Consumer complaint received 2021-07-18
Company: JPMORGAN CHASE & CO.
State: OH
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Closing on a mortgage

Complaint:
I owned a first mortgage with Chase and a HELOC also with Chase. I was contacted by Chase to offer opportunity to re-finance. I met with mortgage person. The mortgage process was complicated and required a lot of work on my part. As example, their mobile app feature MYHOME does not work properly and I was unable to upload documents to the app as requested, so to satisfy this request, I had to log onto a computer for the first time in 10 years to bank via Chase.com which required me to get security pass codes sent to establish identity. Next I was told I would not have to verify income because they could verify it via my direct deposits via Chase checking, then was later told I needed to produce them for pay stubs as well as multiple years of W2s even though I was a 24 year customer. I did all of that. When my closing was scheduled for a Saturday. 1 hour before the closing XXXX called to cancel it and stated that " Chase did not reply to multiple requests to them in order to have the closing on time. They said Chase did not verify my include among other things. Then, it was rescheduled for XXXX the following Wednesday and the night before the called to confirm it was scheduled for XXXX. Then I changed my schedule to accommodate that new time. Then, the morning of my rescheduled closing I got a call confirming it was for XXXX and I said no it was at XXXX. They called XXXX and then I got a call back saying it was not happening at XXXX  because they assigned my closing to another notary. I had to engage to make the closing happen at XXXX  with the second notary but then was concerned that the first notary had all of my personal documents. The closing did happen that day at XXXX. I signed all of the documents and 4-5 days latter received the cash out portion to use to pay down debt. One of the closing documents said that my property taxes were paid current and through XX/XX/2022. Turns out even though that was in my closing package, somehow between Chase and XXXX they both missed that my property taxes were not paid. Currently I have {$5800.00} property taxes due. Chase had not made a good faith effort to resolve this issue and has passed the escalation around to a team internally who said they will follow up with me by XXXX XXXX. Since this issues is time sensitive with property taxes due I want to escalate this to the highest level. My complaint is : poor service, broken tech/tools in MY Home Mobile, missed closings, multiple rescheduled closings, major error in reconciling and balancing the closing of the mortgage which resulted in property taxes not being paid timely, financial impact to me given I thought property taxes were paid and now they are due. Chase offers a {$2500.00} closing guarantee if a closing is missed due to no fault of the customer. But the fine print says NOT for Re-finance. I believe this practice is unfair because regular mortgage customers get prioritized over re-finance customers and these service failures result.

Company response to consumer: Closed with monetary relief