Consumer complaint received 2017-02-04
Company: JPMORGAN CHASE & CO.
State: CA
Product: Mortgage
Sub-product: Conventional fixed mortgage
Issue: Settlement process and costs

Complaint:
I had previously submitted a complaint in XXXX 2016, which generated case # XXXX with the CFPB. Please refer to that case for additional information. At that conclusion of that case Chase Bank had responded by sending me a letter acknowledging there had been mistakes on their end and that they had already agreed to reimburse me {$1000.00} to cover the costs of the flight, hotel, and property management company I had to hire. In their response they also acknowledged that their own research concluded there was an inadvertent error with their system properly reflecting my XXXX exchange account on the final closing disclosure. 
What Chase failed to acknowledge was the amount I was asking for to be reimbursed for the financial cost I will endure due to their mistake with their system reflecting my XXXX exchange account. Due to this error there was major confusion and different information being provided by Chase on the day I was set to close. The title company, my agent, and I were told that morning by Chase that we were not going to be able to close that day because Chase did not know what a XXXX exchange was or that the property was going to be purchased with a XXXX exchange. Due to the confusion and the fact that we were initially told by Chase we would not be able to close as scheduled I never had the opportunity to wire the closing costs of the deal as planned. In a XXXX exchange the exchange company CAN NOT pay the closing costs of the loan without me taking a tax hit. As we were approaching the cut off time for a my exchange company to wire the down payment on the property we were still not getting answers from Chase. My exchange company then went ahead and wired the entire amount due at closing, including the closing costs, because otherwise they would have missed the cut off time for a wire and they did not have final figures from Chase indicating the exact amount I needed to pay and the exact amount the exchange company needed to pay. Because of this I will now be taking a tax hit on the amount of the closing costs that I was to have paid via wire. The total amount of the closing costs were around {$5000.00} and since its off the sale of a rental property with a 20 % tax rate I will be assessed a tax hit of approximately {$1000.00}. I am asking Chase for this {$1000.00}. 
When Chase responded with their letter after my initial complaint with the CFPB the letter said to call them if I had any questions. That letter was sent on XXXX/XXXX/2016 and I have called Chase more than a dozen times since then to have this resolved and Chase has not responded to XXXX of my calls. I had worked my way up the chain starting with my loan officer and getting his supervisor and then his supervisor and so on and finally trying to reach XXXX XXXX and XXXX XXXX in the Chase Executive Office. Several messages were left by me and I had asked the operator to email them as well saying it was urgent that they call me. But I still have not received a response. 
Once again Chase Bank is showing total disregard for me as a customer. They have ignored all my attempts at contacting them the last 2 months. I am asking that Chase Bank hold up to the responsibility of their admitted error with my XXXX exchange and that they reimburse me the tax hit of {$1000.00} I will be taking due to their error.

Company response to consumer: Closed with explanation