Consumer complaint received 2025-05-17 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Funds not handled or disbursed as instructed
Company: JPMORGAN CHASE & CO.
State: CA

Complaint narrative:
Hello so I went into my local chase branch located at XXXX XXXX XXXX XXXX XXXX, XXXX, CA XXXX on XX/XX/XXXX and made a {$920.00} deposit into my checking account. I did deposit a lot of change like dollar bills, fives, twenties, a couple fifties and the rest in XXXX dollar bills which I've done before but this time I think there was a problem with XXXX of the bills getting stuck because the ATM I was usuing started making a very loud noise and it took much longer than usual to process the bills. Unfortunately this caused the ATM to give me a transaction error, then printed out a receipt which I have proof of and told me to make sure my deposit did go through which it did not and my money didn't come back out to me! Also this completely made the ATM machine unusable so I thought for sure they would see my money was stuck in there. I called the number it said to for help since the associates there said there was nothing they could do to help me. I called this number while inside the chase and told them everything that happened and they said they would issue me the money as missing credit that I received on XX/XX/XXXX and from then on I thought everything was resolved but then a month later on XX/XX/XXXX they reversed the credit. I called the support line again and they said I had no proof of depositing the money into the ATM even though I did and had already submitted all the proof they asked for so I told them something isn't right please submit another claim for me my money is in that ATM and if they could check the transaction logs or whoever worked at that bank and fixed that ATM had to of reported it on the logs that it was over in money however they told me they couldn't make a new claim for me only reopen my original claim so I never received my credit again. Months passed it was now XX/XX/XXXX, and they finally reached out to me again and told me there was no reports on this ATM being over in money and that they can't locate what happened to my deposit, so I'm very desperate at this point and I just go into my chase branch and speak to their manager XXXX, she told me she had only been back in office for one month because she was on pregnancy leave and that she would help me try to get my money back so she called everyone I had already contacted and said she wanted to escalate my claim AGAIN and she spoke with the manager of claims department and asked them to look into again for me, so for the 3rd time I was told they would reach out to me again and they eventually did on XX/XX/XXXX. I spoke with the head of the claims department and he said nothing was found again so this time I said I wanted to report this as theft because now I was suspicious that whoever went to fix that ATM or did the logging stole the money and just didn't report it because how else could they not find it? So they told me I have to call the branch this happened at so I finally able to get ahold of XXXX again on XX/XX/XXXX and told her I believe this was employee negligence or theft so I want to report this so she said she will submit this to the executive 's office and it's going to take time and they will have to do a full investigation, MANY months passed and no one ever reached back out to me so I contacted XXXX on XX/XX/XXXX to get an update then she gave me the number of the person working on my case which I believe now this was the wrong department it should've been reported to the fraud department because this guy ( couldn't understand the name heavy accent ) told me the same thing they all said that nothing was found, I don't even believe they ever looked into this situation even then I pleaded with them my proof that I had a coworker who was with me that day and watched me deposit this money and the error receipt telling me to make sure this deposit went through and they could clearly see into my checking account that the money never did. I know much time has passed since then but this whole situation was taking a huge toll on my mental health and I all I could do when I thought of it was cry out of frustration, I finally found this site that could possibly help me or help others in this situation so it never happens again and maybe I can actually get better resolve for this. I really appreciate your time!

Company response to consumer: Closed with monetary relief