Consumer complaint received 2016-03-21
Product: Mortgage — Conventional fixed mortgage
Issue: Settlement process and costs — 
Company: JPMORGAN CHASE & CO. (CA)

I am contacting you because I was very disappointed with the substandard service I received from Chase. I was essentially forced to back out of my loan due to severe lack of information and communication from them. I work the same hours as them. I spent hours interrupting my busy day trying to reach them. It was 3 months of phone tag. The few times I spoke to someone, I was at work and distracted, had no paperwork for reference and therefore could n't ask the questions I had. I left 2-3 voice mails before I would get a voice mail or XXXX mail back with no questions answered. 
XXXX people were involved XXXX XXXX my loan officer. XXXX XXXX his boss. XXXX XXXX under writer. XXXX XXXX her boss. 
XX/XX/XXXX, I was locked into an interest rate of 3.25 % for my 15 year home loan refinance with XXXX. {$500.00} was paid to them for the appraisal. Things went down hill fromt here. Here are some specific examples of the problems I had. 
- Once the paperwork was sent to underwriting ( around XXXX/XXXX/XXXX ), I did n't hear from anyone for 2 weeks. Neither XXXX or I knew who to call. After 2 more weeks ( 4 weeks total ) I finally spoke to XXXX. 
- I only actually spoke to her three times that I can remember and two of them were things she needed from me. Often I had to call XXXX for help because I could rely on him to at least call me back. 
- Proof of employment was requested four times. Two were calls to my boss without my permission. 
- Because of the timing, I told XXXX I would pay my upcoming home owners bill. XXXX/XXXX/XXXX I got my home owner 's insurance bill saying Chase was going to pay it and I never even signed the loan documents! 
-The appraisal did n't happen until XXXX/XXXX/XXXX and there was miss information on it. I still do n't know if it affected the terms of the loan. 
-There was a {$10000.00} discrepancy in the loan amount and what I actually owed on my present loan. I called a Chase branch near me hoping to meet with someone and they were n't allowed to help. 
- The signing date was made two weeks in advance for XX/XX/XXXX. I figured I would have my answers by then. An hour conversation in the quiet of my home would have taken care of it. I never heard from anyone again. A week before the signing I was still trying to get answers and even more paperwork showed up. It took 3 attempts just to find out who was coming to sign with me. The conversation never happened so I was forced to back out of the loan. I sent both XXXX and XXXX voice and E mails and notified the title company. I still have n't heard from anyone to discuss it. I called the main Chase XXXX number and they told me about their bosses, XXXX and XXXX.Through voice and E mail, I attempted to contact them without success. I just want my {$500.00} back. 
-I could never get the exact closing costs. I got XXXX too much repetitive paperwork all week every week. The numbers were never the same and I could n't talk to anyone. Estimated closing costs at the beginning were quoted as {$5300.00} in XXXX, then {$8500.00} on XX/XX/XXXX and {$10000.00} XX/XX/XXXX ( one day later )! Along the way, I got XXXX closing disclosures and even got XXXX Saturday XXXX/XXXX/XXXX. That would have been after the signing if I had gone through with it. 
People making these big decisions need to feel confident that calls will be returned quickly with understandable answers and an agenda. This was a BIG waste of time. The interest rates have now changed and I may have lost the ability to get a fair interest rate by starting over. I am hoping you may be able to help me get the {$500.00} back. I do n't think it is too much to ask of them. 
I appreciate all the help you can give me,