Consumer complaint received 2019-02-07
Company: JPMORGAN CHASE & CO.
State: AZ
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Banking errors

Complaint:
On XX/XX/XXXX I made a deposit at my local Chase Bank branch. I withdrew {$260.00} from my XXXX account at the Chase ATM, then backed up and went through the drive up to make a deposit. I deposited {$240.00} in cash and roughly $ 6k in checks. Later that evening, I realized that I had accidentally wrote {$140.00} in cash on my deposit slip, or so I thought.. so I ran down in to my garage and grabbed my deposit receipt. I was only credited for {$140.00} cash, and after looking at my deposit slip on my mobile app I had only wrote {$140.00} as well. I was puzzled that the teller did not say anything while I was there, but I tried not to stress it and figured it was just a busy Friday afternoon and on the next business day I went into my local branch. I spoke to XXXX, the branch manager, and I asked her if XXXX ( the teller ) was out of balance the prior Friday, and she said she was not sure and that we should go ask him. As we approached XXXX, we asked him if he was out of balance a {$100.00} on that previous Friday, and he claimed no, and that he had " balanced ''. XXXX then said that he remembered my deposit and said " you deposited XXXX XXXX 's '', I then said, " well, {$140.00} would be XXXX XXXX 's and I, in fact, deposited XXXX XXXX 's ''. XXXX, then went behind the teller line and pulled up XXXX 's electronic journal and said " Hmm, well he balanced and it looks like his cash detail states he had XXXX XXXX 's ''. I then requested them to pull cameras, as I told them I am 100 % certain that I deposited {$100.00} more than I wrote and was credited. XXXX informed me that it would take roughly a week, but that she would contact " XXXX XXXX ''. I agreed, and said I didn't mind waiting a week and that is what I would like to do. A week then went by, I went into the branch and XXXX said she still had not heard anything and that as soon as she did she would contact me immediately. Another week went by, still nothing, so I called the chase XXXX # and all they did was refer me back to the branch. Finally, over a month went by so on XX/XX/XXXX I called the branch and XXXX answered the phone. I asked if I could have XXXX 's manager 's phone #, and asked who the District/Regional Manager was. He tried interfering and asked if there was anything he could do to help. I said XXXX, its XXXX and I am just really baffled as to why I still had not heard from XXXX about my {$100.00}, so I would like to escalate this issue to her manager. XXXX informed me that the DM 's name was XXXX, and that she was actually going to be at their branch that afternoon and assured that she would call me, so I agreed to that. XXXX also called me shortly after and told me that she had tried to call me a week ago ( yet I had no missed calls or voicemail from her ), and that Chase had completed their investigation and would not be crediting me my {$100.00}. I was very upset and told her that I really needed to talk to XXXX ( her manager )  then. XXXX also assured me on XX/XX/XXXX that XXXX would call me. XXXX never called. I then called XXXX back on XX/XX/XXXX around XXXX and told XXXX I still had not heard back from XXXX XXXX and XXXX assured me that XXXX got " super busy '' the afternoon before and was going to be calling me on XX/XX/XXXX, so I said ok, fine. On Wednesday XX/XX/XXXX I called and asked for XXXX 's contact information and XXXX informed me that she " was not allowed to give out XXXX 's contact info ''. I was baffled, so I drove to another branch location and asked for XXXX XXXX 's contact information and they gladly gave me her business card. I then walked out to my car and called XXXX, I got her admin assistant named XXXX, and XXXX told me that she would have XXXX call me right back. At XXXX on XX/XX/XXXX XXXX finally called me back, and was so extremely disrespectful and rude to me. I REALLY HOPE THAT CHASE BANK RECORDED THIS PHONE CALL???? Anyways, XXXX proceeded to tell me that " it did not look like the odds were on my side of getting my {$100.00} back ''. I said well, hopefully you can pull the cameras then and see, because i am 100 % positive I deposited {$100.00} more than I got credited, and then XXXX said they camera footage was " inconclusive ''. Not sure why or how that is my fault, but XXXX then proceeded to insult me, and said that Chase not only does an investigation on their employees to ensure there is not employee theft etc, but that they also do one on their customers! I was not exactly sure what XXXX meant by that??? XXXX, then went on and said " and sometimes we find things out that are a little shocking about our customers ''. At this moment, I realized XXXX was trying to cover the branch and blame the missing {$100.00} on me??? Her tone, voice, and communication towards me just progressively got more disrespectful and rude. I asked XXXX why she had not returned my phone call like I was promised for 3 days, and XXXX said " I am busy!! I am driving around from branch to branch and don't make calls while I drive!! '' I said OK???, so you couldn't call me and let me know you were " too busy to call '', so that I would know when to expect your call?? I informed her that I am busy myself, but that her clients should come first? I mean, am I not important enough to get a return call? Was XXXX hoping I would disappear? That she wouldn't have to do her job and handle her clients?? I am not sure, but then XXXX said she would call me back on Friday, because that's the next time she had available to get back to me about my issue. This Friday will be 6 weeks that I have been waiting and trying to get this issue resolved with Chase Bank. I am honestly beginning to feel like something shady is going on here, and I am now going to be filing a corporate complaint. When did any bank/company/ business become " too busy '' for their clients, especially me, who is out {$100.00} from their own teller 's mistake!! I am very upset, and would like Chase to fix this. I've since called Chase in XXXX and filed a formal complaint against XXXX, but also in researching I found several complaints filed via Chase/Consumer protection etc against XXXX. I think Chase needs to do something here not only for me, but for the rest of their clients as I think XXXX is ruining this bank 's reputation in the tight community I reside in. XXXX is all about word of mouth, and everyone knows everyone, and now bringing this up to friends and colleagues I've heard more dissatisfied customer service stories about XXXX. I also found her on XXXX and saw that she used to manage a XXXX XXXX XXXX ... I think that is more XXXX 's caliber rather than Chase Bank. XXXX is rude, unprofessional and Chase should send her to a customer service seminar if they plan on keeping her around. My fianc has his business accounts with Chase, and is a very successful custom home builder, my parents bank at Chase, and my grandparents. They will all leave Chase Bank if this is how Chase ( XXXX ) is going to be treating me!! Please fix this!!! I have waited long enough, to now be put off by XXXX!!

Company response to consumer: Closed with explanation