Consumer complaint received 2019-10-01
Product: Mortgage — Conventional home mortgage
Issue: Closing on a mortgage — 
Company: JPMORGAN CHASE & CO. (IL)

All below is in reference to a scheduled closing on XX/XX/XXXX. 

Application was initiated on XX/XX/XXXX for a mortgage with Chase bank. All requested documentation/letters of explanation were submitted promptly within days of request. 

Monday XX/XX/XXXX Buyer's/Seller 's attorneys are not thrilled with assigned Chase client care specialist over his communication, or lack thereof, with the title company as documented in an email chain Per the email chain, final title changes and CPL were submitted at XXXX Tuesday XX/XX/XXXX I have my closing call with the assigned client care specialist at approximately XXXX. In it, he states that our closing costs have changed a bit, however, he still needs to contact the title company for a final number. 

Per the email chain, by midday both the attorneys are specifically requesting clear to close indication, something that the client care specialist, for whatever reasons, will not say directly. 

At about XXXX I call the client care specialist and request from him directly that he issue an email stating we are clear to close, which he does. This is my last conversation with the client care specialist. 

Closing is scheduled, and my attorney 's office provides the following items for us to bring per email instruction. 
1. State-issued photo ID ( please be sure it is not expired ) 2. Personal checkbook 3. Cashier 's check per the direction of your lending team ( if applicable, as you may be directed to wire your funds by your lending team instead ) Note : Nobody at Chase ever mentions anything about a cashiers check nor does anyone ever call me back with a final number. 

Per our discussions with the closing agent at the title company the following day, by end of business on Tuesday, XXXX, the title company is still awaiting communication from Chase. 

Wednesday XX/XX/XXXX We arrive to closing as scheduled at XXXX central and the title company says they do not yet have the closing package from Chase Our attorney attempts to contact our assigned client care specialist, the manager of said specialist, as well as the original lending advisor, however, all are unavailable. 

Our attorney is able to get a hold of someone different who is able to escalate the matter Documentation arrives from Chase hours late Due to the fact that nobody at chase ever mentioned the fact that we need a cashiers check or even gave us a final number, and the fact that we have no local bank, I spend the next several hours arranging for my bank to do a same day wire transfer and to expedite the transaction. 

We were at the closing table for 5 hours. 

It is at this point that we learn from the attorneys that Chase attempted to reschedule closing for a later date in an email chain from XX/XX/XXXX, something that they overrode. 

Communication timeline Last call with client care specialist XX/XX/XXXX Called manager of client care specialist to discuss our experience XX/XX/XXXX ( never returned ) XX/XX/XXXX First call with escalation team ( promised call from manager, unkept Email received from home lending advisor requesting information XX/XX/XXXX ( Promise of call from manager, unkept ) XX/XX/XXXX Follow Up from escalation team ( manager out of town will call next day, unkept ) XX/XX/XXXX Follow Up from escalation team ( will check in with manager for follow up, unkept ) XX/XX/XXXX Follow Up from escalation team, Chase blames title company and the attorneys for the entire matter, and denies any responsibility or compensation. 

The lack of communication overall from Chase has been disappointing. The only person that has actually communicated with me with some regularity was the person on the escalation team. Numerous phone calls to others in the Chase organization went unanswered and were never returned. Promises of calls back from people in management likewise were never fulfilled. For an organization that claims they did everything right in the situation, and that it is the fault of others, the silence is deafening. 

Subsequently, not 3 months later, I receive notice from the county that our property taxes are delinquent. Further investigation reveals that Chase never accounted for the second installment of the year XXXX property taxes that were owed in calculating a cash to close, despite us receiving a credit from the sellers for it. My attorney pointed out during closing that he though they were under-withholding in light of the upcoming due date, however, representatives at Chase insisted that the number they had was correct. 

It seems that the fears of my attorney were realized as we are now being assessed penalties for the late taxes. Emails that my attorney sent to numerous chase representatives on XX/XX/XXXX and XXXX have so far gone unanswered.