Checking or savings account -- Managing an account -- Complaint #5839886

Complaint Overview

Complaint ID: 5839886

Company: Jpmorgan Chase & Co.

Product: Checking or savings account

Sub-Product: Checking account

Issue: Managing an account

Sub-Issue: Problem using a debit or ATM card

State: New York

ZIP Code: 11211

Date Received: 2022-08-03T12:00:00-05:00

Date Sent to Company: 2022-08-03T12:00:00-05:00

Company Response: Closed with explanation

Timely Response: Yes

Consumer Disputed: N/A

Submitted Via: Web

Consumer Narrative

On XX/XX/XXXX I went to the Chase branch located on XXXX XXXX XXXX in XXXX. I deposited {$1100.00} at the XXXX ATM ( there are 2, I used the one on the right. When the transaction was complete, the ATM reported I had deposited {$1000.00}. I checked my surroundings, the floor, the rest on the ATM, and my wallet to confirm I hadnt stashed the {$100.00}. I was unable to locate the money. I immediately went to the teller who said there was nothing she could do and that I should call XXXX to submit a claim. She provided me the ATMs ID, XXXX I initiated the claim when I got home, they deposited {$100.00} in my account while they investigated, and I was told it could take up to 3 months for a resolution. On XXXX XXXX I received an email informing me of a letter that has posted to my account. It was an update to my claim stating they found no discrepancies in their investigation, hence theyd be withdrawing {$100.00} from my account after XXXX XXXX. I called the claims department again to dispute the finds. The advisor who first answered my call stated there was nothing he could do since he had no access to the backend team that actually investigates the claim. He said all I could do was go to the bank and ask the teller for video proof to support my argument. I told him that didnt make sense, why should I have to be inconvenienced again? How wasnt that Chase was unable to obtain that information with me having to go and personally request it from the branch. The advisor became combative and tried to speak over me, then he said he wouldnt be able to assist me if I didnt let him speak. I highlighted that it was him who began speaking while I was still trying to relay my message. Seeing as how there was nothing he could do nor did he seem interested in helping me, I asked to speak to a superior or their customer relations department. After a short wait, I was connected with his supervisor. She never identified herself, but listened to my retelling of the events and placed me on hold to review the notes in my case. She stated that theyd sent a technician, she didnt specify when, and that they didnt find anything wrong with the machine nor did they find a discrepancy in the funds to support my claim hence theyd not credit me the disputed amount. The supervisor said that I should get the receipt or see if the teller could support my claim. I explained that I received an e-receipt but that was for {$1000.00}, not the full deposit of the {$1100.00}, and that a teller had not assisted me so they couldnt speak towards the event. I deposited {$1100.00} because I had to make a payment for {$1100.00} to my XXXX XXXX XXXX. I did not walk to the bank, hence it isnt a possibility that I dropped the money. Id been driven to the front of the bank and I counted the money in the car before stepping out. I deposited {$1100.00} but chase is disputing this.

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This analysis is AI-generated based on publicly available CFPB complaint data. It does not constitute financial or legal advice.

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