Consumer complaint received 2017-07-18
Company: JPMORGAN CHASE & CO.
State: MD
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Closing on a mortgage

Complaint:
My husband and I were scheduled to close on our refinance with Chase Bank on  XXXX / XXXX /17.   XXXX   XXXX   was the Settlement Agent and sending   XXXX   XXXX  , ( notary, to the house to complete the document signing.   XXXX   XXXX   called at  XXXX , 10 minutes before the closing time to say she would not be able to make it could we reschedule for later that evening. My husband and I already had dinner plans and could not. So it was agreed to sign the documents the next day at  XXXX . At  XXXX ,   XXXX   XXXX   had still not arrived, so I spoke with   XXXX   XXXX   ( a Loan Officer with Chase who was covering for   XXXX   XXXX   the LO that we started with.   XXXX   returned my call and stated   XXXX   XXXX   was reporting the closing had taken place on Friday, when in reality it did not.   XXXX   XXXX   finally arrived at about  XXXX , and I instructed my husband to hold off signing the documents. After discussion with Chase and   XXXX   XXXX   about the dates on the documents not matching the date of the closing, My husband and I agreed to sign the documents with the   XXXX   date to get the closing settled. The documents were signed in the presence of   XXXX   XXXX   on  XXXX  at  XXXX . At this point the loan was scheduled to fund on  XXXX , the date our lock expired. On Thursday,  XXXX , I received at call from   XXXX   XXXX  , a Closing Manager for Chase telling me he was calling to reschedule the closing since the Notary destroyed the documents. After several attempts to find a common time, We rescheduled the closing for Monday,   XXXX   XXXX  . After thinking about it for a few hours we did cancel that closing and insisted that we did not use   XXXX   XXXX  . Chase did agree to cover the lock extension to ensure our rate stayed the same.  XXXX  has been our main contact through the latter part of this mess. We did receive a message from a sales rep,   XXXX   XXXX  , with   XXXX   XXXX   on Friday   XXXX  . Her message mention the " hurdles '' that we experienced with our refinance. We did also receive a {$50.00}   XXXX   XXXX   gift card for our inconvenience. As of Wednesday,   XXXX   XXXX    we had not heard about why or how the documents were destroyed. We did insist that Chase start a [ process of a credit protection monitoring. On   XXXX   XXXX   we received a  XXXX  envelope from   XXXX   XXXX   with the credit monitoring information. We have not signed anything yet since we are unaware of this particular company. In knowing that there was a notary involved, On   XXXX   XXXX   at  XXXX  I spoke with  XXXX  with   XXXX   XXXX   XXXX   office who referred me to   XXXX   XXXX   at the State Level. She no longer did that job, but took my information and passed it along to   XXXX   (  XXXX  )  XXXX . I spoke with  XXXX  on Wednesday   XXXX   around  XXXX . He took the general gist of the information and suggested that I contact   XXXX   XXXX   XXXX   XXXX     XXXX   XXXX   had also given me the name of someone in that office-   XXXX   XXXX   . I left him a message on Wednesday. He returned my call with a message stating he passed my information onto the correct department. I did speak with   XXXX   XXXX   on Thursday. I verbally shared the information about our refinance nightmare and she asked that I complete the online form. At this point we have not rescheduled the refinance closing. The only out of pocket expense that we have paid up to this point is the {$500.00} application fee to Chase. We will have to look at the rate lock extension as well as if we need to buy down the rate to get where we were. The remaining costs listed below were scheduled to be paid at closing : $  XXXX - Processing Fee $  XXXX - Tax Service Fee $  XXXX - appraisal fee $  XXXX - Abstract/Title Search {$550.00} Lenders Title Insurance $   XXXX  - recording service {$310.00} Settlement Closing Fee Grand Total- {$2100.00} My husband spoke with an  XXXX  at   XXXX   XXXX   on   XXXX    to get the name of the Title Insurance company which the legal department of   XXXX   XXXX   would not release. We have been speaking with   XXXX   XXXX   with the Escalation office with Chase. He was asked to share that Chase was not willing to do anything to rectify the situation.
We have rescheduled the closing on our loan for Friday   XXXX   at  XXXX . As of today  XXXX  at  XXXX , I have not received an updated Cd for this new closing with a new Title Company. I have also requested a copy of the closing protection letter from Chase that they received from   XXXX   XXXX  , which has not been sent as of this moment.
I do believe that Chase has violated our rights as consumers for not funding the loan on the date that it was scheduled. There has been no compensation for the loan not funding ( and it will hopefully fund by the end of   XXXX   XXXX   month later than anticipated ).

Company response to consumer: Closed with monetary relief