Consumer complaint received 2023-10-18
Company: JPMORGAN CHASE & CO.
State: VA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage
Sub-issue: Delays in the application process

Complaint:
To Whom it May Concern, As a part of a XXXX between my ex-spouse and I, I was to assume the mortgage on my residence, for which the loan was previously in his name only. 

I originally contacted Chase Bank at the end of XXXX, 2023. I was told that I would receive a loan application by XXXX mail. I did not receive the application until midXXXX. I completed the application in a few hours and returned by fax. Since that date, I have been forced to wait for XXXX mail for any documents. Each time I have received any request for information, I have immediately faxed back my documentation within a half an hour. 

My finances are very simple and straight forward : I work a XXXX XXXX, making ample money with my base pay to qualify to assume my mortgage. I have an additional income from XXXX XXXX. I owe no debts, paying any credit card statements off completely each month. I have cash savings and a XXXX ( k ). Proof of each of these was provided by fax as requested to Chase Bank on XX/XX/2023, XX/XX/2023, and XX/XX/2023. 

After a significant and unnecessarily long delay, I received a XXXX Commitment letter on XX/XX/2023. On XX/XX/2023, I spoke with XXXX XXXX, a representative from the Chase assumptions department. She told me on that date that the last pieces of information needed from me were a copy of my newly recorded deed and a copy of my XXXX 's Policy and proof of payment of the premium. I faxed both of those documents on the same date. In that conversation, XXXX XXXX advised me that the Underwriting department only had to request the Title report and that within XXXX weeks from that date- I should receive a call from XXXX Title to schedule the closing. 

Instead, to-date, Chase has not finished the loan processing or forwarded the loan to XXXX XXXX. When I did not hear from Chase or XXXX within the specified timeframe, I began to call for status. I informed each Chase representative that their delay in processing my loan had placed me in contempt of the XXXX XXXX in my XXXX, which gave me only until XX/XX/2023 to assume the loan. XXXX XXXX ignored my voice messages on at least XXXX occasions. Instead, due to the significant delay, Chase began requesting updated bank and payroll statements from me. On Tuesday XX/XX/2023, I was advised that because Chase had delayed the processing of my file so long, they would have to pull my credit a second time. This caused a decrease in my near-perfect XXXX XXXX, caused purely by their malfeasance and lack of due-diligence. 

On Thursday, XX/XX/2023, I spoke with XXXX XXXX and asked her to escalate my case to a supervisor in the underwriting department and to transfer me to that person. I also asked for a specific listing of the underwriting steps that remained for my loan, since I had been told on XX/XX/XXXX, that all that remained was the titling report. She refused to allow me to speak with a supervisor and refused to provide any specific information regarding my file. After XXXX and a half months, I have also never received a XXXX XXXX XXXX XXXX or a Statement of the Funds I will need to close the loan. 

I have stressed the urgency of Chase completing the underwriting and that their malfeasance has placed me in jeopardy of court action by my ex-spouse and has placed me in contempt of court. And still, I have received no answers and no aid to complete a loan which was approved nearly XXXX days ago. 

I am requesting a formal investigation into this process and I am begging for your assistance to expedite this matter so that this loan can be closed as soon as possible. I am also formally requesting that Chase bank remove their second " hard credit check '' from the XXXX credit bureaus, in order to restore my XXXX XXXX. Please contact me at XXXX for any further information you may need to investigate my complaint. I will provide any needed documentation at your request, once an investigation has been opened.

Company response to consumer: Closed with explanation