ComplaintsforJPMorgan Chase Bank, National Association

Mortgage Lenders

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Initial Complaint
07/15/2024
Complaint Type:
Billing Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
1. *************** Policy Purchase:On June 18, Chase purchased a new flood insurance policy that is over double the cost of my original policy, covering my home for $150,000, which is less than the previously insured $170,000 and Chase's own appraisal value of $172,000. This action was taken almost two weeks after I communicated my concerns via email, which Chase ignored.2. Escrow Mismanagement:Chase has been inconsistent with my escrow since taking over my mortgage, leading to increased costs and financial stress. I find it difficult at this point to trust the amount allocated to my escrow as analyzed by Chase.3. Breach of Fiduciary Duty:By not reinstating my original flood policy and forcing me into a more expensive, less beneficial policy, Chase has breached its fiduciary duty. This includes refusing to obtain the policy page from the insurer to make payment, despite immediate response to their notice.4. Lack of Communication and Transparency:Communication ceased after my request to reinstate the original policy. Chase failed to inform me of their actions, resulting in unexpected changes to my account and increased monthly payments by 10% from $912 to $1,012.5. Financial Hardship:I have communicated my extreme financial hardship to Chase on multiple occasions. However, Chase has continued to increase my financial burden, pushing me further into insolvency instead of providing assistance. My mortgage payment increases have caused significant distress, particularly while dealing with personal family matters, including the death of my brother and the care of my fragile parents.6. Negligence and Potential Racketeering:The process Chase has followed reeks of racketeering against borrowers. Expecting me to act as the intermediary rather than contacting my existing flood insurance directly defeats the purpose of escrow. It seems Chase may have a partnership with the flood insurance company they switched me to without my consent, given the circumstances.
Business response
07/24/2024
From: ************************ <***************************************>
Date: Wed, Jul 24, 2024 at 3:35 PM
Subject: ***************** BBB Complaint ID ********
To: *************************************** <**************************************************>
Cc: ********************************************************************************************************************************** afternoon:

We are still researching the customers complaint and request an additional 10 days to complete our research.

Thank you,

***********************| Business Analyst - Chase **************** Letter Review Team | Chase | **************************************************************************************** |Email: ***************************************
Business response
07/29/2024
We responded to our customer's concerns. To protect our customer's privacy, we are not providing you with any details of our resolution. Our customer may use their discretion in sharing our response directly with you.
Customer response
08/05/2024
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 21992309

I am rejecting this response because:
The company states it reached out to me, but I have not received any letter, neither mail or email.
This is actually concerning as Chase responded through the **** portal, but not through BBB. I wonder why they would do that unless they know they're guilty of the fiduciary duty claimed ??
The following is the response I provided on the **** portal:
The response completely ignores the breach of fiduciary duty which is the most major concern. Chase has not provided any explanation for why the lender provided flood insurance was doubled from 773 to 1600 nor why the coverage is for 20k less than the original policy (and Chase's own property assessment of 170k).

Additionally, I have not received any form of written communication, whether email or mail from Chase regarding this complaint. My insurance agency states they never received the calls about obtaining a renewal request. Regardless, the agency is just a third party as the insurance was provided through FEMAs own National *************** Program.

Chase is continually proving time and time again a lack of work/moral ethics. It is clear there is racketeering going on with their "lender provided insurance." I live in a desert that receives virtually no rain. Even when it flooded in town last year, my property wasn't even close to any standing pools of water, or otherwise negatively impacted in any way. In no world does it make sense for my lender to cancel my federal policy to buy one for double the price through their own company and cover me for 150k (20k less than the bank's own assessed value of over 170k). It also reeks that my property insurance is less than 800 a year but now my flood policy is double that as well.

Chase is purposely not addressing all of my claims because it knows how serious the breach of fiduciary duty is, especially with regard to the fact that the flood insurance program they changed me to is their own.

Finally, it is extremely concerning and telling that Chase does not communicate to these serious allegations outside of phone calls. Matters as serious as these require WRITTEN documentation; thus Chase must be cognizant of its own guilt, since it is unable to put pertinent communications in some reviewable form.
Regards,

***** Nomat
Initial Complaint
06/30/2024
Complaint Type:
Billing Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I had a HELOC with Chase that was tied to a Chase checking account for automatic withdrawals. Everything was fine for 20 years, but last year Chase froze the checking account and did not notify me. Due to this my loan was reported to the credit bureaus as past due for the months of Jul, Aug, Sep, and Oct which ruined my credit. I have been trying since October to get Chase to correct my credit report as the issue was through no fault of my own. Despite numerous calls, faxes, and letters to Chase no can even tell me why the account was frozen, and refuse to make corrections for their mistake.If needed, I can provide the address and account number tied to the ******
Business response
07/16/2024
**********************;
Wed, Jul 10, 4:07 PM (6 days ago)
to me, *******

Good afternoon:

We are still researching the customers complaint and request an additional 10 days to complete our research.

Thank you,

***********************| Business Analyst - Chase **************** Letter Review Team | Chase | ************************| ********, *********; ***** |Email: ***************************************
Business response
07/22/2024
We responded to our customer's concerns. To protect their privacy,we are not providing you with any details of our resolution. Our customer may use their discretion in sharing our response directly with you.
Customer response
07/27/2024
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 21923186

I am rejecting this response because: Chase is still refusing to correct my credit report. Their current story is that my checking account ending in 2218 was placed into an inactive status on November 2, 2022. Deposits were made to this account on a monthly basis, and my home loan payments were automatically deducted from this account on a monthly basis, so if it was placed in an inactive status it was due to an error by Chase.
I have attached the letter I received from Chase that they did not wish to share with the BBB because they know they are in the wrong and are hoping that I will drop this.

Regards,

*******************
Initial Complaint
06/25/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
We are writing to complain about a loan closing date problem with our mortgage lender. Our supposed loan-closing date was 5/8, but it didn't close; we were asked to return the following day for the closing. We are yet to receive our reimbursement, as it is supposed by the advertised stipulation clause on their website, because the holdup in our closing was not our fault and cost us a great deal of inconvenience with our family and our moving plans. According to their website, when you buy a new home or an investment property, you can be eligible for their Chase Closing Guarantee, which provides an on-time closing, or they'll pay you $20,000. We believe we are qualified and would like to seek help sorting out this matter.
Business response
07/08/2024
From: ************************ <**************************************************>
Date: Fri, Jul 5, 2024 at 3:45 PM
Subject: **************************** BBB Complaint ID ********
To: *************************************** <**************************************************>
Cc: ********************************************************************************************************************************** afternoon:

We are still researching the customers complaint and request an additional 10 days to complete our research.

Thank you,

***********************| Business Analyst - Chase **************** Letter Review Team | Chase | ************************| ********, *********; ***** |Email: **************************************************

This message is confidential and subject to terms at: ****************************************************** including on confidential, privileged or legal entity information, malicious content and monitoring of electronic messages. If you are not the intended recipient, please delete this message and notify the sender immediately. Any unauthorized use is strictly prohibited.

--
***************************************
Senior Dispute Resolution Consultant
BBB Serving ************
*********************
bbb.org
Business response
07/09/2024
We responded to our customer's concerns by letter. To protect their privacy, we are not providing you with any details of our resolution. Our customer may use their discretion in sharing our response directly with you.
Initial Complaint
06/25/2024
Complaint Type:
Customer Service Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
In about 2006 I had a HELOC with Chase, which I believe was paid off. Regardless, when the recession hit and everyone quit payment me, I filed bankruptcy and my loan(s) were discharged. They say I owe $250.00 on a line of credit that was $54,000 and which I believe was paid off anyway. Their "bill" correctly notes that the debt was (DISCHARGED) yet they are demanding payment for $250.00, thirteen years later. The discharge was in 2011! This is apparently an unethical attempt to rope me in to acknowledging the debt by trying to secure a payment, for which they did attach a payment coupon at the bottom of their bill with the amount of $250.00 which they allege is due and owing. I believe I have had a chase bank account since the discharge and a chase credit card. Recently, my elderly mother added me to her bank accounts at chase and this was when their "bills" started to arrive. I asked the bank about it when I went in with my mother, but she (bank worker) didn't know anything about it and I am not going to contact chase directly because they are apparently trying to get me to acknowledge the debt and begin paying on it. This seems to be very unethical and I believe the Attorney General needs to be advised. My mom is 93 and I will be 60 in August. I am not sure if that is one or two senior citizens they are trying to harass and scare and intimidate into paying. I DO NOT ACKNOWLEDGE THIS AS DEBT!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!! I am attaching redacted copies of my discharge and their bill. I can provide original un-redacted copies but I do not want my personal information to be available to the public. Please do NOT kick my complaint as the public needs to be aware of these tactics and i have removed the request for payment for my time. My requested resolution of them acknowledging no debt owing and to stop contacting me should fit BBB's requirements for resolution.
Business response
07/24/2024
We responded to our customer's concerns. To protect our customer's privacy, we are not providing you with any details of our resolution. Our customer may use their discretion in sharing our response directly with you.
Customer response
07/24/2024
I am rejecting this response because:
CHASE has sent a communication in which Chase acknowledges that the undersigned consumer filed for Chapter 7 Bankruptcy protection on July 19, 2011, but didn’t reaffirm the HELOC before the bankruptcy was discharged on December 22, 2011. As a result, they say the consumer had no personal obligation to make payments; however, Chase says it retained their interest in "your" home as collateral for the HELOC. However, the home, I believe, was secured by a CHASE MORTGAGE!! Chase repossessed said home, upon which I placed some $120,000 down and which was left in good condition. Chase knew or should have known that it possessed the very property upon which the HELOC was placed. Chase acknowledges that this HELOC never was used. Chase, being the mortgagor and HELOC issuer had superior knowledge that said home had been repossessed by Chase, which incidentally, though I was promised cash for keys and paid out for mediation through the State of Nevada, never came into fruition. Chase acting like it didn’t know what was going on with the home is ironically both comical and sad. CHASE states that the draw period of the HELOC ended in August 2017. . . . and they confirm that a block was placed on the HELOC in May 2008, due to market conditions. Their excuse that because of the block this stopped any advances to be made on the HELOC as well as any service fees, but after the Chapter 7 Bankruptcy protection on July 19, 2011, the block was removed on July 26, 2011. They are saying that this caused the annual service fee started to be charged to the HELOC. What I want to know is WHY on EARTH would Chase put a block on an open line of credit and NOT inform me? WHY on EARTH would Chase then remove a block on an allegedly open line of credit AFTER the mortgagee had vacated the premises and filed for bankruptcy? WHY on EARTH would Chase then commence an annual service fee for a debt that was noticed in a Bankruptcy? This seems like it is straight from Alice in Wonderland. CHASE says that they were not reporting the HELOC activity on my credit report and because the chapter 7 Bankruptcy is more than seven years ago they are not reporting the actual HELOC account on my credit report. If Chase did ANYTHING to my now pristine credit, there WILL be all lawful actions taken to remedy any and all possible ramifications. CHASE says that because the property was used as collateral to secure the HELOC, I was required to inform them to close the HELOC and pay the recording fee of $42; however, Chase was informed of the Bankruptcy Chapter 7 proceedings. Any alleged debt was DISCHARGED in BANKRUPTCY (as Chase correctly notes), so any “recording fee” would be on Chase, not the alleged debtor. CHASE admits that they sent the enclosed payoff quote on June 30, 2024, with the amount needed to pay off the HELOC in full, but only now acknowledges attempting to collect a debt discharged in Bankruptcy. CHASE tried to posit that it was determined that upon filing the Chapter 7 Bankruptcy, the block was supposed to remain on the HELOC to avoid advances and the annual service fees from being charged for $50; however, again Chase only now acknowledges that they believe they should not have removed whatever “block” they say they put on the fees. It took two (2) complaints for them to figure this out. CHASE concludes that for all those "excuses" they waived the total annual service fees for $250 that was charged on the HELOC and closed the HELOC and waived the recording fee for $42. HOW MANY OTHER CONSUMERS HAVE YOU TRIED TO BULLY INTO PAYING DEBT WHICH NEVER EXISTED? WHY DID YOU ONLY START CONTACTING ME AFTER MY 93 YEAR OLD MOTHER PUT MY NAME ON HER CHASE ACCOUNT? CHASE HAD MY ADDRESS FROM A BANK ACCOUNT AND CREDIT CARD I HAD WITH THEM IN APPROX. 2014, YET THEY DID NOT CONTACT ME. ADMIT IT, THIS APPEARS TO BE NOTHING MORE THAN A “SHAKE DOWN” OF CHASE TO RECOVER A NON-EXISTENT DEBT SOME 13 YEARS AFTER A DISCHARGE IN BANKRUPTCY. CHASE SHOULD BE ASHAMED OF IT’S ACTIONS!!!! I HOPE OTHER INNOCENT CONSUMERS COME FORWARD.
Regards,

****
Initial Complaint
06/25/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I received a letter from chase bank in regards to my deceased parents for their mortgage stating threat they owed them 1100 dollars I have provided them all documents showing I am the excutor of the will provided death certificates I went in the branch and this was escalated to their branch complaint department I have had no resolution in a month they will not call me back when I ask I have talked to my case manager once
Business response
06/27/2024
We responded to our customer's concerns. To protect their privacy, we are not providing you with any details of our resolution. Our customer may use their discretion in sharing our response directly with you.
Customer response
07/05/2024
Resolved
Initial Complaint
06/15/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Refund requested $58.76.01-05-2024: I had a Home Loan from Chase Home Lending (CHL). I paid a prepaid interest.01-17-2024: I deposited $150,000 towards the principal of $350,000.01-18-2024: Loan Balance $200,000. I deposited another $150,000 towards the principal.01-19-2024: Loan Balance $50,000 01-20-2024: Loan Balance. Attachment starting with 04-16-2024 contains all these details.CHL's response is in attachment starting with 05-21-2024. My response to that is the file starting with 06-02-2024.
Business response
06/26/2024
We responded to our customer's concerns. To protect their privacy, we are not providing you with any details of our resolution. Our customer may use their discretion in sharing our response directly with you.
Customer response
07/08/2024
From: *********************** <*******************>
Date: Wed, Jul 3, 2024 at 1:07 PM
Subject: Complaint ID: ********
To: <*******************************************>

Namaste!

Dear Sir/*****,

I tried to attach a copy of the voice-mail through my Yahoo email, and it would't send it.

So, I am attaching it through my gmail email address.

Very many thanks.

*********************************************
Initial Complaint
05/27/2024
Complaint Type:
Billing Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Paid escrow in full at the beginning of the year. The bank made a clerical error by applying it to principal instead. I tried 12 different times to call them and couldn't get past automated teller to talk to human being. Finally I had to go up to the bank to talk to a person about the error they made. They told me they would charge me $156 to correct their error. All payments are current and up to date but they are now trying to say that I am behind one payment plus fees.
Business response
06/06/2024
On Thu, Jun 6, 2024 at 3:20 PM ************************ <***************************************> wrote:
Good afternoon:

We are still researching the customers complaint and request an additional 10 days to complete our research.

Thank you,

***********************| Business Analyst - Chase **************** Letter Review Team | Chase | ************************| ********, *********; ***** |Email: ***************************************
Business response
06/13/2024
We responded to our customer's concerns. To protect our customer's privacy, we are not providing you with any details of our resolution. Our customer may use their discretion in sharing our response directly with you.
Initial Complaint
05/22/2024
Complaint Type:
Billing Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
* We cancelled mortgage insurance as of 05/15/24 - going from ******** (premiums being paid out of escrow) to ******** (premiums paid by us, first premium already paid) * On 05/20/24 Chase paid out of escrow $2300 homeowner's insurance to Farmer's * On 05/22/24 in the morning, my spouse tried to find a resolution with Chase, to no avail - ******** couldn't tell him anything because the policy was cancelled, Chase couldn't say anything because they didn't have the money anymore * O5/22/24 we saw that Chase paid another $3500 homeowner's insurance to ********; even though they were told by ******** and my spouse that premiums are being paid by us This is either the grossest incompetence or the grossest ignorance and indifference we have ever encountered. We are out $5500 and nobody can tell us where that money is and when we can expect it back? That is just plain unacceptable.
Business response
06/04/2024
We responded to our customer's concerns. To protect our customer's privacy, we are not providing you with any details of our resolution. Our customer may use their discretion in sharing our response directly with you.
Initial Complaint
05/02/2024
Complaint Type:
Customer Service Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I have a Assignment of Mortgage on my **** ****** Records of deeds, that was filed by JP Morgan Chase Bank without a Power of Attorney, which means it was filed illegally. I told JP Morgan Chase Bank they are the only company that can correct it because they are the company that added it. There is no POA for JP Morgan after 2010. The Correct Noteholder and Investor was *********, who advised there was no lien, there is also ***** ***** who is the authorized Servicer with a Power of Attorney from 2006, sent us our Satisfaction Of Mortgage letter dated from 5-2007, Chase acknowledge error but claim can't correct because they sold Servicing rights, I then contacted, **** ****** Records of Deeds, who then advised me that because JP Morgan Chase Bank added the Assignment of Mortgage in error without the correct document (POA), there the only one that can issue the Corrective Recording Affidavit.
Business response
05/07/2024
We have previously addressed our customer’s concerns multiple times by letter and phone. To protect their privacy, we are not providing you with any details of our resolutions. Our customer may use their discretion in sharing our previous responses directly with you.
Customer response
05/08/2024
Chase still refuse to acknowledge my complaint, by not issuing the Corrective Recording Affidavit, because Chase Bank added this Assignment of Mortgage without having a Power of Attorney to our **** ****** Records of Deeds, they are the only company that can remove the Assignment of Mortgage, Chase sold the Servicing Rights to ****** ********* *********, without a POA, and now Chase Bank claim they can't issue the Corrective Recording, even though they sold the servicing rights Chase Bank still listed themselves as the Investor and Noteholder in Foreclosure Court , We contacted Chase Executive Office, explained to them that there representative (***** in ****- bankruptcy Dept.) this department handles all of **** **** *********, and they realized they added the Assignment of Mortgage in Error, because they had no rights, we had a Loan Modification making our Noteholder and Investor ********* , and **** was only the Servicer as of 6-2008, we have received a Lien release letter from *********, and sent to Chase and ****** ********* ********* , we also received Mortgage Satisfaction letter from ***** ***** who actually has the Power of Attorney from ****, they still refuse to do anything,
Regards,

******* ******* *****
Initial Complaint
04/23/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Between 2018 and 2023 Chase has been paying a strangers home owner's insurance policy from my escrow account. Due to this fraud, my mortgage payment has been going up significantly every year. ***** **** has been made aware and has reimbursed Chase $9786.69 to cover the amount that was paid out of my escrow account. Chase received a payment of 2805.92 on 3/06/24 and a payment of 6980.77 on 4/02/24 from ***** ****. As of today, Chase has only reimbursed me 5895.44 of the money that was stolen from me. Chase is claiming escrow shortages that are clearly no fault of mine for the reduced amount. I have always paid my constantly increasing mortgage on time and I am completely appalled that Chase will not reimburse the full amount that was fraudulently taken from me considering that ***** **** acted properly and rectified the issue. The fact that Chase is completely aware of my victimization and still continues to act improperly is absolutely abhorrent.
Business response
04/26/2024
We responded to our customer's concerns. To protect their privacy, we are not providing you with any details of our resolution. Our customer may use their discretion in sharing our response directly with you.
Customer response
05/01/2024
Chase’s resolution to this egregious situation is laughable. First off, what actually took place here? Was this gross incompetence or am I a criminal victim of fraud? If it is the latter, I would certainly like to know. Simply put, I absolutely have a right to know how and why I was victimized. I have a complaint filed with the CFPB and if they determine that a financial crime took place let it be known that I will fully cooperate in any prosecutions. For six years my escrow payments increased significantly to pay for a stranger’s home owners insurance. Why did this happen? Why was I financially strained for six years? Chase doesn’t address any of this. $9786 over six years is a significant amount of money for average working folk. Not that Chase could possibly care. I inquired about lost interest on this money that was unjustly taken from me. Chase coldly stated no interest is owed to me. Would Chase lend someone nearly ten thousand dollars over six years interest free? Obviously not. However, if one of their customers is a financial victim directly due to Chase’s actions the customer is informed they are deserving of nothing. The fact that I only got back $5895 of the $9786 that was reimbursed is absurd. Chase stated my property taxes went up. Of course they did, but so did my escrow payments as a result. What actually goes on in the Chase escrow department where a customer can be so abused? Are there other Chase customers falling victim to similar injustices within the escrow department? It is my sincere hope that a proper investigation is completed. Times are tough for working folk nowadays. Abusive financial institutions must be held responsible for their actions.

Regards,

***** *******

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ComplaintsforJPMorgan Chase Bank, National Association

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