Consumer complaint received 2021-08-26
Company: JPMORGAN CHASE & CO.
State: IN
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Closing on a mortgage

Complaint:
I went through a conventional home loan process with Chase Bank. On Thursday XX/XX/XXXX, I was informed by XXXX XXXX XXXX Chase XXXX XXXX I was scheduled to close the following Thursday on XX/XX/XXXX. I was told I would receive a copy of my final closing disclosure and appraisal report through ChaseMyHome. On Monday XX/XX/XXXX, I still had not received anything and contacted Chase. They did not answer. Hours later I received a call back from XXXX XXXX stating my closing was cancelled due to an issue with the appraisal. However all she could tell me was the word " moisture ''. It was not until Thursday XX/XX/XXXX, after numerous calls and hours of my time, that I received a copy of the appraisal which held up my closing. The appraisal was done in a wholly unprofessional manner and included documentation of Chase sending it back to the vendor for revision. The vendor however refused to make said revisions. The only issues listed were a disconnected down spout ( Gutter ) and a exterior light which did not have a face plate. I was informed these two minor issues that had already been addressed in the inspection process made the home unsafe. Then on Wednesday XX/XX/XXXX, I was sent the exact same appraisal report as before, but told it was the result of final inspection to show the work had been completed on the gutter. But I say again it was nothing new, it was the same appraisal. Not to mention my realtor had already sent them proof the gutter was attached, the basement was dry, and the exterior light functioned. As they requested, then told us could not be used and we must wait for a final inspection. However despite this they told me I was scheduled to close on Monday XX/XX/XXXX, at XXXX. Once again that did not happen though as the title company called me on Friday XX/XX/XXXX, to say that Chase had not sent them anything. I spent my entire Monday XX/XX/XXXX, canceling movers and utilities for the second time and once again trying to call Chase as they denied my calls and sent me to voice mail. Supervisor XXXX XXXX and XXXX XXXX who I spoke with provided no real answers and at many points blatantly lied to me, as proven by the documentation they themselves sent me. It was not until I made contact with a senior Chase official XXXX XXXX that I was scheduled for a third closing on Tuesday XX/XX/XXXX. However the closing took over XXXX because Chase could not balance out their side of the documentation. They remained {$1.00} off the title company for XXXX. The entire closing experience with Chase was filled with lies, misinformation, and unprofessional service. I am still awaiting the money owed to me by Chase from their Closing Guarantee for {$2500.00}. I have little hope of ever receiving it, not to mention that I should receive it twice. The Chase mortgage office should have a consumer warning on it. 

TLDR : Chase got a bad appraisal. So bad they themselves fought it. But then accepted it, but then decided not to accept it. This caused me to be scheduled to close and miss said closing twice both times with under XXXX notice. I have not received the financial compensation for either of these.

Company response to consumer: Closed with monetary relief