Let me reiterate that Chase has horrible customer service in this area. When I called two days after my father's death to close his credit card--long before I had court papers appointing me as personal representative--they were happy to do so.
They also, without telling me, closed his checking account that had nearly $100,000 in it. When social security and his pension company attempted to recall direct deposits, the bank would not let them, and then tried to charge me a fee because of attempted drafts on a closed account. That was phone call #1, during which she told me she could not speak to me, only to the account holder who I told her several times was dead. She said to go to a branch, and I explained that there are none within 200 miles.
I finally hung up since she was unable and unwilling to help in any fashion. When I got the letters from the court, I called again--call #2. I was told to go into a branch. The closest one is 200 miles away.
I finally got an address to send all of the legal documents to them, which I did via overnight mail on the 17th. Their stated policy is 10 day turnaround. Call #3 was on day 11. They again said they could not talk to me again because I was not on the account.
I informed them that I sent them the court papers showing me as personal representative. I was told to go to a branch. I again said none within 200 miles and asked for a transfer to someone who could help me right now. That person was also unable to help me but finally gave me number for the Decedent Processing Group---but since they are in Texas, they were not open.
Call #4 to Texas: they finally found the account, and said it had just been started on the 26th. I told them wrong, it was sent via overnight mail and received on the 18th. She then gave me some line about the mailroom and scanning, to which I told her that their stated policy is 10 days and said nothing of that delay. She said it would be another 7-10 days to verify the documents and see if the account could be closed.
I asked if this could be done in a branch, and she said no---so why was I told twice to go to a branch?
This is one of many reasons I hate Chase and will never -- ever --have any relationship with them again. My advice: get a second name on every Chase account, and when the person dies, do not call them for any reason, write a check to take the account to $10 and then let the bank take as long as they want.
Product or Service Mentioned: Chase Bank Account.
Reason of review: Poor customer service.
Monetary Loss: $94000.
Preferred solution: Deliver product or service ordered.
Chase Bank Cons: Customer service and practices.
Location: Charlotte, North Carolina
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