Consumer complaint received 2021-12-16
Company: JPMORGAN CHASE & CO.
State: TX
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Closing on a mortgage

Complaint:
Chase Home XXXX called me yesterday about my original complaint ( XXXX ), and while they notified you they needed more time to officially respond, they were quick to call me to advise they reviewed the complaint and are prepared to close the complaint with a response to you that no action is being taken to resolve this complaint. I vehemently object to their position and do NOT consider this matter closed. 

This new complaint is in regards to their process on handling formal federal complaints. My recommendation would be that an unbiased 3rd party inject themselves. What I am learning is that their " review team '' is an XXXX group of the same team who created the problem in the first place. The " XXXX XXXX XXXX XXXX  engaged was the " senior leadership '' that supervised the individuals ( XXXX XXXX XXXX  Client Care Specialist, Underwriter, Supervisor who intervened during the process ) and the process that failed us. 

Yesterday when I asked the Executive Support point of contact for the name, email address and phone number for the board-appointed officer presiding currently over Chase Home XXXX XXXX she gave me the name of XXXX XXXX XXXX XXXX XXXX Vice President. 
They can't even answer a simple question with an honest and accurate answer. I am learning this morning that XXXX XXXX was part of the " internal '' team that reviewed the original complaint. He is not an officer of the firm. That is inherently a flawed review. That wreaks of bias, and discriminate behavior ( for those at Chase who struggle with that definition, I am using it in the definitive terms of knowing right from wrong just to be clear ). This group of XXXX XXXX reviewers spent 15 days exclusively on how to defend Chase actions, and no time on resolution. That is problematic, at least for a company who claims to be about the customer. I believe they are making a mockery of your oversight and process to address customer issues. It isn't about resolution, to be clear. 

Here is my proposal to Chase, however, in a final attempt to put this to bed. If a board-appointed officer ( as an example XXXX XXXX XXXX XXXX XXXX, whom I also attempted to reach unsuccessfully because of the " XXXX '' ) will comprehensively review what transpired from XXXX through present ( including post-closing frustrations with appealing the handling of this ) and attest in writing that he ( or she ) assessed that Chase Home XXXX did not mishandle, err in judgment or in process, or in any decision or action made by any representative of Chase Home XXXX , I will readily retract my complaints and close the issue. If on the other hand, he or she finds Chase did not act in good faith or created impediments from mistakes anywhere in the process, I feel concessions should be initiated as previously requested to resolve our dispute. 

I think that is a fair way -- - placing the ultimate decision into the hands of the officer who publicly is the arbiter for all things Chase Home XXXX. This will also remove the present team who has a vested interest in defending all actions through this complaint, and places more emphasis on resolution even if it isn't in my favor. 

When sending the complaint officially to Chase Home XXXX, I respectfully request that an attempt be made to address XXXX XXXX directly.

Company response to consumer: Closed with explanation