Business Profile

Mortgage Lenders

JPMorgan Chase Bank, National Association

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for JPMorgan Chase Bank, National Association's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

185 total complaints in the last 3 years.
47 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

Initial Complaint
Date:08/28/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My home owners insurance dropped me in 2023. I contracted insurance through ******** in August 2023 with Chase Mortgage. I was informed later that Chase never received payment. I contact ******** who confirmed they sent it to the correct address. I contacted Chase who then contacted ******** to resolve the issue. I was told it was taken care of. I just received a letter from Chase saying I have not been insured all year. This is in acceptable as my home is in Florida and I am in peak hurricane season. I can’t rely on Chase to resolve this as they failed to do so in the past. I will also open a case with the Federal Trade Commission and any other government agency that can help push a resolution along. I will update this case with supporting docs, records of correspondence between ********* and Chase.
Business Response
Date: 09/24/2024
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.
Initial Complaint
Date:08/27/2024
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I asked for a 2 month deferment. I've been a customer for 38 years, never missed a payment. I had to go on disability which pays $900 a month. I need 2 months to create the amount to pay monthly. I'm trying to be responsible and proactive. I called they said miss a payment so I would get a credit score problem plus a late charge and pay double the next month. If I do that then they MIGHT consider a deferment. I have only 37K left on the loan. I have never been treated so bad. ****** was disrespectful and refused to have a supervisor get on the line. I don't mind going to news channel 3 on your side to publicly report you refuse a customer in good standing. Loan **********
Business Response
Date: 09/06/2024
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 Answer
Date: 09/06/2024
They had no intention to work with the customer. After 38 years paying on a mortgage, they refused to allow to put 2 payments at the end of the loan. I find this to be a typical corporate and executive disrespect of a long time customer. They want me to default on my loan before they would even consider helping me. I'm considering filling another bbb complaint on them. This should be considered NOT RESOLVED and left as a Negative review

Regards,

****** ****
Initial Complaint
Date:08/27/2024
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Mortgage payments are automatic, yet we still get late fees even though we pay each month (It is there automatic payment system). Have contacted Chase several times with no action taken on their part. Thank you for your time and help
Business Response
Date: 09/06/2024
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
Date:08/26/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am seeking guidance to address the Assumption Process I started with Chase in January of 2024. At the time I applied for the Assumption process, I completed a series of questions to determine if I was a candidate to move forward. This was approved, and the process began in January 2024. At the time when I applied, I was advised this process will take 3-6 months. I was not prepared for the laborious process, poor communication, duplicated efforts and requests, and negative experience I would be encountering. There are many flaws/problems with the Chase Assumption Process. First and foremost I would like to share what several Chase employees have shared with me about the process; they are extremely busy with many Assumption requests, and have only so many people in the department. The lack of either proper staffing, a defined process, accurate processing and many other aspects has made this process unbearable and much longer than it needs to be. The Assumption Team is not customer facing. During this process I have not had a dedicated person to contact, ask questions, and verify requests of Chase. The process to speak to someone is to initiate a call with a team called Life Events, and then they will arrange a call back for you, with a Relationship Manager. that takes 5 business days. I have been talked to very condescending by a Relationship Mgr. Chase requests information via ***** The only form of communication with regard to the Assumption Process is **** or Fax for paperwork exchange. I've received requests for information every month since January, and my file has gone through underwriting each time new info is received. The underwriting team is missing things in review and not requesting all information needed to form a decision. I'm in month 8 of this process with no conditional approval, no indication in sight what this outcome will be. (the request for info keep coming.) Your help is critical to resolving this situation with Chase.
Business Response
Date: 08/28/2024
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 Answer
Date: 08/31/2024
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 22192736

I am rejecting this response because:

Regards,

*****************************
Initial Complaint
Date:08/22/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My mortgage was originally with first republic but assumed by Chase in October 2023. Since then, my spouse and I divorced and Chase has been ignoring our requests for a loan modification which clearly isnt excluded from our first republic mortgage contract. My ex spouse earns 500k a year with zero debt and a 600k mortgage with Chase so she will have no problem assuming the mortgage. It seems like Chase will only help us refinance strictly so they can make money. Chase mortgage employees out of ********************* have confirmed the ease in which Chase can modify the mortgage.
Initial Complaint
Date:08/14/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
We started a home loan in Feb 2024 with Chase. We picked chase over any other bank because on the very first phone call we were advised that if we do not close in 30 days we would be given 5000 towards are closing fees. So we picked chase for that very reason alone. Fast forward and we are working on our loan and I am calling once every other day to make sure that everything is going as it should be, signing documents the hour they are sent to me. Sending and resending documents, until we got to the appraisal- chase chooses who does the appraisal. Appraisal took weeksssss to come back, causing a major delay in closing. During closing chase was still asking for documents and even with us closing a week Late I was contacted by chase afterwards asking me to send in more documents and to sign and back date them- sounds very legal right... I refused. Chase has too many hands in one mortgage and nobody knows what they are doing. The amount of times I was told "let me see with my team and I will get back with you" is absurd. I had the manager pull the call to confirm I was given this. info and was advised call was pulled they heard it but tough luck pretty much. not an option. Chase needs ro own up or let me transfer my loan without all the extra fees. RUNNNNN do not get a home loan through them.
Customer Answer
Date: 08/15/2024
Why is this being closed as info only? I requested a refund from Chase. What do I need to do to reopen the case?
Business Response
Date: 08/27/2024
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 Answer
Date: 08/27/2024
The business did absolutely nothing to make this right.
I got a call that pretty much said tough luck.
I will be refinancing & I do not recommend this company to any. Shady.

Complaint: 22143136

I am rejecting this response because:

Regards,

*************************
Initial Complaint
Date:08/13/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 7/29/24 I paid property taxes to Chase Bank at ********* and ******* in the amount of $300. It was to be paid to Maricopa County Treasurer but was paid to the wrong account. My taxes have not been paid and were credited to another parcel number, not mine. The Operations Lead told me the branch manager was on vacation and it would take some time to order a reversal of the monies after which it would take 14 business days to resolve. I told her to start the process and I would wait at the bank. I waited one hour in addition to one hour when I first arrived explaining and showing clerks that I the $300 had been taking out of my account the SAME DAY on 7/29/24. I told her to I would incur additional interest rates by next month if not paid. She said, "I am very sorry and did not offer reimbursement of the $300 or the new interest fees. She hesitated on starting the process initially until I insisted. She hesitated on giving me the name of the branch manager. She ultimately did give me a number to "*********" at the Power branch. I explained the sense of urgency. I would like my $300 refunded to me today so that I can pay my taxes timely. I attempted to resolve the matter 8/12/24 and it will take the bank 14 Business days or three weeks to resolve.
Business Response
Date: 08/23/2024

************************
3:42 PM (21 minutes 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
Date: 08/30/2024
************************
3:34 PM (19 minutes 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
Date: 09/10/2024
************************
Mon, Sep 9, 3:15 PM (17 hours 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
Date: 09/10/2024
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
Date:07/15/2024
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
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
Date: 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
Date: 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 Answer
Date: 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
Date:07/01/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Chase Bank has not operated in good faith or ethical business practices. After multiple attempts, and over 20 communications, we have yet to receive our Lien Release document or Certificate of Satisfaction from Chase Bank. No outstanding balances are owed, and now we are in jeopardy of losing the present sale of our home because of this document. Since redeeming our property from the Sherrif Sale on April 12th, 2024, we have continuously reached out to Chase for the Lien Release document and have been unsuccessful. We have paid the verified judgment amount in full and received a redemption receipt from the Union ********************** of NJ. We have confirmed with their (Chase) attorney Powers and **** LLC (of *************) that their funds have been received. We have additionally confirmed with Chase internally that the funds have been received, yet we still have not received a Lien Release from Chase. We are extremely frustrated as well as disappointed by the actions or lack of action on Chase Bank. We have received no document as of this date and have been patient following their supposed process with no success. It makes no sense why we are not getting any answers, were just being told repeatedly itll take 3 to 5 business days or 5 to 7 business days, well its now going 60 plus business days ago with no success. If you pay for something in full and there is no outstanding balance you should be provided legal proof of that payment reflecting the completion of your obligation to the debtor and that you are no longer indebted to them. You should not be disregarded, ignored, or provided any plausible reason as to why, what is legally and rightfully yours, the document demonstrating freedom from a debt that is paid in full.
Business Response
Date: 07/08/2024
We responded to our customers concerns in our letter dated July 8, 2024. To protect our customers privacy, we are not providing you with the details of our resolution. Our customer may use their discretion in sharing our response directly with you.
Customer Answer
Date: 08/20/2024
Thank you for the follow-up and we appreciate your efforts in helping us resolve this matter. Although Chase has responded, they have provided us with incorrect documentation and were still not getting direct responses. Its frustrating being bounced back and forth and getting nowhere. Attached is the document they provided listing the incorrect mortgage, along with the incorrect book and page listing. The lien release provided by Chase from our initial complaint was from a previous mortgage (which had already been released via refinance). It has nothing to do with the current mortgagor ******************************* which is the lien release weve been seeking after redeeming the property following the foreclosure auction. This should be a simple process but has been dragged out for months at our expense. Multiple daily calls (at times for hours at a time with our attorney and Chase mortgage/foreclosure department without resolution. **** had to additionally pursue their lawyer ********************* for assistance with getting this matter resolved. All at unnecessary costs to us.

Please forgive my delayed reply, unfortunately, this process has caused much strife and stress as it has taken a toll on my brothers health in which he experienced a stroke in July while trying to help get this frustrating ordeal behind us. The property has been our home since 1998, and after our parents death, we could never imagine it would be this difficult to get something like this resolved as long-standing customers of this institution. We simply want to get the correct documentation to move forward. You would think providing the correct account number, mortgagors information, and property address would not prove to be this difficult.

Attached is the Chase response letter/email along with the incorrect data. Additionally, *** included a recent reply from Chase's attorney, ********************* who handled the foreclosure and auction. The document confirms the redemption of our property, as we have stated to Chase, for us to receive an immediate lien release that shouldve been recorded as a Public Land Record with the Union County Clerks Office by now, since this transaction took place back in April 2024.

Thanks again for your assistance.

Business Response
Date: 08/21/2024
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.
Initial Complaint
Date:06/30/2024
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
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
Date: 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
Date: 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 Answer
Date: 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,

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

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JPMorgan Chase Bank, National Association is NOT a BBB Accredited Business.