ComplaintsforJPMorgan Chase Bank, National Association

• Initial Complaint

  09/09/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  This is to complain the Lien Release Department and the support of Chase Mortgage. My mortgage (**********) was paid off in April, and according to Chase Mortgage's support representative, the lien discharge was electronically filed to the county clerk's office on April 20th. During the preparation of the closing of the house, the title company found that the lien discharge was undocketed in the county. The county clerk said there was no record and asked me to get the conformation number from Chase if filed electronically. I called last week, as well as sending inquire to *******************************************. As of today, Chase's multiple representatives could not provide the confirmation number, nor could provide any update what went wrong, other than asking me to wait. It blocks our closing of the sell and causes me financial loss. This does not seem to be a hard. Do Chase live to its reputation to resolve the issue in timely manner, especially, when it is caused by Chase?

  Business response

  09/17/2021

  We responded to our customer's concerns during our conversation on 09/16/21. 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

  09/21/2021

  On 09/14, according to the Chase representative, Chase's lien release department found that the previous filing to the county was rejected due to address error, and filed a new one electronically. They did not explain why they did not do anything after it was rejected a long time ago. I was provided a copy of the mortgage discharge document from Chase, which is similar to the one I got in April. I requested the filing confirmation number, but was not given.  As of today, 09/21/2021, the lien release is not recorded in the county. I have no idea if this time Chase's lien release department filed the document properly, and the county's clerk again said that they could check if Chase can provide the confirmation number, which is available when filing electronically. We have painfully waited for three weeks since the first time I contacted Chase. Can Chase's lien release department follow up with the county and provide update or give me the confirmation number so that I can follow up with the county?
  
  Regards,
  
  ** *****

  Business response

  10/01/2021

  We responded to our customer's concerns by letter on October 1, 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

  10/04/2021

  
  I accept the business's response to resolve this complaint. 
  
  Regards,
  
  ** *****

• Initial Complaint

  09/08/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have a mortgage with Chase, account number ends in ****. I paid the August 2021 payment using two checks which totaled the correct amount. Both checks were deposited by Chase on August 5th. However, Chase notified me that they haven't received payment for August. I called customer service on 9/2/21 and explained that I had, in fact, made payment and have cancelled checks to prove it. She recommended uploading images of those checks (which I did, one on 9/2/21 and another on 9/7/21) and she said that their investigation team would look into my claim. I received emails from Chase confirming that the documents were received and to expect a response within 2-3 business days. It's been part of 4 business days now for the first uploaded check and there's been no response from the company. Per information on my account page with Chase, it shows that the company has not changed the status from "overdue" to "paid." I am concerned about a negative credit report from Chase due to their error.

  Business response

  09/23/2021

  
  We responded to our customer's concerns in our telephone call on September 16, 2021. To protect our customer's privacy, we are not providing you with details of our resolution. Our customer may use their discretion in sharing our response directly with you.

  Customer response

  09/29/2021

  
  
  I had numerous phone conversations with Chase Finance about this complaint and am very disappointed by how the company handled the dispute. Even after I provided documented evidence that they had deposited the disputed August 2021 mortgage payment prior to the deadline, they insisted that they needed to conduct a multi-day investigation, which dragged on for roughly a week. ****** ****, a Chase rep, called me late last week to let me know that they had "found" my payment after all. Unfortunately, shortly after Chase decided that I was in arrears and before they had done an investigation, they made a negative report to a credit bureau(s).
  
  Ms. **** said that Chase will reverse/recall the negative credit report(s), but we have no way of determining whether that's actually been done. I also asked the company for monetary compensation for the completely unnecessary hassle and stress which they put us through, but was told that they won't do that.
  
  It's very disturbing that a company can hastily file an erroneous, negative credit report on one of their customers with total impunity and especially when the customer was the innocent party in the dispute. Something that the regulators need to look into. I've paid mortgages for more than 40 years and have never seen a financial company act in this fashion. 
  
  Rgds,
  
  ***** ******
  ********* **

• Initial Complaint

  09/01/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On July 27th, 2021 we received a payoff quote from Chase Bank for the sum of $79,333.22 with an $8.40 per diem. On August 16th, ******************************************************************** the amount of $85,446.43. We have repeatedly asked Chase to explain where the $6,113.21 difference came from and they have not been able to. We now have a closing scheduled for September 2nd, 2021 and they will not issue a corrected payoff and insist that the original payoff quote from July 27th, 2021 was a mistake. We have made no draws or in any way increased the principal balance of this loan. In fact, when I log into our online account, the principal balance still shows as $76, ****** with a current balance of $78,521.01. I have called Chase repeatedly to get this corrected and they are refusing to provide any information or to reissue a payoff for the correct amount. Our Chase Bank Case Manager is ***************** and she will not return our calls, either.

  Business response

  09/10/2021

  We responded to our customer in our letter dated September 10, 2021. Our customer is free to share our response with you.

• Initial Complaint

  08/30/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have been working with Chase Bank to refinance my mortgage since May 29. This isn't the first re-finance that I have gone through.The experience has been disturbingly unorganized, noticeably filled with missteps and easily recognizable incompetence. There have been blatant attempts to stall by asking for data that clearly doesn't apply to my situation as well as several requests for pay statements. I have provided 3 months of pay statements as an example. I have demonstrated at this point for sure that I am able to afford the mortgage. This seems to have elements of harassment or perhaps something much darker. The communication has been mainly one sided with me responding to requests that don't make sense or don't apply to me personally. I have repeatedly asked for a response or explanation for the delays even escalating to the Mortgage ************* Team Manager but I have not received a response to my concerns. My current account number is: **********.

  Business response

  09/10/2021

  We responded to our customersconcerns in writing with our letter dated September 10, 2021. To protect theirprivacy, we are unable to give you a copy of the letter. They may choose toshare the response with you.

  Customer response

  09/10/2021

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I accept the business's response to resolve this complaint as their response letter was provided to the **** where I also filed the same complaint. Thank you for your assistance. 
  
  Regards,
  
  *******************************

• Initial Complaint

  08/30/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have tried since May12th to get a refi through Chase. I have been approved; however I keep getting transferred to different people who each keep asking for the same documents, which I have already sent 3 times.I paid the $500 good faith money and haven't received anything for it.They keep saying they need to get an appraisal, but they already did that in May.There seems to be no communication between the 7 people they have transferred me too.I feel JPMorgan/Chase is fraudulently scamming me out of my money as they won't send this through nor will they return my money.I have 39 pages of emails to support my case, one of which i'm uploading. This email shows that they admit to being at fault and causing the delays. They are now saying closing could be in late Sept. or Oct.5 months is beyond excessive for a refinance.Please help me.

  Business response

  09/10/2021

  
  We responded to our customer's concerns by phone on September 10, 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.

*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. ↩