Consumer complaint received 2023-05-16
Company: JPMORGAN CHASE & CO.
State: FL
Product: Checking or savings account
Sub-product: CD (Certificate of Deposit)
Issue: Closing an account
Sub-issue: Can't close your account

Complaint:
As a result of my previous CFPB complaints ( XXXX and XXXX ), Chase Retirement services, provided me with a blank Traditional IRA Distribution Request by Beneficiary form. 
Below are the errors by Chase Bank : 1- On XXXXXXXX XXXX, Bank Associate , XXXX XXXX only faxed one side of the double sided form at the local Chase Branch located XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX FL XXXX. Hence, the referenced missing pages 2,4 and 6 in the follow up letter from Chase Retirement Services which I have attached dated XXXX XXXX XXXX.The entire list of missing items in this letter are due to the missing pages as mentioned. XXXX XXXX, the Multi-Site Branch Manager was also present. 
2- I was notified by representative XXXX XXXX during a follow up call on or around XX/XX/2023 that Chase Retirement Services had provided me with an " outdated '' form '' and that once again I would have to complete another form! XXXX suggested I go into my local Chase Bank Branch ( XXXX XXXX XXXX, XXXX XXXX, Fl XXXX ) and request the updated form that I should have been provided with the first time. 
In or around, XX/XX/2023 I went into my local branch located atXXXX XXXX XXXX XXXX, XXXX XXXX, FL XXXXand met both XXXX XXXX and XXXX XXXX and informed them what had happened re : Missing Pages of Fax and Outdated Form. XXXX XXXX stated that the missing pages were not their fault and it was the fault of Chase Retirement Services. It became clear that the missing pages of the double sided form were 2,4 and 6 ... the back sides of each of the 7 pages. I strongly suspect that XXXX XXXX had only faxed one side of a double sided document. 
Additionally, When I asked another Associate Banker XXXX XXXX who was also present at that Chase Bank on XXXX, why she never notified me about getting alerted in her email ofChase 's error ( the form and missing pages ) I was told that XXXX had inaccurate contact information for me and was unable to reach me. This was bewildering as all of my current contact information was on the first page of the form that was faxed from that very same branch. 
Due to the errors made by the Associate Banker, I felt more comfortable and confident to ask XXXX XXXX, Multi-Site Branch Manager to assist me. On XX/XX/2023 I emailed XXXX XXXX requesting an appointment with her to just simply ensure the document was faxedcorrectly. XXXX XXXX called me at XXXX on XX/XX/2023 in reply to my request for an appointment and refused to assist me in faxing theform for me, stating that she does not have " any '' time to meet with me as she has workshops and multiple branches to look after. Stunned, I pursued in our conversation as to why she couldn't give me 10 minutes of her time and her reply was " It's nearly closing time before a weekend and I don't have time to discuss why with you ''. She continued with, '' My associates are competent and faxing is their job to do, not mine. '' I subsequently sent a follow up email on XX/XX/2023 to XXXX XXXX letting her know of my disappointment. XXXX called me back shortly thereafter and told me that she is unable to send out any reply emails to customers so I responded to her voicemails in writing via email. On one occasion on XXXX, I answered her call. In response to one of my emails requesting a reply in writing, she replied, " I can not send out any sort of letter. '' When I asked her to repeat it, she accused me of recording her - ludicrous! I have also attached these emails for your reference. Additionally, I have a voicemail from XXXX XXXX on XX/XX/2023 after she viewed the email regarding XXXX XXXX actually suggesting I go back to the XXXX XXXX ( the associate that only faxed one side ) to fax my updated form. 
On XX/XX/2023 at XXXX, I went to a local alternative Chase Bank branch located at XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Fl XXXX as I made an appointment to meet with XXXX XXXX who subsequently faxed the new updated and completed form. XXXX also stated that she mailed a copy as well to Chase Retirement Services. Incidentally, XXXX XXXX was present at that branch when I was there.

Company response to consumer: Closed with non-monetary relief