Consumer complaint received 2017-04-17
Company: JPMORGAN CHASE & CO.
State: FL
Product: Mortgage
Sub-product: Conventional fixed mortgage
Issue: Application, originator, mortgage broker

Complaint:
I applied for a MORTGAGE  re-fi o  n Chase.com. I fille d out the application with personal info but NO financial inf o ( no credit card no 's ). I logged into Chase.com with my log in from my Chase VISA card. I decided to withdraw the application within less than 30 minutes after I learned that Chase OUTSOURCES its Home Equity Loans -- even though I wanted to look into  a re-fi that consolidates both the first and second.   After getting a confirmation that I " applied '' for  a Home Equity Loan, I called  and withdrew my application.   Not but  40 minut es went by when I got an unsolicited phone call from a woman who said she was with  XXXX   XXXX   XXXX . I never called them. I never gave C hase permission to sell my phone number. I read the disclosures, too. I just want people to BEWARE that Chase does N OT have mortgage bankers handle Home Equity loans, or re-financing. If you apply online, you ca n't be sure if your application will go to the mortgage department. I was shocked to see the confirmation of my application say, " thank you for applying for a line of credit wi th Chase. '' That statement was very confusing because ON the Chase online application, it says " Chase does not offer Home Equity Loans. '' I think that is  clear.I was not asking for an equity loan but a re-fi on my online application.   I think  Chase is confusing people, I think they are being dishonest by not telling people that Chase no longer has a Home Equity loans, that these loans are outsourced. When I called, I was not given the number to a mortgage banker but instead, a person got on the pho ne with me and said he was with the NMLIS and his number was  XXXX  and when I asked the man to please repeat it, because he said it so fast, he just kept talking. Finally, he said it stands for  XXXX    XXXX     XXXX   XXXX . But what does that mean? It means nothing. It does n't say if these people work for  Chase, or someone else, or if this is an actual certification. The loan officer went s o fast, spout off a bunch of numbers, like  XXXX , which was the man 's number. No name, just that.   I think when people do this, it is to cover up for something, like  Chase 's not providing these loans from Chase, but from some outsourced  outfit.   I asked the man whose number was  XXXX  to withdraw my application, and DO NOT pull my credit.   I had to lift freezes on my credit report to apply to either re-fi both mortgages, re-fi the home equity, re-fi the home equity to see if I could get a fixed rate. But I do not want a pull on my credit report WASTED on this exercise in futility with Chase.   The loan man first said he did n't see my application though i gave the number on the application that showed up in the confirmation I got when I completed it online. Then he said he did see it and would have it withdrawn.   Why ca n't Chase be honest?    Chase and other big banks make so much money, yet they are dishonest and do not want to be bothered with smaller loans, smaller mortgages. Chase also advertises one rate on its website, but tells you a rate significantly higher on the phone. Their starting rate for a loan from {$50000.00} to {$99000.00} was 4.2 percent for its best customers ( bullet proof credit ) but that is NOT what a woman told me when I called. She quoted me a rate of 7.63 as the best rate for bullet proof credit. Big difference.    You at  the CFPB have a hard time now with Trump in office. But I hope you still stay on these banks, because a lot of people are going to be hurt if Trump pushes for higher interest rates with the economy being fragile as it is, and now these companies are going to get a message that it okay to be dishonest because Trump  indicates that anything goes. Please do not let that happen.    thank you,  XXXX   XXXX

Company response to consumer: Closed with explanation