Consumer complaint received 2017-01-29
Company: JPMORGAN CHASE & CO.
State: CA
Product: Bank account or service
Sub-product: Checking account
Issue: Deposits and withdrawals

Complaint:
On XX/XX/2017, the bank was closed due to observance of XXXX. I went to the drive-thru to deposit cash. I deposited {$800.00} in the denominations of XXXX {$100.00} dollar bills and XXXX {$5.00} dollar bill. Once I deposited, the machine screen showed out of service and only printed me out a reference number sheet with no documentation of the money I had just deposited. I called the number and let them know the drive-thru ATM machine located on XXXX in XXXX went out of service after depositing my money. I let them know that {$800.00} was deposited but the machine only gave me a reference number as a receipt. They credited me the {$800.00} on XX/XX/2017 as a temporary credit. However, this week they took {$400.00} from my bank account leaving in the negative and gave no notice to me on what happened on XX/XX/2017. So, I call on XX/XX/2017 to find out what vendor took {$400.00} out of my account thinking it was a fraud deduction. They stated that they checked the machine and only found {$400.00}. I stated that was incorrect, and maybe the branch needs to check again since I was the last person to use the machine before it malfunction. Then they stated that they gave me {$400.00} already, and I stated the {$400.00} was deposited by me at the same location, inside terminal, and on a different day. I told them they need to gather their facts and find out a resolution, because I ca n't give them {$400.00} for free and if they ca n't find the extra {$400.00}, then they need to look internally as there might be fraud within. I also let them know that around the same time every month I make a deposit of {$800.00} or more, and that I would not lie to them about the amount of money I deposited. With their machine going down it left me defenseless, because I have no proof that I even put in a dollar, and for them to state I only put in {$400.00} and that there is nothing they can do to get me my money is not my fault. They putting the blame on me for their malfunctioning machine and I lose {$400.00}. This is a very defenseless situation for me, and as a veteran this should be something that protects the consumer in these situations. The only reason I have an account with Chase is because my primary bank XXXX does not have cash deposit locations in my area. Chase should acknowledge that their machine messed up and grant me my funds, I have not ever made a claim with Chase, and I have always deposited the same amount of cash every month without problem. They are really devaluing me as a customer, and this may strain my future business I do with them based on their " it 's nothing you can do about it stance, and you take the loss ''. It should be a federal crime for this to happen to me, and just wonder what if somebody livelihood depended on that cash, Chase would state " our fault, but you ca n't have your money ''. If that is the message they send to the consumer, then the public should be aware of this, and take action, just like I am going to do if there is no resolution. This is unjust, and they should be ashamed.

Company response to consumer: Closed with monetary relief