Consumer complaint received 2024-06-22 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: JPMORGAN CHASE & CO.
State: CA

Complaint narrative:
Chase bank Claim number : XXXX I deposited {$500.00} in Chase bank XXXX XXXX XXXX XXXX XXXX branch around XXXX XXXX on XX/XX/year>. The transaction did not complete the transaction successfully and returned an error receipt instead. I called Chase bank immediately and they said that their claims department was not operating then and asked me to call during working hours which would start at XXXX PST on XX/XX/year>. I called them at XXXX the next day and gave all the details and they temporarily added {$500.00} in my account. I still went to the Chase bank branch in XXXX XXXX XXXX XXXX XXXX  and gave the details to the bank specialist. She seemed to be writing some notes and assured me that things would be resolved. I showed her the error receipt but she did not even take a photocopy of the receipt and assured me that the case would be resolved. After that I did not receive any communication. 
On XX/XX/XXXX, they reverted the {$500.00} credit. I noticed the reversal on XX/XX/XXXX and called them back. They said that they had closed the case since I had not provided the receipt. They also said that even the comments that the bank specialist at XXXX XXXX made on XXXX XXXX was not reported in their system. They never notified me that I had to provide the receipt before closing the case. 
They asked me to upload the receipt and call back the following week. I called them on the following Friday, XX/XX/XXXX after seeing that the claim was still closed. The claims specialist said that they had not checked my case yet as it was still less than 5 business days and asked me to call back the following week. 
I called them back on XX/XX/XXXX and it was the same story but the lady assured me the investigating officer would certainly call me back in the evening. I asked her until what time the claims department would open and she claims it stays open 24 hours. I waited until XXXX XXXX and then tried contacting the department but got the automated IVR message that it was closed. 
Next day ( XX/XX/year> ), frustrated I went to Chase bank, XXXX XXXX XXXX XXXX branch and she contacted the claims specialist and they said that the case stood closed.

After the claims specialist cut the call, the branch officer told me that there were glaring mistakes that happened in terms of handling of the case. Ideally when I had gone to the branch on XX/XX/year> the bank specialist should have taken a copy of the receipt and called the claims team at that time itself to resolve the case, but neither happened. There was no audit conducted on this claims even after almost a month of the case. They said as per the specialist they had checked both the cheque section and cash section but they did not find my deposited {$500.00}. Even if they had checked the camera around the time of the transaction they would have seen that I had deposited some cash, but they did not bother to check that. The chase specialist called next Monday that the complaint has been escalated but the case is not yet resolved as of XX/XX/year>. 
I feel cheated by Chase. Even after being their customer for 12 years and maintaining this as my salary account with them, I have to deal with this misconduct. The reason I had to urgently transfer the money was because the next day was the deadline for income tax filing and my online transfer from a different account to the Chase account had not yet been processed even though I had transferred the money on the XXXX. It was not even deposited on XXXX XXXX too so I cancelled the transfer on XXXX. The online transfer delay has been another blunder from Chase that happened when they claimed to do instant deposit. I used the chase transfer online banking app and even after 3 days they did not do the transfer when it should have been instant and reflected the next business day.

Company response to consumer: Closed with explanation