Consumer complaint received 2021-11-03
Company: JPMORGAN CHASE & CO.
State: NJ
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Closing on a mortgage

Complaint:
The mortgage closing process was a fiasco. It all started when I followed up on XX/XX/XXXX to make sure that my loan was closing on XX/XX/XXXX. I was told by XXXX XXXX ( XXXX ID XXXX ) that the Closing Disclosure was not signed on time. I told her the minute i received it on the XXXX I opened it. She also followed up with an email apologizing their system was down and that she just sent the disclosure. This issue delayed my closing until XX/XX/XXXX. I was furious that this happened and asked to speak to a supervisor. I do not remember the supervisor name but was told by him that the disclosure was sent Monday XX/XX/XXXX. I understand the law regarding 3 days for the disclosure but to be lied to by the supervisor was frustrating. During the Delay of the closing I incurred some additional expenses which I was told by Lending Manager XXXX XXXX ( XXXX ID XXXX ) to submit receipts of expenses and I would be reimbursed. Post Closing I was called by Sr Home Lending Advisor XXXX XXXX ( XXXX ID XXXX ) to talk about the closing. He also said to just submit the receipts and I would be reimbursed. Here is a major part of my complaint. He then proceeded to tell me that I would also be receiving a check for {$2500.00} for being a good customer and for the troubles I encountered. Immediately after the offer of {$2500.00} he also said I would be receiving a customer satisfaction survey and if I would not fill that out it would be appreciated. He stated that although it seems like it is the process you are reviewing it actually falls back on him so he would appreciate me not completing it. XXXX definition of bribe- " money or favor given or promised in order to influence the judgment or conduct of a person in a position of trust ''. 

After 2 weeks of not receiving my reimbursement or {$2500.00} check I followed up with XXXX XXXX to inquire where my money was. I was told there was questions regarding my expenses and that I would not be receiving the {$2500.00} check because I had no proof XXXX offered it, so my good faith money ( bribe ) was revoked. I was furious at this point and asked to talk to XXXX 's manager. I was forwarded to XXXX XXXX who identified at a regional manager. She told me my expenses were actually rejected but that she would submit them and approve them that day. She also stated that the {$2500.00} was actually a closing guarantee that Chase offered but my circumstances did not qualify for this, this was the first time i learned that I was not getting money for being a good customer but that it is a gimmick they promise to try and drive more mortgages. 
I then opened a complaint with the Chase executive office under the guise of XXXX XXXX 's office. I spoke with XXXX and opened my complaint. I was assigned a executive team member XXXX XXXX who would review my case. After 2-3 days not sure exact timeframe she stated my expenses would be approved and returned to me. I said I thought XXXX did that already and she said they were not but would be. I said at that point i would appreciate the funds be overnighted to me which she complied. I then actually updated my request to have them direct deposited into my chase account which she also complied with. To date I still do not have these funds. I also asked for the resolution to be emailed which I have still not received. I asked for this to be escalated to be reviewed further and XXXX stated that she is the highest a complaint can go. My wife called later that day and asked XXXX to speak to her supervisor and was advised she would receive a call back in 24hrs. It is almost a week and still no call back. More lies from Chase. I called to speak with another executive team member about my case and was advised that since i have an open case they can escalate it to the management team. So XXXX lied again when she said the buck stopped with her. Today I was told i would receive a call back from them but am not holding my breath. The continual lies to cover for other employees at Chase is sickening and some of these people are licensed to do this work which I am positive has ethical standards as part of the licensing. In addition this is a financial institution so all employees should be held to ethical standards and in my case that has not happened.

Company response to consumer: Closed with monetary relief