Consumer complaint received 2024-01-18 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Banking errors
Company: JPMORGAN CHASE & CO.
State: OH

Complaint narrative:
On XX/XX/year> I went into chase bank XXXX branch on XXXX XXXX XXXX ohio around XXXX. I asked them to transfer funds from my prepaid smione debit card into my personal checking account to pay my property taxes and daughter bday present. The teller had me insert my chase debit card and type in the code then had me insert my XXXX XXXX and type in code. The teller generated the transfer and as it started the chase bank computer system they were working on went down. The teller apologized to me and said to bare w them while the system rebooted. After 20 minutes give or take it came back up. The teller said the transaction hadn't went through and tried to put through the transaction again for XXXX but this time is was declined then asked to put a lesser amount of XXXX and it was declined. I had my XXXX XXXX pulled up throughout the process had been in contact w them that day to ensure the funds were available and it stated they were. I while at the teller window called XXXX where it said my balance was now XXXX. I began to panic XXXX XXXX XXXX XXXX XXXX and said what the heck to moneys were just here before ur computer went down now they are gone it must have went through. I get a XXXX representative who said in fact the funds had been preauthorized on XXXX side and sent. Chase position remained that they have not received them. XXXX said of they sent a letter or email stating it wasn't received they could resend immediately. But chase said it was their policy to provide no written documentation as well as not receipt of the transaction.. they also refused a manager on site or to call one from there phone system. They wanted me to leave without a receipt or letter and drive to a different chase bank 20 minutes away to speak w a manager. I said i was not leaving until i spoke w a manager and had documentation of this transaction..the head teller XXXX reluctantly and rudely addressed me said she would have a manager from the XXXX branch call my cell phone. I had to keep reminding her I was the victim here. His name was XXXX manager at the XXXX branch in XXXX ohio called my phone 30 secidns later. he said they would expedite this and handle it. He said he is in touch w the digital tech team and they Could see it and it was being handled he reassured me and said he would call me back with information to expedite this matter. The chase manager asked if they could provide verbal authorization and smione said no it was against their policy it needed to be written. Both banks are at an impass and neither was willing to budge to resolve the situation. They both said my money would regenerate into my account but couldnt agree on when. This was on a three way merged call of smione recorded line inside the chase independence branch bank on their security videos. Chase said within a day or two and XXXX said that was a lie and that it wouldnt for at minimum of 8 days because they are a prepaid debit card but it has not regenerated. XXXX said after the 8 day hold that chase did infact receive the money so chase had given me false information the funds had transferred into a chase account and it in their account yet my account shows no pending transactions and the bank is refusing to answer my calls or give me any info on how to handle this further. After two weeks i finally got a hold of XXXX the XXXX from XXXX branch that they had call me during this issue at the branch since that independence branch had no manager onsite. He said I had to handle it through escalations and offered no apology for dodging my calls and refusing to communicate w me .. yet after 6 hrs on the phone w chase XXXX number XXXX claims and escalations that escalations dept said they can do nothing to help me. 

I have been given the run around from chase for XXXX weeks with no resolution. Im being advised to go to the police and press charges against my bank from XXXX who opened a dispute. 

I want my funds returned XXXX this policy addressed as I have been treated unethically during the entire process. They told me XXXX was my only resource. To go through them to try to get my funds back.

Company response to consumer: Closed with explanation