Consumer complaint received 2020-11-15
Company: JPMORGAN CHASE & CO.
State: FL
Product: Mortgage
Sub-product: FHA mortgage
Issue: Closing on a mortgage

Complaint:
I have been mistreated by Chase Bank upon my ability to purchase my first home. I have had false representation and misleading of information throughout the whole home buying process from my lender and other Chase partners. I heavily feel that Chase has made deceptive practices throughout this process and want justice for the tragedy this whole experience has been on my life. 

My lender neglected to represent me professionally throughout this process ( the months of XXXX XXXX, going on vacations without any automatic email responses, not responding to phone calls, texts, or emails unless it was convenient for him and something he needed right away. Last minute documents always needed in under an hour or else ... and all in all, Chase kept me from being able to close on my first house. Even with extending a contract for over a month, Chase kept me from being able to close on a home due to them asking for a document " needed to close '' that could not be provided by any parties involved, causing me to lose a {$5000.00}XX/XX/XXXX. I am XX/XX/XXXX who did everything I could to make this home buying process possible and ended up losing out on so much, now XX/XX/XXXX 

I need Chase to be held accountable for their actions and negligence in ignoring this matter and no one from management reaching out to me as I was told on several accounts. Is Chase okay with me losing {$5000.00} XXXX because of their inability to communicate and attain necessary documents from other parties? 

Attached is my email to Chase, sent on XX/XX/2020 : " XXXX, I spoke with you last Monday XXXX XX/XX/2020 at XXXX XXXX to discuss the current standing of the homebuyer process I am in. As we discussed, I am very disappointed with how this entire case has been handled. I am currently {$5000.00} in debt because of the inability for the seller to produce a Master Insurance Policy needed to close. 

I am the sole person suffering in this process. I am a XX/XX/XXXX undeserving of having to experience this hardship. I am incredibly disappointed in Chase and its team with how all of this has been handled and ignored completely.

On our phone call, you mentioned to me that I would receive a phone call from XXXX XXXX 's supervisor later on in the day, which I never did. Five business days have passed and I waited to hear from a supervisor to resolve this immense issue ... and no one ever reached out. Negligence. 

I appreciated your phone call and willingness to listen to my issue, however, at this point the unprofessionalism from XXXX and other representatives from Chase is astounding, having trusted a company such as Chase to guide me along my first time home buying process. This would not have happened had I chosen another company to serve as my primary lender. I confided in Chase and now I am XXXX, out {$5000.00}, and struggling to even find any sort of resolution in this case. I have already lost so much and I would hope that Chase would know how to properly compensate me for this devastating circumstance.

I expect a phone call on Monday to resolve this case. Thank you. '' To which they responded with a glazed over response that " they contacted me. '' That person contacted me a week and a half before I sent the email above and it was in response to me reaching out to them the first time asking if they would have a conference with me and my attorney. This is unfair and unjust and I need to be compensated for this malpractice of the lending team. I trusted this bank with my finances and my life, and have been extremely disrespected in the process.

Company response to consumer: Closed with explanation