Consumer complaint received 2023-10-23
Company: JPMORGAN CHASE & CO.
State: CA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
Hello! Please help me get my money back from Chase bank. Ive been banking with Chase for years. On Friday, XX/XX/XXXX, I went to the Chase ATM in XXXX XXXX, about XXXX XXXX. and attempted to withdraw money. The money was deducted from my account, but never given to me. Instead, I received a slip from the ATM indicating the withdrawal was not processed, but to give the number on the receipt a call for further action. I immediately went inside of the bank and spoke to the manager. Shortly after, a few people also went inside with the same complaint. Long story short, I have been getting the runaround about having my money returned to me. Initially, I was informed the ATM would correct itself and credit the money within 1-2 hours the same day. When the money was not received the same day, I called the number back and was informed I would have to wait a few business days for the money to be credited and have it returned to me eitheXXXX XXXX  XX/XX/XXXX or XXXX XX/XX/XXXX. 
On XXXX, I called back after the money was still not received and was informed that the claim, I opened the day it happened was closed and I would need to open another claim. They could not explain how the claim was closed, but I requested to speak to a supervisor. The supervisor was not helpful either. They advised they could not help and could not offer me a provisional credit for the time being. I explained that this was a mess up with their ATM and I was the person that was being penalized for it. I said I had the money in the account, and I needed my money returned to me immediately. The amount that I am currently out is {$650.00}, however the amount should not matter at this point, although that to me is a lot of money. Im also wondering who else this has happened to. 
I returned to the bank on Friday XX/XX/XXXX, and again spoke to the manager who said she thought I had received my money, since everyone else had already received their money. She made the call for me, while I waited in the lobby for approximately 30-45 minutes while she was on the phone attempting to correct the issue. When she returned, she explained that the department that she spoke to over the phone, said they could not provide me with a provisional credit. She said she explained that the ATM 's have been having issues for some time and that the day it happened, the ATM 's had an " overage. '' She apologized profusely for not being able to get me my money back and said she would be the biggest advocate for me. She also said the new timeframe was either XXXX XXXXXX/XX/XXXX or XXXX XXXXXX/XX/XXXX at the very latest. However, I called again today for an update since this does not appear to be an important matter to anyone other than me and I spoke to someone who is now telling me that they have up to 45 days to return MY money. He also mentioned the holdup is me not faxing over a copy of the receipt to them ( which has never been mentioned before ). As you know, if I owed Chase any money, they would be charging me late fees and/or interest to get their money back. It appears since I don't have anyone to back me on this, these billion-dollar companies are able to do as they please, all the while I have bills to pay. Please help me. No one should have to take the time to constantly call to check the status of something that was taken from me. No one should have their money taken and not immediately returned, while they conduct their investigation. I am a XXXX  mother of a XXXX XXXX  child. I need my money back NOW, not in 45 days, or must wait any longer and no one seems to be able to help. Hoping you can.

Company response to consumer: Closed with monetary relief