Consumer complaint received 2023-04-19
Company: JPMORGAN CHASE & CO.
State: LA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
On XX/XX/XXXX at XXXX to XXXX XXXX I deposited funds into a Chase Bank drive up ATM machine on XXXX XXXX in XXXX XXXX. The deposit included {$1000.00} in XXXX dollar bills, XXXX XXXX dollar bill, and a wad of XXXX dollar bills ( either twenty-three or twenty-four of them ), a total deposit amount of either {$1500.00} or {$1500.00}. The ATM took my money and an error appeared on the screen. It said " We're having some trouble. To be sure your deposit went through, please call us at XXXX. We'll print this number on your receipt. A receipt was then issued by the ATM that said the same thing. ( I have a video of this ). I called the number given to me. It was after hours. I then deposited XXXX dollar ( XXXX XXXX  ) to make sure my money wasn't stuck in the deposit feeder waiting for the next person to take. The atm deposited my {$1.00} with no problems. 
The next day I called the phone number again and filed a complaint. The person on the phone took my complaint and said that when the company that services the ATM finds the funds they would credit my account for the correct amount, either {$1500.00} or {$1500.00}. They then issued a temporary credit to my account for {$1500.00}. I waited. 
On XX/XX/XXXX at XXXX XXXX  I called again to check on the status of this. I was told it was still pending and to give it until XXXX. 
When I was at the bank again today, they said it appeared that the credit was in the process of being withdrawn. I called the complaint line again and was told that it had been finalized for {$1500.00}. I asked why it had been finalized at {$1500.00}, they then read me the notes, and told me I had said that I was unsure if the deposit was {$1500.00} or {$1500.00}, they then asked me why their staff member had put the pending credit in for {$1500.00}. I said they needed to tell me that, since it was clearly in their notes that I had said {$1500.00} or {$1500.00}. I know there was only XXXX {$50.00} bill in that deposit, so mathematically, there is no way the deposit could have been {$1500.00}. 
I was then told I had waited to long to address this and nothing could be done. I asked why I hadn't been told that when I had called to follow up on XX/XX/XXXX. They said they did not know. 
I then asked what denominations of money they had pulled out of the ATM. They said they could not share this information with me. 
They then said that I could send them proof of the denominations I had deposited. I asked since it was cash, what they considered an acceptable form of proof. They said they could not provide an example of an acceptable form of proof. 
I told them since I deposit large amounts of cash in their ATMs on a regular basis I wanted to know what their preferred acceptable form of proof was for a cash deposit, so the next time this happens and I can have an acceptable form of proof at hand to show them what my cash deposit was. They didn't have an answer. I demanded an answer and told them I would keep calling back until I received XXXX. 
The man on the phone then said that it appeared that I had only deposited {$1300.00} and when I asked him what the denomination deposited into the ATM had been and again he said he couldn't disclose this information. 
We went around in circles like this for quite some time. At this point, I don't even care about the {$10.00} or {$30.00}. Its the point that they didn't verify what was deposited, and they are refusing to disclose to me the denominations that were found. They the fact that they followed up with the burden of proof was on me to show what cash amounts I had put in the ATM, and when I asked what they considered an acceptable form of proof of a cash deposit to be so I would have one ready for next time and they refused to give me an answer. I want to know what an acceptable form of proof of a cash deposit is to Chase Bank, because the fact that they told me to send one means that there is one, especially when they refuse to release to me the denominations that were found which places the burden of proof on me.

Company response to consumer: Closed with explanation