Consumer complaint received 2016-04-06
Company: JPMORGAN CHASE & CO.
State: IL
Product: Mortgage
Sub-product: Conventional adjustable mortgage (ARM)
Issue: Settlement process and costs

Complaint:
I am in the process of applying for a home loan refinance with Chase bank and even though I have submitted all of the documents that they requested within two business days or less, I was informed that they needed more information. That was provided by the next business day however, I was then informed that I did n't submit all required documents within the 10 day limit and that I would have to pay an extra {$780.00} to keep my loan going. Now, I have submitted all additional documents and even though I still have 3 days remaining on my " rate lock '', they are telling me that I will have to pay for another extension to keep my loan going. 
All of the extra documentation was submitted as of last week and I was told last Thursday that my file was going to be reviewed on Friday. 
However, the reviewer did n't get to it on Friday because she had XXXX many files to do that day. I e-mailed asking why my file ca n't still be reviewed if I still have four days left until my " rate lock '' runs out and I 'm told that it they need an extension in order to finish my file and set up the closing. 
I have e-mailed the loan officer and the loan manager several times but ca n't get any other answer than that my file ca n't be finalized in the next 3 days before my " rate lock '' runs out and that they will need to extend the lock date at my expense. I have already been charged an extra {$780.00} ] to extend my rate lock due to Chase not being able to meet their own time frames and now they are trying to charge me again for another extension when I am in full compliance with their requests for information and they ca n't meet their own timeframes. I e-mailed the loan department manager and informed him that this is unacceptable and there is no reason that they ca n't review and finalize my file in the next three days that remain on my rate lock, especially since my file was set up to be reviewed last week. 
I have not ever once heard any response from this department manager on any of the e-mails that I have sent him or copied him on and still have no reason why I need to pay for an extension when there are still 3 days left on my rate lock. 
I 'm very disappointed, frustrated and angry with this whole application process and do n't see any reason that I should have to pay yet another penalty to Chase when I have been in complete compliance with all of their requests, etc. 
I really believe that my loan application with Chase is being mishandled and that I 'm being fraudulently charged for penalties that are not due to my timely response to their requests but to Chase 's inability and even refusal to act within their own timeframes. 
I do n't know what else to do. I want this loan but I really feel that I 'm being ripped off here. I did agree, reluctantly to the first penalty. However, I just ca n't give Chase another almost {$1000.00} when they still have 3 days to finish my loan and are refusing to do so. 
I really need someone 's help here. 
PLEASE HELP!

Company response to consumer: Closed with explanation