Consumer complaint received 2024-11-11 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Funds not handled or disbursed as instructed
Company: JPMORGAN CHASE & CO.
State: NV

Complaint narrative:
It began XX/XX/year> around XXXX XXXX  XXXX at the Chase ATM XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX NV XXXX United States XXXX I had gone to deposit a large sum of {$4200.00} ( I will input exact tender amount at the end ). I began the transaction by tapping my credit card and input my XXXX code. I clicked on the deposit menu and chose the cash option. The slot for cash opened up and input all my bills at the same time. The machine began make weird buzzing sounds and it sounded like it was counting the money again, again and again. Finally the screen turned black, it rebooted into what seems like a windows screen. The screen began to said Restarting it did this for a while and then booted onto login screen with a user name of XXXX it stayed on that menu again for a few minutes and then it finally into its finally menu that had bold letters saying RIGHT NOW THIS ATM ISNT WORKING. I stayed for a little bit longer hoping the ATM would reboot into its original menu but I had no luck. In the same spot, my brother and I attempted to call the customer care number on the back of the debit card multiple times, but each time we request an operator in the menu selection the automated voice would just say that their offices are not currently open. Considering their a 24/7 line I find this oddly shocking. I knew I would get no where, I had the mentality that the money was secure in there, at least that right? In the morning I would just call and fix this issue. The very next morning XX/XX/year> at XXXX XXXX  I called the customer care number on the back of my debit card and this time I was able to get get in contact with an operator. I spoke to the operator and explained the situation and they put in in contact with their claims department to open up a claim. Again, I explained the situation and she input a claim for my deposited tender amount. She told me it would be resolved in 2-3 days and I that point I thought everything was going to be resolved. Regardless I still made an appointment with my local branch just so they could review all the details of the claim with me. This appointment was scheduled for XX/XX/year>. I waited for the day and went in at my scheduled time which was at XXXX XXXX  PST. My advisor was XXXX XXXX, I sat with her and explained the exact same situation that I explained to the customer care representative, she begin looking into my claim, she got on the line with a customer care representative, she began again explaining all the same details to the customer care representative, the customer care representative saw my claim and began giving her all the details on it. They told her the amount I had reported was {$1200.00} I was very upset. I her that they had to correct it to the correct amount which was {$4200.00}. They closed out the {$1200.00} and opened a new claim this time with the total amount being {$4000.00}, again it was wrong. They closed that claim again and finally filed it correctly with the {$4200.00}. Finally I was at ease, XXXX told I was to be credited the {$4200.00} within 2-3 days and they would do a special order for the ATM to get audited and a very thorough investigation. I was finally at ease, I left happy knowing something was finally going to happen and that this would get resolved. One day later I received a letter explaining they had checked the ATM and that there was nothing. I had not seen this letter until XX/XX/year>. As soon as I saw it, I again called Chase customer care at XXXX XXXX. They put me through with there claims department I explained the situation to the representative and how they had closed my case but I found it kind of ridiculous that their investigation lasted only one day! He told if I would like to speak to his superior, I obviously said yes. I spoke to his superior, again explained the situation, she told that the best she could do for now would be to open up my case again, and they would again do a thorough investigation and it would last roughly around 5 days. I told her yes as I felt I was running out of options at this point. She supposedly opened the case again but when I go into my mobile app to check my claim it says its still closed. I was not too happy about this, I again set up an appointment with my local branch and am seeing them this upcoming XX/XX/year> to hopefully set up an another appointment with the branch manager. I really am running out of options, this is one of my last bets. I am very looking forward to hearing from you all. 

Tender Amounts : XXXX {$100.00} = {$4000.00} XXXX $ XXXX {$100.00} XXXX $ XXXX {$100.00}

Company response to consumer: Closed with non-monetary relief