Consumer complaint received 2021-09-23
Product: Mortgage — Conventional home mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage — 
Company: JPMORGAN CHASE & CO. (OR)

In XXXX of XXXX i began the process of refinancing my home with XXXX XXXX. After the initial paperwork began, my financial advisor with JP Morgan, Chase bank advised me to check with Chase loan department to see if their rates had come down. i was told by Chase prior to starting the process they had no intention of lowering their loan rates, however, they were able to meet what XXXX had offered, and since i was currently with Chase, i decided ( unfortunately ) to stay with them. 
i initially spoke with XXXX to get the process started, filling out the paperwork etc. He did some of it via phone, sent it to me to fill in the rest. i initially told him i would be getting my own Title Company, not going with Chase 's Title company of choice. After hours of research and long distance phone calls, i chose XXXX XXXX in Texas. When i filled out the remainder of the application, i filled in the information of XXXX XXXX. 
Throughout the different steps of the process, i was talking to different people, giving them the information they needed regarding my Trust which this property is held in. After a couple of months of waiting, XXXX XXXX, ( the final person i was dealing with ), on XX/XX/XXXX, contacted me to tell me the signing would take place on Friday, XX/XX/XXXX. XXXX said she would send the documents to my Title Company ( XXXX XXXX ). 
Monday, XX/XX/XXXX, i sent an email to XXXX XXXX at XXXX XXXX to advise her of the signing information. She cc 'd me on her emails to XXXX XXXX & XXXX XXXX ( XXXX XXXX ) regarding the closing documents. 
Tuesday, XX/XX/XXXX, Email was sent from XXXX XXXX of Chase XXXX to XXXX XXXX at XXXX XXXX to access the portal to balance the cd. Ms. XXXX also asked XXXX to confirm HOW am I vested? XXXX responded with the answer : My title is held in my Living Trust. *** ( Chase was aware my title would be held in my Living Trust as they asked for a copy of my trust, which I provided. ) *** Tuesday, XX/XX/XXXX : XXXX XXXX ( XXXX XXXX ) called me to go over pertinent information i needed for the signing, double check & confirm the fee 's ( her fee 's were much lower than what was quoted by XXXX at Chase ) and to give me the name & phone number of the Notary i would be working with - XXXX XXXX with XXXX. 
Tuesday, XX/XX/XXXX : XXXX XXXX called me to confirm date & time of signing : Friday, XX/XX/XXXX at XXXX. 
Thursday, XX/XX/XXXX XXXX is asking XXXX XXXX  where the closing documents are. 
Thursday, XX/XX/XXXX, XXXX XXXX i received a phone call from a woman named XXXX who said she was going to be my Notary and wanted to confirm the date/time of signing- Friday, XX/XX/XXXX at XXXX. I found it odd that I would receive a phone call late in the evening, but thought perhaps an emergency came up with XXXX and she would be unable to be my notary. It was also too late for me to do anything about it. 

FRIDAY, XX/XX/XXXX : XXXX XXXX Received a phone call from XXXX XXXX ( XXXX and XXXXotary of record with XXXX XXXX ), telling me she had not received my documents and would have to push back our time to XXXX XXXX I informed her of my phone call with XXXX last night, XXXX said, If XXXX has the documents, that must be why I dont. Go with XXXX and dont worry about it. Sometimes they overbook. XXXX call me if XXXX shows. XXXX contacted her company who in turn contacted XXXX XXXX thinking XXXX XXXX went behind their back to go with another company and asking who XXXX was. XXXX telling XXXX, per me, XXXX called me. ( this was unknown to me at the time, only found out during the course of my investigation and fact finding ). Since receiving this call from XXXX, I am now concerned that there is going to be an issue. 
FRIDAY, XX/XX/XXXX : XXXX XXXX I called XXXX, was unable to leave a message as her voicemail box was full. I immediately sent an email to XXXX at XXXX XXXX with my concern. 
FRIDAY, XX/XX/XXXX : XXXX XXXX XXXX saw I called her and returned my call. She advised me she had been taken off the case before she even received the paperwork. She could tell I was concerned and tried to assuage those concerns telling me, it happens all the time, dont worry. I asked XXXX, Who do you work for?, expecting her to give me the name of her notary company. She answered, XXXX. ( this is the title company of choice for Chase XXXX, and NOT the title company I chose! ) After this exchange, I spoke with XXXX via phone trying to piece all this together. It dawned on me finally, who XXXX was. We are both scrambling trying to fix this problem. I advised her I would be emailing Chase about what is happening. 
FRIDAY, XX/XX/XXXX XXXX XXXX. ( Texas time ) - XXXX received an email from XXXX XXXX ( Chase ), saying she emailed my closing document package to XXXX, please confirm receipt. XXXX XXXX ( XXXX ) replied : Documents not received. ( The documents were not received because they were sent to XXXX. 
FRIDAY, XX/XX/XXXX XXXX XXXX ( Texas XXXX ) XXXX XXXX ( XXXX XXXX ) emailed XXXX XXXX ( Chase ), telling her the closing documents that were sent her to balance, were, AGAIN, for XXXX and not XXXX XXXX, and, XXXX had done the balancing previously during the week. ( XXXX XXXX ) FRIDAY, XX/XX/XXXX XXXX XXXX ( Texas time ) Loan documents FINALLY generated by Chase and FINALLY sent via secure email to XXXX XXXX. 
** Several emails sent between Chase and XXXX ( XXXX ) stating my documents were emailed to XXXX, however, they were never sent to XXXX, they were sent to XXXX. 
After basically handling this fiasco of a situation with no one but XXXX helping me, my documents were finally signed late Friday afternoon. 
Chase Loan Department states the fault lay with XXXX XXXX, instead of acknowledging their error sending my documents to their Title company, XXXX - their excuse being that was on the " initial '' paperwork. 
i am attaching complaint information, letters sent, copies of emails, notes taken, screen shots of the survey i " Finally '' got back. So, as part of this complaint, a survey came into my " inbox '' regarding my experience with the " refinancing '' of my home. It was in my email in the morning, then it was GONE. i believe Chase " recalled '' the survey because of all the phone calls & emails of complaint i was sending. i did some of my own investigation and collected information from that, that is also attached. 
It took me several days to find out who the President/CEO is of JP Morgan-Chase , then another several days trying to find the address of that person. This was very difficult due to the pandemic and no one answering the phones, but i persisted and Finally got the information i needed to send yet another complaint letter. Everyone has a supervisor, and the " supervisors '' i was attempting to contact weren't getting back to me, so i went to the top! i sent a letter to Mr. XXXX, President/CEO of JP Morgan with his office in New York . That letter is also attached. He forwarded my complaint to a woman ( i can not remember her name ), who said she would be doing her own investigation. ( Due to the pandemic, i have not been home, caring for a family member ). She left a lengthy phone message that was cut off due to the length, basically stating the same thing, the fault lays with XXXX XXXX. i contacted XXXX XXXX to confirm they were contacted by her, and they WERE NOT! 
i don't know how in the world anyone can conduct a THOROUGH investigation and NOT contact ALL parties involved. That is suspicious, unprofessional and NOT transparent. 
Unfortunately, this is not the first time i have had problems with Chase during the " signing '' of closing documents. When i purchased my home in XXXX, XXXX XXXX in XXXX, CA was a No Show at the signing, telling me she had a prior engagement/vacation scheduled, but her assistant would be there. The assistant was a no show also, as well as the Notary- who had not been notified. Being a Chase Private Client, i was able to contact my financial advisor who was able to help me by making some phone calls for me. Needless to say, i finally signed my papers at XXXX. that night after a completely wasted day caused by Chase Loan Department. And, in that light, instead of XXXX XXXX claiming her mistake, she blamed her assistant.