Consumer complaint received 2019-01-25
Company: JPMORGAN CHASE & CO.
State: NC
Product: Mortgage
Sub-product: FHA mortgage
Issue: Trouble during payment process

Complaint:
XX/XX/XXXX Flooding occurred I contacted XXXX XXXX ( insurance provider ). They told me I could pull out anything wet. I pulled out clothing, towels, ruined items, furniture, etc. 
They sent an adjuster. At his visit he said that he was approving me for an {$8000.00} building check to get started. And to go ahead and contact my mortgage company, because they would need to endorse it as well. He also told me that I could pull out anything wet. He informed me that I did not have to have a license contractor to do work in the house. I could choose who I wanted or do it myself. 
I immediately called Chase, told them I flooded, have a check coming and asked what did I need to do. The woman told me to write down a tracking number, sign the check and submit to them so they could endorse it. At this time I didnt know that they kept the money and dealt it out to me. There was nothing said about a process or anything further. 
XX/XX/XXXX {$8000.00} check cut by XXXX. 
XX/XX/XXXX Went into agreement with XXXX XXXX to do tear out and install. 
XX/XX/XXXX Demo/removal started by XXXX XXXX. {$5000.00} XX/XX/XXXX I mailed check to Chase. 
XX/XX/XXXX Chase cut my {$8000.00} start-up check for building repair. 
XX/XX/XXXX Electrical repairs made dryers couldnt work {$220.00} XX/XX/XXXX Drying started. {$3000.00} XX/XX/XXXX Electrical repairs made {$170.00} XX/XX/XXXX new septic pump installed {$700.00} XX/XX/XXXX I mailed in the {$72000.00} check from XXXX  to Chase, endorsed. I talked to XXXX XXXX there and she said send in the endorsed check and that the money was put in a restricted escrow account. 
XX/XX/XXXX completed declaration of intent to repair via website XXXX   where I first logged on and began to see the forms chase had online. 
XX/XX/XXXX I contacted XXXX and told him forms had to be completed. He said he wasnt bonded. I told him I would contact chase. 
Contacted chase. 
XX/XX/XXXX Told XXXX I talked to chase and they said as long as he was licensed you could leave the bonding info off. He said drywall is not licensed sub work. I ensured him I would get him his money because chase was aware of my situation. 
XX/XX/XXXX Submitted intent to repair form XX/XX/XXXX I contacted XXXX and asked him to complete XXXX and Contractors Lien Waiver and said if he could fill that out, Chase knows I dont need a general contractor ( to do drywall work ) XX/XX/XXXX I asked XXXX for the paperwork again and I said thats fine about the license and bonding. I talked to Chase about it. 
XX/XX/XXXX-XX/XX/XXXX Drywall install completed {$6500.00} XX/XX/XXXX XXXX appliance receipts uploaded . {$4700.00} XX/XX/XXXX First inspection requested by me. Cancelled by Chase when? 
XX/XX/XXXX Letter mailed from Chase saying they received my exception request but cant approve it until they receive an inspection report showing the status of the repairs. 
XX/XX/XXXX Tile completed in bath {$630.00} XX/XX/XXXX Submitted a letter to Chase XXXX per their directions, requesting to waive Contractors Lien Waiver and Copy of Contractors license/insurance and bonding. I had talked to chase that day and was told everything would be fine, just to submit the letter of request. 
XX/XX/XXXX Wood delivered {$1700.00} XX/XX/XXXX-XX/XX/XXXX Painting {$1800.00} ( had paid for paint supplies before XX/XX/XXXX {$1200.00} ) XX/XX/XXXX 2nd inspection requested by me when I discovered 1st was cancelled they said because the inspector tried to contact me three times. 
XX/XX/XXXX-XX/XX/XXXX Concrete floors painted {$440.00} XX/XX/XXXX Trim and door supplies purchased {$1100.00} XX/XX/XXXX-XX/XX/XXXX Trim and doors installed {$790.00} XX/XX/XXXX Trim and door supplies {$120.00} XX/XX/XXXX 2nd inspection cancelled by Chase. Saw that online. Had no notification. 
XX/XX/XXXX Found out forms were not waived by chase. Talked to XXXX XXXX asked why inspection was cancelled. She said ( the second time I have been told this ) that the notes say the inspection was cancelled because they tried to contact me. Thats what Ive been told both times. She said that the reason was probably because I still didnt have a licensed contractor, even though it was noted otherwise. I never had any calls from inspectors or messages even though they said I had at least 6 calls concerning. I asked to speak with a supervisor, got XXXX XXXX, resolution specialist/account supervisor. Needed a license and the request was never approved. She said you can request anything you want, doesnt mean youre going to get it. Thats the point of a request. All said in a matter of fact and condescending tone. I informed her Chase had told me to do the request in the first place and ensured me it was fine for my situation. 
XX/XX/XXXX 3rd Inspection requested XX/XX/XXXX Letter mailed by chase saying received exception request but cant approve until they have paid in full invoices and valid receipts exceeding {$28000.00} released thus far. 
XX/XX/XXXX Inspector called to make inspection appointment. 
XX/XX/XXXX Toilet and sink in full bath installed XX/XX/XXXX Chase mailed letter that said theyve approved my exception request and will send me an insurance claim funds check by XX/XX/XXXX. The next check I received was XX/XX/XXXX for {$790.00}. 
XX/XX/XXXX Had inspection it was deemed 70 % complete by third party contracted by Chase. 
XX/XX/XXXX They mailed a letter with my check for {$790.00} that said they will send the rest of my funds we they receive a final inspection report showing that repairs to the property are at least 90 % complete. 
XX/XX/XXXX Talked to XXXX XXXX from Chase and she said repairs were not complete. I was at 70 %. They were still holding {$50000.00}. I asked what needed to be done for 100 % inspection and she said floors, cabinets, fixtures, outlets. No money until they get a contractor license and lien waiver. 
XX/XX/XXXX Uploaded contractors lien waiver and XXXX contract and letter requesting reimbursement and final receipt. XX/XX/XXXX I had requested a check for him from chase. 
XX/XX/XXXX Talked to XXXX at XXXX. Said I needed a contractors license or things could be made simpler if I switch to self-contractor. I said I had never heard that was possible, and first time I knew it was an option. She said it was possible if I had a current mortgage with them. Though if she switched me over to self-contracting, that I couldnt use the insurance check site and had to pay all out of pocket first then get submitted when totally done. I said I dont feel comfortable switching, I need to speak with my lawyer on what I should do because a ) I need an electronic record of everything and self-contracting relies on faxing and mail b ) how do I can I be ensured the money will come to me at the end? She said she was going to call XXXX to see if instead of a license he could produce proof of insurance / surety bond. I said feel free. She said that would work to release my funds. 
XX/XX/XXXX Talked with XXXX XXXX at Chase because they released {$450.00} I asked what for, it was for XXXX receipts of mitigation supplies. I told her I thought I was told I wasnt getting any more money until done because I still had plenty of unpaid receipts. She said if I could send in the XXXX XXXX {$6500.00} cancelled check, that they would reimburse me for that, but not release any more funds. She also said the notes said XXXX XXXX had been called but no answer on XX/XX/XXXX. 
XX/XX/XXXX Chase called me to inform me that they cancelled my check request to pay XXXX XXXX {$6500.00} since I had submitted a receipt that said paid. 
XX/XX/XXXX Flooring laid XX/XX/XXXX Cabinets installed. 
XX/XX/XXXX Floors to be sealed.

Company response to consumer: Closed with monetary relief