Consumer complaint received 2026-03-04 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: NY

Complaint narrative:
On XX/XX/year>, around XXXXXXXX XXXX, I used the Chase mobile app to initiate a {$1000.00} " Cash Ready '' ATM withdrawal to obtain newer {$100.00} bills for XXXX Lunar New Year. At approximately XXXX AM on XX/XX/year>, I successfully deposited {$800.00} ( in old {$100.00} bills ) at the Chase ATM at XXXX XXXX XXXXXXXX XXXX XXXX. One {$100.00} bill was repeatedly rejected. I then went to the Chase branch at XXXX XXXX XXXX, XXXX, NY ( lobby access allowed by security guard ). Between XXXXXXXX XXXX and XXXXXXXX XXXX, at three separate ATM kiosks in the lobby, I attempted to deposit the rejected {$100.00} bill. Each time, the ATM displayed " can not dispense cash at this time '' followed by a prompt " withdraw the {$1000.00} now? '' I declined the withdrawal prompt explicitly each time, as no cash had been dispensed and I did not intend to complete the transaction. No cash was ever dispensed to me. I received no receipt, email, text, or final app confirmation of any withdrawal. The Chase app showed the {$1000.00} as pending. Later on XX/XX/XXXX ( XXXX PM ), withdrawal attempts at the same XXXX XXXX XXXX ATM were rejected due to daily limits, producing two physical receipts ( timed XXXXXXXX XXXX and XXXXXXXX XXXX ). I called Chase customer service XXXXXXXX XXXX on XX/XX/XXXX, explained it was an ATM malfunction ( not fraud ), but they deactivated my debit card and opened Claims case # XXXX, denied in <3 days. Branch staff at XXXX XXXX XXXX ( XXXX XXXX XXXXXXXX and XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX the lobby ATMs were malfunctioning/erratic that early morning of XX/XX/XXXX, causing issues and lines. They escalated twice : XXXX case # XXXX opened XX/XX/XXXX ( denied per letter dated XX/XX/XXXX ), reopened XX/XX/XXXX, then denied again per XX/XX/XXXX phone call from XXXX ( rep XXXX ) XXXX This is a clear Regulation E error ( incorrect electronic fund transfer / incorrect amount received from ATM under 12 CFR 1005.11 ( a ) ). Chase failed to conduct a proper investigation, including review of XXXX XXXX XXXX XXXX XXXX at both branches XXXX AM XX/XX/XXXX ) and XXXX security guard presence, which would confirm no cash dispensed and no withdrawal completed. I only deposited {$800.00} successfully ; the {$1000.00} debit is erroneous. Chase has not complied with Regulation E error-resolution timelines or requirements ( prompt investigation, review of evidence, correction if error found ). Requested resolution : Immediate reversal/credit of the full {$1000.00} erroneous debit ( plus any overdraft/related fees ), and require Chase to review ATM video footage to confirm facts. Supporting documents attached : Chase app screenshots of {$1000.00} pending/posted transaction Photos of XX/XX/XXXX ATM rejection receipts ( XXXXXXXX XXXX & XXXXXXXX XXXX ) Copies of Chase denial XXXX ( Claims # XXXX ; XXXX # XXXX ) Account affected : Chase Checking ending * XXXX Transaction date : XX/XX/year> Amount : {$1000.00}

Company response to consumer: Closed with explanation