Consumer complaint received 2016-08-19
Product: Mortgage — Conventional fixed mortgage
Issue: Application, originator, mortgage broker — 
Company: JPMORGAN CHASE & CO. (SC)

I received a solicitation from Chase Mortgage XX/XX/2016 to refinance my home since I currently have an existing mortgage with them. An application to refinance was sent to Chase Mortgage XXXX XXXX, 2016. The first sign of trouble was a comment from one of the originators that I was " wasting his time ''. After paying a {$500.00} fee, I was given an estimated closing date for XX/XX/2016! We supplied all the expected documents through Chase Refinance web site which is suppose to " speed up the application process ''. About a week later we received a request to supply documents, which was expected. Weeks and months passed and we began to receive requests for documents that should have been requested in the initial loan application. After the interest rate " lock in date '' passed XXXX XXXX, 2016, we have been asked to supply home owners insurance and tax information on XXXX VACANT lots we own! I have been ask today to supply disclosure and conditions for a Visa credit card we reported in the loan application XX/XX/2016! We have had to resubmit bank statements and pay stubs in the past two weeks. The Notice of Rights Concerning Selection of Attorney and Insurance Agent for our state was sent in twice once before the first estimated closing date and after the closing day because they could not find it. On one occasion we were asked to fill out a form that Chase sent us through their web site and we sent in back to them through their web site. Days later we were asked to send page XXXX even if it was blank. We never received a page XXXX to send back to Chase!! We communicated this error of theirs back and forth until they finely looked at the document and realized their mistake! We have been communicating with at least XXXX loan agents and they do n't seem to know what the other agents have requested requiring redundant resubmissions of documents. We have closed loans with smaller mortgage brokers who did not take half the time Chase Mortgage has taken so far. Chase Mortgage is the most unorganized mortgage company even though they use a web site to upload documents. This is not our first mortgage or refinance. I have a computer file full of documents that have been sent though the Chase web site. Chase originators complain that they have hundreds of applications and they are doing the best they can to keep up or I took too long to submit the information they requested even though it was sent to them within 30 minutes. One originator informed me that she was in the hospital for a month ... ... Chase originators are not finishing loans in the order received and our loan package is placed at the bottom of the new loan pile every time they make a request for more documents which another originator reviews from the pile of new loans. We are sick of the delays and will seek legal counsel if this loan is not closed this mouth XXXX 2016! There is no excuse for this unprofessional delay and behavior but since they originate, underwrite, fund the loan, and write the checks, why should they be in a hurry to close any loan!!! Chase Resolution Management Department is useless since they do n't follow through with complaints they get from customers. It is not worth the nightmare working with Chase Mortgage to originate a loan or refinance. I have some advise-find a reputable local mortgage broker to originate a mortgage and avoid Chase Mortgage at all cost! Chase Mortgage wants YOU to do THEIR work for them. If they were a well organized mortgage company, they would have ALL the forms needed to be completed and ask for all required information they need up front since they should know what they need from the original loan application!