Consumer complaint received 2016-05-01
Company: JPMORGAN CHASE & CO.
State: NJ
Product: Bank account or service
Sub-product: Checking account
Issue: Deposits and withdrawals

Complaint:
Continue on CFPB Case # : XXXX RE : Chase Executive Office Case # : XXXX POC : XXXX XXXX XXXX : ( XXXX, Ext : XXXX ) Chase Claim # : XXXX TO CFPB : Please treat this complaint seriously to ensure JPMorgan Chase Bank is doing their FULL investigation at their local Branch located at XXXX XXXX XXXX, XXXX, NJ XXXX concerning my ATM Deposit Dispute Claim filed on XXXX/XXXX/XXXX with the Chase Claim Department - I deposited a {$2100.00} check at a Chase ATM XXXX at XXXX on XXXX/XXXX/XXXX, but did not credit my Chase bank account. On XXXX, XXXX, the local Chase Branch informed me that they have not been able to find my {$2100.00} and requested me to contact the sender to reissue me a new check without finding the ATM issue. This is unacceptable and irresponsible attitude towards this investigation and I can not accept their findings so far. 

On XXXX/XXXX/XXXX, I went to the Chase bank to request them to access ATM to find my {$2100.00} check which was not successfully deposited due to ATM technical problem. The Branch Manager, XXXX XXXX XXXX, refused to access ATM for my check because I filed a claim over the phone and I also received the temporary credits provided by Chase on XXXX/XXXX/XXXX. I insisted on asking XXXX to check the ATM three times when I was there on XXXX/XXXX/XXXX, but she refused to do anything. 

On XXXX/XXXX/XXXX, per my discussion with XXXX XXXX of Chase Executive Office over the phone, I have not obtained anything new from her and XXXX told me it would take 45 days till XXXX/XXXX/XXXX deadline for Chase to conduct their research and investigation without any detailed reasoning. 

On XXXX/XXXX/XXXX, I spoke to XXXX at the local Chase branch office over the phone and he told me that he spoke to the Branch Manager, XXXX XXXX XXXX, and told me that they could not find my {$2100.00} check. 

On XXXX/XXXX/XXXX, I went to Chase Branch and spoke to XXXX and showed him the ATM receipt that I obtained on XXXX/XXXX/XXXX. XXXX asked for another Chase bank rep to open the ATM and checked. As a result, they were still not able to locate the {$2100.00} check and asked me to contact the check sender to reissue me a new check as their resolution. 
Chase would have more chances to find my {$2100.00} check when I was in the branch on XXXX/XXXX/XXXX, why did Chase Branch Manager refuse to access ATM at that time? Why did the Chase wait for two weeks to access the ATM on XXXX/XXXX/XXXX to try to look for check again? Why is the procedure to access ATM totally changed within two weeks on XXXX/XXXX/XXXX and XXXX/XXXX/XXXX? How could the {$2100.00} check disappeared without trace? Please request Chase Bank to show solid evidence with all of taped videos and ATM logs to investigate whether they have done proper procedures to protect customer 's assets and rights. 

Furthermore, in XXXX XXXX XXXX, I had awful experience with the same local Chase Branch which is the closest Chase branch to where I live. The teller thought I occupied her time to deposit checks in the counter and asked me to do deposits at ATM. The teller seems she did not want to serve me. Due to this bad experience, I feel reluctant to go to the counter. That was why I deposited the check at ATM from time to time. Then the ATM got technical problem and swallowed my check on XXXX/XXXX/XXXX. Back in XXXX XXXX, I have filed a formal complaint to Chase Customer Service and I obtained a response from XXXX XXXX of Chase Executive Office dated on XXXX/XXXX/XXXX attached, which did not address my concerns/issues other than perform a formality.

Company response to consumer: Closed with explanation