Consumer complaint received 2023-03-24
Company: JPMORGAN CHASE & CO.
State: TX
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Banking errors

Complaint:
On Wednesday, XX/XX/2022, I used an ATM in a casino ( XXXX 's XXXX XXXX ). I attempted to withdraw {$600.00} plus there was a fee of {$38.00} for a total of {$630.00}. 
The money was not given to me from the machine but a transaction slip was printed out that I go to a cash window as I ( mistakenly ) chose a credit card advance ( I was using my debit card ). The slip said that If I did not turn in the receipt for money, there would be no funds withdrawn from my account and any holds would be stopped after 1 hour. I went a window but was unable to get cash as my ID was expired. I checked my account Friday and the funds were there and available so I withdrew {$600.00} from the ATM at another location. I threw away the slip that said no funds would be taken at this point since my money was in the account and available for withdrawal. On Saturday, my account was overdrawn because Chase took the {$630.00} out of my account. I filed a dispute with the bank which was denied. The sole reason was that is was a 'pin based transaction '. I called Chase on multiple occasions to see what steps were taken to confirm that money was withdrawn from my account and delivered to the merchant and was always advised that it a different department that did the investigation. I requested a breakdown of the investigation and was never provided anything despite my multiple requests. I reached out to XXXX 's where the transaction occurred and was given the information for XXXX who I was advised was the ATM merchant ( phone number XXXX ). XXXX gave me a case # of XXXX. I was told to wait 5-10 days for an outcome and did so. XXXX confirmed no money was taken from the ATM ( aka merchant ) and that Chase should refund my money as the merchant never received any. After another call to Chase, they still refused. I then got Chase and XXXX on a conference call and XXXX conveyed to Chase that they did not receive the funds and still Chase refused. They asked for XXXX to fax over proof. On XX/XX/2022, I followed up with Chase regarding after the requested 3-5 day waiting period after the merchant confirmed there was no transaction in the conference call. Per Chase, there were no notes regarding the hour call or conference with merchant, no notes regarding the merchant advising there were no funds received and would send over a fax of a screenshot as requested. They just kept saying my claim was closed and they cant do anything. I asked again how I find out what steps Chase did in their investigation to deny this claim; was advised that 'Investigations ' does that and they dont have that information and could not provide it to me. Asked again how I get the step by step investigation done on my claim to determine the claim should be denied. She put me on hold and then said Chase requested documentation and did not receive it. This is effectively theft by Chase ; I have not been given any proof they have taken any steps to disprove my claim, the merchant has advised me and a represented no money was withdrawn, and still Chase refuses to refund my money. I have spent many hours trying to resolve this matter.

Company response to consumer: Closed with explanation