Consumer complaint received 2023-11-28
Company: JPMORGAN CHASE & CO.
State: TX
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
On XX/XX/2023 I made a deposit of {$3000.00} cash at an ATM outside a Chase Bank Branch ( Term ID : XXXX ) to my business account. When the ATM took my money it then gave me a ticket stating I needed to call the XXXX number to access the funds I had just deposited. I was placed in a critical situation as payments needed to be made that day so I proceeded to try and deposit more money in the ATM right next to the one I had just finished using and decided to try to deposit an additional {$1000.00} I had left since I was not able to access the money I had initially deposited. The {$1000.00} deposit was made successfully and went on to call the XXXX number on my ticket to dispute my {$3000.00} dollar deposit made initially. The representative that took care of me at Chase bank began to ask for all the information that was on the ticket the ATM provided and stated the money would be available to me in a few days as he had to submit a claim to research what happened however, he failed to explain to me that once the money was available in my account there could be a possibility that they could deny this claim and the money would be taken back if that was the case ( temporary deposit ). I would have immediately said something to him and would not been ok with having a temporary deposit because I know I made this cash deposit into my account. once I submitted the claim and received the money into my account days later I proceeded to use the money in my account as I usually do when I make cash deposits. on XXXX I then see my account in a negative status as Chase decided to take my {$3000.00} stating on my account activity description : '' Claim reversal : missing claimid '' without a phone call or any form of explanation leaving me in a negative balance. I honestly do not understand when or how they decided that my deposit had not gone through and what type of investigation was done on the Chase bank side to make this final decision. I was extremely upset and decided to then reach out to Chase to ask when, why or how this came about and they stated they would no longer be able to help me as the claim had been finalized and that they had found that the funds had not been deposited to the ATM that all the cash was accounted for, she stated I needed to go in person to the Branch and that they would help me there. I was at the bank at XXXX that afternoon asking for an explanation and help in solving this issue as I had made this deposit and Chase had just randomly decided I didn't. XXXX at this Chase bank was extremely professional and explained to me that he didn't understand why the representative over the phone would ask me to come in to the Branch as he starts to explain that any ATM outside the branch is a third party company that counts the money daily. XXXX helped me submit a formal complaint online and was so helpful with my situation however, my problem has yet to be solved! I again had to call chase to see what the status was on my issue and they had to resubmit a claim for the 3rd time as I still had not heard from anyone that could help me. I ask that this is investigated throughly as my money was deposited on XX/XX/2023 and all I have is a termID number of the ATM I used. Cameras do need to be accessed and looked into to help me solve this issue and the third party company involved in counting the money in the ATM 's also need to be investigated.

Company response to consumer: Closed with monetary relief