Consumer complaint received 2023-09-27
Company: JPMORGAN CHASE & CO.
State: AZ
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
I am an XXXX XXXX XXXX widow and have done my banking with Chase Bank on XXXXXXXX XXXX XXXX  XXXX in XXXX, Arizona for many years. On XX/XX/2023 I took a check I had received for {$2600.00} to the above mentioned branch to deposit into my account through their ATM. The PIN number rejected, so I took the check and my debit card inside the branch. I explained what happened to an employee ( XXXX ). Because this branch does not have a teller line, only ATM access, I handed him my debit card and my driver 's license. He looked up the account on the system and either neglected to verify or didn't notice. that the name on the debit card and the account belonged to someone else. Rather than bring to my attention, he had me reset the PIN and then instructed me to make the deposit, which I did. ( He later told his manager that he was overwhelmed that day and felt rushed. ) Imagine my shock the next day when my friend XXXX called my home to tell me that my deposit was in her account. We had recently met for a meal and paid our own bills separately. XXXX also banks at Chase, and the waitress had given me her debit card back instead of mine. 
My friend immediately contacted the branch ( XXXX ) and informed him of what occurred and I also contacted the branch and explained the mistake. The Chase employee told me he would correct the deposit to my account and it would show in a couple of days. 
Today is XX/XX/2023 and I still don't have the funds in my account and had an appt to meet with the branch manager. I took with me a neighbor who is a retired XXXX XXXXXXXX familiar with the CFPB and regulations. When we met with the manager, XXXX XXXX, my neighbor XXXX XXXX XXXX ) explained she was with me to help understand why Chase had not following Reg E procedures regarding incorrect or or mis-posted ATM deposits. XXXX XXXX stated because they ( Chase ) felt the check was fraudulent, they ( Chase ) were not required to follow Reg E procedures ( which also included provisional credit until the issue could be resolved ( up to 45 days ) She admitted that the employee who reset the PIN on the card should have realized when he accessed the account the difference in names. Since the deposit was made on XX/XX/XXXX, XXXX asked if the bank had received notification from the bank the check was drawn that the account did not exist, or was returned for insufficient funds. XXXX XXXX stated Chase had not been notified, but chose to return the money back to the company that issued the check to me. She also refused to give me a copy of the imaged check that was made to me so that I could call the bank and see if it was valid. She recommended I call the company and ask them to send us another check which is not acceptable, since Chase returned the money without my knowledge. 
XXXX XXXX had no further comment to make ; according to her the matter was closed. My neighbor XXXX XXXX told her that in her opinion, Chase violated REG E procedures/processes, did not notify me within 10 days of their " investigation '', did not provide provisional credit, and that she was recommending I file a complaint the with CFPB ( which I am now doing )

Company response to consumer: Closed with non-monetary relief