Consumer complaint received 2025-06-09 00:00:00
Product: Money transfer, virtual currency, or money service — Money order, traveler's check or cashier's check
Issue: Lost or stolen money order — 
Company: JPMORGAN CHASE & CO.

Complaint narrative:
XXXX Chase bank sent me a check to XXXX with my last name misspelled and I could not cash it. I spent 9 months to get that check with the funds from my husband 's account. Since he passed away the last year. 
I requested the funds from my husband 's Chase account, which passed away in XX/XX/XXXX. Since I am in XXXX and can not enter the United States, I was told to the bank that the check could be sent to a trusted person in the United States, who could physically deliver it to me. However, after sending all the documentation they said at the begining and not receiving a clear response as to why the check delivery process wasn't moving forward, I contacted my lawyer to be properly informed of the process. The bank told me that the check had to be sent directly to XXXX and requested a notarized letter making this request, along with a certified translation and an apostille. These specifications were provided to me in XX/XX/XXXX through calls together with my lawyer to the Chase XXXX Department. I sent these documents and they arrived at the Chase offices on XX/XX/XXXX. I made many calls together with the lawyer until XX/XX/XXXX, when they confirmed that all the documents were in the system and were correct, so I just had to wait for the check to be issued and sent to XXXX. 
I called again on XX/XX/XXXX and they said that Chase had already sent the check to XXXX. On XX/XX/XXXX, I called again to request the check tracking number because it had not yet arrived in XXXX, but I did not have good reception and I wrote down the number wrong and I could not track it. 
Even so, they told me to wait untilthe end of XXXX, which was the maximum shipping time. 
However, since the check hadn't arrived, I called again on XX/XX/XXXX and got the tracking number. When I tracked the package, I realized it had been in customs for over XXXX weeks, so neither XXXX nor Chase informed me that they required additional information from customs to release the shipment. I contacted XXXX, and after providing the requested information, they sent the check to my home address. 
On XX/XX/XXXX, the check arrived at my home address, and I realized my last name was misspelled. Both on the XXXX package label and in the letter from the bank, it said " XXXX, '' which should be XXXX. So on Monday, XX/XX/XXXX, I called the bank to inform them of the error they had made and that I couldn't cash this check. They told me to call back in XXXX days for a solution. I called again on XX/XX/XXXX, and they told me the process involved requesting the forms for a new check, so I made this request over the phone. I called again on XX/XX/XXXX, and they told me everything was in order but it was still being processed. I called again on XX/XX/XXXX, and they told me the forms had been sent and everything was in order, that I should wait. I called again on XX/XX/XXXX, saying I still didn't know anything about the process. They informed me that I should wait for the forms, sign them, and return them by mail again. I mentioned that I was not happy with paying for the forms shipping to United States if it had been the bank 's mistake. The supervisor, XXXX, said there was no other solution and that they couldn't give me a tracking number. She didn't even tell me which shipping company had sentmethe documents, so I can't confirm whether they sent me the forms or not. 
I called again on XX/XX/XXXX, and they told me they didn't have a tracking number or any way to track the forms. They told me to wait until the end of the month, and if they still hadn't arrived, to call Chase again to see what they could do. 
I called again on XX/XX/XXXX, and they again told me they had no way to track these documents ; I could only request the forms again and wait for them to arrive this time. 
It is worth mentioning that I received other original documents on XX/XX/XXXX. That I had sent them to request the check. The shipment was made through XXXX and had a tracking number. I don't understand why they won't give me information to track the forms, since sometimes parcel carriers require additional information to release the packages. Otherwise, they can remain in warehouses for weeks, as happened with the check. 
Also I processed my husband 's account with XXXX XXXX Bank, so they also sent me documents from the United States, and they arrived in 7 days. 
So I don't just want to complain about how complicated the entire process is with Chase bank, since all information is sent physically and their shipments are extremely slow. I also want to address the employees ' incompetence in processing documents with sensitive information, such as a check of more than XXXX USD ( my check ) with the wrong name and the lack of supervision to corroborate the information entered with the information on the documents I sent. It's also worth mentioning that it's not possible for me to be denied information about document shipments, since they are international, and the shipping company XXXX request information from the recipient.

Company response to consumer: Closed with explanation