Consumer complaint received 2025-07-28 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:
Subject : Chase ATM Malfunction {$8500.00} Cash Deposit Not Credited and Reversed Without Resolution Description of the Issue : On XX/XX/year>, I attempted to deposit {$8500.00} in cash at a Chase Bank ATM located at : XXXX XXXX XXXX, XXXX, MI XXXX The ATM accepted part of the deposit but began rejecting bills, which it has done in the past. Eventually, I successfully inserted {$7600.00}, which was confirmed on the ATM screen. At that point, I selected Deposit More and inserted the remaining {$900.00}, bringing the total to {$8500.00}. 

As soon as I inserted the {$900.00}, the ATM froze and stopped responding. It did not provide a receipt, and it never completed or confirmed the deposit. 

I did not leave the ATM I called Chase customer service immediately while still at the machine, parked in my XXXX  XXXX XXXX. I stayed there for 10 to 15 minutes reporting the issue in real time. 

The majority of the deposit over {$6000.00} was in {$100.00} bills, making the cash traceable in any ATM reconciliation audit. 

Chase opened a claim and later issued a provisional credit of {$8500.00} on XX/XX/year>. But on XX/XX/year>, Chase reversed the credit, withdrew the money from my account, and provided no evidence or justification for the decision. 



Surveillance Footage Denial I asked multiple Chase representatives and supervisors to review the ATM surveillance footage, since I remained on-site and called customer service immediately. A supervisor informed me that they would not review surveillance unless ordered by subpoena or a court which is unacceptable in a case involving a malfunction and possible loss of thousands of dollars in cash. 

Chase has also refused to share : The results of their internal investigation Any reconciliation of the ATMs cash intake totals Timestamps or data to support their decision Business Context I am a business owner I operate a car sales business, and many of my transactions involve cash payments. Because I often work late, I make my deposits after hours using Chase ATMs. This is a normal and necessary part of my business operations, and I depend on Chase to process these deposits accurately.

This incident has impacted not only my personal finances but my business as well. I acted responsibly, reported the issue immediately, and did everything I could to follow proper procedures. 



Summary Timeline : XX/XX/year>XXXX  : Deposit attempt ; ATM froze ; called customer service from ATM while still there XX/XX/year>XXXX  : {$8500.00} provisional credit issued XX/XX/year>XXXX  : Provisional credit reversed ; no documentation or refund provided Requested Resolution : I am requesting : A full copy of the ATM investigation report, including cash reconciliation logs A review of the ATM surveillance footage, which will show me present at the time of deposit in a XXXX  XXXX XXXX A refund of the {$8500.00} if Chase can not provide clear proof that the deposit was not received My Information : Name on Account : XXXX XXXX Last 4 Digits of Account : XXXX Chase Claim Number : XXXX Please assist me in recovering my funds and holding Chase accountable for their refusal to review evidence or provide documentation in this matter.

Company response to consumer: Closed with explanation