Consumer complaint received 2026-03-23 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem accessing account
Company: JPMORGAN CHASE & CO.
State: TX

Complaint narrative:
My name is XXXX XXXX, surviving spouse of XXXX XXXX and representative of our family business, XXXX XXXX XXXX XXXX. The account at issue is Business Checking Account XXXX XXXXXXXX. The Executive Office assigned Case Number XXXX - XXXX In XX/XX/XXXX, my husband and I visited the Chase branch located at XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Texas and specifically requested that I be added as a co-owner on the business account. We were presented with multiple documents to review and sign and were assured by the banker that the account had been properly updated. I also possess a voicemail recording confirming that the account setup was completed. Following my husbands passing on XX/XX/XXXX, I discovered that the account had not been updated as requested and that I had been listed only as an authorized signer. As a result, the account was immediately frozen, and I have been denied access to the funds necessary to maintain my financial obligations and business operations. I promptly filed a complaint with the Executive Office and fully cooperated with the investigation by providing all requested documentation, correspondence, and recordings. However, the handling of this matter has been unacceptable. I have been informed that the bank is unable to locate the full set of documents that were signed during the account ownership update process. The bank claims to possess only a single document bearing my signature, which does not reflect the documents I recall executing at the branch. This raises serious concerns regarding : The handling and retention of signed banking documents The accuracy and integrity of account setup procedures Whether the bank properly processed the ownership change request Whether critical documentation has been lost, mishandled, or not properly recorded In addition, the Executive Office has failed to properly investigate or communicate regarding this matter. I was assigned representatives, including most recently XXXX, who failed to follow up, provide updates, or conduct a meaningful investigation despite my repeated attempts to obtain information. I have sent multiple emails and letters with little to no response. The lack of communication, combined with the failure to resolve a matter involving missing signed documents and restricted funds, reflects a breakdown in both customer handling and internal controls. The continued freezing of the account while the bank investigates its own internal error has caused severe financial hardship. I have been unable to pay bills, manage business obligations, or access funds necessary to move forward with probate and legal matters. Given the seriousness of these issues, I am formally demanding the following : XXXX. Immediate escalation and review by XXXX XXXX regarding the handling and retention of account documentation XXXX. A full accounting and production of all documents related to the XX/XX/XXXX account ownership request XXXX. A written explanation of why the bank is unable to produce the complete set of signed documents XXXX. Immediate review of the continued restriction of funds in light of the banks acknowledged error and ongoing investigation XXXX. A clear and definitive plan for resolution Please be advised that due to the banks failure to resolve this matter, I am preparing to initiate legal action and represent myself in pursuing all available remedies. I am also escalating this matter to federal and state regulatory agencies to ensure a full and independent review. I request a written response within the stated timeframe. Sincerely, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX or XXXX XXXX, XXXX XXXX

Company response to consumer: Closed with explanation