Consumer complaint received 2022-02-10
Product: Mortgage — Conventional home mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage — 
Company: JPMORGAN CHASE & CO. (MD)

In XX/XX/2021 my wife & I decided to refinance our 1st & 2nd mortgages into one 15 year mortgage based on feedback from family & neighbors about the rates for people in our situation. That situation, an XXXX XXXX  couple XXXX years of age approaching retirement. We have a 1st mortgage that has 4+ years left & a 2nd with 20. Since we have a credit score above 800 and the two loans are with CHASE we thought why not apply to refinance with Chase since we have a history with them, 2 loans, never a late payment, a credit card, and minimal debt outside of our two mortgages. A representative from Chase sent us a package to complete, then they sent us a second one 8 days later, they couldn't say why the second one. We completed the package and sent it back via XXXX and awaited their f/u. Their rep contacted us told us he was going on vacation ( it was xmas season ) but when he ( XXXX XXXX returned the 1st problem we had was that their technology was not compatible with the technology I was using ( XXXX XXXX issued laptop vs. CHASE website ). The uploading of PDF docs from XXXX 's system ( my current employer is an XXXX XXXX agent ) to theirs didn't work and we had to start sending emails for XXXX for him to upload to the CHASE website our our behalf. This alternate " workaround '' took a week of calls from their technology team & a lot of trial and error. After getting in all of what we thought was the documentation required we were passed on to the next representative ( XXXX ) and the technology problems persisted and then the documentation we previously sent in needed explanation or needed to be " docusigned ''. Each question or required explanation more disrespectful & insulting than the next. We've lived in our $ 700k home for 27 years, the last 18 of those years we had a loan ( s ) with CHASE we've also purchased two businesses ( {$1.00} million & {$740000.00} ) and sold those businesses in the same timeframe and when we provided the same redacted copy of the " contract of sale '' where only " the amount of the sale '' was not visible, they say they want to see how much we sold our last business for in XX/XX/2021. I asked why, ( no answer ), only that " underwriting required an unaltered copy '' and what does the amount of the sale of my business have to do with a refinanced loan for $ 190k. We were XXXX agency owners who sold to other XXXX agents & XXXX XXXX only required a redacted copy with signatures, WIN TRUST bank only required a redacted copy as proof my business was sold and the transaction was complete in XX/XX/2021. As an XXXX XXXX  customer who has done business in the United States for XXXX years this loan process has been " insulting '', disrespectful '', & " belittling '' given our history with CHASE. To us this seems like CHASE never intended to refinance our loans probably so they could make more money with interest rates on the rise and given that we are a XXXX year old XXXX couple they could get away putting us through the this awful process ..... Going forward, we plan on going to another bank XXXX XXXX XXXX XXXX XXXXr XXXX ) since this is now the latest " deal breaker '', to start his process again, but what are our rights regarding disclosure of the amount we sold our business for in this type of loan process when that transaction has/had " zero '' to do with our loan? 

My belief is that a " white '' couple with our exact work history, loan history & credit history would never have been subjected to this treatment, but that's a different agency handling those types of problems. We just want to know where we can find the rules for providing loans?