Consumer complaint received 2025-10-24 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage — Delays in the application process
Company: JPMORGAN CHASE & CO.
State: NC

Complaint narrative:
I started the mortgage assumption process in XX/XX/XXXX as part of my divorce settlement. The timeline given by Chase at that time was 90-180 days. In XXXX and XXXX, Chase requested additional information to complete my application. I submitted that information promptly and the application was sent to underwriting. Fast forward to XXXX and the application is kicked back with a request for updated paystubs and bank statements since so much time had passed since the original documents were submitted that they were now out of date ( at no fault of mine, but rather due to the bank 's own internal delays ). I provide those updated documents. Then, in XXXX, I hadn't heard anything, so I called to check the status. Turns out that they have my new documents but haven't done anything with them. After I call, they submit again to underwriting and provide the timeline that the process can take up to 30 days. 

Now begins the real saga : my ex-husband applies for a mortgage for a new home with a close date of XX/XX/XXXX, contingent upon me assuming the existing mortgage. Given my application was complete on XX/XX/XXXX, we should be looking at a decision by XX/XX/XXXX. I call on XX/XX/XXXX to check on the status. Am told the new timeline is 45 days ( = decision by XX/XX/XXXX ), I request an escalation. They tell me they've escalated. I get a voicemail back that says the timeline is 45 days. I call again XX/XX/XXXX. No one can tell me anything besides my application is with the underwriters. I escalate. I hear from them on XX/XX/XXXX telling me they will submit notes to underwriting about the urgency of this request. I call back on XX/XX/XXXX to confirm that the notes were actually submitted because I haven't heard anything. We are now well past the originally communicated 30 day timeline and approaching 45 days. They return my call on XX/XX/XXXX to say that the new timeline is 55 days. On XX/XX/XXXX, I submit formal letters to their Executive Office, XXXX XXXX XXXX and XXXX XXXX XXXX documenting that they are out of compliance with 15 U.S.C. 1691 ( d ) and 12 C.F.R. 1002.9 ( Regulation B ), which require creditors to provide notice of action on a completed application within 30 days and requesting a written update within 2 days and a decision on my application by XX/XX/XXXX. On XX/XX/XXXX, a case manager from the Executive Office calls me back to say that the best route is to communicate with the Assumption team, which I have been doing unsuccessfully for months at this point. I call her back on XX/XX/XXXX and request a date be provided in writing for when the decision will be made. The case manager tells me she will work on it but it could take up to 5 business days to hear back. I tell her that isn't good enough as we are well outside the timeframe stipulated by government regulations ( 30 days ). I want to know from a human being that eyes have been put on my application by an underwriter. I need to know the decision date now for legal reasons because my ex-husband will sue me and the bank for the money he loses if his new mortgage falls through or is delayed. 

Now I am here submitting this complaint. No resolution. 180 days from when I originally started this process would have been the XXXX. 30 days from the final completed application would have been the XXXX. 45 days from the final completed application would have been today. I have no confidence in this bank 's operations. This process discriminates against single women.

Company response to consumer: Closed with explanation