Consumer complaint received 2024-07-04
Product: Checking or savings account — Checking account
Issue: Managing an account — Banking errors
Company: JPMORGAN CHASE & CO. (CA)

On XX/XX/XXXX I went to the atm to deposit over XXXX dollars in cash to my bank account. I had come to deposit XXXX, but decided due to take out all the remaining cash in my purse to deposit as well and did not count the extra amount as Chase Bank has never caused me any issues and I always get a receipt. The atm was working normally but when it came time to deposit the money into my bank account, the atm broke down and only gave me a receipt saying that there had been an error and to call Chase Claims. The receipt only stated the error message, terminal number, and transaction number. I went inside to speak to a bank teller before calling the claims department immediately while in the parking lot to get it resolved. At first, it went well. The customer service person told me that a technician would come fix the machine, count the money and then credit me what they find. I agreed and trusted. When she asked how much I deposited, I could not recall the exact bills beyond XXXX dollars so I told her to only credit me XXXX and once they recover the rest of the money, they can put it into my account later. She said that would be no problem. After XXXX weeks, I got no update. I drove to the bank and saw that ATM had been fixed so I called the claims department again to ask for an update. They told me they are still investigating which I found odd but agreed to wait. Shortly after, my claim was closed without any other update. And they did not give me the rest of the money, only my XXXX credit. I called again asking what happened to the rest of my money but the claims department said that this was what they found. I told her that this was impossible because XXXX was the minimum deposited and that there was more money in addition to that amount. I also told her some of the petty cash were XXXX dollar bills and so an even XXXX did not make sense. She said that she does not know anything else and I was extremely frustrated as I could not get my money. I begged her to pull up my phone conversation when I started the claim, look at the ATM cameras, anything or reinvestigate. This did not help. Instead, she said she will open another claim for me for the same issue, this time she wanted me to tell her the MAX amount I could have deposited. I told her that I did not deposit more than XXXX, and once they find out how much I actually deposited they can withdraw the amount from my bank account. She said she would take back the XXXX credit from me and give me XXXX instead. I agreed. Afterwards I went to the bank branch again and got my claim escalated with the escalation team. They did not help at all and all they did was say they will talk to claims but gave me no updates and did not try to resolve my issue. After I called again for an update, they closed my claim saying they will take back the XXXX dollars but did not tell me how much money I would get back. When I called, they said I will not get any money back because my receipt information did not match. I told them that there was no receipt for that claim and that it is the same receipt for the first claim in which I was credited XXXX. I told them that this information was also collected on a recorded phone call but they said that is all they know and refused to help me. I asked that if the information was wrong to begin with, why did they try to reward me XXXX if they can not even verify my transaction. They wanted me to give them the receipt again but it has been XXXX  months since this claim started and during that time my wallet and purse had been destroyed with everything in it and so I do not have it anymore. I tried to look in my car hoping it was not in my purse to no success. I told them even though I do not have it, the information collected is recorded on the phone but they said they will not look into it. Now, they want to take away XXXX dollars from me and close my case and I am losing all the money I deposited. I have requested information but no one has complied. I asked to know what they used for the investigation, the up and over for the machine but no one will speak to me and they refuse to let me talk to a supervisor. There is hard evidence out there of my deposit including with cameras but they are refusing to help me.