Consumer complaint received 2021-06-01
Company: JPMORGAN CHASE & CO.
State: OH
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage

Complaint:
Failed attempt to refinance my 30-year mortgage with Chase to a 15- year fixed.

1. During my original discussion with XXXX XXXX NMLS ID XXXX ( virtual banker ), I was informed that after we locked the rate if the rates dropped Chase would as a courtesy provide a requote for a more favorable rate. As I was going thru the loan process the interest rates dropped and I requested a new quote per the previous commitment Chase made to perform a requote as a one-time courtesy. The virtual banker informed me there was a new policy and Chase would charge a fee for a requote so the interest rate would not be favorable. The virtual banker indicated she could provide a price match if I submitted a quote from another financial institution. I submitted a quote from another financial institution and was informed that Chase would do a price match. The price match was 2.1 %. I was informed by the virtual banker that they were backed up and it may take a few days to get the new quote. The date the private banker made this commitment was XX/XX/2021. 
2. Durning my initial conversations with the virtual banker I was informed that I would be offered an additional .25 % off my rate if I became a Private Client. The virtual banker confirmed that she could stack two discounts 1. price match and 2. private client discount. After I received this confirmation about the stacking of two discounts, I made the decision to transfer equities from my XXXX XXXX account to Chase. 
3. The requirement for Private client status is {$250000.00}. I transferred two stocks from XXXX XXXX on XX/XX/XXXX - XXXX XXXX XXXX XXXX and XXXX XXXX XXXX XXXX XXXX. My Chase account only shows the XXXX stock. The INFORMATION XXXX XXXX stock is still missing. I have a tracking number from XXXX confirming that Chase received stock certificates from the XXXX on XXXX. XXXX XXXX from Chase signed for the certificates. 
XXXX. XXXX XXXX ( Private Client Banker ) NMLS XXXX had confirmed my Private Client status with virtual banker ( XXXX  ) and XXXX XXXX, XXXX XXXX XXXX NMLS ID XXXX. After not receiving an updated rate Im still hopeful that Chase will address these issues and honor the commitment that I have documented to the Price stack by utilizing the price match of 2.1 % and the PC discount of .25 for a rate of 1.8 % 5. XXXX XXXX XXXX, VP Investments Private Client Advisor opened a case to locate the missing INFORMATION XXXX XXXX stock that was received by XXXX XXXX on XX/XX/2021. I provided the tracking number and copies of the letters sent to Chase. As of XX/XX/2021 the stock is still missing. 
6. After Chase received equities from my XXXX XXXX account, I was informed there was a chance in policy, and they will no longer price stack. I was informed by XXXX XXXX XXXX, XXXX ID XXXX that he reviewed the recorded conversations with the virtual banker and there was never an agreement to do stacking with a price match and private client discount. 
7. I provided email documentation on XX/XX/2021 to XXXX XXXX XXXX that shows the virtual banker confirmation that the Final docs will show both the price matching and private client total.

Company response to consumer: Closed with non-monetary relief