Consumer complaint received 2023-08-09
Company: JPMORGAN CHASE & CO.
State: CA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
On XX/XX/23 at XXXX XXXX  I attempted to deposit cash into the drive-thru ATM with the amount of {$1000.00}. The screen read " We are processing your deposit ... '' which I noticed was taking longer than usual. I waited patiently and when more than 5 minutes had gone by, I contacted customer service while maintaining my position in front of the ATM. The first rep I spoke to canceled my card so no one would be able to access it and checked to see if the deposit had gone through. She stated it did not, and forwarded my call to claims dept. The claims specialist requested details which I provided, he told me the claim would be processed in 2 hr - 2 days and that I should return to the bank when it opened and let someone know about the situation, that he would also notify them but for me to do it as well. I asked what would happen with the money I deposited that was not showing on his end as deposited, since the screen was frozen. He told me no one would be able to access the ATM since my card was stuck nor access my account since the card was canceled. I told him that was what I was worried about and I asked several times if he was sure I could leave, he told me yes I could leave and the claim was filed. I asked for a claim number and returned home. At XXXX XXXX  the same day, I returned to the bank and noticed that people were now using the ATM. I walked in and let a teller know the situation. She told me they did not service the ATM so there was nothing they could do, she was unaware of the situation. While walking back to my vehicle I walked to the drive-thru ATM to check if by any chance the person after me might have placed my card on top and found nothing, only the ATM screen now operating. I called two days later for an update and was told the claim had escalated and there was no resolution yet and that the amount would be temporarily credited in 10 days while the claim was finalized ( which would take about 20 days ). On XX/XX/23 I called for an update again and was told my claim was denied and that they had XXXX people go out to check and that there was no money in the machine. I asked if it was possible the deposit didn't go through and that the door where the cash was inserted might have opened and someone took it. She stated that was not possible because it did not work that way. I asked them, if there was no money in the ATM, and the door would not open, then how could my deposit be missing. I asked if she could verify through the cameras that I did in fact deposit the cash. She told me that they use a third party and that they were not able to access the videos and that the cameras only verified if I was at the ATM, for fraud prevention purposes, but not if I made a deposit. I asked what else I could do because I was disputing it, and they did not give me any additional resources. They told me I can provide documentation but even if I had requested a receipt, it is given after the deposit is confirmed, which was the reason I was calling since the screen froze. I would not have been able to obtain any documentation. I only have a picture timestamped when I was waiting for the deposit to be confirmed but was frozen. I asked to speak to someone else who could help me and they denied, saying there was nothing else to do because the claim was denied. While I was making the deposit and while I was on the phone I had to tell the cars behind me to try the ATM inside the bank because the one I was using was frozen. I do not usually record myself depositing money in the bank, I do not know what documentation I could provide. I do not believe Chase conducted a thorough investigation because otherwise they themselves would know how the ATM machine operates. If my card was stuck and the screen frozen, and then the card was blocked, how then was someone using the ATM at XXXX XXXX  if the claims rep. Told me no one would be able to use the machine. I do not know if they bothered checking with the persons who they claim serviced the machine, in that two-hour time span and if they reported that they did in fact find my card on the machine. I do not know how the machine works but I can only assume that the machine time stamps when cards are inserted and if there is a failed transaction. Instead, they treated me in a condescending way suggesting that I might be trying to commit fraud.

Company response to consumer: Closed with monetary relief