Consumer complaint received 2022-07-11 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: OR

Complaint narrative:
On XX/XX/22 I was in XXXX XXXX and used an ATM in one of the Casinos with the intention of withdrawing {$500.00} using my debit card. These particular ATMs ( run by XXXX ) have multiple options for withdrawing cash, including a cash advance option as well as regular withdrawal options. I inadvertently selected the cash advance option and the machine immediately spit out a ticket with the amount of the cash advance requested ( {$500.00} with a {$24.00} fee for a total of XXXX ) and the ticket said that I would need to collect this from the cashier at the Casino. I went to the cashier and asked about this and was told that this transaction will void out of their system within 24 hours if the money is not collected. I went ahead and did not claim the cash advance and assumed the charge would fall off my checking account within 24 hours. The next morning I noticed it was still there, and I placed a call to Chase to inform them of the situation, they said it was still pending at that time and that I shouldn't worry for now. 

I got home from my trip and checked my bank account and noticed that the charge changed from pending to posted. At this point I placed another phone call to Chase, again explaining the situation, and they said they would go ahead and open a dispute. On XX/XX/XXXX I recieved a message from chase 's dispute team that said " We found the transaction ( s ) was processed according to the information you provided or was authorized. ", they denied the claim. I called them immediately to find out what happened, they couldn't give me any information regarding what actual " research '' they did. The rep over the phone went ahead and reopened the dispute, and a few days later on XX/XX/XXXX it was again denied. 

I went ahead and placed a phone call to XXXX, the ATM manufacturer, and after giving them my debit card number they were immediately able to find the transaction in question, and confirmed with me that the money was never actually collected, and that the transaction was reversed 24 hours after it was initiated. I called Chase back and explained this new information that I had obtained and they agreed to open a new dispute, on XX/XX/XXXX that claim was denied. I waited on hold for about an hour and a half to speak with a supervisor regarding this situation, and when I finally got connected I spoke to a lady that was extremely rude and dismissive, who told me it was my job to call the ATM manufacturer and that I should get my money back from them, and that Chase is not responsible. Granted yes, I was a little frustrated over the phone, but the way I was treated by that supervisor was incredibly unprofessional, unhelpful, and to top it all off she hung up on me after she got tired of me trying to explain the situation to her. 

I called XXXX back and asked if Chase disputes had contacted them directly to inquire about this transaction, to which they said no. How is it that Chase can claim they " researched '' anything when they didn't even bother to make a simple phone call to XXXX to find out more information about said transaction? Doing so would have easily revealed to Chase that the transaction was indeed reversed by XXXX. The XXXX rep I spoke to over the phone suggested that I contact the XXXX Disputes team so that I could obtain the proof of transaction reversal to submit to Chase. The rep even mentioned how odd it was that Chase had not credited back my account yet. I received an Email with the attached proof of reversal on XX/XX/XXXX, and immediately went into my local Chase branch so they could help me fax this document. The teller at my local Chase branch wrote down the two claim numbers associated with the disputed transaction and faxed it off. 

I made several phone calls to Chase  regarding the status of the review of this document between XX/XX/XXXX and today, XX/XX/XXXX, and each time I called the person I spoke with would tell me that it takes a few days to review received documents and that I should check back in a couple days. One rep even told me that they could see that the document was received but that it had not been verified yet. Again today I called to find out the status as I had not heard anything from Chase. Much to my frustration the rep told me the document was never received and instructed me to again fax the document. I reluctantly and begrudgingly went into my local chase branch again today and had them re-send the same document that was already sent almost 2 weeks ago.

At this point, I am just so tired and beyond frustrated in waiting for this seemingly simple issue to get resolved. I have banked with Chase for years, have never missed any payments, have never had a reason or need to dispute a transaction of any kind, and I am in complete disbelief and how poorly I have been treated by them the one time I actually have an issue.

Company response to consumer: Closed with explanation