Consumer complaint received 2025-07-09 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Private mortgage insurance (PMI)
Company: JPMORGAN CHASE & CO.
State: MA

Complaint narrative:
We are trying to have an opportunity to have the PMI removed from our loan from Chase Bank. I sent a request to their PMI team in writing on XX/XX/XXXX to requesta BPO from chase. I included major repairs and details of improvements to the home in the packet along with a check for XXXX dollars to pay for the BPO. In the mailer it said I should hear from a broker within 5-7 business days of receivingthis communication. I called chase customer service on Wednesday XX/XX/XXXX to check on this. I was told there was a work order put out on XX/XX/XXXX and that a BPO had been ordered and I should expect a phone call from the broker within the next few days. I received an email from the PMI team at chase on XX/XX/XXXX3rd stating " We are contacting you regarding your significant improvements. Please provide a list of improvements you made as part of both bathroom remodels as well as your kitchen remodel. Thank you for confirming these details. Your prompt response will help us process your order as quickly as possible '' I called chase to ask for clarification about what other details they would need since I already provided those in the mailer on XX/XX/XXXX. I was disconnected with the first person, and after 30 minutes of unclear instructions or answers, I was sent to escalations management. I spoke with XXXX and he did not seem to know the specifics I was supposed to provide in the email. I also asked if the BPO was ordered because the employee the day before said it was and received on XX/XX/XXXX, but now days later I am being sent a vauge email with no ability to speak directly to the PMI team to ask about specifics. XXXX gave me some guidance, but he does not work in the PMI department, and could not speak with them directly since they are a back office. He also said I would not be able to speak with them directly, even though I stated I felt his guidance on how to give specifics was unclear and speaking to the PMI departmentdirectly would resolve this quicker. I responded to the email under XXXX 's guidance and the PMI team responded within a minute on XX/XX/XXXX stating " thank you for your response, we have provided this information to the vendor '' at XXXX. I then received a phone call Monday XX/XX/XXXX from a Broker who was set up to do the BPO. We made a mutually agreed upon date and time. The broker also confirmed she received the list of significant improvements I sent to chase while we had that phone call. I then received a voicemail from the same broker Tuesday XX/XX/XXXX at XXXX stating that my bank cancelled the BPO and she had no idea why but advised me to call my bank and ask. I called chase on XXXX XXXX the following are notes from my conversation with XXXX the escalations manager from customer service. XXXX is unable to speak directly with the PMI team so she messaged them. I asked her at different times to share the timestamp of the messaged and what the PMI team responded via messages. XXXX XXXX ID number and extension. ext : XXXX XXXX to PMI team at XXXX Inquired about status of loan and BPO schedule, BPO was cancelled, chase cancelled the visitPMI team responds at XXXX Doing their research, they said it was not cancelled and they were investigating. XXXX to PMI XXXX XXXX Sent name and phone number of the broker to thePMI team so they could reschedule the visit.Kate to PMI team XXXX Advised them, wanted them to call XXXX XXXX the broker ) and let them know that we never cancelled.PMI team responds XXXX to their research indeed it was cancelled.We apologize for the inconvenienceneeded to resubmit the order due to corrections on the significant improvements.Kate to PMI team XXXX : Got an emailThursday XX/XX/XXXX confirming they receivedthe information and sent it to the vendor. The broker called me Monday she also confirmed she received the information about the significant improvements. Why are you claiming she did not receive it, whenyou sent an email confirming it was sent to the vendor, and the broker themselves also confirmedthey got the information.PMI team at XXXX According to the PMI team the new order was submitted earlier today. They have advised me, the reason for the cancellation was that we needed to resubmit the corrections because they were not sent to the broker. However the broker herself confirmed that she did receive XXXX XXXX : why did they confirm they were sent to the vendor on XX/XX/XXXX? 
At this point I asked XXXX for a more clear and trasparent process to be able to track the status of the BPO because this felt like there have been several mistakes from cofnirming it was ordered XX/XX/XXXX, to sending a clarification email XX/XX/XXXX, to canceling a BPO without notifing me on XX/XX/XXXX. I told her at this point this process was not transparent and I was not receiving timely and clear communication from the bank, and I wanted a direct line to the PMI team. XXXX said she could not do that but she would connect me with the executive office. The exectuive office person was XXXX, she gave me her direct line as well as an email. I asked her again to get me more communication and transparency in this process, and at this point these mistakes were unacceptable and customer service has not been able to address my needs and advised me incorrectly 3 times. She said again they had no direct line because they were a back office, but would advocate for me on my behalf.

Company response to consumer: Closed with explanation