Consumer complaint received 2025-06-14 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: JPMORGAN CHASE & CO.
State: IN

Complaint narrative:
XXXX XXXX Account number XXXX Subject : Formal Complaint Mishandled ATM Deposit Dispute, Inadequate Resolution Process, and Customer Mistreatment at Chase XXXX XXXX To Whom It May Concern, I am writing to formally document a distressing experience related to an ATM deposit error that occurred on XX/XX/XXXX, at the Chase XXXX XXXX XXXX and the subsequent handling of my dispute by Chase representatives. In addition to the financial discrepancy, I experienced repeated dismissal, lack of resolution, and ultimately, public humiliation during in-person interactions at the branch. I believe this situation warrants urgent review due to both procedural failings and potential violations of federal consumer protection laws. 
Detailed Timeline of Events XX/XX/XXXX ATM Deposit at Chase XXXX On XX/XX/XXXX, I used the left-side ATM at the XXXX Chase XXXX XXXX deposit a total of {$2000.00}, which I entered in two separate insertions : * * * First Insertion * * : {$1800.00} The ATM confirmed this amount on-screen and prompted me to continue. 
* * * Second Insertion * * : {$210.00} * * * Denominations * * : One \ {$100.00} bill, two {$50.00} bills, and two {$5.00} bills. 
* The second deposit consisted of birthday money gifted to my young son, meticulously recorded in a notebook at home. 
After inserting the second batch, the ATM malfunctioned and displayed a message indicating that to confirm whether the deposit had gone through, I should call the phone number printed on the receipt. I have attached the receipt to this complaint. 
Immediate Phone Call from ATM Still standing at the ATM, concerned and anxious, I called the number on the receipt. I explained the situation and gave an estimated deposit amount of {$2200.00}, as I had not yet returned home to verify the exact second deposit. The representative informed me that a temporary credit of up to {$2200.00} would be applied while the claim was investigated. 
I was advised that the final credited amount would be determined once the ATM contents were reconciled, and the investigation was complete. The provisional credit of {$2200.00} was posted shortly after XXXX XXXX. 
XX/XX/XXXX Claim Outcome and Denomination Disclosure I received a letter from Chase stating that only {$1900.00} had been found in the ATM, and that {$290.00} would be debited from the temporary credit. 
Upon receiving this letter, I reviewed my records at home and located the envelope and notebook where I had documented the second deposit ( my son 's birthday gifts ). I then called Chase immediately and provided the exact denominations of the second insertion, which were : * One ( 1 ) {$100.00} bill * Two ( 2 ) {$50.00} bills * Two ( 2 ) {$5.00} bills * * * Totaling {$210.00} * * Despite providing this specific information, the phone representative was dismissive and refused to escalate or amend the claim. Given this outcome, I decided to visit the XXXX XXXX in person for further assistance. 
First Branch Visit XXXX XXXX During my first in-person visit to the XXXX branch, XXXX requested to speak with the branch manager. I explained the situation and attempted to present my case, although I only had an electronic copy of my ID at the time. The manager told me he could not assist further as : 1. The ATM is managed by a third-party vendor.

2. He required a physical ID to proceed.

Frustrated but still hopeful, I left the branch and made another call to Chase customer service. This time, I spoke with a supervisor who listened carefully, acknowledged the situation, and agreed to reopen the claim. 
XX/XX/XXXX Account Debited and Over drafted On XX/XX/XXXX, {$290.00} was deducted from my account, resulting in an overdraft. Deeply frustrated by the lack of resolution, I called Chase again and expressed that I wished to close my account, citing poor service despite my long-standing relationship with the bank. 
Second Branch Visit XX/XX/XXXX The following day, XX/XX/XXXX, I returned to the XXXX branch with my XXXX child. The branch manager took me into his office, but from the beginning he appeared visibly displeased. He told me he would make a call, but ultimately stated the investigation was closed and reiterated that I could seek legal counsel outside of Chase. 
At this point, emotionally overwhelmed and desperate to be heard, I knelt in his office and pleaded with him to listen. Rather than respond with compassion, he left me in that state and began attending to another customer. 
Still seeking help, I approached a tellerwho happened to be a white femaleand explained my situation, asking for her assistance in speaking to the branch manager. She begrudgingly replied, I'm sure they will take care of you. Shortly after, the branch manager returned and made the following statements : I am the branch manager. No one will help you.

Leave or I will call the police.

I continued to plead respectfully, now with my young child standing beside me, I was in tears. I was not confrontational or aggressive. I also noticed a security camera above me during this incident and figured the issue has probably been recorded which was good for reporting.

The manager then told me maybe if I come back another time stating, Maybe then I will be willing to help, but today, you need to get out or Ill call the police.

This experience left me deeply humiliated, emotionally distressed, and traumatizedespecially given that I had not raised my voice, used profanity, or exhibited any threatening behavior.

Its more appalling that all his collages just watched this unfold and did nothing.

Post-Incident Follow-Up After being removed from the branch, I called the Chase claims department again in tears. I was told that the relevant team was unavailable, and I should call back the following Monday. Unable to let the experience go, I found another customer service number online. Although the representative I spoke with could not assist directly, they showed me empathy, which I greatly appreciated after everything I had endured. 
Since the account was overdrawn, I sent in {$190.00} to cover the delta between the {$2200.00} temporary credit and the {$2000.00} that I am sure I put in the atm.

Legal and Regulatory Violations Based on the above, I believe the following legal and regulatory frameworks may have been violated : 1. Electronic Fund Transfer Act ( Regulation E 12 CFR 1005.11 ) * Failure to conduct a timely, good-faith investigation into the reported ATM error.

* Denial of claim despite new, material evidence ( exact denominations provided ).

* Withholding findings and failing to provide requested documentation violates disclosure provisions under Regulation E.

2. Consumer Financial Protection Act ( Dodd-Frank Title X UDAAP Violations ) Chases handling of my claim may constitute Unfair, Deceptive, or Abusive Acts or Practices ( UDAAP ) by failing to give proper weight to my revised deposit details and evidence, causing financial and emotional harm.

3. Equal Credit Opportunity Act ( ECOA ) and Title VI of the Civil Rights Act of 1964 The differential treatment I received in-branch, including threats to call the police while I remained peaceful, raises serious questions about potential discrimination or disparate treatment based on race, gender, or perceived socioeconomic status.

4. Negligent Infliction of Emotional Distress and Public Humiliation The handling of the branch interactionespecially in front of my child, while I was visibly distraught and non-confrontationalmay constitute emotional distress and unprofessional conduct, subject to state tort claims.

Conclusion This incident has deeply affected me. As a long-time Chase customer, I expected my claim to be handled with diligence, fairness, and basic human decency. I did everything right : I called promptly, corrected my estimate, provided full denominations, and followed up multiple times both by phone and in person. 
Instead, I was dismissed, berated, and threatened with law enforcement. I hope this letter will prompt immediate action to address the issue and ensure others are not treated the same way.

Company response to consumer: Closed with explanation