Consumer complaint received 2025-01-27 00:00:00
Product: Checking or savings account — Savings account
Issue: Closing an account — Funds not received from closed account
Company: JPMORGAN CHASE & CO.
State: OH

Complaint narrative:
On Saturday XX/XX/XXXX I went into the XXXX Ohio branch of Chase Bank to close 3 bank accounts in my parents ' names. Both of my parents are deceased & I am the Administrator of my Mom 's Estate. They had 1 joint checking & 1 joint savings account. And there was another savings account just in my Dad 's name. My Dad passed away first & 2 months later my Mom did, both in XXXX. The checking had {$12.00} in it, Dad 's savings had {$86.00} & the joint savings had {$7000.00}. I was told it could take a week or so for the checks to get processed & didn't hear anything from Chase after that. The 2 smaller checks were dated Tuesday XX/XX/XXXX & I received them in the regular US Mail within a week of that date. Over the weekend, we found a XXXX " We missed you. '' tag on our front door dated Friday XX/XX/XXXX. I went online to track the package. Due to the timing & the origination location of the package being XXXX Ohio , I figured this was the larger check for the joint savings account. I also saw that it was supposed to be out for delivery again on Monday XX/XX/XXXX before XXXX. Since we both work during the day, my husband took off work & stayed home to wait for XXXX. They never came. When I got back online to track the package it just kept saying it was out for delivery, until Thursday XX/XX/XXXX when it said it was returning the package to the sender. The package was delivered & signed for by the sender at XXXX on Friday XX/XX/XXXX. On XX/XX/XXXX at XXXX I emailed the Private Client Banker at Chase that I had worked with to get the accounts closed regarding the situation & asked what my options were for receiving the {$7000.00} check. He called me in response on Monday XX/XX/XXXX at XXXX & said I would have to call Customer Service at XXXX. On Tuesday XX/XX/XXXX at XXXX I called Chase Customer Service & after explaining the situation was put through to their Estate Services Department . I explained the situation again & I was told I needed to go into the local Chase branch & complete a Lost Check Declaration form. I attempted to do just that around XXXX on Wednesday XX/XX/XXXX. Again at the XXXX Ohio Chase branch & with the same Private Client Banker that helped me with closing the accounts in the first place. The form requires the check #, amount, issuance date & the payable to information. Almost an hour & 3 phone calls later, the Banker had to " open a case '' with the Estate Services Department regarding the check # as no one was able to find it. He printed off the Lost Check Declaration form he'd been completing & had me go ahead & sign off on it so he could submit it as soon as he received the check # information. He gave me a copy of the form I'd signed & before I left I requested that he tell them to send the check by US Mail or to the XXXX Chase branch for me to pick up this time. He said he wasn't sure he could since there was no where on the form to indicate something like that. I explained that if they sent it by XXXX again, we would end up right back in the same situation because no one is home during the day. He said he'd do his best to relay the information. When I looked at the Lost Check Declaration form I noticed it was a stop payment & issue of a " Replacement '' check request, which makes no sense since the check was never lost in the first place, as far as I know. But I also noticed he'd typed in XX/XX/XXXX as the issuance date, which I didn't think was correct since the checks I'd received were dated XX/XX/XXXX. So I called him at XXXX Thursday XX/XX/XXXX & left a voicemail regarding my concern that the form didn't have the correct date on it. He called me back at XXXX that day & said he'd wait until he got the check # & verify the issuance date at that time. If that wasn't the correct date he would complete a new form & I would have to come back in to sign it. I asked how long it should be before we heard back regarding the check # & he said 3 to 5 days. It is Monday XX/XX/XXXX & I am still waiting to hear back regarding the check #, the issuance date or to have any resolution to receiving this check from Chase Bank.

Company response to consumer: Closed with explanation