Consumer complaint received 2020-08-04
Company: JPMORGAN CHASE & CO.
State: CA
Product: Money transfer, virtual currency, or money service
Sub-product: Domestic (US) money transfer
Issue: Wrong amount charged or received

Complaint:
On XX/XX/XXXX, I went to my local Chase branch after hours to deposit some cash in their ATMs. I made a deposit at XXXX, but the ATM ate {$1000.00} and spit out an error message receipt that referred me to call Chase customer service. I really needed the cash in my account, so I went to another ATM at the same branch and deposited another {$1000.00} at XXXX. The same thing happened with this transaction. 

I wanted to go into the bank and resolve this issue, but it was closed, so I immediately called the number on the receipts instead. They told me that their claims department was not open at the time and told me to call again the next day. 

I called in the next day, XX/XX/XXXX, and had filed two separate claims for the two separate transactions. I thought that had been the end of my issues. The following day, XX/XX/XXXX, I had received temporary credit of {$1000.00} in my bank account. On XX/XX/XXXX, they sent me a statement regarding the temporary credit and said theyre investigating the claim. However, I was wondering about the second claim I had made, so I called the claims department and they just told me to wait a couple of business days for the claims to go through. 

On XX/XX/XXXX, I received a statement saying the second claim had been denied. I called the claims department to question why, and they said that the system had thought the second claim was a duplicate of the first, which is why it was denied. The claims department representative reopened the case for me, and told me I wouldnt be getting any credit for the money until the case has been closed. Over time, I made calls to the claims department to get updates on my claim because I needed frequent updates about what was going on. On XX/XX/XXXX, I made a call to the claims department. They told me that my reopened case was denied again after another investigation. My issues with this is that : 1 ) I had never received a statement that the claim was reopened at all.

2 ) I also did not receive a statement saying the claim was declined again. 

So, if I had not been calling the claims department regularly, I wouldnt have gotten the updates. 

They told me that my only course of action would be to contact a bank representative from my local branch, which I proceeded to do next. The branch representative I talked to told me that the ATMs located outside of their building were hosted by a third party, and they dont do audits for those machines. She wasnt sure why the claims department even referred me to the branch in the first place because it was the claims departments job to investigate. However, she was very helpful in the case. She contacted the claims department for me, and the claims department then proceeded to ask for a copy of the error receipts that the ATMs printed out for me. On XX/XX/XXXX, I went into the bank myself and had my bank representative make copies of the receipts and fax it over to the claims department. 

After hearing nothing for a while, the bank representative called me on XX/XX/XXXX to tell me that the claim is still being denied because they had found no overage in that specific ATM. She told me that that was all they could do at the branch level, but she put me on the queue for the claims escalation team. 

On XX/XX/XXXX, I heard from the escalation team. The representative told me that the team who audits the ATMs, again, found no overage from that specific ATM. She told me that they had audited the ATM on XX/XX/XXXX ( which I had no idea about ) and found no money. I asked her if there was any further action I could take. She said no since the investigation had already taken place. I asked her for the evidence provided by the claims department about the case, and she said she wasnt allowed to forward any documents. She told me that I would have to contact my branch for the documents. 

I just called the branch representative I was previously working with for the case. Shes not in right now, so Im going to wait for her to continue the issue. At this point, it feels like theyre sending me in circles trying to chase after the money that the ATM ate. It feels like a hopeless case, but {$1000.00} is a lot to me, and I would really just like it back. I have a lot of questions about the legitimacy of their investigations. Why didnt they update me about their progress of the investigation? Wouldnt they be able to see I deposited money in the ATM through their security cameras? How did the ATM audit reveal a balanced amount of money if I received an error receipt from the ATM after depositing money? There would have to be some sort of imbalance or else I wouldnt have gotten the receipt at all.

Company response to consumer: Closed with monetary relief