Consumer complaint received 2020-11-09
Product: Checking or savings account — Other banking product or service
Issue: Closing an account — Can't close your account
Company: JPMORGAN CHASE & CO. (ID)

Complaint:
This complaint concerns my attempts to communicate with JP Morgan Chase Bank, N.A.. about the savings and checking account my late mother had with the company. 

My mother died on XX/XX/2020. In XXXX, I called Chase 's Service Center ( XXXX ) to inquire about the procedure for closing the account. I was told to visit a Chase bank branch office, but I live nearly 100 miles away from the nearest branch. Chase then gave me the address for the Chase Decedent Processing Group in XXXX XXXX, TX, and told me to write a letter detailing my mother 's personal details, her bank account details, my personal details and to include an original death certificate. On XX/XX/2020, I sent the required letter and documentation via USPS Certified Mail. According to USPS tracking, the package was delivered on XX/XX/2020. 

I never heard from Chase or the Decedent Processing Group. I subsequently called and left a voicemail explaining the situation with a specific request for a call back, but never received one. 

In XXXX, I called Chase 's Service Center again, and was told that, now, the only way to communicate with the Decedent Processing Group is by email. On XX/XX/2020, I sent an email to the email address provided ( XXXX ) explaining my multiple, unsuccessful attempts to communicate with the Decedent Processing Group and requesting a prompt reply. 

Later the same day, I received a secure email from JP Morgan Chase & Co. telling me to submit : An original or certified copy of the death certificate for the decedent ; Certification of Trust that Meets the States Statutory Requirements A notarized letter of instruction from the successor trust. 

There were no further instructions, nor any acknowledgment of my original letter and the fact that I had already sent a death certificate. 

I have since reached out again via JP Morgan Chase & Co. 's secure email system to request additional instructions. On XX/XX/2020, I received a reply with a Trust Certificate form attached that I should fill out. This form was not included in the original email I received on XX/XX/2020. 

I then sent two additional messages via the secure email system requesting clarification on the information requested in the form. The most recent email was on XX/XX/2020. I have not received a reply. 

Today, I have again called Chase 's Customer Service Center number ( XXXX ) to lodge a complaint and request help with remedying the situation. As I write this, I have been on hold for 1 hour and 9 minutes. 

Nearly four months have passed since my mother 's death. JP Morgan Chase is making it extremely difficult to process matters of estate, in spite of numerous good faith efforts on my behalf. I understand that the Covid-19 pandemic has created hurdles for businesses in a range of industries, but Chase is a major, well-established financial institution. The poor service and deplorable communication I have experienced is simply unconscionable.

Company response to consumer: Closed with explanation