Consumer complaint received 2024-06-24 00:00:00
Product: Checking or savings account — Checking account
Issue: Closing an account — Funds not received from closed account
Company: JPMORGAN CHASE & CO.

Complaint narrative:
Concerns : Prevarication by JP Morgan Chase Bank ( hereafter JPMC ) concerning the closure of a bank account and release of funds therein.

Timeline. 
On the XXXX XX/XX/XXXX my sister XXXX XXXX XXXX, XXXX XXXXXXXX XXXX XXXX XXXXXXXX, Florida passed away appointing me, XXXX XXXX XXXX, as Successor Trustee of her estate. 

My first contact with XXXX was on XX/XX/XXXX by letter informing them of my sisters attorneys contact details along with a request for account details. ( XXXX  XXXX ) I was informed by JPMC that in order to close and liquidate the account I needed to supply them with a XXXX Signature Guarantee but the JPMC offices in XXXX do not provide this service. 
After several international phone calls to JPMCs legal department I was asked to provide a letter of instruction, the original death certificate, Spanish identity documents and passport all duly Notarised.. 
These were duly sent to XXXX XXXX XXXX XXXX office in Texas along with a XXXX account number for transfer of funds. XXXX XXXX XXXX XXXX XXXX ) and were received by them on XXXX XX/XX/XXXX via XXXX. 
Meanwhile I learned while phoning XXXX of their agent operatives that JPMC would not do wire transfers in this case but provide a cheque for the amount in question. I added my written agreement as an addenda to the notarised documents. ( annex XXXX ) On the XXXX of XXXX, not having received any contact from JPMC ( they dont use e-mail apparently ) I phoned to see if my instructions were being processed. I was told the process could take up to 45 working days. Meanwhile JPMC sent two letters to my sisters attorney, XXXX XXXX, requesting the very notarised information I had already provided! 
I phoned to query this request and was told to ignore it as they had indeed received my correspondence. 

Both I and my sisters attorney required either the death balance or the relevant XXXX form. As JPMCs operatives do not give information over the phone ( despite a rigorous vetting procedure ) I sent two letters requesting this information. The death balance was sent to me by post from the XXXX. My sisters attorney has not received the XXXX. 

On the XXXX of XXXX the notarised documents were returned to me via XXXX. Since then I have phoned JPMC several times for an update on the proceedings. Each time I have been given contradictory information by the JPMC agents. At first I was told it would take 45 working days then that it was pending but would be escalated. On another subsequent occasion the XXXX of XXXX I was told it would take yet another XXXX working days. ( XX/XX/XXXX at the latest ) That time came and went for me to be told when I phoned on the XXXX of XXXX that it would take yet another XXXX working days! 
I told them during this last call on the XXXX of XXXX that I would no longer tolerate this and if I was not in receipt of the cheque within the next XXXX weeks I would make an official complaint. 

I hope you agree that JPMCs obstruction and procrastination are cause for concern. 
Thank you.

Company response to consumer: Closed with explanation