Consumer complaint received 2024-12-18 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem using a debit or ATM card
Company: JPMORGAN CHASE & CO.
State: IL

Complaint narrative:
Hello, I have a major problem with Chase bank. I deposited {$300.00} cash in the ATM at XXXX XXXX XXXX XXXX. XXXX, IL XXXX on Thursday XX/XX/year> around XXXX XXXX. It was XXXX one-hundred-dollar bills and XXXX fifty-dollar bills. 

The machine froze and the deposit didnt post to my account nor generate an electronic receipt. I called that night, moments after the machine froze, while still in the bank parking lot and the representative said he could see the machine had JUST went down with an error ( as well as made these notes in my account about this and about our call ) but stated I needed to file a claim with the claims department when they open in the morning. That call was to XXXX at XXXX on Thursday XX/XX/year> for 13 minutes. 

Unfortunately, I needed that {$300.00} in my account right then, or else several, already scheduled payments were not going to go through, which would also cause me many more fees both from the merchants I was scheduled with but also Chase bank as well. Fortunately, though, I was able to borrow another {$300.00} cash from my boyfriend. I then drove to the Chase Bank located at XXXX XXXX XXXX. XXXX XXXX, IL XXXX and made the second deposit at the ATM at XXXX on Friday XX/XX/year>. I was nervous then, thinking it may be risky to be making ANOTHER cash deposit in the same exact amount, but figured given it was an entirely different location and different ATM that our technology and claims department employees would be sure to differentiate from the two .... 

I filed a claim over the phone to XXXX ( claims department ) on Friday XX/XX/year> when they opened. Call began at XXXX for a duration of a 9 minutes. Chase then, gave me the credit for my missing cash deposit. 

I received a letter in the mail on Friday XX/XX/year> stating " They have researched the transaction and found that the transaction was processed according to the information I provided or was authorized. As a result, we are removing {$300.00} from your account on or after XX/XX/year>. '' I then called the phone number at the bottom of the mailed letter I received, that stated any questions about this claim decision call XXXX. Outgoing call to them at XXXX for XXXX minutes on Friday XX/XX/year>. I spoke to XXXX who told me numerous things. He is in the claims department but this number that was listed on the bottom of my letter " is incorrect and he could not help me. '' Said that " the investigation is complete, and they can not reopen it. '' Said " they can not open a new one '' ( in my hopes to get a new set of eyes on this ). Said " there was no superior above him he could transfer me to. '' Said " the decision is done and there's nothing he can do. '' He then told me " To go inside the bank and speak to a teller because he can not do anything. '' I asked if I could be transferred to the investigations department, and he said " No. They do not even have any contact with that department themselves, and there is no phone number or any way that I can get in contact with them myself. '' I set up an appointment through the Chase App to meet with a banker on Saturday XX/XX/year> at XXXX. An emergency arose and I was unable to make that in-person appointment with XXXX XXXX-Private Client Banker. I called him at XXXX on XXXX at XXXX for a duration of 6 minutes. He stated, " that unfortunately the claims department does this all the time- directing customers to the branch when they in fact have no control over what the claims department does. '' He instructed me to try calling the claims department back at a later date to get someone else on the line other than XXXX- someone that would actually try to help resolve my issue. 

They reversed the credit and withdrew {$300.00} from my account on Tuesday XX/XX/year> leaving me with a negative balance. 

I called the claims department at XXXX on Tuesday XX/XX/year> at XXXX for a duration of 32 minutes. I spoke to one person, then when we were going in circles, I asked to please transfer me to a superior. A woman, whose name I can not recall now, said she was a Manager, kept repeating that there was nothing they could do, they will not reopen the claim, they do not look at nor use the cameras around the ATM because that would only prove that I was there when I say I was and not prove how much I deposited. I asked what all they do for this investigation then? She said she can mail me a copy of the report. Confirmed address. We ended the call with her telling me to make a police report. 

As of Wednesday XX/XX/year>, I have not received any other mail from Chase. 

I have ATM pictures from that night including the terminal ID, the frozen error screen and the identifying stickers on the machine. Nine times out of ten I usually hold up my cash Im about to deposit and count it again in front of the camera! There is no way the ATM numbers were not off balance. Somebody certainly made a mistake here. I am so upset, in a very bad financial jam because of this, and they literally stole MY money and are telling me oh well. 

Why cant they get different eyes on this and reopen the investigation? This is absurd and unethical. I am on XXXX and this {$300.00} is now going to cause me and has, so many more fees and penalties and late payments. I have done nothing wrong in this situation whatsoever and have been a customer for at least 11-12 years now and have 3 accounts with them. I am at a loss and need help. 

Please see included letters I received in the mail, call screenshots etc.

Company response to consumer: Closed with monetary relief