Consumer complaint received 2026-06-11 00:00:00
Product: Checking or savings account — Other banking product or service
Issue: Problem caused by your funds being low — Non-sufficient funds and associated fees
Company: JPMORGAN CHASE & CO.
State: NY

Complaint narrative:
Subject : ATM Cash Withdrawal Dispute, Deficient Investigation, and Incorrect Customer Information Chase Claim # XXXX I am submitting this complaint regarding Chase 's handling of my ATM withdrawal dispute involving {$800.00} and Claim Number XXXX. On or about XX/XX/year>, I attempted to withdraw {$800.00} from a Chase ATM using my Chase debit card. The ATM failed to provide me access to the cash, yet my account was debited for the full amount. I immediately reported the issue to Chase and opened a claim. Chase subsequently denied my claim, stating only that the transaction was processed according to the information provided or was authorized. Whether I initiated the transaction is not in dispute. The issue is that I never received the {$800.00}. Since receiving the denial, I have made multiple attempts to understand the basis for Chase 's decision. I visited a Chase branch and spoke with the branch manager, who was unable to provide the ATM records or documentation supporting the denial. I also contacted Chase Claims and was informed that Claims does not maintain or provide ATM backup documentation and that such records would be available through the branch. However, the branch manager advised that the branch does not have access to those records. As a result, I have been repeatedly directed between departments without receiving any meaningful explanation or supporting documentation. On my most recent call with Chase Claims, I requested the records used in the investigation. Chase advised that documents would be mailed to me within XXXX business days. To date, I have not been provided with the ATM transaction logs, ATM balancing records, cash retract records, ATM exception reports, investigation notes, or any evidence demonstrating that I actually received the {$800.00}. Additionally, while reviewing Chase 's denial letter, I discovered that the address listed on the correspondence is not my address. The denial letter was addressed to an address in XXXX, New Jersey. My correct address is XXXX XXXX XXXX, XXXX, New York. I have no connection to the New Jersey address and do not know who resides there. This raises serious concerns regarding the accuracy of Chase 's records and whether my claim was properly investigated using the correct customer information. I am requesting that Chase : Provide all records and documentation used in the investigation of Claim Number XXXX. Provide the ATM transaction journal and transaction logs related to the withdrawal. Provide any cash retract records associated with the transaction. Provide ATM balancing, reconciliation, and exception reports reviewed during the investigation. Explain the basis for concluding that I received the {$800.00}. Explain why a denial letter regarding my claim contains an address that does not belong to me. Confirm that the investigation was conducted using the correct customer information and account records. Reimburse the disputed {$800.00} if Chase can not demonstrate through its records that the funds were successfully received by me. I am seeking a full review of this matter, a complete explanation of Chase 's findings, and correction of any inaccurate information contained in Chase 's records.

Company response to consumer: Closed with monetary relief