Consumer complaint received 2024-12-27 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem accessing account
Company: JPMORGAN CHASE & CO.
State: WA

Complaint narrative:
In XX/XX/year>, I went to a Chase branch to update my name due to marriage. The name was changed on my personal checking account, personal savings account, and joint checking account with my husband. I received new debit cards reflecting the new name and my new name was on my personal checking account statement. 

On XX/XX/year>, I went to print our joint account statements for the past 2 years for my XXXX green card removal of conditions application, and I noticed that my name had not been updated on our joint account statements. I messaged the bank through the Chase app 's secure message portal to report this, and I received a message back on XX/XX/XXXX telling me I needed to go into a branch to get this fixed. I went to a branch on XX/XX/XXXX to attempt to get this fixed. An associate and the manager of the branch both assisted on the internal computer system and via phone with Chase 's head office to attempt to fix the problem, since apparently this is a very uncommon issue that neither of them had seen before. Normally, updating a customer 's name will not exclude an update on the monthly statements. After about an hour, the branch manager gave me her card and told me she would call me with updates since the problem could not be fixed at the branch level. 

On XX/XX/XXXX, I received a return call with an update from the branch manager, stating that she had confirmed that the matter was escalated. I informed the manager again that I need my name to be updated on our joint statements as evidence foXXXX XXXX XXXX and asked if she could provide me with a letter saying that Chase had neglected to update my name and it was their error. She told me she could not provide this. 

On XX/XX/XXXX, I received a voicemail message from a representative named XXXX, calling from the Branch Complaint and Escalations Department. No further information was provided other than a confirmation number for my complaint. I received another call from XXXX on XX/XX/XXXX, which I answered. XXXX informed me that Chase is unwilling to retroactively generate statements with my married name on them and that they also can not provide me with documentation showing that I changed my name or that it should have been updated in their system. I asked again for a letter like the one I requested from the branch manager and that request was also denied. She told me that I will have future statements with my married name on them, and I informed her via telephone that this is insufficient and unacceptable considering my name should have been updated when I changed it at the branch early in the year. 

If this were a matter of personal preference, I would understand not wanting to go through with changing the name on the statements. However, the joint account statements are one of the most important pieces of evidence for XXXXXXXX XXXX. I have been a loyal Chase customer for many years and fulfilled my part of the deal to update my name when it legally changed. Chase is being intentionally negligent and causing harm to my immigration case by refusing to cooperate.

Company response to consumer: Closed with explanation