Consumer complaint received 2026-02-09 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: MI

Complaint narrative:
On XX/XX/XXXX at approximately XXXX XXXX, I walked into my Chase branch where I have been a loyal customer for over two decades with multiple personal and business accounts and credit cards. I inserted cash into the in-branch ATM, all {$20.00} bills, a minimum of {$900.00} and no more than {$1900.00}. I disclosed this range immediately and have stated it consistently from day one. The ATM malfunctioned mid-transaction. It retained every bill, did not credit my account, and printed an error receipt confirming the transaction failed. My cash went in. Nothing posted. I immediately I walked to the adjacent teller, reported the malfunction, and deposited my remaining {$2100.00} in cash. That teller transaction is in Chase 's system and corroborates that I was physically in the branch with a large amount of cash at the precise time of the malfunction. I called Chase that same day, provided every detail from the error receipt, and Chase issued a {$1900.00} provisional credit within approximately one hour. Their own system validated my claim. I trusted Chase to reconcile the ATM and resolve this. 
On XX/XX/XXXX, Chase sent a letter stating it had researched my claim and found that " the transaction was processed according to the information you provided or was authorized, '' and announced it would reverse the {$1900.00} credit on or after XX/XX/XXXX. On XX/XX/XXXX, the {$1900.00} was removed from my account. Then on XX/XX/XXXX, Chase sent a second letter with a completely different conclusion : " we confirmed that there was no deposit made to your account. '' These findings are mutually exclusive. One says the transaction occurred and was processed correctly. The other says no transaction ever happened. Neither addresses what actually occurred : an ATM malfunction that retained my cash. Two contradictory conclusions for the same claim is direct evidence that no meaningful investigation took place. 
Chase denied my claim twice and directed me to the branch. On XX/XX/XXXX, I sat down with a branch employee, who committed to helping. I followed up multiple times over the ensuing weeks. Nothing happened. No action. No updates. 
On XX/XX/XXXX, branch manager called me, assured me she would personally help, and promised to follow up the next business day. That follow-up came eleven days later on XX/XX/XXXX with no progress. During that call she asked me for the location of the ATM information I had already submitted in writing five times and numerous times on the phone. 84 days after I reported the malfunction, not one person at Chase had opened the file to read even the basic details of my claim. She promised to copy me on internal correspondence. That never happened. 
Between XX/XX/XXXX and XX/XX/XXXX, I submitted six formal written requests to Chase employees handling my case. Each requested the case owner 's name and direct contact, written confirmation that branch camera footage and ATM logs had been preserved and reviewed, and copies of all documents supporting the denial documents I am entitled to under Regulation E, 12 CFR 1005.11 ( d ) ( 1 ). I have digital tracking data proving every email was opened multiple times by Chase personnel. Zero responses. Six emails. Dated XX/XX/XXXX, XXXX, XXXX, XXXX, and XX/XX/XXXX. Every one read. Not one answered.

I gave Chase every opportunity to do the right thing. I was patient when the first denial made no sense. I was cooperative when they told me to go to the branch. I was respectful to every employee I spoke with. I followed every instruction. I put everything in writing. I followed up when they did not. I did everything a consumer is supposed to do and more. Chase failed me on every level.

Chase violated Regulation E. Under 12 CFR 1005.11 ( c ) ( 1 ), Chase was required to promptly investigate. Three months have passed. Chase has never reviewed the ATM malfunction logs, cash acceptor event data, reconciliation records, or branch camera footage. The XX/XX/XXXX call in which Chase asked for information already provided five times is direct evidence no investigation was ever initiated. The contradictory denial letters confirm no coherent analysis was performed. Under 12 CFR 1005.11 ( d ) ( 1 ), Chase was required to provide a written explanation and make documents available. Neither denial described what evidence was examined. Six formal requests for legally required documentation were ignored.

Every piece of evidence needed to resolve this is in Chase 's exclusive possession. The branch and ATM cameras that recorded me at the machine and then at the teller window. The ATM transaction logs and cash acceptor records. The reconciliation data that would show whether the machine was over by exactly the amount I am missing. The teller deposit record, the provisional credit record, and the complete case file. I can not access any of it. Only Chase can. For three months, Chase has refused to look.

The harm is severe, documented, and ongoing. Chase is holding my money without investigation, disrupting personal and business finances and forcing me to restructure obligations I should never have had to touch. I have spent countless hours over three months reviewing evidence, composing six detailed formal communications that Chase read and ignored, sitting through phone calls where I was transferred, put on hold, and made to retell my story from scratch to people who did nothing, visiting the branch for a meeting that went nowhere, and teaching myself the federal consumer protection regulations that Chase 's compliance department is paid to enforce. Today alone I spent over six hours filing regulatory complaints and contacting my attorney because Chase left me no other path. Every hour spent on this was stolen from my business, my income, my family, and my life. I should not have had to become an expert in Regulation E to get a bank to look at its own ATM.

I am an active therapy patient. My licensed therapist has documented that this ordeal has materially worsened my XXXX  and XXXX, caused persistent sleep disruption, and significantly impaired my ability to function in daily and professional life. Difficulty concentrating. Emotional distress from being repeatedly contradicted by an institution that holds the proof I am telling the truth. A pervasive sense of helplessness from being ignored by a company I trusted for over twenty years. Being told " no deposit was made '' when I was in that branch with cash in my hands, when the machine printed a receipt, when Chase itself credited me {$1900.00} within the hour that does something to a person. Three months of stonewalling, broken promises, ignored communications, and willful refusal to review evidence has caused real, lasting, documented harm to my mental health and quality of life.

The only reason the exact deposit amount is undetermined is because Chase will not reconcile the ATM. The only reason I can not prove what the cameras show is because Chase controls the cameras. The only reason this is unresolved is because Chase has chosen not to resolve it. I am not asking anyone to take my word for it. I am asking Chase to look at evidence it already ha
s. I have never asked for anything I am not owed. I have only asked Chase to do what Regulation E requires : investigate, explain, and produce documents. Chase has done none of these things.

I have documentation for every fact stated
here. I am filing simultaneously with the Michigan Department of Insurance and Financial Services. I want this published on consumerfinance.gov so other consumers can see what happens when a major bank refuses to investigate its own ATM malfunction and stonewalls a loyal customer for months. I need the CFPB 's help to compel Chase to do what it should have done on XX/XX/XXXX : open the ATM logs, review the cameras, reconcile the machine, and return my money.

Company response to consumer: Closed with explanation