Consumer complaint received 2022-08-26
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:
Chase Branch case of XXXX XXXX XXXX of {$3600.00} Taken by ATM and not deposited into account. Chase Case Number : XXXX I am XXXX XXXX XXXX, and a XXXX in the University XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX College XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX and a long time resident in Texas. 

I.- The Incident : On XX/XX/2022 while on my summer XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX  XXXX GA, for the XXXX XXXXXXXX XXXX , and after collecting payments from customers, I drove to the Chase Branch in XXXX XXXX XXXX XXXX, XXXX XXXX GA where I made a deposit to my checking account # XXXX, through the drive-through ATM, at around XXXXXXXX XXXX 

I inserted {$3600.00} USD in XXXX bills of different denominations, but the ATM stalled, gave me an error message and did not issue a receipt, nor returned my money. I panicked and immediately called My father via XXXX XXXX He told me to attempt another deposit of XXXX dlls to make sure there was a record I was there, and make sure the ATM would take it. I did and the deposit went through and provided a receipt. I also got out of my car and walked around so that the cameras would be able to see me and record me being there, so it would be easier for the bank to track the issue, timing and camera records. 
I went back the next morning of XX/XX/2022 to the Branch before they opened, and immediately spoke to XXXX XXXX XXXX XXXXXXXX, Relationship Banker, XXXX XXXX XXXX XXXX XXXX XXXX was very helpful, opened the case of the situation and reassured me that within 2-3 days Chase will contact me via e-mail with a resolution to my case, as they took this matters very seriously. 

II.- The Case Follow Up : On XX/XX/XXXX I boarded a cruise with my family and by then Chase had not provided any answer to my situation. By XX/XX/XXXX, when we returned to port, I had no e-mails about my case, so I called Chase Claims Department to enquire about my case, to find out to my surprise and shock that the claim had been denied, claiming that the money had not been found. 

I immediately called the branch with XXXX XXXX, who told me she couldnt help me more and that I had to follow through again with XXXXhase Customer Claims Department. I asked what would be the process in which Chase could check the security cameras, and I was advised that to do that, a Police Report needed to be opened. 

III.- The In-Person Branch visit and Police Report : I decided to fly to XXXX with my father XXXX XXXX XXXX XXXX, XXXX XXXX XXXXXXXX XXXX  to meet with the executives at the branch to follow up again on this case. We met with XXXX XXXX XXXX XXXX and XXXX XXXX XXXX ( XXXX XXXX XXXX, the branch manager, was not in town ). XXXX XXXX called again the Claims Department and requested to escalate it and open it again. She indicated that the ATM on the drive-thru, although is branded as Chase ATM , is serviced and managed by XXXX She advised us to file a police report in the county to aid the process. 
We did under such advise and opened a Police Incident Report at the XXXX XXXX Police Department, on XX/XX/2022 under case number XXXX with XXXX XXXX, badge XXXX. 


IV.-The Appeal to the denied Case and contacts with Chase Executives XXXX We proceeded to contact XXXX XXXX XXXX XXXX Marketing Director at Chase to request his support to better understand how to proceed with this case to recover the money I entrusted to Chases ATM. I have not been able to speak to XXXX XXXX, but only with his assistant, XXXX XXXX, nor he has replied to our emails. 
I have also tried to get the contact information of XXXX XXXX XXXX XXXX, VP of multi branch, but the branch has declined to give me his contact information. 

On XX/XX/XXXX, I received a call from Chases Claims department indicating that the case had been re-opened and that they would be in touch via phone with us. I asked where could we communicate about this case via e-mail, but were told that this cases are only handled via phone, not e-mail. 

On XX/XX/XXXX I called again to the claims department to enquire about my case as was told that it had been closed again and that to reopen it, I need to provide more details or evidence about my deposit. 
I have evidence of videos and pictures but they told me that they can only receive faxes and not emails. I have enquired about them checking the security footage but again they told me they can do it only if requested by the police which shocks me. 

V.- The Concern about deleted camera Footage I have a major concern about the length of time which camera footage is kept. In this case, since there is an Incident Claim, I want to make sure the cameras footage from XX/XX/2022 between XXXX XXXX  and XXXX XXXX are NOT deleted, so they can serve to proof that I was there, inserted the money into the ATM but it failed to deposit it into my account and did not return it to me. I have been told that in order to have the footage reviewed, I have to have the Police department request it ( or be subpoenaed ) Why would we need to subpoenaed the cameras footage to have it reviewed?, shouldnt this be Chases standard procedure when a case like this is raised? 

VI.- Concern about closed case, again. 
On XXXX XXXX, 2022 I called again for an update and was told that after elevating the case to an executive review, the case was closed and indicated that if we have additional information, CHASE may consider re-opening the case. I have already sent this information as a request to re-open the case and check with XXXX, who is the provider of the drive-through ATM at the XXXX branch XXXX for the missing money. We were shocked to find out from the branch today, after talking to XXXX XXXX XXXX XXXX, that she is still waiting for the XXXX report, yet the case has been closed already twice. 

VII.- Request to re-open the case- XX/XX/2022 On XX/XX/2022, under the advise of Chases Claims department, my father went to a Chase Branch and requested them to send a fax to the Claims Department requesting to re-consider the case and open it again. I sent a very similar letter like this, requesting the case to be re-considered and XXXX to be requested to provide the deposit records of the drive-thru ATM, plus check camera footage of my deposit. 

I am deeply concerned with the way CHASE has handled the communication of this case The lack of written ( email ) communication is very concerning to me. 

On XX/XX/XXXX, I called XXXXhase claims department and was told that the company had made a mistake not crediting my account immediately after placing my complaint and that they would credit me and continue the investigation. This same day, another person from the claims department called me to tell me that the case had be closed again denying it. I recorded the conversation where they indicated the mistake they made and will attach it in this complaint. 
To this day we have only received a regular mailed letter from XX/XX/XXXX when they initially denied the claim and no other written communication

Company response to consumer: Closed with non-monetary relief