Consumer complaint received 2026-04-27 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: JPMORGAN CHASE & CO.
State: MI

Complaint narrative:
This complaint is submitted as a follow-up to CFPB Case # XXXX, which was closed after the company provided a response that did not address the core issues. The central issue remains unresolved : despite repeated requests over a period exceeding nine months, Chase has failed to provide any documentation demonstrating what trust-related documents were submitted, when they were submitted, to whom they were submitted, or what determinations were made. Prior to the closing of a property sale on XX/XX/year>, Chase requested and received specific documentation, including an attorney opinion letter prepared at their request. I was explicitly informed by a Chase representative that the documentation was sufficient and that the transaction could proceed. Based on these representations, the closing occurred and funds in excess of {$500000.00} were wired into a Chase account. Immediately thereafter, Chase reversed its position and denied access to the funds, asserting that additional requirementsspecifically probatewere necessary. This directly contradicts prior representations and occurred without any documented explanation or notice of deficiency. Since that time, I have made more than ten requests, including through the Executive Office, for the following : Documentation confirming what was submitted and processed Dates and timestamps of submission and review Identification of the department or individuals responsible for review Written explanation of any rejection or deficiency To date, none of this information has been provided. I was explicitly told by a branch manager that such documentation is not retained, which raises serious concerns regarding compliance, internal controls, and transparency. I have also submitted a formal written demand letter requesting this information and a substantive explanation. That demand has not been meaningfully addressed. This complaint is not simply about access to fundsit concerns the companys failure to provide basic documentation, failure to explain contradictory actions, and failure to respond to repeated, reasonable requests for information necessary for me to fulfill my fiduciary duties as Trustee. Requested Resolution : I am requesting that Chase provide : Written documentation of all trust-related submissions, including dates, recipients, and internal routing Documentation of any review, approval, or rejection, including the basis for such determinations A written explanation reconciling the prior approval to proceed with closing and the subsequent denial of access to funds Confirmation of whether required documentation was ever submitted internally, and if not, why the closing was permitted to proceed Immediate steps toward resolution of access to the funds I am also requesting that this matter be reviewed for compliance with applicable regulatory requirements regarding documentation retention, transparency, and fair handling of fiduciary accounts.

Company response to consumer: Closed with explanation