Consumer complaint received 2025-10-24 00:00:00
Product: Checking or savings account — Checking account
Issue: Closing an account — Can't close your account
Company: JPMORGAN CHASE & CO.
State: WA

Complaint narrative:
My husband died unexpectedly in XX/XX/XXXX. I was on my husband 's checking account. I have another primary account at another bank. I have been trying to close his account since XX/XX/XXXX, below shows a time line as above request : XXXX XXXX went to Chase bank XXXX XXXX XXXX washington XXXX request to close account. Explained husband passed and provided his death certificate. Bank teller said we need to have his safety deposit box drilled out since I did not have the keys. Was told she would have to reach out to the person that scheduled appt for that and would reach out to me to schedule. I agreed and left waiting for a call back to schedule a time. 

XXXX XXXX called Chase Bank to check status of appt. Was told they would send another email. 

XXXX XXXX called Chase bank to check status of appt to close security box, was told they would send another email. 

XXXX XXXX received a notice i was charged for security box. Called Chase and they said they would reverse charge. I inquired about the appt i was still waiting for. Was told an email would be sent and I would be called for an appt. 

XXXX XXXX called requesting an appt to have box drilled open to close account. Was told an email would be sent. 

XXXX XXXX called to check status of appt. Was told an email would be sent. 

XXXX XXXX called to check status of appt and was told an email would be sent. 

XXXX XXXX received notice I was charged for security box again, called Chase . They reversed charge again and would send another email to schedule another appointment to drill out box. 

XX/XX/XXXX XXXX was charged overdraft fee as was charged for security box. Called Chase again and was told it would be reversed. 

XXXX XXXX went in person to Chase as charge was not reversed. Was told that Chase bank now charges for security box. I explained again I have been trying to close this account for 3 years and no one will call me back to schedule the said needed appointment. Was told I could schedule an appt now. I asked why that option was not available the last 3 years, could not get an answer or explanation. So I scheduled an appt for XXXX at XXXX. I offered to pay the now overdraft fee at that time, was told I should wait, it would get reversed. Also the fee is supposed to be {$58.00}, but I was charged {$64.00} XXXX XXXX received a call that I did need to make that payment but would get refunded on XXXX after box was drilled open. I dropped off a payment tp the after hours box as directed. 

XXXX XXXX received call to confirm appt on XXXX. I confirmed. 

XXXX XXXX received call that appointment was canceled. I asked what happened and was told appt was just canceled. I said I need to get this taken care of today, I took time off of work to come and do this. I waited 3 years to schedule this appt. Said another email would sent to schedule. I asked why was able to schedule this appt in XXXX but could not do it now. Was told it's a process. I stated I was not told this before and asked why? Was told it's a process and I do not need to explain the process to you. I asked for her Supervisor number, was given and call disconnected. 

In 3 years was not offered any appt until XXXX of XXXX. 

Did not receive notice that there would now be a charge to Veteran 's security box. There was not a letter or any notification this was happening. On the statement dated XXXX of XXXX ( in closed ) states there a no charge. In overdraft letter addressed to only me there is an overdraft fee. I was unable to get clarification on that. 

Did not get an offer to sign up to agree to keep box if now being charged. 

And in the overdraft fee letters uploaded it only has MY name and not even my Husband, why? 

As this point do not have an appt and can not fully close acct.

Company response to consumer: Closed with explanation