposit, she can not give me a temporary credit. And I also went to the Branch at XXXX am and Speak to the branch manager XXXX about my situation, he made a copy of my receipt and write down my card number, said he will help me to escalate. And will call me back. I did get any callback... So I went to the branch again that afternoon, and speak with XXXX, and this time he called someone and said I will get the temporary credit the next day. Which I did. BUT the credit is only temporary, means nothing to me!!! 
And he also said, they will have the ATM vendor come and open the machine, and find my money. I trusted him, and go home. 

The next day XX/XX/XXXX, I got a call from the branch, a lady name XXXX, told me ATM vendor team did not come. And ask me to wait until tomorrow morning. 

Today XX/XX/XXXX, I got the same call from XXXX from this XXXX, She told me, they did not find my money in the unprocessed BIN??? She says, if the cash did not process, the cash will go to the unprocessed BIN, but there is nothing there. Therefore they need more time for the investigation. I am really getting freaked out!!! What does that mean my money is not there, I got the machine printed the error receipt. I am sure there are cameras there, footage there. The ATM eat my money, if they do the XXXX, there should be {$5800.00} extra cash!!! And in form of XXXX in XXXX bills ( XXXX ) and XXXX in XXXX bills ( XXXX ). There should be a machine log, they should match each transaction!!! the ATM needs to balance out. 

I do not feel safe about your temporary credit, especially getting the call from the Branch that says something about unprocessed BIN, it does not make logic! My cash did not process, that's why the machine printed out the error receipt!!!! 

I need help with my situation!!!! Please please please help!!!

Company response to consumer: Closed with explanation