Consumer complaint received 2018-07-11
Company: JPMORGAN CHASE & CO.
State: OH
Product: Checking or savings account
Sub-product: Savings account
Issue: Closing an account
Sub-issue: Can't close your account

Complaint:
On XX/XX/2018, my partner of 14 years was unable to go to Chase bank due to a health condition. I was already POD on the savings account of {$81000.00}. At this time, he requested that I go to the bank and inquire if I should be added as POA along with POD so I would be able to transfer money at his request, as we were informed his illness was now terminal. This news created a tremendous amount of stress for me, which I communicated this to the bank employee. She understood my present situation and assured me she would be happy to help and said this would not be a problem as long as I had the legal documentation, which I proceeded to hand her. I confirmed that this request was just to add me as the POA, as I was already POD. She stated of course, she had me sign papers, but gave me no copies and said everything was set up. Little did we know, I would lose my partner so soon, he passed away XX/XX/2018. After I received his death certificate, I went to the bank to get the money so that I could handle the obvious expenses. The same female bank employee waited on me and proceeded to pull up our information and it was at the moment when she realized that she made a terrible mistake and removed me as POD and only had me listed as POA. At that time, she said she couldn't help me. I asked her how is this possible that you made this terrible mistake, she clearly stated that she just clicked the wrong button, she then went and pulled the signed paper card that showed I was the POD on this account. So I contacted her manager, which confirmed and agreed the employee had indeed made the mistake, but would have to check with her manager, who was not helpful at all to the point of even being was rude and said that I would have to file a complaint with the Executive office, which of course I did. I spoke to 2 different people the second person I spoke with was the one that would handle my case. This person clearly stated that she in deed had spoken with the branch manager and confirmed that the branch employee had made the mistake and they were trying to resolve it has quickly as possible. She told me on numerous occasions that it was the branch that was at fault, but this still had to be investigated. She continued to tell me they were still looking into it and they had 45 days. After the 45 days on XX/XX/2018, they contacted me to inform me that I would now have to get a lawyer and a court order to get this money. 

I appreciate your response, but you didnt addressed the issue at hand, the issue is that XXXX XXXX and XXXX XXXX, manager admitted that they were at fault for taking me off as POD, also XXXX from the Executive Office admitted that the branch was at fault. I confirmed that this request was just to add me as the POA, as I was already POD. She stated of course, she had me sign papers, but gave me no copies and said everything was set up. Little did we know, I would lose my partner so soon, he passed away XX/XX/2018. After I received his death certificate, I went to the bank to get the money so that I could handle the obvious expenses. XXXX XXXX waited on me and proceeded to pull up our information and it was at the moment, when she realized that she made a terrible mistake and removed me as POD and only had me listed as POA. At that time, she said she couldn't help me. I asked her how is this possible that you made this terrible mistake, she clearly stated that she just clicked the wrong button, for she was still new at this time, she then went and pulled the signed paper card that showed I was the POD on this account. So I contacted XXXX, manager,  which confirmed and agreed that XXXX had indeed made the mistake and she stated it was 110 % their fault. 

In your response letter, you stated that I am requesting you to honor the previous document. However, that is false, as I am merely asking you to correct the error that was made by the branch employee and the manager who confirmed the mistake on XX/XX/2018. I was removed as POD only because she clicked on the wrong button in the computer, which removed me as POD and left me listed as only POA. There are no signed documents from my partner that would remove me as POD. I am sure you would agree that it would be senseless for my partner to give me access to his account when he was still alive, but remove me upon his death? Why am I being penalize for their mistake? I have the Will and all signed documents proving that I am POA and POD of all his accounts and personal properties upon his death.

Company response to consumer: Closed with explanation