Consumer complaint received 2023-01-15
Company: JPMORGAN CHASE & CO.
State: VA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
REFERENCES : CFPB COMPLAINT ID SENT TO CHASE : XXXX ( XX/XX/XXXX ) XXXX Complaint ID # : XXXX ( XX/XX/XXXX ) CFPB COMPLAINT ID SENT TO CHASE : XXXX ( XX/XX/XXXX ) -- -- -- -- -- On XX/XX/XXXX I received an email from " Chase XXXX Executive Office XXXX XXXX that was dated " Tue, XX/XX/XXXX at XXXX PM ''. 
-- -- -- -- -- The email identified that I contact a dedicated specialist is XXXX XXXX, who can be reached at XXXX ( XXXX ) XXXX, extension XXXX. I am available Monday through Friday from XXXX XXXX to XXXXXXXX XXXX., Eastern time. It did not identify what was to be discussed if I did contact XXXX XXXX XXXX. Was it my past complaints or something new? 
-- -- -- -- -- So I called @ XXXX XX/XX/XXXX left message with no response by XXXX, I called again @ XXXX XX/XX/XXXX left message. their message said XXXX XXXX XXXX " was on the phone again '' No call back by XXXX and finally I called again @ XXXX XX/XX/XXXX left message. He was on the phone again with No call back by XXXX. 
-- -- -- -- -- As of this posting there has been no response from Chase, XXXX XXXX XXXX Given that the Chase XXXX Executive Office email had been sent on XXXX XXXX and there was NO identification that Chase 's representative, XXXX XXXX XXXX  might be on vacation or the offices closed, I had expected a response. However like their secure email system, if there is an issue that reflects badly on their business, Chase chooses to avoid, not to respond. 
-- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- - I understand from Chase 's responses documented in my original CFPB complaints that their officers can lie, by stating I had " withdrawn the application '' ( CFPB feedback XX/XX/XXXX ) for a mortgage without any proof. In my case, I talked to Chase officers over an unrecorded line, where they stated that they would accept an inspection from any inspector, the office made an email request from me to contact the inspector and then they just canceled my application. When I contacted the CFPB XXXX ( XX/XX/XXXX ), Chase responded stating that I had " withdrawn the application '' on XX/XX/XXXX, I had not- I do not understand why it was necessary for Chase to XXXX about how my application was canceled unless denying a loan request just after COVID to someone over XXXX, a Veteran with XXXX and taking care of a senior citizen would trip some discrimination flags. This refinance would have changed my financial posture from reactive ( roof, doors other failures that contributed to my debt ) to proactive and prepared for retirement. So to mitigate the risk they lied and said I had withdrawn the application. I did not know I had " withdrawn the application '' till after my CFPB complaint, which had been prompted by a lack of documentation on the cancellation in my online application documents provided by Chase. 
-- -- -- -- -- Since I am a current Chase customer I tried discussing their lying over secure messages. After I had learned that Chase 's position was that I had " withdrawn '' my application on XX/XX/XXXX in the previous CFPB complaint. Chase did not respond to any of the communications so I filed another CFPB complaint XXXX ( XX/XX/XXXX ). In their response on XX/XX/XXXX Chase doubles down on the lie, claiming they will not change their decision " without new information '', that they will ignore, like they did the original, stating that nothing was to be said so they chose not to respond to my inquiries, even with a form response that they made to the first CFPB complaint. This was reflected in Chase 's response to the CFPB complaint XXXX ( XX/XX/XXXX ) -- -- -- -- -- The bottom line is that Chase made a decision based upon a lie that I had " withdrawn '' the mortgage application on XX/XX/XXXX, this date is based on what, the word of an upset officer? I did not know that I did not " withdrawn '' the application till their response to CFPB XXXX ( XX/XX/XXXX ). When I attempted dialog on the issue using their secure messaging they ignored the attempts instead of repeating their lies or even a form message response. Now they made an insincere attempt at contact, on XX/XX/XXXX, I called three times leaving messages, XX/XX/XXXX, 30 and there has yet to be a callback as of this posting XX/XX/XXXX.

Company response to consumer: Closed with explanation