Consumer complaint received 2022-10-25
Company: JPMORGAN CHASE & CO.
State: MI
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
On XX/XX/XXXX at XXXX XXXX I made a deposit at my local Chase bank. Location : XXXX mile XXXX XXXX. Term ID : XXXX I was the only car there on XX/XX/XXXX. When I arrived at the the bank I drove up to the ATM and had no cars waiting behind me. I inserted my debit card, then pin and clicked the deposit option, then cash option. I grabbed {$4700.00} in all XXXX and inserted them in the ATM. I could hear the ATM counting the money, so I assumed the transaction would be complete soon. Instead, I received a slip from the ATM that says to be sure your deposit went through, please call us at XXXX. It states the last 4 of my checking account number on the slip. When I woke up the next day, I check my bank account and did not see the transaction. No history of any transaction. I called the number and they told me that a transaction was not pending. I was transferred to the claims department and made a claim. They said they would investigate, but sent temporary funds of {$4700.00} to my bank. I didnt hear back for over 2 weeks, so I assumed the investigation was complete and they found the transaction. On Wednesday, XX/XX/XXXX, they withdrew {$4700.00} from my account. Never received any communication nor updates. I called the morning of XX/XX/XXXX. I spoke to gentleman in the claims department, he told me that the investigation was complete and funds were not found. I asked to speak to a supervisor and was put in contact with XXXX. She completely dismissed everything I said, she told me I can see you were at the bank, but no deposit was made. I have a slip that says otherwise I went to my bank ( the bank I made the deposit on ) and spoke to the branch XXXX, XXXX, she called for me and told me a senior representative would call me back in a few days. On Thursday, XX/XX/XXXX, I received a called from the senior representative around XXXX XXXX. He told me that the stand with the investigations team finding. I told him that I want footage and he said the only way to go about that is if I file a police report. The next morning I go to the Chase bank and speak to XXXX, she tells me she received a recap email. She said the email said if I wanted camera footage, then a police report is mandatory, and then a subpoena would be filed. So on Friday, XX/XX/XXXX, I filed a police report at XXXX XXXX Police Department. I faxed over the slip that was printed from the Chase ATM and the police report complaint # over on Friday, XX/XX/XXXX as well. I called for an update on Tuesday, XX/XX/XXXX, they told me the claim was closed they also told me if I wanted camera footage I had to go to bank it happened at, so I did. XXXX called Chase claims for me again, she told me this is out of her hands though, and she isn't sure why she needed to make the phone call herself.. They told her the investigation would open up again, but of course the answer remained the same. I was told to give them a week to complete their investigation. I called on Monday, XX/XX/XXXX, I spoke to a gentleman, he told me that " the slip printed can't be trusted '', not sure how a bank like Chase can tell their customer that a slip that prints from THEIR bank can't be trusted. I asked to speak to a supervisor, and she told me the same thing that others have been telling me, we sent our vendor out to count the money, we did everything we could, the money was never deposited. They never opened up the investigation. I know this because I have been receiving the same answer over and over again, no one has said anything remotely helpful. I have been calling them for weeks and have received nonsense answers. No one is on the same page at Chase. I speak to one person they tell me one thing, and another representative will tell me another. I want someone to look at the camera footage. I put {$4700.00} in what I thought was a trusted Chase ATM, and never received it back. This has been delaying my bill payments and putting me into a financial, stressful and emotional roll coaster. I have spent hours of my time calling Chase, going to my local Chase bank, going to the Police Station trying to get answers for myself that I deserve. The way Chase has been handling this has been cruel and unethical.

Company response to consumer: Closed with monetary relief