Consumer complaint received 2024-11-20 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: IL

Complaint narrative:
On XX/XX/year> I went to the JP Morgan Chase Bank at XXXX XXXX XXXX XXXX il. I was using the drive through because I wanted to deposit some money into my checking account through the ATM machine. This was probably between about XXXX and XXXX. The bank was open at the time. While waiting in line the male beeped his horn, he was in the line next to me, and told me that the atm has been getting cards stuck in them and I should tap my card instead of inserting it and that he was just trying to be helpful. I continued to wait my turn in the drive through and when I was able to pull up the young man had pulled off to the side in the drive thru line and approached me at the atm. I was so afraid because I thought that he was going to rob me. As I mentioned I had {$400.00} cash in my hand that I wanted to deposit. He told me to tap my card so it didn't get stuck in which I did because I was so afraid he was going to pull out a XXXX XXXX XXXX XXXX XXXX XXXX XXXX. He then looked away as I put my pin in and then quickly turned around and touched the machine with something he had in his hand. Never did the secret pop up which asks if you want to deposit or withdraw. I saw a small think pop up in the right lower part of the atm and also the machine said this atm is not giving out recites at this time. The male then said maybe you should use the other machine and pointer to the other side. XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX I hurried up and Called the bank to let them know and see if he stole money from my account. After talking to 2 different people on the phone and finally one told me there was a withdraw of {$980.00} that just happened. I hung up with them and drove around and parked and went in the bank. XXXX XXXX XXXX XXXX XXXX XXXX XXXX. The woman in the bank approached me and asked me what was wrong and when I told her she said let 's call the police. The police came and I Filed a Police report and told the officer what happened. The bank Manager XXXX XXXX was also told about what had happened. She had me go in her office and call the claims Department to make a claim. The officer told me it would be turned over to an investigator and I would be hearing from them. When I called the claims department the male on the phone told me that they wouldn't cover it because no one actually stole my card from me but yet he proceeded to tell me thats they would return the money into my account until it was looked into. They never put the money back in and a few days later I received a letter telling me that I was denied.I called them up spoke with a female and she said I could appeal it. She also told me I should send in my Police report with it. I got my police report, brought it to the XXXX branch where it happened and XXXX the branch manager faxed it to them for me. She told me to call in a few days to make sure they got it. On XX/XX/year> I called the customer service line for chase and the female told me that yes they did receive my police report and to give it some time and so I did. On XX/XX/year> I called the bank to see what the answer was and they told me I was denied again. I asked to speak with a supervisor. XXXX XXXX came on the phone who was the account supervisor. He told me that basically a police report isn't proof of anything. Also he told me that they never received the report. I told him that when I called last time the female told me that they did. He said " NOPE '' its not there. He also told me that they will not open my claim back up. I asked him what else I could do and he told me to try going online and I could track the claim. When I tried doing that there was no claim present for me to look at. Maybe because they denied it?? not sure but I called XXXX at the bank and she told me to call there again and see what they say. This time I called I asked to speak with a supervisor of claims dept. They put someone on the phone by the name of XXXX who when I old him why I was calling he said " They should have told you up front there is no way they will give you your money back. '' He proceeded to give me all kinds of scenarios and made me feel like I was lying and trying to get some money off them. I was so upset and the way he spoke to me was unbelievable. I told him that he didn't have very good customer service skills and he said " I don't work in customer service I Am a claims specialist ''. I told him he was very rude. I was almost in tears and could not even speak. I have been a chase bank customer for many years I was indeed speechless. I hung up on him and called XXXX. she told me she was going to file a complaint in my behalf and someone would be calling me. A Man by the name of XXXX called me back about a week later and he told me he would see what he could do. He didn't really ask me why I was so upset, kind of rushed me off the phone and said he would get back to me. He did get back to me and said they still are denying me my money back. I am so upset that my bank has denied me of my money that was stolen out of my account. No one should have approached me at the atm machine, I feared for my life. You hear so much of people being shot beat up etc that I was beside myself. XXXX XXXX XXXX XXXX and I work hard for my money. That is a lot of money to have lost. There were people at the drive through while this was happening. There has also been so much on the news about chase bank and things happening similar. Presently my investigator at the XXXX police station is waiting for the video from Chase of this incident. They had to request it by Subpoena in which the officer said it could take 1 to 2 months. As I mentioned before I have been a customer of chase bank for many years but now am not sure if I can trust them with my money and accounts.

Company response to consumer: Closed with monetary relief