Consumer complaint received 2021-01-16
Company: JPMORGAN CHASE & CO.
State: NC
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Banking errors

Complaint:
On XX/XX/XXXX at XXXX eastern time my husband deposited {$2800.00} into an atm located inside of Chase branch at XXXX XXXX XXXX, XXXX NC . He had to go inside because the drive through atm wasn't accepting deposits at the time. There were three tellers standing there. After he put the money in the ATM had an error and screen started loading for maybe 2 minutes then popped up an error stating to call XXXX to make sure your deposit went through. He called one of the bank reps over they clicked continue and it printed a receipt saying same thing. Then said dont worry a teller will check to see if transaction went through. He went up to teller, teller could not find the transaction. And teller said to call the number and they will sort it out. I called when he got home, it was a number to open a claim. It was XXXX XXXX XXXX, the bank refused to credit the account until XX/XX/XXXX or sooner if they reached a decision. The following Tuesday XX/XX/XXXX I went to the branch to speak with the Branch manager who also said nothing can be done now, but the machine will be audited the following day. The following day I called and she said the machine was audited but the account wont be credited until the report is filed by the end of the following day which would be XXXX  XX/XX/XXXX. XX/XX/XXXX came and I again called the branch manager and she then said no decision will be made until XX/XX/XXXX and there is nothing she can do or anyone can do, that we must wait. At this point me and my husband were very angry as we were positive they had confirmed the total of the deposit. But were being forced to wait on a cash deposit and rent was do. Our landlord suggested to call the FDIC. We called the FDIC and they gave us this a phone number for the Chase Executive Branch, as well as info to file reports with the CFPB and XXXX. We called first to Chase and were told by first representative that Chase Executive Branch has no access too accounts and that we should contact claims department. The following day I had a XXXX scheduled. While we were driving to hospital we received notification through Chase app. That the claim was closed this is XXXX  XX/XX/XXXX. The letter simply said they investigated and found that the transaction was accurate. We were in hopsital almost the whole day so did not have time to file complaints with government or file police reports against Chase. 
Later that evening shortly after coming home a rep from the Executive office called by the name of XXXX XXXX asking us to fax a copy of the deposit receipt to him. He scheduled a call for Wednesday XX/XX/XXXX to follow up with his findings. On Wendsday someone called to inform us that he was out of the office and would call us when he returned. He then called us on Thursday to inform us that the matter was sent to another department to investigate and he would call us on Tuesday XX/XX/XXXX to follow up with us. Today Saturday XX/XX/XXXX we called into Chase claims to find out why our account had not been given the provisional credit which Regulation E requires banks to give while investigating things. The claims rep lied and said he can not access info as we had escalated it too the executive office, we then called the executive office and were told to speak with claims She put us on hold to connect us, and then after a long wait told us the claim is closed and no deposit or credit will be made that they were unable to locate a deposit. Now with zero deniability 3 bankers physically watched the deposit be made, it is more than likely that not only was the transaction recorded but that the deposit would have been recorded from several angles as it was an in branch deposit. Therefor their is no chance that if an investigation were actually done very little or no time would be required to confirm yes a cash was deposited into the atm. yes and error on part of the banks atm happend. That all would be easy to see on the security footage. We understood because of the amount that Chase wanted to verify the amount before finalizing the deposit. However once the audit was complete, assuming it was. If the ledger was found to be balanced and not over for {$2800.00} or more depending if other customers also lost money to that atm. Then it would be clear should an investigation truley be done that whomever was in charge of the ATM audit wrote down one thing stating the ledger was balanced and pocketed the difference. But this again is where I say not only would the representatives have seen a deposit, but the security footage that is most certain to have capture a deposit from several angles would not verify an amount of deposit but would most certainly verify that if that deposit was made and not credited to the account that the ledger therfor can not be balanced unless the person auditing made an amazingly coincidental error in counting or pocketed the money. Or that no audit was ever made and Chase simply closed claim and was to lazy to actually investigate the claim. More over after many hours of researching these situations online and reading forums The money would have likely been put into a different box altogether and would therefor not take very long at all to confirm. At this point we are forced to file multiple complaints with the appropriate government agencies as well as file a police report. We will also reach out to local media and try to draw as much attention to this situation as under no circumstances will we simply allow our money be taken and told I'm sorry. Something Chase in whole seems to say far to much.

Company response to consumer: Closed with monetary relief