Consumer complaint received 2021-11-10
Company: JPMORGAN CHASE & CO.
State: NC
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage

Complaint:
On or about XX/XX/2021, my mother and I PHYSICALLY went down to a Chase Bank in XXXX XXXX XXXX, XXXX  to inquire about a refinance. I am the Power of Attorney for my mother and agreed to help facilitate the process on her behalf. I was advised to provide Chase Bank with the POA- which I did, IN PERSON at a Chase branch in XXXX XXXX.. .where I have dual residency. This LEGALLY BINDING DOCUMENT was accepted and approved by the Chase legal department without question. Upon approval, I was asked to complete an affidavit at Chase, which I did and the branch manager served as notary. 

The mortgage application process did not, would not and could not have taken place without proving that I had the legal right to do so on my mother 's behalf. I spoke with XXXX XXXX XXXX many, many times throughout the process.. .and even had a few conversations where I placed three way calls with my mother on the phone where her input was needed. After being told that she was conditionally approved, I was told that my mother did not need to be at closing and was advised that " it would be better to close in XXXX XXXX ''. I traveled to XXXX for closing, arrived at the atty 's office on XX/XX/2021, 30 minutes early and introduced myself to the office receptionist as the Power of Attorney for XXXX XXXX. I provided that office with two forms of state issued ID. The attorney made copies of my ID and told me to begin signing all documentation as " XXXX XXXX XXXX ''. After signing a majority of all of the required paperwork, he suddenly began to question the authenticity of my identity. He then had a revelation that Chase never approved the POA that I had given to them nearly 2 months earlier and that even if they did, the closing would not take place because I didn't have the original on my person - even though I was never told to bring it. I paid for the required appraisal out of my own pocket and flew to XXXX and paid for lodging near the attorney 's office for closing only to be treated like I was attempting to defraud Chase Bank. The attorney repeatedly tried to convince me to have my mother sign the paperwork and that he would personally travel to XXXX XXXX to get everything done. Everything was good to go- UNTIL THEY SAW MY FACE. Now to add insult to injury, AFTER I made the sound decision not to do business with Chase Bank anymore as a direct result of being treated this way, I am STILL being questioned about my intent to help my mother with a refinance for the sole purpose of paying her bills to help eliminate the burden of trying to remember credit cards due dates AND to utilize the reminder of the cash to purchase a home located closer to my home in XXXX XXXX for the purpose of having her relocate. After I requested that Chase rescind the loan offer, a representative from the XXXX XXXX department at Chase called me and told me that the attempt to refinance my mother 's home had been flagged as " suspicious '' by some or all involved Verbiage used during this conversation included descriptors such as " elder abuse '', " fraudulent '', " unusual refinance attempt. '' " family exploitation '' & " scam ''. At the conclusion of our conversation, he had it perfectly clear that he didn't see any questionable activity in her checking and savings account that would support the suspicion for fraud - but somehow, I was still being interrogated like a criminal. I DID EVERYTHING THAT CHASE ASKED ME TO DO in order to successfully refinance my mother 's home on her behalf - and even though I decided to terminate our relationship with Chase, I am being questioned like a felonious thief. Chase filed an official complaint with the Department of Adult Protection Services and sent a representative to my mother 's home and this has caused TREMENDOUS concern for my mother 's mental well being- as I am being painted as a con artist who is attempting to refi my mother 's home without her knowledge. 

I received written communication from Chase on XX/XX/2021 where they have provided me with a VERY INACCURATE timeline of events during the refi process. They are alleging things that absolutely NEVER OCCURRED which further validates my position that I was knowingly and purposely discriminated against. I sent Chase over 20 documents that clearly substantiate my position ... .but they have failed to review said documentation. I repeatedly sent copies of e-mails dating back to the very beginning of the process via XXXX - - a file sharing service that automatically provides me with a receipt when the recipient downloads the files. They never read those e-mails. They are standing firm in their position, never even hearing my side of the story. Chase Bank 's decision to change course on this mortgage came while I was literally sitting at the closing table. When I made it clear that they were being unprofessional, they became retaliatory by having XXXX XXXX contact me AND by having Adult Protection Services visit my mother 's home. Their actions have caused a complete emotional and psychological uproar - as my mother now thinks that I am involved in something fraudulent.

Company response to consumer: Closed with explanation