Consumer complaint received 2019-11-26
Company: JPMORGAN CHASE & CO.
State: MD
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Closing on a mortgage

Complaint:
I started my refinance process back in XX/XX/2019 with Chase which is the bank that currently holds my mortgage. I thought it was going to be easier since my mortgage was already with them. XXXX XXXX initiated my refinance process. At the time I stated to XXXX that I was in the process of separation and divorced and I stated that I was not divorced yet. At that moment she failed to inform me that in order to complete my refinance I needed to provide my divorce decree and that no other legal document such as a separation agreement will be accepted. 
I proceed to provide all the documentation required to process my refinance while also doing all the paperwork required for my divorce. I provided a separation agreement that both I and my ex-husband agreed and signed to XXXX XXXX on XX/XX/2019. She replied that she will forward the documents for review and didnt hear anything else about it. For the months to come, I was told I still required to provide the divorce decree, which I wasnt able to because my divorce was not finalized. 
I asked XXXX and XXXX several times the reasons as to why the only document that Chase or the lender would accept was the divorce degree since my ex had signed all the documents in regards to the title company and I have provided a separation agreement that we both signed. To this date, I have not understood the reasons why the only document Chase will accept to finalize my refinance process was the divorce decree. I also asked several times to XXXX and XXXX and I never received a clear answer to my question. I was told that the Lender was requiring the divorce decree in order to go forward since there was a possibility that my ex can go back and do something - which Im still confused on what that something can be - that can put a lien on the house. So months went by waiting on the divorce decree even when I provided a separation agreement to XXXX signed by both my ex and me specifying that I will buy him out in reference to the mortgage of the house that was the only thing we had together. 
I was never given any specific reason as to why this was a requirement - that will hold my refinance process and will add fees into my mortgage loan - in order to finalize the refinance. 
I tried to reach Lending Manager, XXXX XXXX to ask for more clarification on why it was a requirement to provide a divorce decree because no one can clearly explain it but I was never able to talk to him even after several emails and calls. 
Meanwhile, I was being charged in order to keep my interest rate. This was also not notified to me since the end of XXXX. 
When I was told I was being charged this fee and it was adding up every 15 days I spoke to XXXX XXXX and ask her that if there any other document that I can provide in order to finalize my refinance. She asked me if there was a separation agreement. I once again provide it the documents to her, the same document I provided XXXX back in XXXX. She told me that the lender told her this can be used and she will send the document to the legal department but that it seems that this document will be accepted valid and I was one step closer to be able to close. 
As of today, no one can explain to me why the same document that I provided in XXXX was not accepted back then but it was accepted in XXXX. I have asked several times and no one has provided me with an explanation. 
I stated to XXXX and XXXX that I was not going to pay for the fees to maintain my rate since it was not my fault a document I submitted on a timely matter was overlooked or disregarded as invalid. I have asked several times to take these fees out and they have not. I feel I had provided documentation in a timely matter and trying to be as reasonable as possible even when no one has been able to provide me clear answers. 
I feel I have been mistreated and discriminated by Chase for being XXXX. I am not saying that either XXXX or XXXX have done anything offensive. I am saying that somewhere in the process I was overlooked and treated differently. No one seemed to care to provide me with the answer to my questions. They all keep saying Ill get back to you on that and never did. I can help to think if my name was XXXX XXXX this process would have been easier for me. 
On Friday, XX/XX/XXXX, XXXX XXXX called me after I send them an email stating that I was not paying the + {$2000.00} that they were charging me since I did provided enough documentation for my refinance to be completed in a timely matter. I also asked that chase to pay for all my closing costs since I felt I have been mistreated. 
He stated the following : -That he understood that the mistake started when my refinance was initiated and no one told me I had to already have my divorce decree in hand. That the person that I talked on the phone should not have initiated my process in the first place. 
-That Chase will not pay for all my closing costs that at most they will pay for some of the fees they are unfairly charging me. 
-That the reason that my refinance got delayed was that I didnt provide my divorce decree on time. Even when no one told the consequences of not having it and the person that opened the case KNEW I didnt have it at the moment we spoke. 
-He did agree that Chase was the one that made the mistake in my case but I will still gon na be charged because the mortgage litigation office believed I am the one responsible. 
Unless it is common practice from Chase to not explain why documentation is required or why a document not accepted before but after a few months it is I feel I have been treated differently than other clients. I was left with a lot of questions unanswered and no one has taken the time to explain to me anything. At times it seems that they dont even know themselves.

Company response to consumer: Closed with explanation