Consumer complaint received 2018-05-22
Company: JPMORGAN CHASE & CO.
State: NY
Product: Checking or savings account
Sub-product: Savings account
Issue: Managing an account
Sub-issue: Banking errors

Complaint:
On XX/XX/XXXX at XXXX, I went to the Chase branch ATM machine and deposited {$7500.00} in cash to my savings account. The machine began counting it and totaled it to be {$5400.00}. I hit requested the ATM machine to return the cash, thinking that it will return the amount I deposited, but instead, it returned {$5400.00}. Out of the many thoughts that crossed through my mind, I deposited the money the ATM returned to me but in smaller quantities to avoid the same mistake. I was also hoping for the ATM to detect the missing money and waiting for it to return it back but that never happened. My biggest concern was that there is no physical record that I deposited {$7500.00} in the ATM machine so it would be my word against the receipt. I called and spoke with Chase customer service right away and XXXX filed a claim and said that an investigation was going to be done. He said if after ten days the issue was not resolved, a 2,000 temporary credit was going to be placed on my account. But for the meanwhile I was going to received live up-to-date notifications in my email, which I never received.

In fact, a few days later I received a letter from Chase about a claim to my checkings account and that no action was taken because XXXX claimed the wrong information, he filed a claim to my checkings account instead of my savings account. This factor doesnt help with the immediate action and investigation that had to be taken for a large amount of money.

On XX/XX/XXXX, I made a second claim via phone and written through the chase bank website. Via phone, the representative told me exactly what XXXX told me but this time, minutes later, I did receive the temporary credit and an email with a claim number. I also heard back from the written complaint stating that a claim has been open nd to continue with that claim.

On XX/XX/XXXX I received two letters from chase. The first letter stated their conclusion about my claim : They do not require any correction and are reversing the temporary credit of {$2100.00}. The second letter stated that I reported a transaction on XX/XX/XXXX and confirmed they were incorrect, and accredited my account {$200.00}. I never reported any transaction XX/XX/XXXX. This action is confusing and the claim that states is false because I never made a claim on XX/XX/XXXXon the amount of {$200.00}.

On XX/XX/XXXX, I went to the XXXX Chase branch and spoke to XXXX about the entire case. She spoke with a representative via phone. XXXX was told to send me to the precinct to request an authorization for bank video from the court. She said she was going to bring this to the managers attention and reopen the claim. She also said that I would be getting a call from Chase about this issue but I have yet to receive the call.

Each Chase representative will give me different versions in how to resolve this case. Chase has the authority to check their cameras in their ATM machines and conduct an investigation. Why would I have to go the precinct and ask the court to authorize Chase to check their own cameras? How does Chase go about researching and investigating in these cases?

Company response to consumer: Closed with monetary relief