Consumer complaint received 2026-04-26 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: JPMORGAN CHASE & CO.
State: NJ

Complaint narrative:
On XX/XX/XXXX, I made a large deposit of {$1000.00}. I know it had XXXX {$100.00} bills, and the rest was a mix of {$20.00}, {$10.00}, {$5.00} and mainly {$1.00} bills. Due to the large number of singles, the stack was too big to deposit at once, so I split it up into 2 deposits. The first stack had all the {$100.00}, {$20.00}, {$10.00}, {$5.00} and maybe some {$1.00} bills. A {$5.00} bill had a bent corner, so it got spit back out and I'm fairly certain the screen reflected that {$960.00} was deposited at this point. So, I straightened that bill out and added it to my stack of singles I had left and went to deposit it. At first, the deposit thing went to close on top of the stack, and I didn't have them positioned good, so I took the money out because I didnt want it to cause an issue. I then hit deposit more and this time successfully put the stack in the machine. At this point, I hear the ATM sound like it's processing my second deposit. It spits out a {$1.00} bill that was bent and then tells me thank you for banking at Chase and closed me out. I didn't get a screen where it showed me my total deposit or if I wanted to print a receipt, just ended the transaction abruptly. Since there were other people behind me, I didn't want to take longer than needed so I drove around to park and checked my bank account to see if it all processed correctly. I saw my bank account only reflected the {$960.00} deposit and not the full {$1000.00}. I went inside the branch, and I explained what happened to an employee and they told me that I had to call the number on the back of my debit card. The second I got home ; I made that call and filed a claim and explained everything that happened to the claims department. They gave me temporary credit for the missing {$56.00} on XX/XX/XXXX while they did their research. Then 4 days later on XX/XX/XXXX, I got a new letter that stated they researched the transaction I reported and found that the transaction was processed according to the information you provided or was authorized, that as a result they were removing the {$56.00} from my account on XX/XX/XXXX and to contact them if I would like to request the information they used for their research. I called them again right after reading that and asked them to explain what happened because the letter made no sense. They stated that after their research, nothing supported what I said, so they were taking the {$56.00} back and the claim was closed. They kept asking if I was sure and basically doubting what I said was accurate, so I asked to speak to a supervisor. The supervisor explained that they audited the machine and showed no overage, but he did see there was an error message of some type, so he was reopening the claim for that to get further investigated. He said I would hear back in 3-5 days, so on day 5, XX/XX/XXXX, I called back and was told it was still being investigated, and it would really take 10 days. On XX/XX/XXXX I called back for an update where they said after further investigation, that the deposit was processed correctly for {$960.00} and the claim is now closed. I asked what steps were taken to determine this and kept being told that the backend team had those details not the claims department. I said I got a letter stating I could contact them if I would like to request the information they used for their research so thats what I was doing. I just kept getting told they dont have that information and that the backend team doesnt have a phone number so I couldnt speak with them. I asked if they could give me information on my deposit such as how many of each bill denomination was deposited, if they could see 2 deposits were made in the one transaction or if the cameras of the ATM were checked to see if the ATM spit out extra money when it shouldnt have. She told me once again that the claims department doesnt have any of that information. I then asked to speak to a supervisor and after being told to wait on hold while they got me a supervisor, the same agent came back and told me that because the claim was closed that I could no longer speak to a supervisor regarding this issue.

Company response to consumer: Closed with monetary relief