Consumer complaint received 2016-05-19
Product: Bank account or service — Other bank product/service
Issue: Using a debit or ATM card — 
Company: JPMORGAN CHASE & CO. (CA)

On XXXX XXXX @ XXXX I went to Chase Bank on XXXX XXXX XXXX at XXXX XXXX XXXX XXXX XXXX Ca . to withdraw money from another bank XXXX XXXX. Chase calls this transaction " cash advance ''. XXXX help me with transaction at his desk. I gave him my XXXX XXXX XXXX card along with my CA. I.D . need with draw $ XXXX.As he walks away I wanted to make sure that I told him the right amount I wanted to get out so I longed in to my XXXX XXXX account online on my smartphone appt. In less than XXXX minutes XXXX comes back and tells me the transaction was decline. I show him my phone in which the transaction had gone through and it show pending withdraw from chase XXXX for {$1100.00}. He then said oh that 's weird let me go to my supervisor and have her look at it. XXXX the supervisor tells me its decline again. I showed her my phone and ask this is your location right? She said yes but it decline us and its pending so it will be put back to your account. So I said okay. I left the bank. The next morning I call XXXX XXXX and explain the situation and they said that my card was scan 4 times : the first time at XXXX it was paid and then after that it was scan XXXX more times and yes then it was decline. I went into the bank around noon and ask to speak to supervisor XXXX. I explain what XXXX XXXX told me over the phone and she said let me call them and find out what happened. She took about XXXX minutes. Comes back and Shows me a paper where the tellers transactions of the day and said this is yours transaction only one time it was ran and you see it said " Denied ''. She states does it show withdraw on your phone appt. I logged in and show her yes but it state " pending '' XXXX said by Monday it will drop and your money will be back to your account. I check on it Monday and now " pending " was removed and it look like a transaction paid completed. I call XXXX and explain and she said you have to call your bank and tell them we did not received or withdrew the money. On XXXX/XXXX/2016 I called XXXX XXXX again and they stayed the same thing money has been paid.I called Chase I spoke to the Manager at chase XXXX. He said " you need to call your bank and let them know we did not take your money and they should credit back to your account. I called XXXX XXXX explain everything again and they said I need to file a " Dispute '' cause Chase refuse to give me my money and they have it. I file the complaint on XXXX/XXXX/2016 @ XXXX they stated " will take 7 to 10 days for investigation or It XXXX take up to 90 days. I told them I can not wait 90 days I have bills to pay. I call back Chase and spoke to Manager XXXX and told him the Dispute can take up to 90 days. He said well we do n't have your money XXXX XXXX has it and he could not do anything else. I call XXXX XXXX and file the " Dispute '' and I was told in they have 7 to 10 working days to get a solution and a provisional amount {$11000.00} was going to be credit to my account because if more time was needed for a full investigation that can take up to 90 days. 
I been on phone calls ( all recorded ) with both banks regarding the issue. On XXXX/XXXX/16 I had both banks on a conference call from the Dispute department no solution. On XXXX/XXXX/16 I went into Chase and spoke to manager XXXX he said he will escalate the issue and would have a respond in XXXX hrs. XXXX/XXXX/16 Spoke to manager XXXX stated " they found the problem and that the money was return to XXXX XXXX on XXXX/XXXX/2016. XXXX/XXXX/16 I call XXXX XXXX Dispute department spoke to XXXX and she said according to the investigator no solution yet and that my case did not qualify for the provisional credit and that it will take 90 days. I ask why have I not received any update or why can I speak to the investigator cause according to Chase the problem was found and money was back to XXXX XXXX on XXXX/XXXX/16.