Consumer complaint received 2024-11-07 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:
In XX/XX/year> my brother passed away suddenly in NY. I travelled to NY from XXXX and once arrangements were made and the funeral etc was over, I addressed his personal circumstances to include a visit to his bank. He was a client of Chase Bank and I visited the bank before returning to XXXX to tidy his affairs. As he didn't have a benefactor named on the account I was advised by XXXX XXXX, the Assistant VP that certain forms had to be completed and notarised and he instructed once we had everything to hand, he would submit them 30 days post my brothers date of death as per the requirements and arrange for the payment to be directed to the person I nominated on the account. 

More than 30 days passed and I contacted XXXX for an update, he replied on the XXXX XXXX to state Chase had inform me that the documents provided were not acceptable. The affidavit can not be notarized and signed until 30 days have passed from the date of death ( despite his instruction to me to do it while I was there ). Date of death XX/XX/XXXX and affidavit signed XX/XX/XXXX. Maybe XXXX- the nominated recipient can have a new affidavit signed and notarized. At this point I was back in XXXX but I arranged for this to happen and then we had to wait a further 30 days and then make many many calls to Chase regarding reimbursement. The full recipient details were put on the forms BUT Chase eventually sent out a cheque made payable to both myself and the nominated recipient that couldn't of course be lodged as neither of us held an account with both those names on them. Several lengthy stressful calls took place over the coming weeks at great cost to me from XXXX and each time different information was provided regarding the repayment. Chase couldn't reissue payment until their department had received the cheque back to their descendants department and cancel same, they wouldn't accept it from the branch. 
Many calls to the branch went unresponded to with the excuse that Chase couldn't make external calls so I had to keep calling, almost daily. Eventually I decided to send an email to the CEO of the bank, XXXX XXXX XXXX as follows Dear XXXX XXXX XXXX : XXXX ( account name and number witheld for the min ) On XXXX XX/XX/year>, I lost my only sibling unexpectedly, he was based in New York and was a Chase bank customer. On hearing the news, I immediately travelled from my home in XXXX to New York and over a period I arranged his funeral, cleared his apartment, and tidied up his affairs as much as I could before bringing him home to XXXX. 

One of the items on this list was to close his Chase bank account. I visited the branch at XXXX XXXX XXXX, NY and met with XXXX XXXX, Vice President, Chase Private Client Banker, who after a period, agreed to submit documentation to obtain the release of funds. As XXXX didnt have anyone nominated on the account, I was informed it would take 30 days for funds to be released. I completed all the necessary paperwork in the branch, provided the full identification copies requested for submission and had the documents notarised so they could be furnished to the Estates XXXX by XXXX XXXX once 30 days had passed from the date of death, as per his instruction. I also submitted a typed and signed letter of instruction, at XXXX request, as to how the funds were to be distributed assigning them to XXXX  in lieu of funeral expenses owed. It was clearly noted that I did not reside in the United States neither do I hold a bank account in the country. 

Once the 30 days had past, I reached out to XXXX who eventually informed me on XXXX XXXX, after I had tried contacting the bank more than XXXX times by phone and email, that the descendant team and reverted to him and the paperwork submitted was incorrectly dated and needed to be resubmitted, this time on a different form as well. At this point I had also tried reaching out to XXXX XXXX, branch XXXX by phone and email but heard nothing back. XXXX asked if he could contact XXXX  directly for him to complete the new form and sign it which I authorised. 

On XXXX XXXX funds still hadnt been received and I tried contacting the bank again to be advised by XXXX that he didnt have XXXX XXXX number to contact him. He informed me on the XXXX that he spoke to him and that a cheque had been issued from Chase made payable to both myself and XXXX total incompetence and it took 3 months for this action to occur. 

On XXXX XXXX, after several calls and emails to the branch I received an email from XXXX XXXX I missed you I've been out of the branch for a few days. I called Chase this XXXX and was inform they received all the paperwork to reissue the check but did nothing with it. They are working on it now and XXXX should have the check in XXXX business days. 

On the XXXX XXXX after not having success on the phone I sent another email to both XXXX and XXXX as follows - Hi XXXX, Its been XXXX weeks since my last email and we have still have not received funds or an update. I spoke with XXXX during your annual leave absence, and he assured me you would be in contact the following week. XXXX I have emailed you also and left messages at the bank. What is happening about these funds and why has it taken almost 4 months to have them released? Can one of you please contact me today with an update or a number I can reach someone else on in this regard. 


I made several other calls following that email and followed up again on the XXXX XXXX. At this point I checked out other departments within the bank and was provided details for the XXXX team directly where I eventually engaged with XXXX, XXXX of the supervisors. I explained everything that had happened to date, and she updated me on the situation at the bank regarding the funds confirming she would take over the role of following up and confirming everything to me. I had to get a new document signed and notarised and eventually over a period, she confirmed that everything necessary to complete the release had been received and funds should be issued within approx. XXXX working days. That was in XXXX, and we are still no further along. She did advise that correspondence had been issued to the branch at times, but nothing had been done from their end. 

In addition, she provided me with the branch complaints escalations team contact number and advised I follow through with a complaint. She said I should leave a message on the line with my contact details and that someone would revert to me within a few working days, and they had access to making international calls. I still havent heard from anyone on this team. 

On the XXXX XXXX I received the following email from XXXX XXXX XXXX I haven't forgotten you, I keep calling the deceased dept. and they are still working on it. Today they escalated to send out the check. They have received all the documents needed to process this transaction on XXXX. 

As of todays date, XXXX XX/XX/year> being more that XXXX weeks since XXXX passing, the monies have still to be released. This week alone I have spent over XXXX hours on the phone with the final call taking place yesterday evening where I eventually engaged with XXXX who informed me she will now look after the updates. The latest information I received, only because I phoned, is that the bank are now requesting a hand written letter from me instructing how the monies are to be dispersed. 

The whole situation has been ludicrous. I have dealt with banks and financial institutions around the world personally and on behalf of clients and never have I experienced anything like this. I am in a period of mourning but all I have been allowed to feel, as a direct result of the actions of the banking personnel, is frustration and anger. I have spent a small fortune on phone calls and hours of my time in trying to get this finalised. All along there is still a funeral debt outstanding to a third party which I am very angry about, I do not leave accounts unpaid. 

The banks Mission Statement below tells of great promises from the bank with this one promise standing out to me from the statement- To deliver exceptional client service might I say, you have failed... 

XXXX XXXX XXXX XXXX XXXXXXXX  Please confirm to me XXXX When funds will be issued in the sole name of XXXX  as instructed? 
XXXX What recourse do I have against Chase for my costs over the past XXXX weeks of a hellish nightmare? 

Many thanks in advance. 

Yours sincerely XXXX

Company response to consumer: Closed with explanation