Consumer complaint received 2023-06-02
Company: JPMORGAN CHASE & CO.
State: TX
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
On XX/XX/2023 approximately XXXX XXXX I attempted to withdraw funds in the amount of {$1000.00} out of my Chase account from the Chase ATM located at XXXX XXXX XXXX XXXX XXXX in XXXX, XXXX XXXX, Texas. These funds did not dispense from the ATM. These funds were debited from my account. ( See Attached Document # 1A. ) No receipt printed. Remaining at the ATM, I attempted two additional transactions using the same Chase debit card at XXXX XXXX and XXXX XXXX. Each transaction was denied due to reaching the withdrawal limit. These receipts printed. ( See Attached Document # 1B. ) I filed my initial verbal Regulation e claim with Chase Immediately when the {$1000.00} transaction was not disbursed by calling the claims department at XXXX. Claim number XXXX. I was informed a temporary credit would be available within 12 hours. I remained in front of the ATM not allowing any other customers to use the ATM for approximately 1 hour. I was assured by claims that it would not be possible for another customer to obtain my undisbursed funds. I then used a debit card issued from XXXX XXXX  to attempt a transaction being concerned that someone could come after me, make a transaction, the door would open and that person would have access to my funds in the ATM machine. The XXXX XXXX debit card transaction in the amount of {$20.00} went through at XXXX XXXX, dispensing only the {$20.00}. No receipt printed. XXXX XXXX ATM XXXX is attached. ( See Attached Document 1C. ) Shortly after this time I left the ATM. 
On XX/XX/2023 I noted the temporary credit was not applied to my account. Several attempts were made by phone to contact the branch located at XXXX XXXX XXXX XXXX XXXX in XXXX, XXXX XXXX, Texas. These calls were not answered. 
On XX/XX/2023 the promised temporary credit was not received. I again attempted several calls to the branch located at XXXX XXXX XXXX XXXX XXXX in XXXX, XXXX XXXX, Texas as well as the Chase branch located at XXXX XXXX XXXX, XXXX, XXXX XXXX, Texas. The calls were not answered. I called claims and spoke to an agent by the name of XXXX. I was informed I would receive a temporary credit today and an investigation would be completed in 30-45 days. 
On XX/XX/2023 the again promised temporary credit was not received. I took off work and drove from XXXX to XXXX XXXX XXXX XXXX XXXX in XXXX, XXXX XXXX, Texas ( approximately 60 miles round trip ) to speak to XXXX, the branch XXXX. The branch manager informed me a written claim should be filed to speed up the claims process. The branch manager along with another staff member, XXXX, assisted with the written claim. I completed the Disputed Transaction Questionnaire provided by Chase ( Copy Attached Document # 2 ) and provided to the branch manager. 
I received three letters from Chase. One dated XX/XX/2023 ( See attached Document # 3 ) and two letters dated XX/XX/2023. ( See attached Documents # 4 and # 5 ). The first letter informed me I have received a temporary credit. The second letter stated the research was completed and the transaction was not charged to my account ( Please refer to Document # 1 ). The third letter stated I authorized the transaction and the temporary credit of {$1000.00} will be removed from my account of XX/XX/2023. 
On XX/XX/2023, I received all three of the above letters. I called claims. I was told unfortunately the claim was not validated. I asked for a video to be reviewed as there would be evidence I did not take these funds from the ATM as the door did not open for me to receive the money. I was told claims could not view the video. I received an apology that further action could not be taken as this is a final decision. 
On XX/XX/2023 I traveled approximately 60 total miles to the Chase branch located at XXXX XXXX XXXX, XXXX, XXXX XXXX, Texas in hopes of speaking to the regional XXXX. I was informed there is not a regional XXXX at this location and spoke to XXXX XXXX, branch XXXX. She reviewed my account, the above information and documents. XXXX XXXX contacted claims and had the claim re-opened, Claim number XXXX. 
On XX/XX/2023 I received a call from XXXX XXXX. She explained a credit was deposited in my account this morning for {$1000.00}. She stated the claim was resolved, that by this time they could see the ATM was off by {$1000.00} and my money was returned. I was assured this was not a temporary credit and funds would not be again removed from my account. 
On XX/XX/2023 I went out of town to return on XX/XX/2023. 
On XX/XX/2023, I opened two letters from Chase, dated XX/XX/2023 ( See attached Document # 6 ) and another dated XX/XX/ ( See Document # 7 ) The first letter informed me I received a temporary credit of {$1000.00}. The second letter stated the research was completed, I authorized the transaction and the funds would be removed from my account on XX/XX/2023. 
On XX/XX/2023 I sent an e-mail to XXXX XXXX as she explained that was the best way to reach her due to the phones not always being answered at the branch. I received an automated response that she was out of the office until XX/XX/XXXX and to reach out to XXXX XXXX in her absence. ( See Attached Document XXXX. ) On XX/XX/2023 I forwarded the above e-mail to XXXX XXXX as well as XXXX XXXX, Chase Marketing Director in the XXXX area. I received a call from XXXX XXXX explaining she received the e-mail and has escalated the claim. I also received a call from XXXX XXXX, identifying himself as responding to the e-mail sent to XXXX XXXX in the XXXX area. He explained he would look into this claim and let me know something. He called later and explained the claim was actually denied because there was no discrepancy found in the ATM balance. XXXX XXXX explained the claim would continue to be escalated in the Chase banking system. 
IN SUMMARY : I did not receive the {$1000.00} I attempted to withdraw from Chase.

Three Regulation e complaints were made. One verbally on XXXX, in writing on XXXX and again in person on XXXX. 
This matter has been unresolved for over 30 days from the initial complaint.

Company response to consumer: Closed with monetary relief