Consumer complaint received 2022-04-15
Company: JPMORGAN CHASE & CO.
State: AZ
Product: Checking or savings account
Sub-product: Savings account
Issue: Managing an account
Sub-issue: Funds not handled or disbursed as instructed

Complaint:
Due to the passing of our father, my sister and I as trustees on our parents account went into the branch at Chase bank on XX/XX/22 to provide my fathers death certificate and remove my mothers name due to her inability to manage her account and to safe guard this trust to ensure that no one can cash checks, remove funds, or take any action on the trust account without either trustee being informed and present, etc. We went through great lengths to ensure that no funds would be able to be removed by our mother. About a week later ( the bank should have the date ) {$2700.00} was withdrawn as my mother was taken to the bank by someone. I immediately called the branch when I identified this happened and opened a complaint by speaking with the branch manager there, but he had zero urgency. He did a conference call with someone in the complains or escalations department to open the case. During that time I had asked for a video of this taking place and was told we would need to file a police report for the video NOT for Chase to investigate why they gave funds from the trust to someone who did not have authorization to write a check against the account. No one reached out to myself or my sister to this date. I called the branch several times nd was told they would not investigate without the police report # however, I advised the branch manager that a police report ( even though we did file one ) was not necessary to investigate what went wrong with Chase internal processes in that they gave money out of our account to my mother. I then called and opened a complaint with Chase corporate and called today to check on the status and when I asked for a manager AFTER they validated my account, identify, etc. the representative put me on hold then disconnected me. Now, if it was not intentional she would have called me back but has not called me back and I told her how critical this was as money was dispersed to someone that it should not have been as neither trustee on the account signed the check for dispersement. I called the local branch 15 times and no one answers, I have all of the call attempts on my phone as an artifact. In addition, I went into the branch at XXXX and XXXX XXXX and the gal there told me indeed she could see it was Chases fault as they did not flag the main screen for the teller to see so she added a flag to the main screen the teller sees. Bottom line is the {$2700.00} needs to be placed ack into the account on Chase 's dime as this is egregious and a complete break down of oversight and has to be a non-compliant matter to dispense funds on some ones account who did not in any way approve this transaction. No one should have their funds at Chase bank. Even after this was reported even the branch manager at the XXXX XXXX XXXX branch did not go back into the account to ensure it was updated appropriately, I had to take my time off work to go into a branch by my home to take care of this for a second time and I am not even sure it was done correctly the second time I went in.

Company response to consumer: Closed with explanation