Consumer complaint received 2016-04-07
Company: JPMORGAN CHASE & CO.
State: NY
Product: Bank account or service
Sub-product: Checking account
Issue: Using a debit or ATM card

Complaint:
On XXXX XXXX, 2016 I went to the chase bank located at XXXX XXXX XXXX, XXXX NY XXXX. I went in to make a cash deposit of {$670.00} to my checking 's account. I used one of the new touch screen ATM 's located inside this branch and proceeded to begin my deposit. As I got to the part where I was prompted to place the money inside I began placing the money wrong, as this was my first time depositing money using this type of ATM machine. As the door began opening one of the bank representatives noticed I was placing the money incorrectly and quickly moved to assist me and along with me grabbed the bills and put them into the deposit hatch. In that process not all the bills made it inside the ATM so {$50.00} remained with me ( XXXX {$20.00}, XXXX {$5.00} ), and {$620.00} ( XXXX {$20.00} ) made it into the ATM. The ATM started making the noise that it does when it is processing the deposit but then a receipt ended up printing out that said, " This device has experienced a technical problem. To confirm that your last request was completed properly, please visit a chase branch or call us toll-free at : XXXX Service hours : XXXX-XXXX. Please keep this receipt for reference. '' While I was standing there reading it the representative who helped me let me know to call that number and if it was n't deposited then you need to open up a claim. I called the number and they let me know the deposit did not go through and they would transfer me over to the claims department. I explained the whole story to the gentleman on the phone and asked me some routine questions then he let me know my claim was open and would be investigated. He also let me know that in the meantime I will receive a {$620.00} credit to my account that I can use and do with it what I had intended to do with my original deposit, which was to pay my XXXX XXXX bill. He said they would be sending someone out to that ATM machine to investigate and verify my story. On XXXX XXXX, 2016 I received and email from them saying that my claim was being declined and they would proceed with removing the credit that they gave me from my account on Friday XXXX XXXX, 2016. The credit they gave me I used to pay my bill which was the intention from the beginning and the reason I was in the bank to begin with so the money that they were going in to take would be my personal money now. Now I am very angry at this point I call the Chase Customer Claims number, XXXX, located on the corresponding document that they sent me. I ask the lady who takes my call, why is the money is being taken out of my account? She proceeds to tell me that I need to verify the denomination of each bill that stayed in the ATM machine. I am not 100 % sure about this off the top of my head so I tell her to give me a minute to recollect. I hang up and call back after writing down all the bills I had ( I used an ATM machine before I made that deposit to withdraw money to make change for this deposit ). Based on that previous withdrawal and the {$50.00} I was left with I concluded that XXXX- {$20.00} bills was what remained in the machine. They let me know that now a second investigation would be done and I will hear back in 3-5 business days. I also decide on that day to visit the branch where all this happened, I was directed to the branch manager who was helpful. She also called the Claims department to understand what was found that made them decline my claim, which they say was attached with the documents they sent and it was not. They let her know the same thing they told me that it was being researched again and I would hear from them in 3-5 business days with their findings. Today, XXXX XXXX, 2016, makes the 5th business day of reopening this case so I proceed to call the Chase Customer Claims number, since I did not hear anything back. When I called they told me again my claim was being denied because after a second investigation they can

Company response to consumer: Closed with monetary relief