Consumer complaint received 2024-07-22
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: JPMORGAN CHASE & CO. (CA)

On XX/XX/XXXX, I made a cash deposit {$2000.00} ( All in { {$100.00} } bills, newer bills ) at Chase ATM located on XXXX XXXX XXXX XXXX, XXXX XXXXXXXX XXXX. The ATM is inside of the branch. After depositing {$2000.00} cash, I heard that the ATM was running and making very loud noises for a long time ( like loading or counting the bills ), it is unusual. I can tell that something went wrong. Then it stopped, ate the {$2000.00} cash and spit out a receipt without the deposit figure. It is showing : XX/XX/XXXX XXXX XXXX XXXX  XXXXXXXX XXXX XXXX  XXXX, Application : XXXX XXXX, Term XXXX XXXX XXXXXXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX. To be sure your deposit went through, please call us at XXXX, XXXX I asked the customer service employee behind me to report the problem, he told me that it happens sometimes and do not panic. He said the bank has to wait for the other people in a few days to open the ATM and check money for investigation. Then I asked the female banker to call the above number on my behalf, and she may also called another number ( XXXX ) XXXX and talked to the claim department about the incident. The person on the line took all information in details based upon the receipt and confirmed with her, then opened the first claim. Chase banker wrote down XXXX XXXX XXXXXXXX on my receipt and said that the deposit will credit to my account ( provisional ) within 48 hours. 
In the afternoon ( XX/XX/XXXX ), I did not hear anything from them and Chase online banking app did not update my account either. I called ( XXXX ) XXXX around XXXX. The person in claim department told me the claim/case was closed and double checked with me regarding the information on their record. He said the incident date is incorrect and opened a new claim for me, but did not give me the new claim number. I walked in on XX/XX/XXXX. The branch manager could not meet me, the female bank listened to my incident and opened a new case/claim with escalation group. On XX/XX/XXXX, Chase credited {$2000.00} to my account, but reversed {$1000.00} on XX/XX/XXXX. I went to Chase at XXXX on XX/XX/XXXX again, the same banker thought that the incorrect information in the first place might made an impact on missing funds. She requested escalation group to do investigation one more time and told me that the group will call me. He did call me and said that the group will call me within 5 working days. On XX/XX/XXXX XXXX told me on the phone that claim # XXXX ( case # XXXX ) has been denied, can not find the funds. He could not provide me any further information ( or report in writing ). Instead, I need to contact claim department for assistance. On XX/XX/XXXX around XXXX, I went back to Chase XXXX asking branch manager, XXXX XXXX for help. He was not available. The same female banker who already knew the missing deposit incident helped me request another escalation investigation and said that I will have response in 2 days. I did not hear from them, I went in at XXXX on XX/XX/XXXX. Finally, I met the branch manager. He mentioned that he can not help too much but calling Chase claim department to do escalation investigation. He did make a phone call though and said that the escalation group will call me in a few days. I really appreciated him. I requested if the branch can do camera footage tracking. He said I need a police report to Chase headquarter for further assistance. So, I went to police station in XXXX XXXX at noon time on XX/XX/XXXX ( XXXX  ), XXXX XXXX told me that police station does not do the report and I should call Chase headquarter directly at ( XXXX ) XXXX. I went back last Friday, the branch manager was not unavailable to see me. Nothing new happened. It is XX/XX/XXXX today, no one called me yet. Like I said so much earlier, I already tried this number so many times. In fact, it is Chase ATM issue, not customers mistake. As a customer, I just want my {$1000.00} back to avoid financial hardship. Chase headquarter, please solve my big problem.