Consumer complaint received 2021-08-22
Product: Mortgage — Conventional home mortgage
Issue: Closing on a mortgage — 
Company: JPMORGAN CHASE & CO. (NC)

Everything was good at the beginning I had a wonderful Home Lending Advisor ( XXXX XXXX ) who called immediately after putting in my application online on XX/XX/ - I had preapproval the same day. I found a house a few days later put in the purchase contract had a closing date set for XX/XX/. However 3 days before the closing I was told by my client care specialist ( XXXX XXXX ) it wouldnt happen but I wasnt given a clear explanation. Okay fine this happens but then it kept happening - see detailed summary below ). 

Before my client care specialist went on vacation on XXXX, she advised she was escalating the additional appraisal. I got word it was approved ( to be performed ) on Monday XXXX 

My advisor was on vacation I was using her backup ( XXXX XXXX ) when I agreed to put 20 % down to stop the additional appraisal from happening on XXXX. I was told the appraisal hadnt been scheduled yet at this point. However by Friday XXXX the appraisal had been completed the appraiser told the sellers agent his firm received the request on Wednesday or Thursday of the same week. 

For a few days I had no updates on a new closing even after putting the 20 % down. 

I received and handled multiple digital requests for documents I had already provided but not a big deal I just sent them again. They have a portal for uploading documents ( you can only upload documents to opened tasks ) but I dont understand the point if Im dropping them in a secure link ( that I always have to ask for ) via email. 

My real estate agent ( XXXX XXXX ) reached out to chase via chases XXXX on XX/XX/. He got an immediate response and I received a call from escalations the same day. 

When I spoke to Chase escalations ( I believe on either XX/XX/ or XX/XX/ ) they chose their wording very carefully but insinuated chase dropped the ball. They explained the additional appraisal was required by the third party mortgage insurance because the initial appraisal was only done on the exterior ( a drive-by appraisal ). 

On XX/XX/ Im sitting in the closing attorneys office at my 3rd scheduled closing. We go over the all the paperwork but the disclosure isnt correct, Im being charged for the additional appraisal that I was told on XXXX  that I wouldnt have to pay for it. We called customer service, tweeted, calling my advisor, and calling my advisors manager. We eventually got ahold of the manager ( XXXX XXXX ) who said to remove the additional appraisal ( and its rush fee ) they could send it back to underwriting but he couldnt guarantee a new closing date ( which didnt work for me as in a few days Id no longer have a place to live ). I suggested Chase refund me the appraisal and associated fees so I could close the loan as is on that day. The manager needed approval for agreement from his upper management and sent the email confirming the agreement. However once I received the check they noted it as customer satisfaction refund which can affect my taxable income ( I was not informed of this ). 

Also I never received the chase closing guarantee ( that seems like a scam to lure in potential customers ).