Consumer complaint received 2024-08-14 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Banking errors
Company: JPMORGAN CHASE & CO.
State: FL

Complaint narrative:
Chase bank incident Incident date : XX/XX/year> Chase atm location : XXXX XXXX XXXX XXXX, XXXX, FL XXXX Time of the incident : Approximate is XXXXXXXX XXXX XXXX XXXX XXXX Witnesses : Mother in vehicle, and the chase Atm Cameras. 
Filed Police Report : Case # XXXX Police report filed : XX/XX/year> Amount deposited : {$6000.00} Amount atm accounted for : {$4000.00} Amount missing : {$2000.00} Incident : Utilized 2 atms : The first outdoor atm, I walked up to, as someone was inside the sealed indoor atm. I deposited {$6000.00} at the walk up atm, and I noticed that it only accounted for {$4000.00}, so I pressed cancel as it was incorrect, and after ATM returned my cash, I noticed money stack was lighter. It did not provide a receipt as I canceled it. When the indoor atm became available, I ran inside to count the money, because I didnt want to get robbed outdoors, with so much cash on hand. When I proceeded to utilize the atm indoors, and count the money, it was only {$4000.00}. I quickly realized the atm did not return the full {$6000.00}. I proceeded to deposit what I had left of the {$4000.00} into 2 transactions, and called chase at XXXX, which was the phone number provided on the atm. I explained the situation to the Chase Claim department, and they provided a claim number # XXXX. I was informed that they would investigate and get back to me in about 8 business days. 
On XX/XX/year>, I received an email from XXXX : XXXX notifying that they did not find any errors and declined additional assistance. I decided to call the Customer Claim department once again to appeal that decision as I am still {$2000.00} short. They stated they would reopen the claim. I also called the bank manager at the location XXXX XXXX XXXX XXXX, XXXX, FL XXXX, at phone XXXX, and spoke to an employee named XXXX, and she than connected me to the bank manager. She stated she would conduct an audit on the atm and bank transactions. 
On Friday XX/XX/year> I had 2 missed calls from XXXX at XXXX, I called back at XXXX XXXX  and received a message that the office was closed. I left a voice message requesting a call back for an update. On XX/XX/year> I received an email stating they declined the claim as they could not find any errors or extra money. They could not find the deposit. 
Today XX/XX/year>, I received a call from the XXXX claim department from XXXX. At XXXX XXXX, they reiterated their decision from the email date XX/XX/year>. They will not proceed with any adjustments. I explained that I would proceed to file a police report. I called the bank manager and explained my disappointment. I did not receive a copy of any audit. How could {$2000.00} disappear without any account for it? The atm keeps all transactions recorded and an audit could determine extra cash at any atm machine. The bank manager requested that I wait until XX/XX/year> to allow them to complete the full audit. She failed to call nor provide any further updates. 
Please provide proof of audit and the action take on this case as {$2000.00} can not just go missing without detection on Atm machines.

Company response to consumer: Closed with explanation