Consumer complaint received 2020-06-11
Product: Mortgage — Conventional home mortgage
Issue: Closing on a mortgage — 
Company: JPMORGAN CHASE & CO. (MD)

I applied for a refinance loan through JP Morgan Chase on XX/XX/2020 and provided timely documentation to the Ms. XXXX  XXXX, Chase Home Lending Advisor. The process was slow. Ms. XXXX was apologetic each time, letting me know it was due to COVID-19.On XX/XX/XXXX, XXXX XXXX XXXX Chase Client Care Specialist ( who was assisting Ms. XXXX XXXX called to apologize for the continued delays but informed me, Chase ( she ) was waiting on the file ( settlement ) from my current lender ( XXXX  XXXX XXXX and I will receive a call in a day, possibly that Saturday, to schedule closing. 

A week went by and there was no call from Ms. XXXX. Around XX/XX/XXXX, I followed up with Ms. XXXX and XXXX about closing the refinance loan. I am a XXXX  and one of my XXXX, who was on a month-to-month XXXX, decided to vacate her apartment ending of XXXX.This was unexpected especially during outbreak - losing the XXXX  was a step closer to financial hardship. The apartment needed repairs and I couldn't lease it without completing projects. The lengthy delay XXXX XX/XX/XXXX - XX/XX/XXXX ) with Chase was affecting my need to make the repairs. After long wait for hearing from Chase, I emailed Ms. XXXX and XXXX on XX/XX/XXXX to inquire about the closing date of the loan. Ms. XXXX emailed on XX/XX/XXXX to inform me final audit of the loan was wrapping up. Between XX/XX/XXXX and XX/XX/XXXX, I desperately needed to repair an AC for my XXXX  but was not hearing from neither Chase representative. I called and emailed but got no answer from Ms. XXXX or XXXX. 

Around XX/XX/2020, Ms. XXXX called to schedule a closing date and we settled on XX/XX/2020. During this call, I discussed my having to repair the AC to MsXXXX XXXX asked whether Chase how it would affect the closing. XXXX stated, Chase would not run my credit again, or redo the paperwork for the application, but she would confer with her Senior team members. On XX/XX/XXXX, Ms.XXXX  called to ask for loan documents for the AC repair. I informed Ms. XXXX this has not occurred and will definitely not occur before XX/XX/XXXX ( closing date ). Based on my response, Ms. XXXX denied me the XX/XX/XXXX closing date and decided to delay closing to await this future transaction. I informed Ms. XXXX I was dissatisfied with Chase 's handling of the refinance loan process because of the significant delays, and now refusing to close unless they had paperwork on a $ XXXX transaction that has not occurred. I also informed Ms. XXXX I would like Chase to refund my {$500.00} application fee as they have decided to hold up closing. Ms. XXXX apologized, stating she knows it's frustrating the process took so long and asked I email her to request the {$500.00} refund and canceling of the loan. I did as Ms. XXXX suggested and email Chase XX/XX/XXXX, as well as on XX/XX/XXXX copying Ms. XXXX 's supervisor. Neither Ms. XXXX nor Ms. XXXX responded to my email. I believe XXXX tricked me into sending this email so I would not demand my {$500.00}, if they had it in writing I canceled the loan. Furthermore, as of today XX/XX/2020, the loan application is still open in my Chase account, and it has not been canceled.