Consumer complaint received 2022-05-12
Company: JPMORGAN CHASE & CO.
State: TX
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
On Tuesday evening, XX/XX/XXXX, I realized that my checking account had a pending negative balance. So in response, I drove to the XXXX XXXXXXXX XXXX XXXX at XXXX XXXX XXXX in XXXX, TX and made a {$320.00} withdrawal. I used this cash in addition to cash I had left from a {$200.00} withdrawal the previous day ( receipts for both transactions included ) to make a cash ATM deposit at my local Chase branch. 

At XXXX on that evening, Tuesday, XX/XX/XXXX, I used my debit card at the ATM located at the Chase Branch at XXXX XXXX XXXX ( across the street from the XXXX XXXX XXXXXXXX XXXX XXXX to attempt a cash deposit of {$400.00}. There are two ATM terminals in the drive through area at that branch, and I used the terminal on the left side. 

I placed twenty {$20.00} bills in the deposit slot. The cash went into the machine. I noted that the machine hesitated for a moment longer than usual and then flashed a message on the screen saying that to be sure my deposit went through, call XXXX XXXX. I ended my transaction and received a receipt which I have also included. This receipt shows AID  # XXXX, Term ID : XXXX, Sequence # XXXX, Card # _ XXXX, date and time : XX/XX/XXXX XXXX PM, and Deposit to XXXX XXXX. 

My XXXX yr old daughter was with me in my vehicle and is willing to swear on an affidavit that all of the above is true, as am I. 

Upon receiving this receipt, I immediately called the phone number as requested without leaving my spot in front of the ATM. There was no other traffic so I just stayed where I was while I called. The customer service agent I spoke with explained that I needed to talk to someone in the Claims Department but that that department was closed and Id have to call the next day. 

On the morning of Wednesday, XX/XX/XXXX, I called back to the Chase Customer Service and was transferred to the claims department. The person I spoke to took down all the information I have written above, including all the pertinent information that was on the receipt I had received. The agent informed me that the {$400.00} would be credited to my account pending review. 

On Thursday evening, XX/XX/XXXX, I received notice on my Chase app that the {$400.00} credit was being reversed. The next morning, Friday, XX/XX/XXXX, I called the Claims department and was informed that my claim had been denied due to the audit of the ATM machine not indicating an overage. I asked to speak to a supervisor who recommended that I engage with the Executive department on the matter, but when he tried to transfer me to the department, I was disconnected.

I then went to the Chase Branch where this transaction took place and spoke to the manager, XXXX XXXX. XXXX encouraged me to contact the Claims Department again and ask them to reopen my claim. In addition, XXXX emailed the Branch Complaint Escalations department regarding my claim. 

After speaking with XXXX XXXX I called the Claims Department and requested that my claim be reopened and was assured that it would be. 

Subsequently, XXXX from the Chase Branch Complaint Escalations department called me and I spoke to her on XX/XX/XXXX. She informed me that she was going to speak to the Claims department and try to get a resolution. 

On XX/XX/XXXX XXXX called me back and reported to me that the claims department has denied the claim again and that their decision is " final ''. 

I have copies of the receipt I received at the ATM on the evening of XX/XX/XXXX as well as the receipts from XXXX XXXXXXXX XXXX XXXX showing my withdrawals of cash, which I used in my deposit that evening. 

I have requested from Chase all the information used to decide this claim, as their letters to me indicate I have a right to, but as of yet, I have received nothing. 

I have had this checking account with Chase Bank since XXXX, when it was Bank One. I consider what has happened with my deposit as theft and will be filing a police report. 

Thank you for any help you can provide.

Company response to consumer: Closed with explanation