Consumer complaint received 2025-02-14 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: JPMORGAN CHASE & CO.

Complaint narrative:
I previously filed a complaint regarding an ATM deposit issue ( Complaint ID : XXXX ), but I am submitting this revised complaint as it provides more detailed and clear information about Chase Banks mishandling of my case. 

On XX/XX/year>, I attempted to deposit {$9000.00} in {$100.00} bills at a Chase Bank ATM. However, the ATM malfunctioned and failed to process my deposit, effectively taking my cash without crediting my account. 

After immediately contacting Chase customer service and filing a claim, Chase credited my account with the full {$9000.00} the next day, acknowledging that the deposit was made. However, without any notice or communication, Chase debited {$860.00} from my account about a month after the credit. I was never informed of this deduction and only discovered the missing funds while checking my account online. 

When I first disputed this deduction, Chase assured me that if my claim was denied, I would receive a letter explaining their decision and outlining additional steps I could take. They stated that this process would take approximately five business days.

1. After a week, I called Chase for an update and was told my case was still under review. They asked me to wait another week.

2. When I called again, I was informed that my case had already been denied and closedwithout any notification.

3. I never received the promised letter, nor any instructions on how to escalate my case. 

Chase only claims that during an internal investigation, they found only {$8100.00} in the ATM. However, my wife and I counted and verified the deposit multiple times before inserting it into the machine and know with certainty that I deposited the full {$9000.00}. Chase has refused to provide any legitimate proof to justify this discrepancy. 

Violations & Serious Concerns : 1. ATM XXXX XXXX XXXX XXXX XXXX XXXX ATM failed to process my deposit properly, yet Chase refuses to take full responsibility. 
2. Unauthorized Debit Without Notice Chase deducted {$860.00} from my account without any prior notice, email, statement, or communication. This is an unacceptable banking practice. 
3. Failure to Provide Promised Communication Chase assured me they would send a written notice if my dispute was denied, but they never did. Their failure to communicate denied me the opportunity to pursue additional recovery steps. 
4. Lack of Transparency & Accountability Despite my request, Chase has refused to provide ATM transaction logs, surveillance footage, or a detailed reconciliation report explaining their findings.

5. Failure to Conduct a Proper Investigation Chases claim that the ATM contained only {$8100.00} is baseless without evidence. Their refusal to disclose investigative details raises serious concerns about their dispute resolution process. 
6. Unfair Financial Harm to Consumers This issue has caused significant financial distress, and Chases lack of transparency suggests potential negligence in handling customer deposits.

Steps Taken to Resolve the Issue : 1. Filed a dispute with Chase customer service.

2. Requested details of the investigation, including ATM logs, surveillance footage, reconciliation reports.

3. Followed up multiple times, only to find out my case was denied and closed without proper notification.

4. Escalated the issue within Chase but received no reasonable explanation or resolution.

5. Did not receive the promised written notice, preventing me from taking further action.

I am requesting immediate regulatory intervention to ensure Chase : : 1. Immediately refunds the missing {$860.00} to my account.

2. Provides full transparency on their investigation, including ATM reconciliation logs and, if available, surveillance footage.

3. Reviews their ATM cash-handling and dispute resolution processes to prevent similar issues for other customers.

If Chase can not provide clear, verifiable proof supporting their deduction, they should return my {$860.00} in full. This issue has caused me financial distress, and I believe Chase has mishandled my deposit. Their handling of this matter has been completely unacceptable, and I urge your agency to investigate Chases deposit dispute practices.

Company response to consumer: Closed with monetary relief