Consumer complaint received 2020-03-16
Company: JPMORGAN CHASE & CO.
State: NJ
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Funds not handled or disbursed as instructed

Complaint:
On Friday, XX/XX/2020 at XXXX I visited Chase bank at XXXX XXXX XXXX XXXX, XXXX XXXX , NY XXXX, withdrawing {$10000.00} for buying a ring. I went inside the bank and withdraw the money over the counter, from the teller XXXX XXXX XXXX. 

After verified my identity, I received a withdraw form to fill out. On the withdraw form, initially, I wrote down {$11000.00} incorrectly as the amount because I was trying to align number with the boxes on the form. Since there was another individual standing behind me and I didnt want to say the withdraw amount out loud, I wrote down {$100.00} for XXXX, {$20.00} for {$100.00} beneath the amount boxes as in I would like to receive the {$10000.00} in {$100.00} bills, {$100.00} in {$20.00} bills. The tell saw the amount to withdraw and saw my message on the form and asked if i want to withdraw {$10000.00} instead of {$11000.00} and returned the withdraw form to me. After seeing the form was filled out with the incorrect amount I crossed the amount {$11000.00} and wrote {$10000.00} instead, signed my initial above this update, returned the withdraw form back to the teller, also verbally informed her that it was a mistake. The teller took the withdraw form back and acknowledged the updated amount, performed operations on her computer re-counted the money with the counting machine. After shes done with her operations, I told her I would like to have {$10000.00} in the envelope and {$100.00} on top of the envelope and I repeated again afterward in case she couldnt hear my voice. After she handed me the envelope and cash on top of the envelope i immediately put the envelope in my inner pocket, put the {$100.00} in my wallet and went directly to the jeweler, handed him the envelope with cash. 

2 days after on Sunday, I was checking my Chase checking account and saw a transaction of {$11000.00} with a scanned withdraw form attached the form only has {$11000.00} as the withdraw amount and does not have my updated amount and initial on it! It looks like my update on the withdraw form was never scanned to the system. 

After realizing I was debited {$900.00} more I went back to the same branch on the next day, Monday on XX/XX/2020. I spoke to a front officer about the situation and informed him what happened, the front offer went to his manager XXXX and explained my situation. XXXX was able to get ahold of my withdraw form, she showed it to me in front of the front officer and her manager that my updated request of {$10000.00} and my initial was indeed on the withdraw form. She acknowledged that for some reason the teller did not perform the work on my updated withdraw request but she will investigate on what happened and request the video footage if necessary. She denied my request of taking a picture of my withdraw form. 

I confirmed with the jeweler and the jeweler told me he did not receive the extra {$900.00}. 

I received 1 update from XXXX on XX/XX/2020 in the afternoon and was informed that she counted the money machine and the tellers cash box, no extra {$900.00} found. They have also requested the video footage. I called her again on XX/XX/2020 and followed up on the video request, she told me they have made the request but havent received the video. On the same call she also said she will call me on XX/XX/2020 if there is an update on the video request, if not her manager will call me on XX/XX/2020 to follow up. I did not receive any call from XXXX nor her manager on XX/XX/2020 or XX/XX/2020. I also did not receive any call from neither XXXX nor her manager in the following week, from XX/XX/2020 - XX/XX/2020. 

Today around XXXX I called XXXX and asked for an update on my case. XXXX gave me an extremely vague answer, told me they did not see a discrepancy and if I want to see the video I need to file a police report. No word or email or any written form of conclusion on the investigation was provided. I never get to speak to her manager, no apologetic word nor compensation on the tellers unprofessional work.

Company response to consumer: Closed with explanation