ComplaintsforJPMorgan Chase Bank, National Association

• Initial Complaint

  11/04/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Aug '21 - Chase purchased right to service my mortgage. In Sept, I switched insurance + informed Chase of change in writing + by phone. On phone, Chase rep assured me they would cancel payment to old insurance + instead pay new insurance. Nonetheless, on Oct. 8, Chase mailed a check to old insurance instead of new insurance. When I informed Chase of its error, it paid my new insurance + said it would get its erroneous payment back. Shortly after I received my annual escrow analysis. According to Chase, my monthly mortgage payment was increasing from $3K to $4K due to an escrow shortage. On phone, Chase stated shortage was due to 2 errors - 1) it paid insurance twice, as described + 2) it erroneously paid $3,000 to NYC’s water provider, ***, thinking that it was paying prop. taxes. As mentioned, Chase was already working on getting back erroneous insurance payment. When it discovered 2nd error, I was assured Chase would get 2nd erroneous payment back from ***. Once Chase got payments back, it would do fresh escrow analysis + calculate accurate monthly payment. Until then, Chase would provide a waiver so I continued to pay $3K. Then, on Nov. 4th, Chase called + alleged that 1) the erroneous payment to *** was made by my initial servicer and 2) b/c the error had allegedly been made by the previous servicer, it was not responsible for correcting any of its errors and had denied my waiver; in less than 30 days, the Chase representative told me, I would have to begin paying $4,000/month. I was now also supposedly responsible for getting erroneous payment back from ***. As I explained, it doesn't matter which servicer made erroneous payment to ***. When Chase purchased right to service my loan, it assumed responsibility for any errors made by previous servicer. Certainly, I did not become responsible for servicer’s errors. And despite Chase’s flawed claim it made no error and thus I am somehow responsible, Chase doesn't dispute it sent erroneous payment to old insurance

  Business response

  11/30/2021

  
  We responded to our customer’s concerns in our letter dated November 29, 2021. To protect our customer's privacy, we are not providing you with a copy of the letter. Our customer may use their discretion in sharing our response directly with you.

• Initial Complaint

  10/27/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I applied under the covid protection program for chase mortgage in September 2020 through an automated system. The automated system successfully took in my request to submit my mortgage under forbearance as it was confirmed approved and accepted. Now, chase has been charging me for late fees for a year, $700+ worth, supposedly because they state that my account was never put into forbearance. Why should I have to pay for a company’s fault in automation and technical system to submit the request for forbearance (when it confirmed to me it was accepted)? I have spoke repeatedly to agents that are non helpful and say there’s no record of it. How is that my fault if there’s no record of it on your end? I did what I had to do to protect my account, and because your system did not put through the requisition, I have to pay for that???

  Business response

  11/10/2021

  We responded to our customer's concerns during our conversation on 11/9/21. To protect our customer's privacy, we are not providing you with any details of our conversation. Our customer may use their discretion in sharing our response directly with you.

• Initial Complaint

  10/19/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We had numerous challenges with ***** **** mortgage services. The only one I would like help with is in regards to a preferred realtor program. They offer $1000 for using one of their preferred realtors. We opted to use one, we met all of the guidelines for the program, and 50 days after closing, we still do not have our $1000 check. ***** **** confirmed that our payment was approved, but they can't explain why we don't have our check yet. They keep saying they are looking into it, but they can't even remember what state we purchased a home in, and I continuously have to re-explain and re-inquire on the status. Please help.

  Business response

  10/28/2021

  We responded to our customer's concerns during our conversation on 10/28/21. To protect our customer's privacy, we are not providing you with any details of our conversation. Our customer may use their discretion in sharing our response directly with you.

• Initial Complaint

  10/18/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 5/14/21, I paid my mortgage (acct#**********). On approximately June 9, 2021 I was notified from a Chase representative that my mortgage payment had not been received. I informed her that I paid $1268 and she stated that the payment was rejected by my bank. She instructed me to make a payment at my local branch office which I did. I requested that the payment be marked as received and on-time due to this error not being my fault and she said she will update the payment so that it won't effect my credit. I recently found my account had not been updated. I asked for a supervisor & spoke with ***** at ###-###-####. She told me that she will send it to their credit management dept. but do not believe that my request for amendment would be granted because it was not the fault of Chase. She was very dismissive. She was more focused on placing blame on me even though Chase processed the payment incorrectly and sent the email & text to my husband who is deceased. I have never been late.

  Business response

  11/04/2021

  We responded to our customer’s concerns in writing with our letter dated November 4, 2021. To protect her privacy, we are unable to give you a copy of the letter. She may choose to share the response with you.

  Customer response

  11/09/2021

  Chase Bank submitted my mortgage transaction as a checking account in which I do not have. I have proof of this information. Since this was not my fault and the fault of Chase Mortgage Company I insist that they amend my credit reporting. I am unable to upload my documentation therefore I will fax the information to Chase. Please have someone from Chase call me when they receive the fax. Regards, ******** ******

• Initial Complaint

  10/15/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I spoke with **** ***** 3 days ago. My phone died as we began to speak about my second loan. Since he is the only person that has provided me with correct information, to my knowledge so naturally I would want to complete this discussion with him. He left me a voicemail 3 days ago after my phone died, stating that if I had further questions, I could call him back. I have called to speak to him twice, my number was taken for him even though he has it, I have been told that he was unavailable or in a meeting and would call me back once he was out of that meeting. I have yet to receive that call. When I initially called the modification department 4 days ago to inquire about my modification status, deferment or refinancing, a relationship manager told me for the first time that if I wanted a deferment I needed to make a payment the next day. Yet she also told me that no discussion had been made regarding my modification. Sounds like forced deferment when modification hasn't been decided.

  Business response

  10/28/2021

  We responded to our customer's concerns during our conversation on 10/26/21. To protect our customer's privacy, we are not providing you with any details of our conversation. Our customer may use their discretion in sharing our response directly with you.

  Customer response

  10/31/2021

  **** ******* from the ***** ********* ****** and told me that they are such a big company that she cannot guarantee that I will receive correct information. She stated that if I could give her the names of representatives then she would look into individual incidents. How many people get the names of every representative they speak with? Especially when they may not know that they are receiving incorrect information? I happened to stumble across this major flaw with ***** ******** by calling back a few times as I had more or different questions. What about the customers that only call once and do not realize that they have been lied to until they are effected by this later? We are talking about our homes; the roofs over our head. We should expect the truth from any business no matter who we speak me, but especially our mortgage company. They need to go back over company wide training and hold all of their employees accountable for the information they give customers because this obviously needs to be done. **** said they or she receives continuous training. Well, it is not working, even for her. I would never tell a customer what she told me and I have been with ***** for over 14 years. I informed her that I will seeking a new mortgage company.
  
  Regards,
  ****** ******

• Initial Complaint

  10/14/2021

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I started a home loan in August, chase has a 3 week closing guarantee is why I went with them. And I made it very clear with them that I had to be out of my current place of residence by the end of September. Should have been no problem with the 3 week closing guarantee. After 2 months of jumping threw all the hoops and getting all the paper work and documents in order they tell me in the beginning of October that they can’t do loans on manufactured homes. So my time is completely wasted and they took $500 out of my bank account as good faith funds that would be added at closing. Just talking with one of the managers today 8/14/21 he said depending on the time they found out it was a manufactured home I may not get my good faith funds back let alone the $350 I put in a inspection on the house and $500 for a earnest deposit. They are not holding up their end of 3 week closing guarantee even though after 2 months and 3 different closing dates, they find out they can’t do the loan.

  Business response

  10/27/2021

  We responded to our customer's concerns during our conversation on 10/27/21. To protect our customer's privacy, we are not providing you with any details of our conversation. Our customer may use their discretion in sharing our response directly with you.

• Initial Complaint

  10/05/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was discussing a mortgage refinance with Chase Bank. On 05/15/21 I spoke with rep named ******** ***** on the phone. She was very helpful. After finding out there was no benefit to switching mortgage companies, I messaged her that night through the online portal stating we would not be proceeding with the refinance. On 05/17 and 05/28, Chase requested a payoff from my current mortgage company RoundPoint. They charged a $30 fee for each payoff, and I ended up being charged $60. I reached back out to ********, to let her know what happened, and she stated that she was out for a week in May. This is likely what caused Chase not to see my cancellation request. She forwarded this info over to her Supervisor Matt E**** on 09/27, but he has not responded to me. I have also emailed him but have not received a response. I *ust want this issue resolved and be refunded the $60 I should not have been charged. I paid the $60 fee with my Chase checking account.

  Business response

  10/11/2021

  We responded to our customer's concerns during our conversation on 10/11/21. To protect our customer's privacy, we are not providing you with any details of our conversation. Our customer may use their discretion in sharing our response directly with you.

• Initial Complaint

  09/30/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In June 2021, I applied for a refinance of my current property whose mortgage is already with Chase. I paid $500 good faith money towards the refi. Chase dramatically changed the loan terms and we decided to opt out after being given incorrect information numerous times. We did not sign a contract for the new terms and requested to have our request withdrawn and our money returned. I was told on 08/30 that the loan application would be withdrawn and a request for the refund entered. At this time the funds have not been returned and no updates given on when this would occur. I have all the back and forth emails between me and several individuals if needed.

  Business response

  10/08/2021

  We responded to our customer's concerns during our conversation on 10/8/21. To protect our customer's privacy, we are not providing you with any details of our conversation. Our customer may use their discretion in sharing our response directly with you.

• Initial Complaint

  09/28/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In short, Chase used predatory lending tactics while attempting to service my refinance request that likely are a company-wide issue creating a discriminatory bias in the loans they serve at any given point in time. In addition, they took $500 in an unethical manner. They never even told me how much the appraisal cost and they have yet to provide this information to me. Regardless, they were not able to service my loan as originally requested so the full amount should be refunded. The Chase mortgage office fails to address my root concern. From working with them I have found that this is not an ethical company. The issue is with their discriminatory and predatory loan practices through their "counteroffers" that they send out before even fully vetting someone's profile. This is NOT an appraisal issue. It is an issue around their counteroffer and predatory lending + discrimination.

  Business response

  10/19/2021

  We responded to our customer's concerns by letter on October 19, 2021. 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

  10/20/2021

  The letter they sent was just the LE they had for the loan. No resolution to what I stated in my complaint. As we all already know and as I will make sure the world knows, Chase is a bad company. Very unethical.

• Initial Complaint

  09/17/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I applied for refinancing of a rental property in June of this year. Received conditional approval on 6/15 with a package of documents to be completed. I sent everything via ups tracking #****************** delivered to ******* ** on 6/22. None of my documents were loaded to their online application. I then found that my application expired on 7/11. I emailed ********************** three times and no response. I called the local bank in ** **** and ***** was good enough to send an additional email to ***** and cc’d his boss, ***** ********. Still no response from anyone. I would like to receive my documents back at this point. I’ll be closing all Chase accounts. Terrible customer service.

  Business response

  09/30/2021

  We responded to our customer's concerns during our conversation on 09/30/21. To protect our customer's privacy, we are not providing you with any details of our conversation. Our customer may use their discretion in sharing our response directly with you.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩