Consumer complaint received 2025-11-21 00:00:00
Product: Checking or savings account — Other banking product or service
Issue: Managing an account — Funds not handled or disbursed as instructed
Company: JPMORGAN CHASE & CO.
State: KY

Complaint narrative:
Dates involved : Initial beneficiary setup call : XX/XX/year> Chase mailed beneficiary forms : XX/XX/year> My father passed away : XX/XX/year> Chase investigation completed : XX/XX/year> What happened : In XX/XX/year>, my father and I had a long call with Chases disability/special handling department because he could not visit a branch. During this call, Chase initiated the process to add me as the beneficiary on his checking and savings accounts, totaling approximately {$40000.00}. 

Chase mailed us the beneficiary designation forms. We completed the forms, my father signed them, and we mailed them back with copies of his identification exactly as instructed. Shortly after, I received a letter from Chase confirming the beneficiary designation had been completed for both checking and savings.

After my fathers death, Chase informed me they have : Proof the initial call took place Proof the beneficiary-setup request was initiated Proof the forms were mailed to us But they claim they have no record of the completed forms we returned, no scan of the signed documents, and no record of the confirmation letters they mailed to me. 

Without the beneficiary designation being recorded, the funds are now being treated as part of an estate that must go through probate, which materially changes the distribution of the funds and contradicts my fathers intent. 

What actions I took : Participated in the initial call Completed and returned the beneficiary forms Provided my fathers ID Received confirmation that the beneficiary was added Contacted Chase multiple times Spoke with their Executive Office Provided all information available Requested investigation and correction What actions the company took : Confirmed the call took place Confirmed the beneficiary process was initiated Confirmed the forms were mailed Stated they do not have the returned documents Stated they can not locate the confirmation letter they originally mailed Refused to correct the beneficiary designation or acknowledge their internal error Harm caused : Chases failure to process or retain the returned beneficiary forms has forced these funds into probate, altering the legal distribution and causing significant financial and emotional harm during the administration of my fathers affairs. At the time this process occurred, I had legal power of attorney for my father, and he authorized me to move the funds into my account during his lifetime. I chose not to do this because Chase told us the beneficiary designation was completed, and I relied on that confirmation. If Chase had not assured us that the beneficiary setup was finalized, I would have handled the funds differently as his POA. This makes Chases error directly responsible for the outcome and the financial harm Requested resolution : I am requesting that Chase honor the beneficiary designation my father initiated and completed, or provide appropriate remedy for the mishandling or loss of the completed beneficiary documentation.

Company response to consumer: Closed with explanation