Consumer complaint received 2021-08-04
Company: JPMORGAN CHASE & CO.
State: NC
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage

Complaint:
I have three properties to refinance. I spoke with XXXX XXXX at JP Chase and spent several hours with him via phone on XX/XX/21 and XX/XX/21 filling out applications for three properties and giving him detailed financial information for him. Based on all that information and an initial screening by XXXX, all three refinance applications were conditionally approved. I spent the next few days providing bank statements, W-2 forms, etc through the online portal. I had told XXXX that property A was being renovated. 
Within 2 days, XXXX got back to me to tell me that Chase would not refinance property A because it was under renovation. So, property A was never able to be refinanced. I told him, No problem, I'll just apply for the refi when the renovation is completed. I asked XXXX to please refund the {$500.00} application fee. XXXX said he would make a request to do so. XXXX then left to go on vacation that turned into an extended leave. While XXXX was on vacation/leave, I was in communication with other individuals, including XXXX XXXX and XXXX XXXX. They did not know anything about my discussions with XXXX, and repeatedly told me incorrect information about the status of my refinance applications, such as the appraisal date. They also asked for information and documents that I had already provided. In addition they either created or allowed to exist extreme confusion regarding some stock option income that I offered repeatedly to explain, and which I had explained in detail to XXXX. 

Five weeks later after numerous inquiries, the application fee for property A still has not been refunded. It is an unfair practice to encourage consumers to file mortgage applications that have no chance of going through. The relatively low dollar amount refi for property B has gone forward, but the refi regarding property C has snagged because of the stock option income that they have refused to engage with me on. I have asked for the refund and updates on the Property C refi several times, with no answer. I have also requested escalation over and over but my several emails have been ignored. I also asked XXXX for a compliance person to contact to help resolve the problem, but after numerous requests there has been no contact person provided. In addition XXXX said he would call me on XX/XX/21 at XXXX XXXX and never did so. XXXX XXXX was filling in for XXXX while he was out and she also was unhelpful in resolving this issue. I asked for her supervisor and she provided the name of XXXX XXXX. XXXX XXXX ignored my first email. I sent her another email asking about the status of my loans, and she did not answer that question either. The end result is that Chase has charged me {$1500.00} in application fees and continues to ignore my reasonable requests for status updates on the loans and on the status of the refunds. They seem to be trying to hide from the fact that they didn't know what they were doing with my account and have refused to take responsibility for their own error in having me pay for application that they should have known at the outset would not result in loan. 

I have taken steps to dispute two {$500.00} charges on my credit card. By email dated XX/XX/21 XXXX said she would put in for a refund for one application, however I have no confidence that it will be promptly processed. It shouldn't be this hard to get Chase to do the right thing. Moreover, I have no desire to do business with a mortgage company that is trying to rip me off, so I want the application fee for property C should also be refunded.

Company response to consumer: Closed with explanation