Consumer complaint received 2022-02-11
Company: JPMORGAN CHASE & CO.
State: IL
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Closing on a mortgage

Complaint:
We worked with Chase on our mortgage for our recent home purchase and had the worst customer experience of our lives. We received conditional approval on our loan on XX/XX/XXXX for our closing that was originally scheduled for XX/XX/XXXX. We ultimately moved our closing to XX/XX/XXXX as the title company was closed on XXXX for XXXX XXXX. The mortgage process with Chase was fairly smooth until the week before our closing day. 

On XX/XX/XXXX, Chase sent us a confirmation that employment verification forms for both myself and my husband had been received and there were no-issues. On XX/XX/XXXX, Chase told us that we were still on track to close on Tuesday XX/XX/XXXX at XXXX XXXX. On XX/XX/XXXX, two days after confirming accuracy, Chase informed us that my employment verification form lacked some required information. Unfortunately, my employer was closed that day for XXXX XXXX. Our customer care representative at Chase told us that we will still be in good shape to close on time if they receive the employment verification on the morning of Monday XX/XX/XXXX. I worked with my employer first thing on the morning of XXXX to complete the form and Chase confirmed receipt, telling us we are on track for closing. At this point, we still were conditionally approved and were still waiting on final underwriter approval the day before our closing. 

The morning of our closing, we were still waiting for final approval from Chase. The title company reached out to us several times asking for status updates, since they were still waiting for Chase to send over the paperwork. We called all of our chase contacts ( customer care representative, mortgage lender, etc. ) dozens of times on XXXX and XXXX, and were almost always left leaving voicemails that weren't returned. We were left completely in the dark on what was going on and if we would even be able to close that day. The seller told us that they absolutely wanted to close on XXXX, and so we were worried we would potentially lose the house if Chase couldn't deliver on time. After talking to several different people at Chase and asking to escalate to managers multiple times, Chase finally approved our loan at XXXX, nearly 2 hours after we were supposed to close. Thankfully the title company was able to accommodate and our attorney could rearrange his schedule, so we were able to still close on XXXX ... though not without extreme stress, frustration, and concern that we might lose our house. 

Over the last month, we have been working with various Chase representatives to request compensation for their negligence. We've been called by several different representatives letting us know that they're " still reviewing our case '' and giving us various excuses as to why Chase isn't accountable, all of which have been completely ridiculous. Ultimately, they are blaming the title company for the delay because the date of the closing was moved from XXXX to XXXX. Chase refuses to take responsibility for their ( lack of ) actions. They acted completely unprofessionally by leaving us in the dark and not picking up the phone when we called over and over on the day of our closing. It was the absolute worst customer experience on the largest purchase of our lives.

Company response to consumer: Closed with explanation