Consumer complaint received 2021-07-19
Company: JPMORGAN CHASE & CO.
State: CA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage

Complaint:
My home mortgage is currently with Chase Bank. I am a longtime credit card customer. I have had a card there for 20 years. My mortgage with them began on XX/XX/XXXX. Whenever I call Chase, they thank me for being a long-time customer. 

I wanted to pay down the existing balance of {$370000.00} with a {$100000.00} cash inheritance from my mother 's estate and refinance the remaining balance of {$270000.00}. I contacted Chase, as an existing customer, on XX/XX/XXXX and spoke with XXXX XXXX who initiated my application. I am XXXX as an XXXX. I uploaded 6 months of bank statements and tax returns from XXXX and XXXX within the hour. I received conditional approval of my refinance. 

However, on XX/XX/XXXX, a woman named XXXX XXXX of Chase contacted me and informed me that my tax returns were not properly signed. She informed me that I would have to print them out and sign them. I informed her that my accountant of 20 years had prepared my returns and they had been filed via electronic signature. Ms. XXXX insisted this was incorrect and my returns were not properly signed. I told her that I did not feel comfortable creating a new document that had been accepted by the IRS in the form that I had given it to Chase. She then hung up. I reported this incident to manager XXXX XXXX, Mr. XXXX 's manager, to XXXX XXXX XXXX, Mr. XXXX 's boss. I gave them my accountant 's contact information and told them to contact her. I told them I would not alter my tax return as Ms. XXXX had demanded unless they could produce an IRS statute or reg authorizing that alteration. 

I received an email from Mr. XXXX at XXXX XXXX on Friday XX/XX/XXXX, stating he would investigate the matter further. at XXXX XXXX  I received a call from a blocked number. It was a woman who mumbled her first name, did not give me an ID number, as all the other Chase employees had done, and the call did not state that it was on a recorded line. This woman berated me about my taxes and now demanded the form that had authorized my CPA to file with the electronic signature. I told her that I did not have that form any longer but I had told Mr. XXXX to contact my CPA for anything further that Chase needed and repeated that I was not comfortable altering a document that had been accepted by the IRS. I also had presented a cancelled check to Chase, at its request, showing full payment of my federal taxes. The woman told me that " Accountant Privilege '' prevented contact with my CPA, a claim that I knew to be entirely bogus, particularly because I had authorized Mr. XXXX in writing to contact my CPA. I suspected that this call came from XXXX XXXX trying to harass me further after she realized she had been wrong to question my tax documents in the first place. However, it was clear that whoever this was was a Chase employee who knew about my refinance application. I have XXXX and my XXXX XXXX was far too high at that point. I terminatee the call and at XXXX XXXX I immediately sent an email to Mr. XXXX and to Mr. XXXX stating that I could no longer withstand the harassment from Chase about documents that conformed to federal law and I was withdrawing my application and wanted a refund or the {$500.00} application fee. I received a reply from Mr. XXXX accusing me of asking Chase to provide a loan not conformance with federal regulations. Clearly, Chase was the entity in violation because Chase was demanding that I create a new and different version of a document that had been filed and accepted by the IRS. As an attorney, I felt that I would have substantial liability if I essentially altered a document that had been previously filed with a federal agency and which met that agency 's requirements for fiing. 
I am still shaken by the call from that blocked number. All other contacts that I had with Chase were on recorded lines with the Chase employee identified by name and by ID number. This call was highly unprofessional. It was initiated for the purpose of argument and harrassment. 

I can not understand why Chase would treat me this way. I am a long-time customer. My XXXX  score is XXXX. I have never missed a mortgage payment on the exiting mortgage. I provided proof that my taxes had been paid. As the only mortgage holder on the property, Chase would have known if the IRS had filed any sort of tax lien on the property. That blocked call was truly upsetting and frightening.

Company response to consumer: Closed with monetary relief