Consumer complaint received 2022-02-17
Company: JPMORGAN CHASE & CO.
State: OR
Product: Checking or savings account
Sub-product: Checking account
Issue: Closing an account
Sub-issue: Can't close your account

Complaint:
In XX/XX/XXXX, I requested to open a guardianship account at the XXXX, XXXX  Chase Bank for the benefit of my ward, an incapacitated person. I provided my Letters of Guardianship and other necessary information and had a cashier 's check ready to fund the account. However, I was surprised to learn my application was denied, with the reason given that my guardianship was " expired ''. That being patently false, I protested. I was told I would need to get a freshly dated copy of my Letters to proceed. While not technically necessary, I did that and renewed my application. On the second go-around, the account was approved, I deposited the cashier 's check for {$2500.00} provided to me by my ward 's XXXX XXXX from another city, and I received a Chase Bank account packet and a supply of checks. I was advised I needed to wait for the deposit check to clear, which I did. 

When I was notified that the deposit had cleared and the account was ready for use, I set up a transfer to my ward 's ABLE account to be put into an investment portfolio. I first sent {$2000.00}, and later, another transfer of {$500.00}. The ABLE account started showing some small gain, but I was notified that the account went back to zero after Chase refused to fund the transfers, citing " insufficient funds ''. This was the start of my saga. 

After *numerous* calls to the Chase customer service line where I was put on hold for lengthy times ranging up to XXXX hours and XXXX minutes, treated with suspicion, given vague information, put on notice that my ward 's account was now " on hold '' and was under scrutiny by the fraud department. No reason has ever been given. On several occasions, I have complained in person and in writing to the Branch Manager, XXXX XXXX XXXX, and later to XXXX XXXX who was covering for the bank manager in her absence. XXXX XXXX also happens to be the person who opened the guardianship account for me. Both have been apologetic and exuding an air of embarrassment, while not being able to give any reason at all for what is going on. Both refer to the " back office '' as the source of the negative action. 

I have now received XXXX recorded calls from the Chase customer complaint and escalation department, with the last XXXX from and individual named XXXX. In the calls I was informed, first, that this case has been escalated to a fraud investigation ; second and much later, that the investigation was wrapping up and I would get the money released to me soon ; then on XXXX XXXX notified that Chase will not release the funds until I provide a copy of my original court document appointing me as guardian ( dated XXXX ), as well as providing a guardian statement that there is no conservator ( there is not ) ; and a fourth call today, XXXX XXXX informing me the " back office '' is now in receipt of my latest documents and will be reviewing them over the next XXXX or so days. I am informed by XXXX that, with this new information, Chase will " consider '' returning my ward 's money to me. This in spite of the fact that my official, certified Letters of Guardianship were good enough for Chase to take the money from my ward, but are not good enough to give the money back to my ward. Please note : I have taken the extra step to ask the XXXX XXXX XXXX XXXX XXXX to review my Letters of Guardianship, which I was told the judge himself did and said they are completely in order. 

I will state for the record that my ward is just shy of XXXX years old but only XXXX XXXX XXXX has a few identifiable sounds that indicate words, can not write, and generally leads the life of a toddler, requiring the XXXX care and support of the same. He has had no parent involvement since the age of XXXX months. He had lived in XXXX foster homes by the age of XXXX when he came to live in my home and I became his care provider for the next XXXX years. I became his guardian in XXXX when my ward turned XXXX XXXX XXXX. In XXXX, he moved back into the foster care system and has lived in XXXX additional care homes since then. In short, my ward, who calls me Mom, has nobody but me to rely upon for the serious matters and decisions of his life, from day-to-day challenges to medical needs to finances. 

I feel that Chase is either profiling my ward as a XXXX person, who can not be believed to possess {$2500.00} to open an account; or profiling me as some sort of shady character when, in fact, I am a devoted mother-figure in my ward 's life who is also the legal guardian, with all the necessary proof to establish both those facts. In either case, for Chase to act as it has without one iota of evidence of wrongdoing is shameful, if not even illegal. 

My ward is supported by XXXX payments and obtained the money for the account I sought to open at Chase via the sudden input of XXXX relief checks. As a person in the foster care system, my ward is not allowed resources in excess of {$2000.00}, so was seriously over-resourced and at risk of losing his XXXX payments due to that ( a situation that is growing more critical each passing day ). This being the case, setting up an ABLE account ( which required my power as guardian ) and subsequently moving his excess funds into the ABLE account was an absolute necessity. I explained the details of this at the time I applied for a guardianship account at Chase. 

The cashier 's check I presented to Chase to open the account was funded out of the Rep Payee Account *in his name*, sent to the Guardianship Account *in his name*, and transferred to the ABLE Account *in his name*. Of course, my ward -- again, a severely XXXX person -- needed assistance at all levels of this process, but it was all done above-board, properly and appropriately. Additionally, the entire process was started at the request of, and has been overseen by, XXXX 's foster care management team. And yet, Chase Bank will neither service the account they approved on XXXX XXXX, XXXX, nor will they close the account and return my ward 's money. 

Chase Bank has had the use of my ward 's money for nearly XXXX entire months, investing, loaning, or otherwise using it to their gain while refusing to give it back to him. In the meantime, my ward has been denied the return of his money as well as denied the opportunity to gain from investing his own money in his ABLE account or using it for his needs. Honestly, it feels like theft -- and perhaps it is. 

I am more than pleased to provide and documentation necessary for review of my complaint, including official documents, phone log notes, and correspondence.

Company response to consumer: Closed with explanation