Consumer complaint received 2020-03-26
Company: JPMORGAN CHASE & CO.
State: PA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
Summary : I need and expect 1 ) To be provided by Chase written verification that I have a complete copy of the closing documents they retain on file in my account, and 2 ) To have Chase send to me with that letter in a single and complete package that consists of a complete copy of all the documents from my XX/XX/XXXX mortgage closing that are reproduced in their entirety and properly printed so that the entire content of the documents are displayed. This is necessary because of the numerous errors, improper printing of documents sent, plus the failure by three representatives to identify and provide all the documents. *** At this point I am no longer confident of receipt of the complete mortgage closing document without these two items. I want to receive this information from Chase within one month of this complaint received by Chase or a time frame you consider reasonable. 

If additional information is needed I can provide other details to process this complaint, including sample photos of improperly printed documents, dates when worked with representatives, list of documents incomplete and improperly printed, number of times improperly prepared documents sent, etc. 

Background I misplaced the original of my Chase mortgage refinanced under HARP. In XXXX I contacted Chase customer service to have a hard copy sent to me. To date I have worked with three individuals -- two in customer service, one at a branch in OH. I have yet to to receive all the documents that comprise the documents at closing ( XXXX XXXX ). The initial mailings of the documents from the e-copy of the original were incomplete or not printed properly. Every time I speak to a Chase employee I discover that there is still a document I have not been sent, although twice I have been told everything has been sent. To date, XX/XX/XXXX, I still do not have all the documents in hand. And can not be certain until I receive confirmation of that from Chase. ( All three Chase employees have told me I do have them and they were incorrect. ) On XX/XX/XXXX I called and left a message at the complaint number provided by a Chase customer service representative ( XXXX ) to explain about the problems encountered. No reply. 


In addition to needing to have a complete copy of the mortgage closing documents, if I sell my house I need to be certain I have all the information needed for the sale. One of the Chase representative 's told me if that becomes a problem I can work with Chase 's legal department. I let her know that was not acceptable given the problems encountered to receive a complete usable copy of the documents from my XX/XX/XXXX closing. 


The last person I spoke assured me that I will have all the documents associated when I receive the mailing she sent yesterday. Because of the numerous errors I told her I wanted a letter from Chase verifying that I have been sent a complete copy of the e-file representing the original scanned by Chase and associated with my account. I was told Chase will not do that. To paraphrase her reason : I am asking for Chase to confirm that those providing the documents have done their job, that might have to go through the legal department, and even so said Chase would not send such a letter. I told her I needed to know I had all the files and pursued other means to be certain : 1. I asked to be sent by email all the .pdf files that comprise the original closing documents as I had received some from another. She refused saying that she can not access those files* and that is not allowed**. When I told her someone else had sent some she still refused to send the files and noted she can not access them. 


2. Again, I ask for the letter from Chase confirming I have been sent a copy of all the documents. She refused to pursue such a letter. 


3. I was offered the option of of her accessing the very e-files she told me she could not and sending me a letter listing all the documents so I could check that list against what I have on hand. However, as of XX/XX/XXXX, I was informed that to do this she had obtain permission to send me the list and would know by XX/XX/XXXX. She speculated that if the letter was not approved Chase might opt to print out and send them. I indicated that based on what has happened so far, could very well result in another set of incomplete, improperly printed documents with no assurance I have a complete copy. NOTE : I agreed to receive this letter but can not be certain that it will be accurate given the numerous inaccuracies to date. I prefer the resolution mentioned in the complaint summary. 


* I was told that Chase branch offices can not access the files although other Chase customer service representatives must have access to print out the documents, beginning with the person I spoke with at the end of XXXX and sent me the initial incomplete mailings. ( Contacting a branch was suggested by one of the other representatives with whom I have worked ) ** One of the customer service representatives did send me password protected .pdf files because after two - three attempts the documents were still not complete or improperly printed ( i.e., not sent, missing pages or printed so as not not provide the complete document on the page ). 


*** This complaint is not directed at any Chase employee but at Chase 's failure to handle and process a request and reproduce documents in a timely manner and enable its staff to do so.

Company response to consumer: Closed with explanation