Consumer complaint received 2023-08-08
Company: JPMORGAN CHASE & CO.
State: WI
Product: Checking or savings account
Sub-product: Savings account
Issue: Managing an account
Sub-issue: Funds not handled or disbursed as instructed

Complaint:
On XX/XX/2023, I received a call from my Chase branch office where I keep my Safe Deposit Box ( at XXXX XXXX  from a number not associated with the bank ) indicating that the branch would be closing and for me to retrieve my contents in my Safe Deposit Box and to make an appointment to retrieve them. However, I told him I would be coming in that day to retrieve them. After securing the contents therefrom, I closed my Safe Deposit Box account and proceeded to make a {$12000.00} deposit from the contents in my Safe Deposit Box. The bank clerk/personal banker counted the proceeds ( holding the proceeds in his hand while counting ) to verify the amount and after verifying the amount, he left and proceeded to deposit them. However, the clerk return with the proceeds indicating that he had miscounted them and the amount only totaled {$11000.00} ( {$1000.00} less ). This time he counted the proceeds in front of me on the table in {$1000.00} stacks. 
At that point, I requested the manager of the branch to conduct an investigation who informed me that it would take some time to order the video surveillance ( from the corporate office ) and he would only let me if about the investigation if something appeared on the video surveillance without providing me any documentations of the theft. Later that afternoon I would return with law enforcement to document the theft. However, upon returning to the branch, the Manager ensured me that the investigation would be conducted and I will be notified when completed. Again, without any documentation of the alleged theft by either law enforcement or the bank. 
On XX/XX/2023, XXXX from the branch called me ( at XXXX XXXX  ) to inform me that they had ordered an investigation of the theft ( missing funds ), and such an investigation ( review of video surveillance ) is conducted at the corporate level and they would contact me within a week but because of the XXXX XXXX weekend, it would be a little longer. I called and talked to XXXX about two weeks after our conversation and she indicated she have not heard anything from the corporate office and that she would call them and see what has occurred. 
On XX/XX/2023, I called the corporate office ( at XXXX ) and was connected to XXXX at Chases executive office and spoke with her about the missing funds and later that day she left me a voice message indicating no mishandling of the deposit was identified on the surveillance video ( see attached transcription ). I returned her call and left her a voice message regarding the review of the surveillance. In the interim, I filed a complaint with the Federal Reserve Commission which later informed me I had filed the complaint with the wrong agency. XXXX at Chase didnt call me back until XX/XX/2023, now she conceded the mishandling of funds, indicating although that proper cash handling procedures were not complied with, the personal backer didnt steal the funds. The personal banker is required to follow cash-handling procedures to maintain banking integrity. However, proper cash handling/counting protocol was not followed when the teller/personal banker counted the cash in his hand the first time instead of on the counter and pausing after every {$1000.00} ( since the denomination was all {$100.00} bills ). ( See attached Teller/Cashier Procedures Counting Cash 1, 4, 9, and 13 )! The deposit was mishandled when proper cash counting protocol was violated ( not followed ). 
Thank you, XXXX XXXX XXXX, XXXX

Company response to consumer: Closed with explanation