Consumer complaint received 2022-10-12
Company: JPMORGAN CHASE & CO.
State: GA
Product: Checking or savings account
Sub-product: Checking account
Issue: Closing an account
Sub-issue: Funds not received from closed account

Complaint:
I opened a checking account for my father 's estate with JP Morgan Chase ( JPMC ) on XX/XX/XXXX, and I included another signer on the account, my sister, who lives in Texas. I provided documentation on this date to the banker such as the death certificate, executrix legal document, and legal administration document. I advised I lived in the state of Georgia but my dad lived in Louisiana, which his home information is included on the death certificate and legal documentation provided. The Banker who opened this account advised she had what she needed from my sister and I, made copies of documentation and my drivers license, and opened this second account by transferring money from the first estate account opened on my father 's behalf. Also, she advised my sister had 30 day window to go to a JPMC branch in Texas to sign and began using the account for the same purpose of estate expenses. For awareness, I opened a first checking account at JPMC and I was able to withdraw funds and write checks to pay estate expenses with no problems. 

My sister went to a Texas JPMC branch per the bankers advise on XX/XX/XXXX. Then the avalanche that has led to this moment began because we learned the bankers at the Georgia and Texas branch were not on the same page. I summarize dates and conversations below. 

Around XX/XX/XXXX - I received a letter received from JPMC Branch Complaint Escalations dated XX/XX/XXXX advising me no one would contact me anymore because they were not able to reach me. I confirmed my phone number with the Texas banker and did not receive or have any missed calls from JPMC. I have a copy of my phone statement. As a result, I called the phone number provided on this letter multiple times and left several messages. No one returned my call. 

XX/XX/XXXX - I called JPMC 's customer service phone number, which is different than what I received on the letter dated XX/XX/XXXX. Eventually, I was transferred to the JPMC Branch Complaint Escalations department. I shared the case number and extension provided to me from this letter. The representative advised he did not show any updates indicating someone called me. However, he advised the account opened on XX/XX/XXXX would need more information to keep it opened. Basically, a document from our attorney advising the account could be opened in a state other than the state where my dad lived would suffice. The JPMC banker in Georgia nor Texas told us this documentation was needed. I wonder why they didn't if this was that simple? Also, the representative advised a restriction would be placed on this account until we provided attorney documentation, and he advised I still would be able to go to the bank to withdraw funds, even with the restriction, but could not use a debit card or online transactions on this account. I advised we did not have a debit card nor used online transactions, so my ability to continue going to the bank to withdraw funds is fine because that it what I was already doing. 

XX/XX/XXXX - I went to a JPMC Georgia branch to withdraw funds for estate expenses and was advised the account was restricted and I could not withdraw funds. I spoke with multiple people at the branch and was advised the area that placed the restriction on this account was not available on weekends. I requested this account be closed immediately and to issue a cashier 's check in my father 's estate name. Therefore, I was provided a note that advised me to call JPMC at XXXX on the following Monday. This approach was to reach the JPMC " back office '' who would call the branch to provide an exception approval. I was advised I could go to the branch after the approval was provided Monday. 

XX/XX/XXXX - I called the XXXX number provided to me by the branch person on XX/XX/XXXX. The representative advised me the same information that the account is restricted. I shared the XX/XX/XXXX information to her and she advised there are no notes that XXXX spoke with me. Also, she advised the JPMC Branch Compliance area is open on weekends. I asked her to escalate this matter because I have been told multiple things that so far are not true and want to close the account immediately. She advised she would escalate it and have a supervisor to call me back. On XX/XX/XXXX also I received a letter dated XX/XX/XXXX that advised I needed to contact customer service regarding the second checking account by XX/XX/XXXX to keep the account open. 

As a result, I have received multiple calls from and made multiple calls to the JPMC branch compliance. Each time I am told something new or different about this matter, and I continue to ask that the account be closed immediately because we no longer want to do business with JPMC. 

XX/XX/XXXX - I called to see why the account was not closed and monies released payable to my father 's estate. One representative advised me the account restriction was placed XX/XX/XXXX, there is a 7-10 day business window for it to close on its own, and a check would be mailed to me. After escalation, the other representative advised the account would close on its own and the check issued by XXXX XXXX XXXX XXXX soon. As a result, I basically decided to wait until the account was closed. 

XX/XX/XXXX - I received a call from a new JPMC representative, XXXX, who said this case was transferred to him but the account is now closed. He advised he would review notes, visit with legal, and call me in 7-10 business days. Minutes later, he called me again and advised JPMC would not release estate funds without a letter from our attorney.

I can keep writing, but the timeline speaks volume. We did nothing wrong unless going to JPMC in good faith is considered wrong. JPMC treatment has made me feel worthless, hurt, and as if me and my family are not of value. We are frustrated but also could lose our father 's home because of monies he made available to take care of his estate are being held by a bank who does not have a legal right to hold it. I never thought bringing a check made out to my father 's estate, opening an account in the estate name, providing all legal documentation, and doing everything with integrity would lead to this.

Company response to consumer: Closed with explanation