Consumer complaint received 2024-06-11 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Funds not handled or disbursed as instructed
Company: JPMORGAN CHASE & CO.
State: IL

Complaint narrative:
From XXXX to XXXX, I was my mother 's XXXX  and now the executor of her estate. 

My sister had also got herself a XXXX  and In XXXX my mother found that my sister was taking money from her account without her permission. 

On XXXX XXXX, XXXX my mother revoked both her POA and mine with Chase Bank. It is written in BIG RED LETTERS on her account. 

No problems until XXXX, the year my mother passed. On XXXX XXXX, XXXX, although her XXXX  was revoked, my sister was able to come into Chase Bank and remove {$9000.00} for herself. She was able to do this with her simple ID at the counter regardless of the XXXX revocation in big red letters on the account. Also, no communication with my mother over the amount of this transaction. Never in the years my mother was a customer, did she ever take out that sum of money. 

In XXXX, XXXX, after speaking with my mom, I went into Chase Bank in XXXX, Illinois and warned them that she may do something like this again and they had better not pay her. At this point, I had my mother 's debit card, had been appointed her XXXX XXXX XXXX as well as her pension XXXX. But it wasn't fast enough because on XX/XX/XXXX, Chase, once again, allowed the REVOKED POA to this time cash a check she wrote and signed as my mother. They called it white-washing a check. Chase claimed they would investigate and asked me to file a police report, which I did. Their response to me was some lame, " you didn't tell us in 30 days '' although I told them even before it happened. There was ZERO investigation and they refused to speak about the fact that in BIG RED LETTERS, was the instruction that the person who took out the money had a REVOKED XXXX. 

In XXXX. XXXX someone allowed my REVOKED XXXX  sister to add her name to the account as XXXX. This is gross negligence and no investigation into anything. 

As executor of my mom 's estate, I went to a Chase Bank close to me and they gave me a copy of the history of the account and the BIG RED LETTER comment informing their reps. that this XXXX  was revoked. I want Chase Bank to pay back the {$18000.00} they gave away to my REVOKED XXXX  sister. It was their negligence, and non- investigation that allowed these funds to be stolen, not once, but twice, from the account. Nobody investigated the fake signature on the white-washed check. It was Chase Bank 's responsibility to return the funds back in XXXX, when it was first discovered. But they didn't. So, now that I have their communication, I want that money returned. 

Also, Chase has all my information as XXXX and did return the funds that were left in my mom 's account. But they seem to have a problem taking accountability for the fraud they allowed to occur by a REVOKED XXXX. They " escalated '' me to the Executive Office which does not respond. XXXX, the woman who was working on my case told me point blank that Chase " Railroaded '' her from being able to get my information so we could go no further. 

Next, I went into the XXXX XXXX, IL Chase branch, where my mother began her account and worked with both the personal banker, XXXX and the manager, XXXX. They called Executive services and found XXXX, the representative, who told them point blank that Chase would not allow her to see any of my mother 's information from XXXX until XXXX. There was nothing more they claimed they could do and simply left a message for a Manager at Executive Services to call me, which Chase Bank guarantees will happen to 24 to 48 hours later. It's been more than a week and nobody has bothered to call. It's been a year and a half since Chase allowed the funds to be stolen and haven't returned them. 

I need your assistance. This " railroading '' which is exactly what it is and NO INVESTIGATION should not be allowed and should be illegal.

Company response to consumer: Closed with explanation