Consumer complaint received 2023-08-06
Company: JPMORGAN CHASE & CO.
State: TX
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Closing on a mortgage

Complaint:
This is a complaint against JP Morgan Chase Mortgage department. During the application process, I was conditionally pre-approved XX/XX/XXXX. I provided all the info and documentations requested by Chase as needed. I barely heard from Home Lender during the last few weeks and was communicating with an assigned XXXX XXXX XXXX. He was very helpful and kept communicating that there seems to be no issues and we are on track for closing date XX/XX/XXXX. I received a " Closing Disclosure Package '' from Chase dated XX/XX/XXXX ( at XXXX XXXX  XXXX ) with the loan terms we had discussed and agreed upon. I also received " Standard Package '' doc on XX/XX/XXXX, with the same terms listed on the closing disclosure the day before. Everything looked good for the closing date. 

Then on XX/XX/XXXXXXXX XXXX XXXX XXXX XXXX ) I received an " Underwriting package '' with completely different team than what were listed in the Closing Disclosure received 2 days ago ( XX/XX/XXXX ). I called my XXXX  XXXX  XXXX and he didn't even have a copy of my Closing Disclosure and said he would check with underwriting. 

He called me back on XXXX stating the Closing Disclosure I received was an " initial '' disclosure and " not final ''. The document I received from Chase clearly states on top of the page " This form is a statement of final loan terms and closing costs. Compare this document with your Loan Estimate. '' I inform the XXXX XXXX XXXXXXXX about the discrepancy and asked him to provide me with info around what changed and why? He was not able to provide any context but said it may be because of {$64.00} I had on my apple card account. I paid that account immediately while on the phone with him and sent him confirmations. 

Not only did my loan amount change, chase also changed my point discount, effectively asking for more curing closing. Without any communication or feedback as to why. I finally received a call from my XXXX XXXX XXXX and she was also unaware of the changes and reason behind it. She mentioned she would check with underwriting and ask them to abide by the agreed up terms. I also requested for them to provide me the credit report of any info as to what changed from their end that would change the terms this late in the game. I was supposed to get follow-up call on Friday XXXX. I called my home lender and left her a VM on her office and cell. I called her boss and left him a message. Sent them both an email to call me when they have a chance. I called my XXXX XXXX XXXXXXXX, his boss ( who was out of office ), and her back-up and left them a voicemail. In total called about 6 people from Chase and did not hear back from anyone. No email, no phone call back. Finally called their hotline and spoke to a nice gentlemen who had ( naturally ) no context on my application but suggested he was going to escalate internally to get a response. Today is Sun XXXX and I have yet to hear any communication from Chase about my loan that I'm supposed to close on XX/XX/XXXX. 

I'm attaching all documents mentioned above as for reference including the audit log which provide timestamps. Also attaching a screenshot of document sections directly from Chase 's website.

Company response to consumer: Closed with explanation