Consumer complaint received 2025-04-19 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Banking errors
Company: JPMORGAN CHASE & CO.
State: GA

Complaint narrative:
Chase Claim Reference # : XXXX On XX/XX/year>2025, I deposited {$2400.00} in cash into my XXXX XXXX XXXX account ( ending in XXXX ) at the Chase ATM located at XXXX XXXX XXXX, XXXX, GA XXXX. The ATM rejected {$20.00}, which was returned, and the completed deposit totaled $ XXXXImmediately after, I attempted a personal cash deposit of {$3000.00} into my Chase personal account ( ending in XXXX ). This amount included the returned {$20.00}. During the initial attempt, the ATM rejected the bills and prompted me to re-enter my PIN. On the second attempt, the machine accepted the full amount, made a glitching noise, left the drawer visibly open, and then shut without confirming the deposit. It printed a receipt stating an error occurred and that I should call the number listed.I parked and went inside the Chase branch. The staff informed me they could not assist and gave me the number to contact. I immediately called and provided the error information from the receipt, and a claim was created. On XX/XX/XXXX, Chase provisionally credited {$3000.00} to my personal account while the investigation was ongoing.On XX/XX/XXXX, I received a letter stating the funds were 'not found, ' and the provisional credit would be reversed on XX/XX/XXXX, which overdrew my account. I only became aware of this on XX/XX/XXXX and contacted the claims department immediately for clarification. 
Why Im Disputing the Decision : - I physically witnessed the ATM take the full {$3000.00} during the second attempt.- The machine malfunctioned, made a glitching sound, and printed an error receiptyet still took the money.- I was never told whether the ATM 's error logs , cash cassette counts, or camera footage were reviewed.- Chase has refused to escalate the matter beyond stating that 'no funds were found. '- This was a significant personal deposit, and I believe mechanical failure or internal machine error is responsible, not any action on my part.

Additional Relevant Information : In follow-up conversations with Chase representatives, I spoke with two different supervisors on XX/XX/XXXX and XX/XX/year>2025, and received conflicting information : - The female supervisor I spoke with on XX/XX/XXXX stated that the ATM machine did show it returned a receptacle of {$0.00}, and explained that this is typically an indicator of an error, since the machine would normally list returned denominations if money was rejected.- However, the male supervisor I spoke to on XX/XX/XXXX, named XXXX, contradicted this , saying the machine would not show a returned amount of any sort, and insisted that information could not be provided without a subpoena.When I asked if our call ( XX/XX/XXXX ) was recorded, XXXX confirmed it was XXXX I informed him I was also recording the conversation ( although I was not ), and he stated that Chase does not consent to customer recordings. I then asked how I could access Chases recording of our call, and XXXX responded that I would need a subpoena.This inconsistency in the responses from Chases internal team and the lack of transparency with ATM logs, footage, and audio recordings are deeply concerning and further validate the need for a thorough third-party review by the CFPB.

What Im Requesting : - A full re-audit of the ATM, including : - Internal cash cassette overages/shortages- Any error or jam logs- Security camera footage for the time in question- A written explanation of how the claim was evaluated- Full reimbursement of {$3000.00} to my personal account ( ending in XXXX )

Company response to consumer: Closed with monetary relief