Consumer complaint received 2025-02-23 00:00:00
Product: Checking or savings account — Checking account
Issue: Closing an account — Funds not received from closed account
Company: JPMORGAN CHASE & CO.
State: NC

Complaint narrative:
I am writing to formally escalate the ongoing issue with the release of funeral funds for the mother of XXXX XXXX. This situation has been handled with repeated negligence, miscommunication, and delays by XXXX, directly impacting my business, XXXX XXXX XXXX XXXX XXXX XXXX XXXX, and the grieving XXXX family. 

Most egregiously, on Thursday, XX/XX/XXXX, a XXXX XXXX contacted me and stated that the reason XXXX was requesting documents was to verify that XXXX XXXX was not deceased. This explanation makes absolutely no sense. XXXX has been seeking check verification for months, yet now claims the only concern was confirming that XXXX XXXX is alive? This contradicts XXXX  own actionsChase representatives have spoken directly with XXXX XXXX, and XXXX has also verified the check with the issuing insurance company while XXXX XXXX was on the line. Furthermore, a XXXX representative falsely claimed that she had explained this reasoning in a prior phone call, which is simply untrue. If XXXX reviews the recorded call, it will confirm that she did not state this. 

What was actually said in our previous conversation was that XXXX needed documents to verify that XXXX XXXX was overseeing his mothers estate. However, XXXX has always understood that XXXX XXXX is the beneficiary of his mothers life insurance policy, and as such, estate executorship is irrelevant. You do not need to be the executor of an estate to be a life insurance beneficiary. The continued misrepresentation of facts and ever-changing requirements are not only unethical but are causing unnecessary distress in an already painful situation. 

Additionally, XXXX  latest responseoffering to return the check to the insurance companyis both insulting and unacceptable. We have been requesting this since XX/XX/XXXX, and Chase refused at that time. Now, after XXXX months of delays and while XXXX XXXX remains have been held in my care, XXXX suddenly presents this as a solution? This is a complete failure of accountability, urgency, and respect. 

Critical Issues That Require XXXX XXXX : XXXX. Repeated XXXX of XXXX Processes Chase initially required physical document submission at a branch. I complied, yet XXXX misplaced the documents. 

After weeks of back-and-forth, I was instructed to email the documents to Chase XXXX, which XXXX XXXX. 

Now, Chase has again changed the process, stating that only phone verification is required. 

XXXX. Inconsistent and Contradictory Explanations Chase falsely claimed that the only concern was proving XXXX XXXX was not deceased. 

Chase had already spoken with XXXX XXXX directly and verified the check with the issuing insurance company. 

Previous explanations centered around verifying XXXX XXXX as estate executor, which is irrelevant to his status as a life insurance beneficiary. 

XXXX. Severe Business and Humanitarian Impact The XXXX family has been unable to lay their loved one to rest due to XXXX  ongoing delays. 

My funeral homes reputation is suffering as a result of XXXX mismanagement. 

This is not just a financial issueit is a human tragedy that Chase continues to prolong.

Company response to consumer: Closed with explanation