Consumer complaint received 2025-05-23 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Banking errors
Company: JPMORGAN CHASE & CO.
State: TX

Complaint narrative:
Saturday XX/XX/2025 at approximately noon I arrived at Chase Bank on XXXX XXXX XXXX tx. My husband had given me partial amount of his check for the month to deposit into our account for our bills. He had counted {$2800.00} but I counted {$2700.00}, I decided I would just put it in the atm and have it verify the correct amount for us since i was in a hurry. While upon depositing the ~ {$2800.00} the machine shut down. ( gave a receipt with a phone number but not a total amount deposited ) I then went to get my daughters out of the car and went inside the branch to see if they could retrieve my funds since our bills were about to hit our account and I didnt want to be charged for insufficient funds or charged more fees by our bill companies for processing late payments. The teller inside the branch explained they wouldnt be able to open the ATM and would have to wait for someone to audit it the following Monday since they were about to close. She called the hotline to assist me in submitting a claim and eventually a credit was issued for the {$2800.00} that same day. I assumed my husbands count was correct and everything was fine since I never heard back from chase about the credit until today XX/XX/2025 a couple days shy of a month later. As I logged into my app I noticed a reversal for the amount of {$1000.00}. When I called Chase the lady explained that upon auditing the machine they decided that the amount I deposited was {$1000.00} short of what I claimed. As I explained that there was no way that was true because I needed that amount of money in my account to cover the bills so I know for sure it was the amount I claimed approximately $ XXXX {$2800.00} ( I just wasnt sure if I was {$100.00} over or under since my husbands debate but I knew it was in the range of our bills that needed to be covered. ) The lady explained I needed to go to the branch and speak to them about the discrepancy. I went to the bank and asked if there was a way I could get them to pull camera footage and redo the audit and review the records and they said they do not do that in-house, their 3rd party, XXXX does XXXX They said I needed to call claims. Claims was on the phone with me and they said the claim was denied and would not further review. As I expressed my complaint and how hard it is to come by {$1000.00} in the current economy, the man said he would ask the supervisor again. I cried and explained I didnt understand how they could just rob me of {$1000.00} and not help me when I put my trust in them to manage my money, not their third party. I needed the supervisor. The supervisor said she checked the error codes for that day and saw that I was there and it did crash but she would have to review and Id here back in 3-5 days to see if maybe I can get my money. I feel this is unfair and they owe me not only money but the decency to actually care about providing documentation to prove that my money was there. I feel like they relied on someone who did not account correctly for the money that was in the machine but that should be at their expense not mine. I trusted Chase bank with my money, not this third party who is obviously stealing from the members of the bank & they have not treated my concern with adequate attention.

Company response to consumer: Closed with monetary relief