Consumer complaint received 2018-04-05
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 XX/XX/XXXX at approximately XXXX I went to use the outside ATM outside of Chase Bank located XXXX XXXX XXXX XXXX TX XXXX. As I put my deposit of {$1400.00} ( 14 {$100.00} and 1 {$20.00} ) the machine begin to go black, and came up with a message that stated out of order. I didn't receive any form of receipt.I went into the Branch and spoke with the Branch manager who filed a claim with the claims department XXXX and provided me a claim number. She informed me I would have the funds by the end of that business day XX/XX/XXXX. At approximately XXXX that same dayXX/XX/XXXX I contacted the claims department and spoke with a gentleman who informed me I would have the funds by the end of the day XX/XX/XXXX. On the morning of XX/XX/XXXX I checked my acct and it was negative {$80.00} due to bills coming out of my account. AT XXXX XX/XX/XXXXI contacted the claims department to see why the money wasn't in my acct as I was informed by 2 separate individuals that it would be there by end of day of XX/XX/XXXX.  He then proceeds to tell me because of the high dollar amount it would be in there by the end of this business day of XX/XX/XXXX. Then before the call ended he stated the claim closes on XX/XX/XXXX so I asked does that mean I won't get the deposit until XX/XX/XXXX and he stated yes. So I asked well why did you just tell me I would have it by the end of the day XX/XX/XXXX. At XXXX that same day XX/XX/XXXX I went back into the original branch where the error occurred and spoke to the assistant branch manager who contacted claims department who wanted to speak with me and she stated it would take 96hours for me to get a provisional credit and there is nothing else she can do to assist me. On XX/XX/XXXX I contacted the claims department back and spoke with another individual who informed me it would take up until 10 days for me to receive the funds. So at this point my frustration has kicked in because how do you run a business where your machine malfunctions and there is nothing you can do to help your customer while you fix your issue. So I am suffering with no money for who knows when due to your error. The biggest issue is that no one in the company is on one accord. Every time I speak with someone it's a different timeframe. I have no idea what to do because clearly CHASE doesn't know what they are doing. I feel this situational has been handled both unprofessionally and very irresponsibly. So now I have to suffer without money to provide for me and my son while Chase suffers no repercussions and all they can tell me is there is nothing they can do for me. What is a provisional credit for if I have to wait 10 days until the claim is settled. At that point the investigation should be concluded. I am very upset and disappointed with how CHASE has handled the situation seeing as though them and their malfunctioning machine is at fault. I sincerely hope you can help me with this unfortunate situation and prevent anyone else from experiencing this.

Company response to consumer: Closed with monetary relief