Consumer complaint received 2017-08-04
Company: JPMORGAN CHASE & CO.
State: CO
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage

Complaint:
I am writing to complain about Chase 's services in approving the bank loan for the purchase of a condo. I have been under contract since XX/XX/XXXX, on XX/XX/XXXX I started the loan process with Chase ( I had been pre-approved for loan much earlier ). My mortgage banker XXXX XXXX knew when my closing date is scheduled. I provided all the documents that she requested. She informed me that she would keep in touch with me and notify me immediately if anything additional is needed. However, the banker turned out to be unprofessional - not responding to emails and phone calls, not informing me about documents required from my country that needed to be translated. At the end, she went on leave of absence leaving my application unfinished and me unable to meet my closing date on XX/XX/XXXX. After that there was a team of people assigned to speed up my process so I could meet the second deadline but they also took time to collect all the information and documents. They were not able to get necessary documents required by the underwriter to be translated in time and at the end I was not ableto close my contract on XX/XX/XXXX. On XX/XX/XXXX I received an email from Chase stating that they would haveall the documents ready from the translation department on XX/XX/XXXX, they suggest the date of XX/XX/XXXX asclosing objection and XX/XX/XXXX as closing date. The seller agreed for extension on condition that if I do n't  meet the deadline for the third time {$1500.00} will be paid to the seller from my earnest money. The delays, lack of communication, constant misinformation caused me a huge mental distress and frustration, it caused a lot of inconvenience to the seller and what 's the most important the services provided by Chase and its team caused me to miss my closing deadlines twice already just because its employees are not on top of things and require additional documents at the very last minute or push my application from one underwriter to another. I am very disappointed with lack of professionalism from certain Chase employees and their supervisor. Had I known that the loan application would be delayed so much I would have gone with another institution. Today XX/XX/XXXX, I received another email stating that Chase was not able to get the translation done fortomorrow and they should have it on the XX/XX/XXXX. Therefore they suggest another closing date as XX/XX/XXXX.  That would be the 4th extension for me and the seler. Chase changed my mortgage banker but they never informed me about it or gave me any explanation why and when I asked them, they never responded to my email. I also never got any answer from them regarding the translation and why it would n't be ready for XX/XX/XXXX. I feel like there is no good quality customer service or transparency from Chase 's side. People who work on my case keep missing deadlines and that makes me miss deadlines as well. If I do n't close on XX/XX/XXXX I will lose part of my earnest money and I was just following the the advice I had been given by Chase regarding the possible closing. My lease at my current apartment expires on XX/XX/XXXX and I already informed my landlord that I am not going to renew my lease as I was hoping that by that time I will have a place of my own. If I do n't purchase this place I am risking not having a place to live or being able to renew my lease again.

Company response to consumer: Closed with explanation