Consumer complaint received 2022-12-04
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/2022 ) XXXX  Complaint ID # : XXXX ( XX/XX/2022 ) As a current Chase customer I tried to open a dialog about my attempt to refinance with them and their lying about the cancellation, documented by my CFPB complaint XXXX ( XX/XX/2022 ). After the lie stating that I canceled my refinance application Chase continues to send me information as to my estimated equity of $ XXXX after a request not to send it. I have sent XXXX secure correspondences to Chase corporate, the latest being XX/XX/2022 and they respond with an auto response " We'll respond as quickly as possible. We may send our final resolution by U.S.mail for your privacy and protection. ", no further secure contact, or mail, avoiding the subject- they have been given sufficient time to respond. It appears that like their staff XXXX XXXX XXXX XXXX and XXXX XXXX XXXX XXXX who used the phone to obfuscate and avoid accountability, corporate Chase also avoids documented dialog when discussing their staff and deceptive policies. Apparently stating a lie, repeating it and then avoiding the subject is the Chase policy. 

In dialog Chase 's representative XXXX XXXX XXXX XXXX, lied to me over the phone and the conversations sounded like he had a personal bias, based on his final conversation he repeated " but it is dirty '' over and over, his concern should have been, do the numbers work or not. My response to his parroted comment on the well water stains was that addressing my old water system and remodeling the bathrooms was one reason for the refinance ( removing the problem ). I did not record what these conversations catching their lies as a result of how the conversations went I can not trust their staff. In addition during our dialog they sent me an email where they requested to contact my inspector, there was no record of their contacting the inspector. I had discussed the well water that had stained the walls with the inspector, so the staining should have been resolved if they had talked to him - that there was no documentation of contact reaffirms that this was a " XXXX  XXXX '' strategy to force me to drop the application. As it stood if I had complied with inspection, cleaning / fixing I would have been further in debt and without assurance of refinance. I suspect that the deception was just XXXX XXXX XXXX XXXX and XXXX XXXX XXXX XXXX who made the lie that corporate repeats, stating that I had canceled my application when I did not play into their XXXX  XXXX by canceling they lied. Not sure why Chase would go to deceptive practices if there was a legitimate reason to deny my refinance it should have been in the numbers and documented, the phone conversations should have reflected options to fix the numbers- this was not done. 

I still do not know why Chase sent my mortgage to Florida to be processed since I live in Virginia, different laws, rules and possibly corporate friendly courts maybe? I had gone to their site to apply for refinance since I had a mortgage with them, they were aware of the location of the property. I am not sure about the effectiveness of legal action against them since deceptive practices as they executed by moving discussions from documented format such as email, letter to phone, is a grey area and possibly State dependent. For example if I had recorded the conversation Florida does not have single party consent, Virginia does. Chase sent my refinance to Florida where at least one law would conveniently enable deceptive practices and legal action could be costly. 

The verbal lies that were reflected in Chase 's response to the previous CFPB complaint and Chase is avoiding are as follows : - ) XXXX XXXX XXXX XXXX told me over the phone that they would accept the inspectors results regardless of the outcome. When the outcome was not what XXXX XXXX XXXX XXXX wanted he did not accept the inspectors reporting. 
- ) Chase in their response to CFPB stated that I canceled my mortgage application. I had not canceled it. 
- ) In an email Chase requested to contact the inspector, there is no documentation of that they did. 
- ) Chase implied that getting the inspection was my idea, it was theirs. I knew that the place needed work - hence the refinance. 
- ) Chase stated that I had agreed to clean/repair the facilities. I had not as repairs would have put me further into debt based on their word and I was suspicious of their intent as from XXXX XXXX XXXX XXXX it appeared to me to be a XXXX  XXXX to force me to cancel by running my pre-refinance money out. 
- ) Chase responded to a XXXX complaint, XX/XX/2022 by continuing with the lie that I canceled the mortgage application. 
- ) XXXX non-verbal communication was an email from them was a request/permission to contact the inspector, the one who I had discussed the " well water staining '', they did not show any verification of communication with him prior to the lie. 

Damage caused by Chase - As I told XXXX XXXX XXXX XXXX then, my financial posture had significantly changed. I no longer have to cover my girlfriends medical and necessities since she has XXXX and social security now. She was nearly an invalid and I have XXXX so getting things fixed up required funds from the refinance. I had a decade of accumulated debt that included a new roof, sliding glass door, repairs after a tree fell on the house and major repairs to my vehicle. The refinance would have freed me of this debt and put me in a position to do proactive cleaning, maintenance and repairs on the house. Specifically my water system of XXXX years and to remodel the bathrooms for my girlfriend who is in he seventies and has limited mobility. If they had refinanced me I would have had {$3000.00} extra a month from my paycheck - lowered mortgage and no longer carrying unsecured debt. It would also have positioned me for retirement. Chase 's lies also cost me in the recent FED interest increases as those affect unsecured debt - making it harder to pay off. This year, instead of surprising my girlfriend and addressing XXXX XXXX XXXX XXXX 's " dirt '' I have had to focus on continuing to pay down the unsecured debt. 

Since I am a current mortgage holder and Chase 's actions have identified that they are not a trusted vendor, their policies are enabling or actively executing bias based, deceptive practices against customers. After this experience I consider my current mortgage payments as contribution to corporate delinquency. 

In conclusion there is no reason for Chase to avoid discussions, I still have a mortgage with them, the refinance would have been in both Chase 's and my best interests. The only conclusion for the lies and avoidance is discrimination, economic and my age in this case. Chase did not like the condition of the house even though the refinance amount was significantly less than their appraisers appraised value so they tried to force me to drop the application and when that did not work, they lied. I continue to receive promotions stating I have over a $ XXXX in equity, my payment history is good and I am still employed. Even if I retired the new payments would have put me within my retirement means. Because of their site sending my refinance application out of the state where the property was located has the appearance of shopping for friendly courts.

Company response to consumer: Closed with explanation