Chase ATM ate my $3,100. The bank and customer service line are closed as it’s weekend. What should I do?
I just deposited $3,100 cash to a Chase ATM. Then the machine broke down and showed this message: “To be sure your deposit went through, please call us at 1-800-935-9935. We'll print this number on your receipt.”
I checked my Chase app and confirmed the deposit did not go through. A receipt was printed, but it does not show the amount of the deposit; the receipt only shows the same message to call the number.
I called the number, but they don’t answer as it’s Saturday. Of course, the bank is closed too. That’s why I used an ATM.
I went to a police office, and they said they can’t help me as it’s a civil matter.
I looked up this subreddit and found some people who experienced the same issue, but looks like it did not end up well.
Anybody experienced this and got their money back? How did you solve it?
Update for people who might experience this in the future:
This happened on Saturday around 5:15pm(PT). As soon as the ATM broke down, I immediately called the number 1-800-935-9935, and pressed 0 to talk to a representative, but it said “call again during office hours” and automatically hung up. I called the same number a few more times, but the result was the same. I’m not sure what’s up with these trolls arguing 1-800-935-9935 is a 24/7 service and even downvoting and insulting me for merely stating what I experienced. It isn’t. I was desperate and called the number multiple times after 5pm on a Saturday, and no human answered. I know that Chase credit card customer service is 24/7 as I called them after 5pm on multiple occasions, but this 1-800-935-9935 number isn’t 24/7. Period.
Someone on comments told me to call the Chase claim department whose number is 1-866-564-2262. I confirmed on Chase website that the number is correct and called them around 6:30pm(PT) on Saturday. It said it’s not their office hours and they open again on Sunday at 7am(ET). So on Sunday morning, I called them again and they answered. I filed a claim through them. They said they will give me a temporary credit for the lost $3,100 in 1-2 business days and conduct an investigation.
I went back to the Chase branch on Monday morning. The broken ATM was working again. I told the staff what happened, but they were not willing to help at all. They said “What? The ATM was working fine on Friday.” I said “But this happened on Saturday.” They said “Well, it’s working now and no customer complained so far.” I asked “So the ATM fixed itself?” They said “I don’t know, it’s working. Just call the customer service.” When I looked up similar cases on this sub, I read that two bankers can open the ATM. I asked the staff if they can open the ATM to find my money, but they said they can’t. All they told me was to call the customer service. Also they said this happens fairly often and talked as if it’s not a big deal. Now that I was at the bank with the tellers, I asked them to deposit the rest of my money. They said the tellers don’t deposit cash at this branch, and I should deposit only through an ATM. I was like I’m not gonna put my cash in their ATM again after this happened. They said “Then go to another branch.” So yes, in some Chase branches, apparently the tellers refuse to deposit cash for you and force you to use an ATM to do that.
On Tuesday, so two business days after I filed the claim, Chase credited me $3,100. It’s pending and not posted yet.
I went to the police because in the similar cases I read on this sub, some people were telling the OP to file a police report to get the bank to check the security camera. Apparently the police won’t help, but also the Chase staff weren’t willing to check the camera footage for me when I asked them.
Chase ATM says you can insert up to 150 bills at once. I put 31 bills, which is only 20% of what the ATM should be capable of. If the ATM cannot even deal with 31 bills at once, it should not claim to be capable of reading 150 bills at once. If that’s a lie, that’s the bank’s fault.
I read many people saying on this sub that Chase credited them the lost money, then took some amount back some weeks later. Even in the comments of this thread, some people are saying the same thing. So I don’t know yet how this will end. What did you do when they took the money back?
Conclusion:
Do not deposit large amounts of cash through an ATM.
If this happens to you, call 1-866-564-2262 to file a claim. Then just sit and wait.
I’ve read that some people got spam calls from the same number. The number is correct, but it is easy to fake a caller ID. Banks will not ask for your full credit card number and personal information. I know Chase asks me to say my full name and mailing address for verification when I call them. But they will not call me and ask what my name, address, and credit card number are.