Consumer complaint received 2023-07-24
Company: JPMORGAN CHASE & CO.
State: IL
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/XXXX, I used my debit card at Chase ATM inside the bank. I removed {$400.00}, ten {$20.00} and two {$100.00} bills. Because there were no envelopes available, I put the money in my pocket. When I got to my car, I pulled the money out, I had five {$20.00} bills. I went back into the bank to the same ATM machine. A male employee had the ATM machine open counting the money. I was about to ask him if I left money in the machine, he said " the teller has your money ''. There were several customers in line, however, a teller handed me a sealed envelope. As I started to walk away, a customer at the window close to the ATM said, " honey you need to be more careful, that man, she pointed to a customer standing in line, found your money ''. I walked over to the man, and offered to reward him. He refused my offer two times. When I got to my car, I opened the sealed envelope and discovered {$100.00} bill missing. Was it in the ATM machine, did the man pocket the money or did the teller take it? ( I couldn't believe what just happened ; I had walked back into the bank, an employee directed me to a teller, she gives me a sealed envelope. No one asked me for my receipt, an ID, how much I was missing nor said where the money was found. ) I was running late for an appointment. I went back the next day, XX/XX/XXXX, and talked to a supervisor, XXXX. I asked if she could roll the camera, I wanted to where the money was founded. She wasn't authorized, unless I accused an employee or the bank was robbed. Only the manager, XXXX XXXX ; he will return from vacation on Monday. Monday XX/XX/XXXX, at XXXXXXXX XXXX, XXXX called ; she will write a complaint about the {$100.00}. I asked her to add my concerns ; why no one asked for an ID, a receipt of my withdrawal, who found the money and why a customer pointed to the person that found the money. It didn't make sense, they gave me a sealed enveloped, no questions asked. XX/XX/XXXX, at XXXXXXXX XXXX, XXXX called case # XXXX said, if it's not fraud, not identity theft, nothing can be done. I again repeated, I need to know where was this money found, in the ATM, or where, and how can I walk into the bank and they give me a sealed envelope, no questions asked. Nothing he could do. XX/XX/XXXX, at XXXXXXXX XXXX I called Chase executive number XXXX XXXX. I talked with XXXX. He will escalate my concerns to someone that could provide answers. Case # XXXX. XX/XX/XXXX, at XXXXXXXX XXXX  XXXX called from the executive office. She has the complaint to investigate. If there are any questions, call the manager, XXXX XXXX XXXX XXXX. XX/XX/XXXX, at XXXXXXXX XXXX XXXX called. Her report states the money was found in an envelope and given to the customer. I clarified ; I put the money in my pocket, because there were no envelopes by the ATM. She informed me she was reading what was provided to her. I asked her title, she said a representative from the executive office, not a manager. Everyone I talked to had a different story about this problem. Why are Chase employees so reluctant in telling me where the money was found. Is this Chase procedure, or is it this branch that's giving me the impression something illegal is going on? Finally, I want to know where was the money found, why I wasn't questioned before they gave me a sealed envelope and why did a customer point to the person that found the money. Please provide me with an answer. Thanks for your help.

Company response to consumer: Closed with explanation