Consumer complaint received 2016-04-24
Company: JPMORGAN CHASE & CO.
State: NJ
Product: Bank account or service
Sub-product: Checking account
Issue: Deposits and withdrawals

Complaint:
On XXXX/XXXX/16 at XXXX, the Chase ATM XXXX ( located at XXXX XXXX XXXX, XXXX, New Jersey ) absorbed my check in a total amount of {$2100.00}, which I was depositing into my Chase bank account, without crediting {$2100.00} into my Chase bank account. The ATM machine did not display the check image on the ATM screen and did not credit my {$2100.00} Check deposit into my Chase Bank account. Most of all, due to the ATM Machine experienced technical problems, my deposit of {$2100.00} check did not go through this ATM machine successfully on XXXX/XXXX/2016 at XXXX. I observed that the ATM machine made some noises and beeps after my check was taken by the ATM, then the ATM machine was shutting down after a receipt was printed out and the system reboot itself, then stated " the ATM has experienced a technical problem '' and my {$2100.00} check was still inside the ATM Machine. I made a claim immediately on XXXX/XXXX/2016 at ( XXXX ) XXXX at XXXX and the Claim number is XXXX and Chase Executive Office Case number is XXXX. On XXXX/XXXX/2016, I went to the Chase Branch that has the broken ATM Machine ( ATM XXXX ) in person and spoke to the Branch Manager about this incident, the Branch Manager told me that they were not able to do anything since I filed the claim with Chase Claim department and got temporary credits. The tellers at this Chase Bank Branch located at XXXX XXXX XXXX, XXXX, New Jersey encouraged me to use their Chase ATM for depositing and now the ATM Machine is broken when I made my deposit. 

I am very concerned about the processes of researching/investigating that Chase Claim Department is currently using to handle this ATM technical problems. Chase is not doing this in a timely fashion. I appreciate the upfront temporary credits in a total of {$2100.00} given by Chase bank, however, it is not permanent and subject to return in case if JP Morgan Chase Bank is unable to find the {$2100.00} check that I deposited on XXXX/XXXX/2016. I am quite worried about this situation. It would cause me headache and ample time and energy to resolve the problem that was actually caused by the broken Chase ATM machine. It appears to me that JP Morgan Chase Bank takes their time for doing their research / investigations that I could not stand. As I have found out personally, the Chase Claim Department simply do not track any progresses of the claim and could not provide me with any concrete updates over the phone from any claim specialists ( junior to senior ) - it is helpless and hopeless! The timeframe is given to me with inconsistence answers from different claim specialists ranging from XXXX48 hours, to XXXX2 weeks, to XXXX XXXX deadline ( over a month ). The Chase Claim Specialists are not able to tell me why they take so long to research / investigate. 

Here are some online postings that I have found via XXXX Search Engine : Chase ATM Technical Problem - Online postings from the Chase Customers and their awful experiences. I am not sure if Chase has improved since these complaints from the Chase Customers posted in the last several years. 

[ XXXX XXXX XXXX [ XXXX ] XXXX XXXX [ XXXX ] XXXX XXXX

Company response to consumer: Closed with explanation