Consumer complaint received 2021-04-06
Company: JPMORGAN CHASE & CO.
State: FL
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem accessing account

Complaint:
Re : Chase Bank online banking I am the named agent for my mother 's Durable POA. I have sent this document by fax, by email to the branch and by uploading it to Secure Message on my mother 's account and on my own account. My mother is XXXX years old and entered an assisted care home in XXXX. I reside outside the country and my mother is in XXXX, Arizona. We have been having trouble with this bank since XX/XX/XXXX. Despite my many requests, they have not entered the POA in my mother 's account so it is accessible by any agent of their company. When I try to unblock her online account, I'm often told that they need to talk to my mother while I'm on the line because I don't have permission. How can I do that when I'm in a foreign country and she's in XXXX, AZ? She is of an age where she has difficulty understanding requests. 

I have been successful online at getting her account unlocked at least 10 times or more. Now the online service says that they do not have documentation that I share her account. I have sent more than 10 XXXX transfers, but this morning ( Tuesday, XXXX XX/XX/2021 ), when I sent another one, it cancelled the transfer and locked me out AGAIN! 

I immediately wrote an email to her branch bank and got this response : Thank you for reaching out. I am currently out of the office with no access to email. With many of our clients looking for ways to stay closer to home, we encourage you to use tools on the Chase Mobile app and chase.com whenever possible to keep track of your accounts and do things like make payments and deposit checks. If you need immediate assistance by phone please reach out to the Retail Customer Service team at XXXX. We also encourage you to visit Chase.com/stay connected for updates, answers to frequent questions, and how-to videos and information about mobile and online banking. Please stay safe and take good care of yourself and your loved ones. 

When I called the 800 number, the recording says they have reduced their hours of attention and hung up. The next time, I got through and the recording said to stay on the line to answer a survey. I waited 26 minutes, 12 seconds before I hung up. 

She does not have/remember a PIN number. More than 2 weeks ago, she requested the branch to send her a PIN twice, but neither time did they do so. Without the PIN number, the 800 numbers will not continue to the next step, it just puts me in a loop. 

This is the familiar message I keep getting when they lock me out for making transactions I have made many times in past history : We locked your account to protect it from unusual activity. 

Shortly thereafter, I received an e-mail : We encourage you to sign in to read your Secure Message because it contains specific information about your account. 
How can I sign to read a Secure Message when the bank has locked us out??!! 

At XXXXXXXX XXXX this same day, I tried calling the branch at XXXX XXXX XXXX XXXX three times only to get this message : Assisting other customers. Call again. 

This is sheer crazy-making at its best! 

Secondly, when the POA was submitted, my personal address was changed to my mothers regarding credit reporting. They told me I would have to change that myself. It's their mistake. How could they get into my account to make changes without my permission? 
Very sloppy banking all the way around.

Company response to consumer: Closed with explanation