Consumer complaint received 2022-03-04
Company: JPMORGAN CHASE & CO.
State: MA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
I currently have my mortgage with chase bank. I called on XX/XX/XXXX to injury about how to drop my PMI ( private mortgage insurance ). I was told that I would have to get a broker price opinion ( BPO ). I was asked if I consent to a BPO which I stated I did. I gave my bank account information over the phone for a amount of {$150.00} fee for the BPO. I was told that the BPO would need to be scheduled within XXXX business day. I agreed. After 10 business days, I did not receive a call scheduling the BPO. I called Chase back. There were many " issues with computers '' and ultimately chase could not find my request despite all phone calls being recorded. After the representative asking to call me back, not calling the right number I gave her for a call back etc, I consented again and gave my verbal consent for BPO and bank account information for a {$150.00} fee. I did see this fee get charged and placed on my mortgage account. I then waited another 10 business days and called Chase back. I was told that the funds were processed incorrectly and that the {$150.00} went to the principle. I explained that I still had not received a call from a BPO agent and since this had been well over the initial 7 business days this should be expedite. I was placed on the phone with an " expedited case manager ''. I explain to him that I would like to know what BPO agent was assigned to my account given it had been greater than their policy of 7 business days. The expedited case manager could not help. I believe this is fraud as they are holding my funds of {$150.00} and not providing the service promised. I have spent approx 10 hours on the phone with chase to resolve this with no resolve possible. 

I had finally been contacted by a bpo agent completing a BPO on XX/XX/XXXX. I was told by this BPO agent that the BPO was submitted by XXXX on XX/XX/XXXX. I received a call from the executive office XXXX XXXX on XX/XX/XXXX. I asked her for an update as the bpo agent stated that chase would have the bpo by Tuesday. She did not have one to provide. I called back on Friday many times after I tried to leave a message and it would try to disconnect me. I was told by XXXX that she escalated my case. I asked her for an average time one should expect to hear the result as a BPO. I was not given an answer. I was told by XXXX that she would call me to update me on Monday. I did not hear from her on Monday XX/XX/XXXX and therefore called her at XXXX. I was told again that she escalated the case. I asked her how long one would expect a case to be escalated until they hear back. She was unable to give me a time frame. I explained to her I would be filing another complaint as well as calling morning and afternoon daily until this is solved. 

I have been speaking with XXXX on the phone/in person about every other day. I have been asking fair questions in regards to how long I should expect to wait to receive a bpo and she has been unable to answer. I asked once receiving a bpo how long does that take to come into effect, and she has been unable to answer. On Wednesday XXXX, XXXX stated my bpo had been received and I asked her what the average time it takes to hear back from chase, again she could not answer. I asked XXXX to speak to her manager. She stated her manager was XXXX XXXX. I requested she give me a call and she has yet to do so. I feel as though this is discrimination and will be getting lawyers to assist.

Company response to consumer: Closed with explanation