Consumer complaint received 2021-07-18
Company: JPMORGAN CHASE & CO.
State: CA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Closing on a mortgage

Complaint:
In XX/XX/XXXX I refinanced my Chase loan with chase for a lower interest rate with first payment due XX/XX/XXXX of {$640.00}. Loan amount was for {$140000.00} A notary came to my work to sign the papers In XX/XX/XXXX going through the paper work I noticed there were two closing costs statements with two loan amounts 1 ) {$140000.00} with a payment of {$660.00} this one had Chase paying property taxes.

2 ) {$140000.00} with a payment of {$640.00} with me paying property taxes. 
I emailed XXXX XXXX on XXXX XXXX she informed me that my loan was for {$140000.00} and my payment would be {$640.00} ( enclosed ). I also received an email from Chase stating my first payment was due XX/XX/XXXX with a payment of XXXX ( enclosed ) XXXX XXXX| XXXX Loan Processor| NMLS ID XXXX | XXXX Lending | Chase | XXXX XXXX XXXX XXXX XXXX XXXX , XXXX , AZ XXXX |Office : XXXX| Fax : XXXX | XXXX | Office hours XXXX ( MST ) In XX/XX/XXXX and XX/XX/XXXX before my XXXX. payment was due. I made three payments to total {$3300.00} off the principal. The XXXX payment was not taken off the principal. 
XXXX statement came and the beginning loan amount was changed to {$140000.00} not {$140000.00} with payment still being {$640.00}. 

On the XXXX Statement it stated that I now owed {$140000.00}. They added {$6700.00} on to the loan with an increased payment due of {$660.00}. {$15.00} more a month. Enclosed XXXX XXXX could not help me and passed this on to XXXX XXXX. 

By XXXX XXXX XXXX said there wasnt anything further she could do to help me in this matter. 
XXXX XXXX XXXX | Team Manager | NMLS ID XXXX | Home Lending | Chase | XXXX XXXX XXXX XXXX XXXX XXXX, XXXX, AZ XXXX | Office : XXXX | Fax : XXXX | XXXX | Office hours : XXXX XXXX. to XXXX XXXX  ( MST ) It was passed on to XXXX XXXX in XXXX and on to XXXX XXXX in XXXX. 
I was told I had to pay the higher amount of {$640.00}. And that they were working on it. My IRS 1098 statement also had the beginning loan amount of {$140000.00}. ( Enclosed ) XXXX XXXX | VP, Orig Ops Site Manager | XXXX | Office : XXXX | Fax : XXXX Chase said I needed to resign the loan documents so they can fix everything. Chase wanted to send another notary to my work. I had asked for an amortization of my payments before I would sign anything. And I conveyed that I didnt trust the {$140000.00} number either and I wanted someone to go over the math with me. This I have been asking for since XXXX in my emails. No one would provide me with this. 

XX/XX/XXXX I did go and resign the closing documents after I was shown how Chase came up with the {$420000.00} beginning balance. This was with XXXX XXXX. After two failed attempts. I showed up he did not. XXXX XXXX canceled another meeting but did not tell me. I sat in the bank for XXXX minutes before I left. XXXX XXXX said he was sent an email from XXXX XXXX cancelling the meeting. I asked Mr. XXXX for the email saying the meeting was canceled he said he could not do that. I asked for a print out of my payments, the Chase branch we met at would not do that. Mr. XXXX assured me that after signing this everything would be fixed. Gave me his Managers name XXXX XXXX XXXX XXXX said he would be in touch with me since Mr. XXXX was going on vacation. Mr. XXXX acknowledged that something was terribly wrong. I had to call Mr. XXXX twice before he got back to me. Mr. XXXX said he could not help me either. 
It was passed on to Mr. XXXX XXXX XXXX XXXX XXXX ex XXXX. 
By XX/XX/XXXX th Chase sent me an encrypted email I could not open. No one by this time is answering my emails. 
Mr. XXXX informs me that I have to resign to have anything corrected. I said I did back on XX/XX/XXXX. I was told that this was not enough I needed to sign the deed and other mortgage papers again not just the closing statement. That I would have to pay for the Notary and it may or may not be reimbursed. I said before I sign anything I want a print out of all my payments. I told them I did not trust Chase anymore. He said he would send them by mail and send me something by email. 
XX/XX/XXXX I have not received anything in the mail or by email. I emailed Mr. XXXX and said I wanted the papers XXXX. I then received them the next day. On XX/XX/XXXX. 
The payment schedule was not fixed I still owed {$140000.00}. the math was wrong. {$140000.00} {$3300.00} = {$130000.00} plus my monthly payments I have been making the numbers are not correct. ( Enclosed ) I email Mr. XXXX him on the XXXX. He called me at work and said I needed to sign the papers before I could get the numbers resolved. No other contact was made. 
The week of the XXXX I called chase to take this to the next level. I was told there isnt any one higher and that Mr. XXXX closed the case. That I agreed to close the case. I did not. I have not heard from Chase since.

Company response to consumer: Closed with monetary relief