Consumer complaint received 2017-04-14
Company: JPMORGAN CHASE & CO.
State: CA
Product: Bank account or service
Sub-product: Checking account
Issue: Using a debit or ATM card

Complaint:
On XX/XX/2017, I withdrew {$220.00} from my Chase checking account at one of its ATMs. The ATM, however, took back the money before I could take it. I then received an ATM receipt that stated " We could n't dispense your cash. '' Given this, I did the transaction again just a couple of minutes later and was successful. I then realized that my account had been debited for both transactions in the total amount of {$440.00} despite that I did n't receive the funds from the first transaction. 
I immediately called Chase and was told that I needed to file a " claim '' to get the funds from the first failed transaction returned to my account. I then spent the next two hours on the phone with various individuals at Chase trying to get the money returned to my account. I eventually spoke with " XXXX '' who stated he was a supervisor or senior account specialist in the Chase claims department. He assured me that he had taken the necessary action to have the {$220.00} placed back into my account. Another Chase representative also provided a credit to my account in the amount of {$8.00} as reimbursement for a cash advance fee that I was forced to incur in order to withdraw money from my account because the ATM erroneously reported that I had withdrawn {$440.00} already instead of {$220.00} and, thus, any additional withdrawals in excess of {$60.00} were prohibited because it would cause me to exceed the daily maximum withdrawal amount placed on the account by Chase. 
Later on XX/XX/2017, I signed into my online account with Chase and saw that, in fact, my account had been credited with a deposit of {$220.00} and another for {$8.00}. Inexplicably, on XX/XX/2017, I received a text notification from Chase that my account was overdrawn. This did not make sense to me since I had sufficient funds in the account to cover all debits or charges that were posted or scheduled to be posted. When I signed back into my online account, the {$220.00} and {$8.00} deposits that were made by Chase the previous day were no longer there and the money was removed from my account by Chase without warning, explanation, or even notice. This has now caused my account to be overdrawn for two different debits that I previously authorized and each of those insufficient funds debits results in an additional {$34.00} charge by Chase. Chase, thus, through its own theft of my money, has benefited itself and charged me fees because of its own errors and deliberate actions. Had Chase not unilaterally withdrawn the {$220.00} that it was obligated to place in my account and did place in my account then my account would not have incurred any fee since sufficient funds would have been in it to cover the two debits that were posted to it. 
I called Chase again on XX/XX/2017 in an effort to have it return the funds taken from me and reimburse the fees charged to me only to get the runaround. For close to two hours, I spoke with three different people -- XXXX, XXXX in its escalation department, and XXXX in its claims department -- and received nothing as a result. No one would return the money to my account, explain to me why it put the {$220.00} back into my account and then took it back without warning, or even offer to put the money back in my account. The only response I receive was that a new claim had to be filed by me and that it would take several days for Chase to investigate and, if the investigation verified what I was stating happened, then the money might be put back in my account. In the meantime, my account continues to be overdrawn and any further automatic debits will result in add fees. 
It is unacceptable that Chase continues to hold onto money to which it has no right to claim and refuses to account for and remedy its mistakes and errors immediately by giving back the money which is clearly mine. If I or anyone else did the same to Chase we would be accused of criminal theft.

Company response to consumer: Closed with monetary relief