Consumer complaint received 2024-01-26
Product: Checking or savings account — Other banking product or service
Issue: Managing an account — Deposits and withdrawals
Company: JPMORGAN CHASE & CO. (WI)

On XX/XX/XXXX at XXXX XXXX  CST, I deposited {$7500.00} cash into the Chase ATM in XXXX, WI. I deposited XXXX, {$100.00} notes into the deposit counter and watched the machine close, heard the machine count the bills, and then process. Within about a minute a prompt on the ATM screen read there may have been an error with my deposit and to call XXXX. I immediately called that number while still in-line at the ATM and call was initiated at XXXX XXXX  CST. I received a receipt from that point in which it stated deposit made to my person checking account and it read to be sure your deposit went though, please call us at XXXX. The screen ends and dispense my ATM card. I immediately re-enter my card and the machine states in red, can not deposit cash, can not withdraw cash, can not deposit check. I do a balance inquiry it check if my money went through while still on hold at XXXX CST. There is no cash deposit in my account. At this time there is about XXXX cars behind me. I pull off in front of atm and await to speak with Customer claims. I was extremely shocked and pulled right back in line to double check and see if the money went back in. This time the machine reads no errors and I deposit whats left of my money which is {$1000.00} cash in XXXX at XXXX CST. This deposit was processed and now I know 100 % something is error on the ATM as it literally took all of my previous deposit and lost it. All of which this has occurred in just XXXX minutes and still not yet talking to customer claims. I file a claim with Chase, and they incorrectly file it as deposit lost of {$1700.00}. I have to call the very next morning at XXXX XXXX and tell them they filed the claim incorrectly and they proceed to tell me I need to wait on a reversal for the {$1700.00} claim before they can look into the actual and originally stated claim of {$7500.00}. 

At XXXX I call the local branch to explain the issues at the ATM the night prior and to ask when the ATM is serviced and they told me it was serviced that morning at some point before the bank opened and that the ATM is operated and serviced by a third party company. I call chase claims department XX/XX/XXXX XXXX times to get in touch with a supervisor to explain the situation and provide as much documentation on my money and how can I get it back and to no avail they were unhelpful and not understanding. I called on XX/XX/XXXX, and on XX/XX/XXXX I meet with a branch banker to call chase claims together as I have done research of this happening frequently with chase ATMs eating cash deposits and not crediting customers. We sit for about an hour figuring it out and they are unable to help me get my money back that day, but promise to do investigations and credit my account as soon as possible. I never receive that credit. I call on XX/XX/XXXX to follow up on my claim and there is no new info whatsoever. I explain the situation again and again to multiple supervisors and there is no resolution. I filed a police report on XX/XX/XXXX to attempt to receive XXXX video footage after learning that chase has denied my claim due to the ATM count not displaying a deposit of {$7500.00} or any deposit at all at XXXX XXXX  on XX/XX/XXXX. The police XXXX XXXX speaks with the local branch in which she states they can not retrieve footage as its a third party operator and for myself to reach out directly to chase claims as I have about a dozen times. I upload my receipt to the chase claims department which they did not use for the first investigation and are now barely asking me to do even though I had been clear and let them know I have the receipt as well as even my original withdrawals of the cash a few days prior. On XX/XX/XXXX they deny my claim again due to the fact the ATM cash is accounted for and there is no extra money in the ATM. 

I have evidence of myself making a deposit at XXXX XXXX  XX/XX/XXXX with chase deposit receipt and video surveillance handing the money into the machine and even sitting there calling and attempting to resolve their ATM error, but they have not viewed the video and have not explained how they lost my money. They can not locate the funds thats they took on that day from me. I put my money into that ATM and it did not count it into the ATM balance as I would have had it in my account immediately. The ATM error is ruining my financial stability and has caused extreme XXXX for XXXX full weeks.