Consumer complaint received 2021-07-15
Company: JPMORGAN CHASE & CO.
State: TN
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage

Complaint:
My husband and I applied for a home loan refinance with Chase on XX/XX/2021. The initial application process was fairly smooth. The following day, Chase sent me a notification that my husband owns an " undisclosed property '', and they requested documentation to prove that he does not own it. The property in question belongs to my father-in-law, who shares the same name as my husband. I immediately sent to Chase documentation showing that my husband is trustee for that property, but we do not own it. The property is in another county from my home that I'm trying to refinance. 

The next day, I received a notification that Chase could not process the loan because my home is in a trust. My home has never been in a trust. They just took the documents I sent them about the " undisclosed property '', didn't read them, and tried to reject my loan on a completely bogus basis. I pulled the deed from the county and sent it to them, showing that the house is titled in our names, and explained that the trust is for a completely different house, one which they had asked me to prove I don't own ... 

At this point I requested via email to change title companies, because I thought XXXX had made this error with the trust ( in hindsight, it's probably all Chase 's fault ). It took a full 3 weeks for anyone to acknowledge this request, at which point they told me I'd failed to fill out a form that they never sent me. I chose a title company I've worked with before, that's right down the street from my home. This was also the point at which XXXX XXXX began going out of town for multiple extended periods. She would have different random people email me to tell me that my house was in a trust. She would never answer the phone. After a full month, Chase finally conceded that my house was not in a trust. 

On XX/XX/XXXX, I received what would be the first of 4 Closing Disclosures. Despite all the wrangling and paperwork, XXXX was still erroneously listed as the title agent. On XX/XX/XXXX, XXXX XXXX called me and told me that my closing had been scheduled for XX/XX/XXXX at XXXX at my home. I questioned this, and reminded her that the title agency is right down the road. Ms. XXXX assured me that if there were any changes, she would call me. At that point, Ms. XXXX called XXXX XXXX at XXXX XXXX and asked how much it would be for them to send me a remote notary, and they replied {$200.00}. Ms. XXXX told them not to do that, and never made any further contact with Closed or with me. She uploaded an updated closing disclosure that still showed all fees going to XXXX XXXX. The closing appointment for XX/XX/XXXX came and went. Ms. XXXX was again absent from work, so I had to call her supervisor, XXXX XXXX. The supervisor assured me he would take care of it himself. I asked that Ms. XXXX no longer be on my case. Unfortunately that plea fell on deaf ears. 

At this point, XXXX XXXX became very responsive, calling me several times to set up a new closing date. She intitially sent me a date without clearing it with XXXX XXXX, so it had to be moved. We settled on XX/XX/XXXX at XXXX. This communication occurred on XX/XX/XXXX, so Chase had 6 days to send documentation to XXXX and send me a closing disclosure. Neither ever happened. 

My husband and I arrived at the title office at XXXX this morning to be informed that they had been blowing up Chase by phone and email since the previous day, and they had received nothing. No XXXX. No updated payoff. Nothing. We went home. Four hours later, XXXX XXXX uploaded a closing disclosure to the online portal. Four hours AFTER the closing was scheduled to take place. At this point, Ms. XXXX sent me an email and tried to blame the delay on XXXX XXXX, stating that Chase had sent them everything and they were just waiting to hear back. The payoff amount listed on this disclosure was almost identical to the amount from one month prior, even though I have made one regular payment and one extra principal payment since then. I requested my own payoff letter from XXXX, and it is for roughly {$3000.00} less than the closing disclosure amount. How many customers are they jacking up loan amounts on by inflating the payoff figure? 

XXXX worked feverishly throughout the day today to try to gather all the documents from Chase, but Chase did not deliver before close of business. Now my husband and I will be taking off a THIRD day from work next Wednesday. I still have no confidence that Chase will deliver the appropriate documents to XXXX in time for next week 's appointment. 

Fortunately I have been able to work remotely, and so did not lose any wages from these repeated missed appointments that Chase sets up and never follows through on. My husband, however, is currently out {$750.00} for two lost days of wages, and the work hour loss caused him to miss out on overtime pay this cycle.

Company response to consumer: Closed with explanation