Consumer complaint received 2026-06-09 00:00:00
Product: Checking or savings account — Savings account
Issue: Closing an account — Can't close your account
Company: JPMORGAN CHASE & CO.
State: SC

Complaint narrative:
Below is the history of my complaints against Chase Bank/JP Morgan . I am requesting the release all undisputed amounts to the Estate of my Mother and return deposits made by Social Security and the Veterans Administration after her death. I am specifically demanding that they release my sister 's Social Security and Veterans Disability payments immediately. I am her representative payee and they have unlawfully withheld these amounts since XXXX. -- -- -- -- -- -- -- -- -- -- -- -- -- -- XXXX : First, I want to thank you for your assistance today, and last week. Youve been very kind, professional and caring. My understanding is that Chase requires an additional XXXX business days to review the Probate court appointment documents that I proved to Chase on XX/XX/XXXX at a visit at the Chase Branch in XXXX XXXX that took approximate XXXX hours. This was after I visited the same branch the week before ( which also took about XXXX hours ) before being told that I didnt have the proper documents from Arizona and that they couldnt help me. They also refused to upload the documents I brought to them for review. Following that frustrating visit, I called Chase Customer Service, then spoke to estate services. Chase Estate services instructed me to go back to the branch to have the documents uploaded. We called the estate services from XXXX XXXX phone and they instructed her how to submit the documents. I was told I would receive the balance of the accounts in about a week. On XX/XX/XXXX of this yearwhen my mother was hospitalizedshe made me POA so that I could handle her financial affairs and take care of my XXXX sister. I took that POA to Chase bank ( XXXX XXXX, XXXX AZ ). I was told that they would send it to legal for professing. After my mother passed I went to that same branch in early XXXX who informed me that legal had declined my POA and that they couldnt do anything but lock my moms account. I was given no reason why they declined a lawful POA. Most of the current issues Im now dealing with stem from this unlawful action. I was concerned that a similar secret rejection may be happening. I called XXXX XXXX XXXX on our about XX/XX/XXXX to find out the status of the payment. I had significant difficulty understanding the customer service agent, but she indicated that the account was still frozen and that I would need some sort of letter from Social Security. I asked her to explain to me exactly the reasons she was denying release of funds and exactly what letter was required. She was unable to articulate an answer or describe my next steps. I ended the call. The following day, I decided to try your branch out. I stopped by in the early afternoon and waited about XXXX hours to speak with someone. When it looked like that wasnt going to happen, I made an appointment to speak with you the following day. We met up on XX/XX/XXXX at XXXX. I provided you the letters of appointment from the probate court, death certificate, proof of ID, and my moms ID. We also went over the account balances and I showed you the funds that were moved over to savings and requested that the amounts necessary to return funds to the XXXX XXXX and the social security administration were in my mothers savings account. Also, in my mothers savings account are my sisters social security and veterans payments from XXXX, which Chase has refused to release to me in addition to the undisputed balances of her savings and brokerage accounts. Ive been provided to written or oral communication from Chase justifying g the refusal to turn over undisputed amounts. Today, we met at XXXX XXXX. You spent around an hour and a half trying to receive answers from your back office. My understanding is that despite Chase having received the appropriate court documents on XX/XX/XXXX, Chase would need an additional XXXX business days to review the documents before they could XXXX ) release my sisters Social Security and XXXX benefits, XXXX ) release the undisputed amounts in checking and brokerage, and XXXX ) refund the appropriate amounts to social security and veterans. Based on the long delay, the hours and multiple visits I have spent with Chase, and the fact that numerous estate expenses can not be paid and have not been paid during the period these fund shave been froze, that Chase might expedite this matter. However, it appears that is not occurring. As I sit here, I still have no sense of when or if this will be resolved. Again, thank you for your assistance. I look forward to hearing from you on Monday.

Company response to consumer: Closed with explanation