Consumer complaint received 2016-05-14
Company: JPMORGAN CHASE & CO.
State: AZ
Product: Mortgage
Sub-product: Conventional fixed mortgage
Issue: Application, originator, mortgage broker

Complaint:
My mortgage experience with Chase was not good, the process was long and painful ; it lasted from XXXX XXXX to XXXX XXXX. The closing date was postponed three times because Chase was not able to close by the contracted date, and some information that I received during the process was misguiding. Despite the multiple times that the Closing Disclosure was reviewed by the Chase team, at the end, it came out with a mistake that worked against me. The appraisal should have been charged to the seller, as stated on the purchase contract at line XXXX, which document is attached, and was charged to me instead. Several times before closing, I pointed out to the Mortgage Banker, XXXX XXXX XXXX, that the seller was going to pay for the appraisal, and multiple times he told me that it was the XXXX XXXX responsibility to take care of it. As of today 's date, nothing has been done to correct such mistake despite the promises from the Mortgage Banker who said to me he would do something to correct it. Even on the day of closing, which is the date I signed at the title company, my Realtor sent a text to XXXX stating, " XXXX is signing at title right now. The settlement statement does n't reflect the {$500.00} she has already paid. Where is it shown. '' XXXX responded to her, " I 'm not in front of my computer, but if it is not there ... I will have it refunded to her after closing. '' ( The amount to be refunded to me is actually {$450.00}. ) After closing, the blame went back and forth between Chase and the XXXX XXXX and nothing was resolved. 
The first two times the closing could not happen, Chase was blaming the HOA first and, the XXXX XXXX XXXX next for not responding on time about certain information being required ; others were blaming Chase for requesting the information late on the process. The third time the closing was postponed was related to collection agencies claims on my credit report. These claims were well known by the Chase team since the very beginning of the lending process when XXXX did my preapproval, and I was misguided by the Mortgage Banker about how to handle these claims. I am sure, he himself, was not advised properly or not advised at all by other members of the team about how to proceed regarding the collection reports. At the last minute, on XXXX XXXX, Chase decided to postpone the closing for the third time and charge full amounts of the " debts '' to me on the closing disclosure ; even though I had already agreed to lower amounts with the agencies. Those agreements were done with the aid of the Mortgage XXXX who helped me to call the agencies to reduce the amounts and advised me to hold the payments, arguing that these were going to be paid after closing ; which was not the case. 
The bad experience does not finish here unfortunately ; recently I received my Chase credit card statement and found an unfamiliar charge of {$140.00} that I did not authorized ; it is related to the HOA Company of the condominium complex. I inquired an explanation of such charge, and was informed that the lender had authorized it. If at least Chase would have told me that they were allowing a charge on my credit card, it would have been nice. 
As in any Mortgage process, the customer has direct contact only with the Mortgage Banker and not with anyone else at Chase ; my frustration about the process is not specifically against him ; I must say that he tried to be helpful every time I directed a request to him. My frustration is with the whole team that did not show to be very efficient nor well coordinated.

Company response to consumer: Closed with monetary relief