Consumer complaint received 2020-03-12 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Banking errors
Company: JPMORGAN CHASE & CO.
State: CA

Complaint narrative:
XX/XX/XXXX @ XXXX on out side atm south of main front doors I made a deposit of {$1900.00} Denominations of 16 # - {$100.00} Bill 's and the remaining smaller Bill 's.

1.atm counted the amount and showed it on my screen {$1900.00} 2. Ask me how I wanted my recipe email, no recipe, print. ( I selected print. ) 3. atm screen showed finalizing transactions.

4. A shuffling noise came from a deposit slot area followed by ATM stating that the ATM is not available for use I can contact customer service or use mobile app banking.

5.No recipe was printed from atm.

erro on screen did not correct it self.

6. Walk to my truck ask my wife to check our bank account online and no deposit was made to our account the computer crash caused something unexpected to happen within the machine itself and the cash got jammed up physically somewhere in the atm.

7. At XXXX called chase bank and Immediately filed a claim they told me I will have a credit in 12 hours. No Credit was issued by following day so at XXXX XXXX presented myself to that branch to speak to XXXX banker at cheese bank and he called End to get further clarification to my situation. 

chase claims department. mentioned they need to send a service technician on Monday to open up the ATM to locate funds in order to give me a credit on Monday I spoke to general manager he called in to check on status I was told I was going to have to wait 10 to 30 days for an answer on the investigation done by the chase back office I would get different responses from different reps ok n every call.

8.On the XX/XX/XXXX Investigation determined that there is no money found that there was no found money in ATM No one is able to explain to me how the investigation was determined what causes ATM to mount function how they came to a conclusion with no money when I tangibly placed money into this ATM. 

Banks should have controls in place to catch a discrepancy in the machines ' expected balance ( based on beginning balance, activities, and ending balance ). They have not treated this situation seriously.

An extra {$1900.00} in the machine after the cash count should jump out immediately at whoever counted it. The fact that it didn't is Questionable.

Per my researchThe audit process would be the beginning count sheet plus deposits less withdrawals per the machine = ending balance. Plus whatever other controls they have in place ( one person counting ending cash while another person runs tape for the expected balance. I ask to have the cctv footage of every single cassette and if all cassette in atm where checked and they refuse to pull tape. or give me a A solid reason how my money just disappeared after ATM deposit. My last conversation with Chase Bank representative on XX/XX/20 Was to file a police report and to have them subpoena the video footage. I have filed a police report with the local sheriff 's department and waiting on a callback.

Company response to consumer: Closed with monetary relief