Consumer complaint received 2023-04-25
Company: JPMORGAN CHASE & CO.
State: IN
Product: Checking or savings account
Sub-product: Checking account
Issue: Closing an account
Sub-issue: Company closed your account

Complaint:
I received an email XX/XX/XXXX, stating the account for XXXX XXXX was closed. I immediately called customer service to inquire on the reason for the account closing. It was a joint account. I was told that the account was closed by the bank and a cashier check would be mailed out for the amount of {$46000.00}. 
After XXXX weeks, XX/XX/XXXX I called Chase customer service to follow-up on the status of the cashier check being mailed out. I was told that the process takes a while and I should be receiving the cashier check soon. I asked if I could verify the address where the check was being sent and was told that I could give my address and they would be able to confirm the address where the check was being sent. I gave my address XXXX XXXX XXXX XXXX, XXXX IN XXXX. The customer service rep said yes, thats the address where the check would be mailed. 
XX/XX/XXXX, and I still had not received the cashier check, so I placed after to Chase customer service. I explained the reason why I was calling and gave the rep my information. I was placed on hold while they went to pull up the account. I explained I had not received the cashier check and if there was an update on when the check would be issued. They looked into my request and came back saying a cashier check had been spent out but was able to tell me who the check was made out too or where it was it mailed to. The only thing that they were able to tell me was a cashier check was processed on XX/XX/XXXX. The rep was able to give me a XXXX tracking number, which I was able to track and see that a package was delivered to XXXX TN on XX/XX/XXXX. 

The rep could not tell me who the check was made out to because they could not see that on their end. The call ended with sorry I couldve been more helpful. You might need to contact your local branch office for more assistance. 
I quickly made an appointment with the branch office in XXXX XXXX. My appointment was made for XX/XX/XXXX @ XXXX. XXXX Chase Bank manager was very attentive to my concerns, and she begin looking into why I was told by the rep on the phone that they were not able to see who the check was made payable to. After looking into the account XXXX made some calls to find out why the image of the cashier check was not visible to see. She was told the account wS handled by the back office. After being put on hold and transferred to different departments, XXXX had to ask if she could look into this account more later and give me a call when she found out more. To fast forward Chase bank has not been able to tell me who authorized the account to be closed or show an image of the cashier check that was mailed out. I was called to come to the bank to sign a declaration of lost stolen or destroyed cashier check. I didnt sign the document because I didnt agree with me saying I LOST the check. This account has been with Chase for over 20 years and I didnt think I would have to go through soon many problems to resolve my deceased uncles account.

Company response to consumer: Closed with explanation