Consumer complaint received 2018-12-21
Company: JPMORGAN CHASE & CO.
State: CA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Funds not handled or disbursed as instructed

Complaint:
On XX/XX/18 at XXXX XXXX, I deposited {$180.00} cash into the ATM machine outside of Chase Bank located at XXXX XXXX XXXX, XXXX XXXX, CA. My checking account is with Chase Bank as well. The machine verified the amount as {$180.00} then asked if I wanted to do more, I hit the Deposit More button because I still had more funds to deposit ... At that time, the ATM screen said " We're having some trouble, please check the receipt and call the phone number listed to be sure your deposit went through. '' The receipt, which I still have, printed, saying to Please call us at XXXX. The AID # was XXXX, Term ID XXXX, Sequence # XXXX. Immediately after this transaction I entered the branch of my bank, where my checking account is located- Chase. I was briskly told that there was nothing that they could do and I just needed to call the number. There was no further assistance offered even after I pushed for more help in getting my money back. So, I called the number listed on the receipt and was grudgingly given a credit of the missing {$180.00} TEMPORARILY credited to my account which can now be taken away at any time until XX/XX/XXXX, 45 days from now, when the " investigation '' deadline will be completed. I feel as though Chase bank reached into my purse and took {$180.00} away from me and is now asking me to prove it. This is unacceptable. I was told they can't send someone out " right away '' to check the ATM balance so I will possibly not know if I get my money will be randomly taken back from me until XX/XX/XXXX of next year. This means that now I don't know if my rent check will bounce or not. This is placing me into a position of extreme stress at the worst possible time. One other scenario that could occur, is the machine could have spit my money back out after I had already walked into the branch to ask for help, so I can not rest assured that the machine will show a count in money that is incorrect. I can not, as of now, not be sure that someone else did not receive my money. It is the job of Chase bank to be 100 % sure that the money that I deposit to them goes to MY ACCOUNT and is not either lost in the machine or spit back out for someone else to take. This is why I demand that the cameras be checked for the ATM that day. It is unacceptable that I could lose my {$180.00} because of machine error. It is unacceptable that Chase bank can not resolve this problem more quickly. It is unacceptable that there is even a chance that I may now lose my money because of a technological error that Chase bank does not care to fully investigate by looking at camera footage. It is unacceptable that my money was taken from me and now due to Chase ATM error this is a chance that I will not get to keep my money. This has been demoralizing and deeply stressful and hurtful to me. I have now lost trust in my banking institution completely. I was on the phone for hours with Chase today, including the Escalated Claims Executive Branch and the best they can tell me is they don't know if I can keep my money or not until XX/XX/XXXX, at the latest. Please help me take my hard earned money back. Thank you.

Company response to consumer: Closed with monetary relief