Consumer complaint received 2017-10-12
Product: Mortgage — VA mortgage
Issue: Closing on a mortgage — 
Company: JPMORGAN CHASE & CO. (SC)

Previous complaint number XXXX against Chase Mortgage, XXXX Office, XXXX XXXX XXXX, XXXX, OH XXXX. 

The response received from Chase Mortgage in regards to my short sale leaves out a significant amount of information. The response fails to address my phone calls in the month of XXXX XXXX in regards to the process and my angst that I was about to lose my buyer. On XXXX XXXX, XXXX, I called Chase to speak with the closer assigned to my file, and inquire as to why they would not return calls to my realtor, XXXX XXXX regarding corrections submitted on/about XXXX XXXX. As usual, the assigned closer was not available and I was transferred to someone not familiar with my file. The representative informed me that the review of the corrections normally takes 7-10 business days. I informed the representative that XXXX Georgia, to include the XXXX/XXXX area was under mandatory evacuation orders due to the approaching hurricane, and that neither my realtor, the real estate lawyer or the buyer would be available until XXXX XXXX at the earliest, possibly longer if the hurricane caused significant damages to area. The Chase representative stated that they would leave a note for the assigned closer to call me or my realtor within the next few days with an update. On XXXX XXXX, my realtor submitted additional corrections via equator and again attempted to call the closer. He was not successful in reaching this person. On XXXX XXXX, I called Chase mortgage to inform them that my buyer was considering walking away from the purchase and get an update on the review of my file. I was told that my file was still in review and was assigned to another closer who was not available. On XXXX XXXX, I called Chase to inform them the buyer requested release from the sale contract citing the extensive issues with the closing process with Chase mortgage, and the ongoing issues with having to resubmit an offer numerous times over the course of several months ( as outlined in the response from Chase ). I informed  them the house is being listed again and requested to open a complaint with the escalations department. I asked the representative to make note that short sale would not proceed until we got another buyer. I was then transferred to escalations to open a complaint and requested a review of the processes related to the handling of my file. I was informed that my file was never reviewed by the same closer and that each time corrections were returned, the file went to the end of the queue and restarted the review process. The Chase also acknowledged that they were dealing with internal issues to address inexperienced personnel in the short sale department and systemic issues with the processing of files. As an XXXX XXXX service member, I questioned the lack of access to Chase Military Services and was informed that it was a mistake on their part because my file should have been handled by that department. On XXXX XXXX, I called Chase to inquire why the response to the CFPB failed to mention any correspondence or phone calls from myself or my realtor for the month of XXXX and why my file was still being reviewed after I called to stop the process on XXXX XXXX. The executive office representative stated that Chase does not have to provide all of the information because the response would be " too long '', even though they provide detailed information on all previous calls/correspondence from XXXX XXXX to XXXX XXXX. The company acknowledges those calls as they are noted in my file. They can not provide an explanation of why the file continued to be reviewed after XXXX XXXX.