• Report: #118207
Complaint Review:


  • Submitted: Tue, November 16, 2004
  • Updated: Fri, November 26, 2004

  • Reported By:CHEEKTOWAGA New York
  • Phone: 800-553-8981
  • Web:
  • Category: Banks


*Author of original report: CHARTER ONE THIN AIR ****UPDATE!!!!!!!!!!!!!!!!!!

*UPDATE Employee: You should definately call the BBB

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I accompanied someone to an ATM deposit at Charter One Bank 2040 George Urban Blvd Depew NY 14043 branch # 727. He deposited $120.00 into the ATM. Unfortunately, the ATM did not recognize the transaction (surpise). He proceeded to get out of the vehicle to see if the envelope got stuck somewhere in the machine. He did not locate the envelope. He then stuck another empty envelope in the machine to at least get a receipt. That transaction did go through and he received a receipt.

When he contacted the branch to let them know what happened they told him they would do an investigation. I am not sure what kind of investigation they did but of course, they denied his claim. He then requested them to look inside the machine to look for the envelope. They said they already checked. Then He requested them to order the surviellance disk of the night of his deposit to show them that he did in fact deposit $120.00 and actually counted and put the money in the first envelope right in front of the machine and that the camera must have that on the disk. They told him they will order it and call him back.

After hearing no response two weeks later we both went to the branch on a saturday and I added my name to the account so that I can speak about this and take care of this for him. I requested information on what was being done about this. The woman at the branch told me this has happened before to another customer and they have very old ATM machines! So I then figured something would be done to investigate further.

I went back to the branch Monday and spoke with the first representative that was helping him. She proceeded to tell me they do not view the disks at the branch office and gave me the telephone number to the woman that looked over the surviellance disk and said she only saw him deposit 1 envelope! I was with him when he deposited both envelopes and we were there for at least 15 to 20 minutes trying to find out where the first envelope went inside the machine. We did not leave the ATM site at all.

So there should be absolutely no reason for the ATM surviellance camera not to capture the whole ordeal and prove he did in fact deposit the money. I want to know why the woman said she did not see this evidence and why the investigation is over. I have been trying to contact this womans supervisor for two days straight and no one at this claims office will answer their phone nor return any messages.

I am getting frustrated with all of this. I personally do not care where the money actually went from the point when it left his hands and entered the ATM machine. That is not my responsiblility to investigate who's pocket it went into after it hit that machine! What I do care about is about $700.00 in fees this bank has now charged us from October 1st when the empty envelope posted to his account until now.

I don't think a faulty old ATM machine should still be in use if the bank has witnessed this happening before to another customer. I work at a bank myself and have never seen a more disgracefull bank treat their customers like liars, steal their money and then proceed to charge them for it !!!

I would not recommend this bank to a monkey! Everyone I talk to seems to direct me to someone else and the people who actually viewed the surviellance disk are impossible to get ahold of. I don't care if some minimum wage lazy @^#$% is too lazy to view a tape but there is no way in hell I am letting this go!!!!


This report was posted on Ripoff Report on 11/16/2004 01:43 PM and is a permanent record located here: http://www.ripoffreport.com/reports/charter-one-bank/depewcleveland-new-york-14043/charter-one-bank-and-claims-office-atm-deposit-ripoff-deposited-12000-and-it-disappeared-118207. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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Updates & Rebuttals

#1 Author of original report

CHARTER ONE THIN AIR ****UPDATE!!!!!!!!!!!!!!!!!!

AUTHOR: Teresa - (U.S.A.)

I faxed a letter to the president of the claims office due to an unanswered complaint about our EFT claim.I seem to have mentioned in the letter that I will retain a lawyer if someone did not respond to me and clear this up within 24 hrs.I then received a response back on my voice mail that the president did receive my fax and unfortunately their machine they use to review the surveillace disks was broke!I was also notified that she was not to sure how much the disk would actually show due to the camera/disk having a limited visual.What that means....I have no idea and of course when I tried to call her back I got her voice mail 7 times throughout 2 days.Absolutely amazing!!!! She said she would call me back possibly monday.The best thing about all of this is all of their stalling and excuses are accompanied by the $33.00 every 4 days since October 1st and are just piling on!I put my name on this account so I can handle this since I work at a bank and know a little more about this kind of thing.I would also never have put my name on it and risk going on check systems if I was not in the car with him and seen the whole thing!!!!I am at a loss right now and have no idea what to do because I am sure she will call me back to say the disk did not show anything or just did not record what we did !
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#2 UPDATE Employee

You should definately call the BBB

AUTHOR: Johnny - (U.S.A.)

You should call the BBB, and report this ridiculous scandel. Charter One, a multi-billion dollar bank, is constantly ripping customer's off for their whopping $120.00 McDonald's payroll checks. And here, everyone else on Rip-Off Report.com, is thinking that they became a multi-billion dollar company charging fees!!!

I think you are really on to something here.

Seriously, if there was an EFT claim filed, the tape was not only reviewed, but the ATM balance was checked twice. If the deposit still didn't turn up, I'm positive that Charter One's ATM didn't suck the money up into thin air. If someone took the funds out of the ATM, then that would be on tape as well, and that individual would be fired, and you would be notified with an apology letter.

Also, depositing an empty envelope is considered a type of deposit fraud, so good luck trying to get any fees back because of that. If you have not already filed an EFT claim, then you might want to, instead of calling the branch, as they really can not do anything about it unless you actually make a physical appearance, and sign an EFT claim.
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