Consumer complaint received 2018-03-19
Company: JPMORGAN CHASE & CO.
State: OH
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
Over the past few weeks, my mother has called Chase Bank in XXXX, OH to try to fix the problem. She called me ( her son ) not knowing what to do, so I tried calling Chase bank on XX/XX/XXXX to see what could be done. Basically, Chase said " Too bad. Sorry. '' I called the local branch, the general Chase customer service number, spoke with a manager, called back, and more, but no one could or would help.

My mother has been a Chase customer for years. Her husband ( my father ) died a few years ago. My mother wanted to add me and/or my sister 's name to her account to be joint owner, so we could help her deposit/withdraw money, write and cash checks, etc. for her. She is XXXX and has been in a XXXX for years. She can not now even leave the house. She can't physically get out of the house due to her bad back and knees. Chase said that unless my mother physically goes into a local bank branch, she can not have anyone 's name added. We explained that she was not physically able to do so due to her XXXX, but they said that was their policy. We asked if there were any exceptions, if we could bring proof over for them, if someone fromt he bank with a tablet or laptop could go to her house and have her sign something, or any other way, but they said just kept saying that unless she physically enters the bank, she can not have anyone 's name added. 
We considered adding power of attorney to the account, but as you know, this is not the same thing and does not have as much power as joint owner. We tried submitting a legal POA document, but Chase rejected it, saying that it did not have an indemnity clause. I asked it we added it, would they then accept the POA. They stated that we would have to have the lawyer update the POA, then we could re-submit it, and then see if Chase will accept it. If not, we would have to keep trying until Chase accepted it, but they would not tell us what we needed to so to make sure it was accepted. I called the lawyer who wrote up the POA, and they told me that even if we made a new POA today, Chase would not accept it. They told me that they always have problems with Chase accepting POAs from anyone. However, that is just a temporary solution, anyway, as my mother wants another name added to her account, but Chase seems unwilling to even consider accommodating her XXXX in any way. For example Chase told me that even if I was on as POA, I would not be allowed to close the account for her. 
I understand the need for security measures, but she has been a customer there for years, would go to the local branch if she could, but is not physically able to do so. She is willing to do what she is able to do, but the Chase representatives simply kept repeating that if she will not physically enter the bank, she can not get another name added to her acocunt. We are not sure what to do, as my mother is physically unable to enter the bank, and Chase seems unwilling to even considering accommodating her XXXX in any way.

Company response to consumer: Closed with explanation