Consumer complaint received 2026-03-10 00:00:00
Product: Checking or savings account — Checking account
Issue: Problem caused by your funds being low — Bounced checks or returned payments
Company: JPMORGAN CHASE & CO.
State: TX

Complaint narrative:
I am submitting this urgent complaint to request assistance regarding a serious banking error and the continued withholding of funds by JPMorgan Chase Bank that has caused severe financial hardship following the death of my husband. My name is XXXX XXXX, surviving spouse of XXXX XXXX. My late husband owned a small business named XXXX XXXX XXXX XXXX. Our business checking account with Chase Bank is Account XXXX : XXXX. In XX/XX/XXXX, my husband and I went in person to the Chase branch located at XXXX XXXX XXXX XXXX XXXX in XXXX, XXXX to meet with a business banker named XXXX XXXX. We specifically requested that I be added as a co-owner on the business checking account so that I would have full ownership and access to the account if anything happened to my husband. XXXX XXXX had us complete paperwork and assured us that the account had been properly updated. Based on his representation, we believed the account ownership had been correctly changed. I also have a voicemail recording from XXXX XXXX confirming that the account had been set up, which further reinforced our understanding that everything had been completed properly. Unfortunately, my husband passed away on XX/XX/XXXX. After his passing, I discovered that the bank had not actually added me as a co-owner of the account. Instead, I had only been listed as an authorized signer. As a result, Chase Bank immediately froze the account and denied me access to the business funds. This situation has been devastating. The funds in this account represent the operating funds for our family business and the income that my husband and I relied on. Because the bank failed to correctly process the ownership change that we specifically requested, I am now unable to access the money needed to support myself, pay bills, or even hire a probate attorney. I filed a formal complaint with the Chase XXXX XXXX, and the bank opened XXXX XXXX XXXX. Chase has acknowledged that they are investigating the branch error regarding how the account was set up. However, despite acknowledging that the situation is under investigation, the bank continues to refuse to release any funds and insists that I obtain probate documentation first. This places me in an impossible position. I can not hire a probate attorney because the bank has frozen the funds that would allow me to pay for one. Meanwhile, the bank continues to delay resolution of the internal investigation into the error made by their employee. Additional concerns that I have raised with the bank include : Evidence that the banker verbally confirmed the account setup via voicemail Documentation showing that my husband and I specifically requested co-ownership Multiple public customer complaints and negative reviews regarding the same branch and the same business banker involved in this situation The history of our account clearly shows responsible and proper banking conduct. My husband and I maintained this account in good standing at all times with no overdrafts, no returned checks, and no negative activity. The only reason I am unable to access these funds today is because the bank failed to properly process the ownership change that we requested in person. This error has turned my life upside down. I am grieving the loss of my husband while also being placed in severe financial distress due to the banks actions. I respectfully request that the Consumer Financial Protection Bureau review this matter and assist in requiring JPMorgan Chase Bank to : 1. Complete their investigation into the branch error immediately 2. Correct the account ownership issue that resulted from the banks failure to process the requested change 3. Provide access to the funds necessary to stabilize my financial situation 4. Provide a clear written explanation of how this error occurred This situation has created extreme hardship for me as a surviving spouse and small business owner, and I urgently need assistance in resolving this matter. Thank you for your time and attention to this complaint. I appreciate any assistance your office can provide in helping bring this matter to a fair and timely resolution.The chase bank where the issue started at was the bank located at XXXX XXXX XXXX XXXX XXXX in XXXX, XXXX I have uploaded the recording of the banker stating that the account was set up and i also uploaded bad reviews about the bank Sincerely, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXX Phone : XXXX Email : XXXX XXXX

Company response to consumer: Closed with explanation