Consumer complaint received 2022-10-03
Company: JPMORGAN CHASE & CO.
State: CO
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Banking errors

Complaint:
My father passed away My father, passed away on XX/XX/2022. He shared a Chase account with my mother, who is XXXX XXXX XXXX. On Saturday, XX/XX/2022, my mother and I went to the branch to have me added as a beneficiary to their account. My mother asked me to be her beneficiary as I work for another financial institution. The teller told us we needed to bring in a death certificate. At that time we did not yet have a death certificate. 


On Saturday, XX/XX/XXXX, my mom and I returned to the branch and sat down with a banker ; I do not have her name however I remember it was uncommon. We sat there for XXXX min while the banker attempted to add me to the account. The system kept rejecting the information stating that we needed to have my father present in order to add me. Even though we provided the banker with a death certificate, she still could not add me as a beneficiary and could not get the system to update. She attempted to call the help desk but since it was a Saturday they were unable to assist. She tried to call her manager who did not answer. My mother was getting agitated with the process, particularly after being told repeatedly that my deceased father would need to be present to make the change. After many unsuccessful attempts of the banker trying to update the system, I decided enough was enough, and that we would just come back when a manager was there to assist us in getting this matter resolved. We made an appointment to go back Friday, XX/XX/XXXX at XXXXXXXX XXXX 


On Monday, XX/XX/XXXX, my mom received a call from the branch that she needed to go to Social Security and have social security redirect my dads funds to my mom. This had already been handled and we have the letters from Social Security to take in to our XX/XX/XXXX appointment. 


On Tuesday, XX/XX/XXXX, my mother received a call from XXXX police department claiming they were contacted by Chase Bank to report fraud on a elderly person and asked my mom if she was giving me consent to be her beneficiary or if I was forcing her to put me on the accounts. My mother lives with my sister, XXXX, and this call really shook up my mother so she handed the phone to my sister who proceeded to verify that yes, my mom was adding to me to the account and there is no fraud intended. 


I am concerned that the police involvement in this matter are both biased and baseless give the XXXX interactions I had with Chase while assisting my mom. I proceeded to call your XXXX XXXX today, XXXX XXXX, today ( XX/XX/XXXX ) to discuss the suggestions of fraud and the police involvement. I asked why the branch proceeded straight to the police department versus calling my mom and asking her directly about my involvement with her accounts. I asked what grounds she felt I was defrauding my elderly mother, who just lost her husband and my father. She told me when they feel there is fraud involved they go straight to the police. She refused to answer why she thought I was defrauding my mother and refused to discuss how she planned to resolve the matter. 


I am disturbed that someone from your company, without any facts, contacted the police to claim I was committing fraud against my mother. My mother has XXXX assets and survives off social security. I frequently provide her with additional financial assistance. I was selected as her beneficiary because I have the most experience working with banks give my career with a competitor bank. My mom has around {$200.00} in her account ; what reason would I possibly have to take advantage of my elderly mother? I would be absolutely appalled if this is how customers at my bank were treated in such a sensitive situation. 


This is unacceptable. I am angry that the suggestion that my father needed to be present to make changes to the account was even spoken aloud, let alone multiple times- as though we faked the death certificate. I would love to have him here too, XXXX XXXX. I would be thrilled to have my father be able to answer any questions your branch had for him so I could spend more time with him. 


I feel I am being racially profiled with the speed with which the police were called suggesting I was defrauding my mother. Not a great diversity look during XXXX XXXX XXXX. There is no repetitive concerning behavior here. I'm just a daughter trying to assist her mom after a rough and unexpected loss, trying to make future plans easier in case the unforseen happens and I lose her too. How dare your branch personnel and regional manager suggest otherwise. 


I would like an apology and training for your staff at the XXXX branch and elsewhwre within Chase to ensure that this is does not happen again to the any other customers.

Company response to consumer: Closed with explanation