Consumer complaint received 2026-04-30 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: KY

Complaint narrative:
Official Complaint : ATM Dispensing Failure and Improper Denial of {$1000.00} Claim I. Consumer Information & Incident Details Financial Institution : JPMorgan Chase Bank ATM Location : XXXX XXXX XXXX XXXX, XXXX, KY XXXX Terminal ID : XXXX Date/Time of Incident : XX/XX/year> at XXXX XXXX Amount in Dispute : {$1000.00} Original Claim Number : XXXX XXXX. Statement of Facts On XX/XX/year>, I attempted to withdraw {$1000.00} from the ATM identified above. While the transaction was in progress, I realized that the funds were located in my savings account rather than my checking account. In response, I immediately used my mobile banking application to transfer {$1000.00} from savings to checking while still standing at the ATM. Shortly thereafter, the ATM displayed a Transaction Denied message. At no time did the ATM initiate any audible or visible cash dispensing process, and I did not receive any currency. There were no mechanical sounds ( such as counting or dispensing bills ), no delay consistent with cash handling, and no physical delivery of funds. Immediately following this event, I made two additional withdrawal attempts ( for {$1000.00} and {$800.00} ). Both were declined with a message indicating that I had reached my daily withdrawal limit. This strongly indicates that the system recorded the initial {$1000.00} transaction as completed, despite no cash being dispensed. Receipts for these denied attempts are available. III. Immediate Reporting and Bank Response I contacted Chase customer service that same night to report the issue. I was instructed to call back the following morning, as the claims department was closed at that time. Upon filing my claim, it was later denied. During a subsequent call : A customer service agent acknowledged that the internal system data appeared vague. I requested escalation and spoke with a supervisor. I specifically requested : A physical reconciliation of the ATM cash cassettes Review of the Electronic Journal ( EJ ) logs Review of surveillance footage The supervisor declined these requests, stating that video review would only be conducted in the context of a police investigation and that no further escalation or reconsideration was available. ( I have records of this call. ) IV. Concerns Regarding Investigative Procedures and Regulation E Compliance The denial of my claim raises serious concerns regarding whether a complete and reasonable investigation was conducted, as required under Regulation E. Specifically : No verification of physical cash discrepancies : The bank has not confirmed whether a review was conducted of : ATM purge bins Overage/shortage reports from the cash servicing provider ( e.g., XXXX or XXXX ) No confirmation of XXXX XXXX ( XXXX ) review : The absence of any cash dispensing activity should be reflected in the ATMs electronic transaction logs. No review of surveillance footage : Video evidence would clearly demonstrate that no cash was dispensed or received. Given these omissions, it is unclear how the bank concluded that the transaction was properly completed. V. Requested Resolution I respectfully request that this matter be formally investigated and that JPMorgan Chase Bank be required to : Review the Electronic Journal ( EJ ) logs for Terminal XXXX for XX/XX/year> Verify ATM cash reconciliation records, including : Purge bin contents Overage/shortage reports from the servicing vendor Examine surveillance footage corresponding to the transaction Issue a full reimbursement of {$1000.00}, plus any associated fees VI. XXXX XXXX This incident involves a clear discrepancy between the banks electronic records and the physical reality of the transaction. No funds were dispensed, yet the transaction was treated as completed. I am seeking a fair and thorough investigation consistent with consumer protection standards.

Company response to consumer: Closed with monetary relief