Consumer complaint received 2024-06-08
Product: Checking or savings account — Other banking product or service
Issue: Closing an account — Funds not received from closed account
Company: JPMORGAN CHASE & CO. (TN)

On XX/XX/XXXX after being told on the phone there was no way to email documents for decedent processing, I mailed by Priority Mail a package to Chase Bank XXXX XXXX XXXX. P.O. XXXX XXXX XXXX XXXX TX XXXX. That package included a letter, an original copy of the death certificate, and original Letters of Appointment from the XXXX XXXX appointing me as XXXX of the Estate of XXXX XXXX XXXX. The letter advised my XXXX XXXX  XX/XX/XXXX, and I needed his checking account XXXX and savings account XXXX closed and asked them to please provide a closing statement for each account. 

The letter also included an uncashed cashier check dated XX/XX/XXXX ( a couple of months after my brother 's spouse died ) for {$2000.00}. The check was past the 180 days stating it was void. We found it during the search of the residence. I asked that the check be researched and reissued unless they could provide documentation that he had reported it lost and was replaced at a later date. 

The Post Office tracking shows it was delivered to their XXXX XXXX XXXX XX/XX/XXXX. The entire month of XXXX passed without any acknowledgment from XXXX on receipt. That is a rude and inappropriate way to deal with personal representatives approved by the court to collect decedent assets. On XX/XX/XXXX I called their customer service number and complained and was told it takes 30 to 45 days to process requests and there was nothing they could tell me. On XX/XX/XXXX I called again since nothing had come in the mail and it was now 60 days from when I wrote the letter. This time the representative after searching said their system was not showing that it had been received at all and then I got mad and provided the PO tracking number proving it was delivered and she said she would investigate and get back to me. 

On XX/XX/XXXX the rep called back and said they had located the file and they had mailed out a letter stating I needed to send original documents in. I said no way as they got original documents in my package and she said she would send a note over to processing that they did have original documents, She said to ignore the letter when it comes. The letter did come the next week which clearly was unnecessary and another delay on the part of the bank to defer processing. 

On XX/XX/XXXX the rep called to let me know the accounts had been closed and they were sending the check to me that day. She said she would call with a tracking number which she did and the envelope arrived Friday, XX/XX/XXXX with XXXX check. 

The XXXX was that No closing bank statements were included, no breakdown of the checking and savings amount, and a simple sentence thanking me for my patience. There was also not XXXX word about the {$2000.00} cashier 's check I sent in and now I was angry. XXXX months to close the accounts that a person walking into a branch could close the same day. No breakdown or closing account statements. No response to the original cashier check I sent in for research. I called in Friday and complained and was told by the rep she would send a message to the processing team to investigate. In addition, I asked for access to the frozen account records as I needed the XXXX and XXXX account statements for income tax returns being put together. She said she would request them but could not turn on account access. 

The most shocking part of this was being told no employee in Estate Processing had an email contact nor did the department so there is no secured email or plain email communications possible. Another easy way to again delay personal representatives from providing missing documents or having any of follow-up capability other than calling in. Big banks like Chase are not consumer friendly and it disgusts me that it took over 2 months to finally get the checking and savings accounts closed and money in the estate bank account. I am still waiting for {$2000.00} check replacement too today.