Consumer complaint received 2018-06-15 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem using a debit or ATM card
Company: JPMORGAN CHASE & CO.
State: FL

Complaint narrative:
XX/XX/2018 Consumer Financial Protection Bureau XXXX XXXX XXXX XXXX, XXXX XXXX Ref. : New Chase ATMs In brief, new Chase ATMs keep customers monies if cards are not immediately retrieved. They dont even issue a receipt. Funds are taken out of the customers accounts immediately, but not refunded to customers when not dispensed. To obtain refunds, customers have to initiate a claim process with bank issuing their cards that may take 50 business days. If a customer is unable to initiate claim process, Chase keeps the funds. Also, Chase still charges customers a {$3.00} fee for the use of the ATM! More specifically, on XX/XX/2018, at XXXX XXXX, I went to my Chase branch at XXXX XXXX XXXX XXXX, XXXX XXXX, XXXX, to do some banking. As I entered the branch, I decide to start with an ATM withdrawal of {$750.00} with a debit card I have from another bank ( XXXX XXXX ). The ATM I used there is a new tablet inspired e-ATM. After entering my card code, the screen showed the transaction had been approved and I heard the machine preparing the bills for dispensing. As I looked down at the slot to retrieve my cash, to my surprise the cash slot did not open. As I saw the branch manager standing nearby, I immediately told him what was happening. He promptly came to the ATM and explained the cash is kept inside the machine if the card is not retrieved right away, and he pointed to the card to be removed. He also suggested I wait a couple of days to see if the bank system would transfer the funds back to my account at the XXXX XXXX.

More than two days went by, and my money has not been refunded to my account. I contacted Chase Customer Service and the branch, and I was told that according to the banks policies, I have to start a claim with XXXX XXXX so they can request Chase to send them the funds. I contacted the XXXX XXXX and they informed me the whole process of preparing their request to Chase and waiting for Chase to process is expected to take 50 business days.

Under the current policies, the new Chase ATMs 1 ) take monies from someones account and keep the cash if the card is not retrieved right away, 2 ) do not immediately return the funds that were not dispensed, 3 ) allow Chase to hold on to the customer funds for a long period of time, or 4 ) allow the bank not to refund the cash if the customer is unable to go through the claim process ( due to disability or cognitive deficit ), 5 ) leave the customer without those own funds over a period that may be extremely important to the customer, 6 ) still charge a bank fee for not dispensing the funds, and 7 ) do not even provide the customer with any receipt when the customer really needs a record confirming that funds were not dispensed. It appears to me these Chase policies can create misappropriation of funds by the bank. Actually, if an individually would set up a scheme like this, it would probably be considered fraud.

Please, look into these Chase procedures to ensure that Chase 1 ) returns the {$750.00} to my XXXX account expeditiously ; 2 ) after retrieving funds from a customers account Chase does indeed dispense the funds received ; and 3 ) if a special situation develops that Chase can not dispense the funds to a customer, such funds are automatically and timely refunded to the account where Chase received the funds from.

Regards, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXX XXXX Chase accounts ending in XXXX  and XXXX.

XXXX account ending in XXXX   with card ending in XXXX.

Cc : - XXXX Office of the Attorney General, Consumer Protection Division, XXXX XXXX XXXX, XXXX, XXXX XXXX - Chase Bank, Attn. XXXX XXXX XXXX, XXXX XXXX XXXX XXXX, XXXX XXXX XXXX, XXXX XXXX, XXXX XXXX

Company response to consumer: Closed with explanation