Consumer complaint received 2021-02-17
Company: JPMORGAN CHASE & CO.
State: TX
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Banking errors

Complaint:
We arrived at the Chase Business drive-thru at XXXX XXXX, I took a deposit slip from the drawer and started to count my money. I noticed a XXXX XXXX behind me. I went around the building to let the XXXX go first and pulled up again in line behind the XXXX XXXX. Using the calculator from my phone, i was adding the checks and money orders while my wife counted the cash. My wife was counting the cash on the car dash in clear view of the overhead cameras. 
Once she was done I counted the money myself and we had a total of {$4900.00} cash and {$1000.00} in checks and money orders. The denominations included in the deposit were 8 : $ XXXX, 4 : $ XXXX, 194 : $ XXXX, and 2 : $ XXXX which equaled a total of {$4900.00}. I noticed the XXXX XXXX was taking too long so I moved to lane 2. I am a regular customer and I do these sorts of deposits weekly. I immediately prepared the tube and sent up my deposit even before the teller acknowledged me. 
As I was sending my money to the teller through the vacuum tubes I noticed the people in the XXXX, just one lane over, were complaining about their deposit being short. We waited 15 minutes before I called them on the speaker asking about my deposit. The lady responded back that they were having problems with their system and that I was SHORT {$100.00} from what I had sent in. She didn't specify the manner in which she counted or how she verified my cash in the deposit. I told the teller that I counted the money twice with my wife before sending up the deposit and that she needed to check on it again. She stated again that they were having system issues and that they would work on it and get back to me. 
I drove around and went inside to see what was going on with my deposit since they were taking too long. When I got inside, I could still hear the people in the XXXX arguing about their deposit being short. I got near the teller line to let her know that I was the customer in lane 2 and to please check on my deposit. As I was in the branch I overheard the operations manager who was assisting the teller with our situation telling the customers in the XXXX that they had found their deposit was {$20.00} over. The operation manager saw that the teller was a bit overwhelmed with both customers and stepped in to assist her with my deposit. The operations manager then comes over to tell me that I was now SHORT {$220.00}. I immediately told her that it is not possible that my deposit was short that amount, both my wife and I checked on the cash in the deposit. I also mentioned that the teller had multiple customer at the same time one ( myself ) was short in my deposit and the other was complaining about being short as well. I requested to speak to the branch manager. 
The operations manager told me that she would go recheck as they were still having issues with their system, and to give them a few more minutes to sort everything out. 
The branch manager came over and again told me I was {$220.00} short. The managers only response or solution was to wait to the end of the day they would do an audit and let me know if they found overages in the tellers drawer. He called me at XXXX XXXX  that evening and told me that they had not found any extra money in the tellers drawers. I asked him to explain to me why would the teller, whom was helping me, initially say I was {$100.00} short, at the same time have another customer who she was helping complain that their deposit was short, go back to recount my deposit only to come back a second time and now tell me I was now {$220.00} short. I was concerned as I could clearly see the teller was not able to manage two business customer deposits due to the inconsistencies of the resulted cash handling totals of both deposits. 
I shared with the manager that it didn't make sense why I would be short two distinct amounts, and one of those amounts being an increment of amount the teller gave back to the other customer stating they were over in their deposits while I was short. I shared that the entire situation was not handled professionally and I am now under the assumption that someone has intentionally stolen money from me.

Company response to consumer: Closed with explanation