Consumer complaint received 2021-05-14 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage — 
Company: JPMORGAN CHASE & CO.
State: AZ

Complaint narrative:
XXXX XXXX XX/XX/XXXX XXXX XXXX XXXX  XXXX XXXX XXXX, AZ XXXX TO : Chase Bank Complain Executive Office & cfpb The Consumer Financial Protection Bureau XXXX XXXX  XXXX XXXX XXXX, IA XXXX XXXX XXXX of comptroller of the currency Customer Assistance group XXXX XXXX XXXX XXXX XXXX, TX XXXX Loan # XXXX Re : Chase Complain # XXXX XXXX Chase Complain # XXXX XXXX To Whom IT May Concern Dear Sir/ Madam, I have been with chase bank for several years. I met several managers that were good, and very professional. I have a quiet history with Chase Bank. Therefore, Chase bank changed my Social Security ( Change my Identity ) for several years. Nevertheless, I missed numerous times low-interest rates. This error in social security made huge damage to me and my family. For several years I am paying the price of high-interest rates. Last a few years ago it the interest rate was low. Every homeowner takes advantage of this low rate. I could not take this advantage due to the error in my social security, Chase bank unable to fix it. I was paying the high-interest rate of up to % 5.0 and % 6.0 APR for over 8 to 10 years due to the error in social security. Other homeowner paying 3.0 % APR, have a low-interest rate. It takes Chase Bank several years until the Social Security number been corrected. I do have several documents to prove the error in social security. Please see the paper attachments. Above all this issue has damage and affects me for too long include all the family and my work and my life About last year I tried to refinance the house with Mr XXXX XXXX XXXX, I faced several issues and prevented me to move forward. On about XX/XX/XXXX, I decided to refinance my house again I started to collect all the document. I filled all the document which are required for refinancing as they request on XX/XX/XXXX. 

Above all, I started to Mr XXXX that the amount of the loan is about {$60000.00}. 
We asked him several that the length of the loan is 10 year. He stated the interest rate is low now. First, he keeps stating to me the loan amount for the loan term 30 years, not for 10 years. He sent the last loan at 30 years fixed rate I keep correcting him it is for 10 years only not 30 years. Please look at loan number XXXX dated XX/XX/XXXX. Generated copy from Chase Bank. during the work, many negative things were carried out amongst for each day as I noted which are : 1- On Wednesday, XX/XX/XXXX. This day it was crash in the market. I called Mr XXXX two time to confirm that he received my documents. The first time I left a message to his answer machine. At about XXXX XXXX I called him, however, he stated he is busy. I called him again on the same day. He keeps stating to me that the loan is for 30 years fix rate, I respond to him it is only for 10 years not 30 years.

2- On Thursday, XX/XX/XXXX. Mr XXXX stated that I am looking for 30 years fixed. I call him three times this day to make sure that the loan is for 10 years fixed rate. I was afraid to not get the lowest rate. There something wrong with the stock market. I need to confirm that the loan for 10 years loan. Mr XXXX keeps yelling to me and my wife during the conversation. 

3- On Friday, XX/XX/XXXX. On this day, the stock market was down again. I called Mr XXXX about two times. First time at about XXXX XXXX. However, I left a message. At about XXXXXXXX XXXX I call Mr XXXX. He stated I am at my work now. However, I am going home after a while. I will continue to work on your file. At about XXXX I call him again. he stated the internet is down, I am not able to do work on your file. He keeps yelling to me and my wife both were listening to him that I am no listening to him. 

4- On Saturday, XX/XX/XXXX. On this day I called Mr XXXX about three times. I received a call for other documents missing. Mr XXXX stated if he did not receive this document by XXXX XXXX he will close the file. However, I did send all the file as required. 

At about XXXX XXXX, Mr XXXX called me again to that he need approval that the last name changes from XXXX to XXXX. He stated that he will be closing my case if he did not receive this information the right way. Mr XXXX stated at XXXX : XXXX XXXX. He must leave and turn off his phone. However, I e-mail him a nationalization certificate to approve the change of my wifes last name. 
On this day at about XXXX XXXX, I asked him to lock the rate. 
On Monday I called him regarding the loan. Mr XXXX stated that he did not lock the loan. Why Mr XXXX did not lock the loan? I asked the bank to hear the recorded information between me and the In all the Banks in the state of Arizona, all the conversation between the loan officer and the customer must be recorded on line due to the accuracy and the type of the loan. Most customers refinancing for {$40000.00} to {$500000.00} loan. This means all the customer expected that all the information to be recorded. I would like to hear the conversation between me and Mr XXXX. Chase bank stated that no recorded conversation had happened. 

In about four days later I received the loan dated XXXX loan number # XXXX. This loan for 30 years fixed rate with % 2.7 APR which I am not asking for that loan. I am asking only for 10 years fixed rate. Please see the attachments Paper. I am asking for % 2.7 APR or less The next day I complain to chase Bank complain center at XXXX. After a few days, XXXX XXXX gave a bad image to several managers that I complain to them. 
Responding to Mr XXXX, XXXX XXXX to his e-mail on XX/XX/XXXX. He stated, XXXX XXXX block my number last week as I ignored his message that he was out in the office. Please see attachments. What is the reasons that Mr. XXXX block my phone number? What I did wrong to him? It is clear they prevented me to refinance my house. 
Indeed, I called Chase Bank several times at XXXX. I called about three- or five times Chase Bank center to get some help. They respond to me that I must contact Mr XXXX to get a result for my loan. The center office stated to me that I must call Mr. XXXX again he, is the only manager who will help you.

When Chase Bank center responded to keep calling Mr XXXX, I thought his assistance will respond to me when he is absent. Meanwhile, the number I am calling is the office number is not a personal phone number. The office stated that I must call his number, to get a solution. Mr. XXXX coworker never responds to me. Therefore, I used the office number XXXX, and the Cell Phone is XXXX both has the same number. I spoke with Mr XXXX worker who takes over during his absence for ten days, he responds to me and he promised to call me back to solve part of this issue after. He never calls me back and he never did.

As a result, I feel that Mr XXXX gave a bad image to everybody in his office. 

I must state that the rate for the loan in ADD for Chase Bank site internet add date XX/XX/XXXX by Chase Bank was low between 1.9 APR and 2.8 APR.

Chase Bank should outline all the major steps needed to be completed by a loan processor to ensure a successful loan package. Mr XXXX never used the following guideline to serve as good security for any loan processing environment As a family we have been under more stress and anxiety, leading to medical issues due to the pressures caused by the bank treatment attempt. Indeed, we applied two times for loan refinancing XXXX Complete application ), but Chase Bank rejected us due to the error in Social Security. This error caused by Chase Bank. Indeed, I lost my good credit. I used to have very strong credit since XXXX. 

Now the interest rate getting low. I tried to refinance my house with a low interest rate, I could not. The interest rates up and high to the sky from % 2.7 to % 3.3 APR and higher. Indeed, I am a person who loses the benefit of a low interest rate. Chase Bank about to make huge damage again for the second time. The 1st damage is done to me and my family when Chase Bank change my social security and identity this happened early about XXXX. And the 2nd one was when Mr XXXX forged to lock the rate. 

On about XXXX, I started contact with Mr XXXX XXXX ( XXXX ) -XXXX Ex XXXX from the executive office after contacting the center of Chase Bank in ( XXXX ) XXXX, who keeps calling me at the wrong time at XXXX XXXX during my work. Who keeps sending me the information using a corruption file and never been open and refusing to send his e-mail by text? Mr XXXX stated that Mr XXXX could not do the credit without the application. In fact, Mr XXXX did the credit and he finds about {$4500.00} is delinquency from Social Security Cause by Chase Bank as a letter from Washington DC shows somebody has my social security. Mr XXXX stated this has a big impact on your credit. However, the over writer person will be asked to pay this amount of money before I start the loan. all this damage caused by Chase Bank. 

Mr XXXX asked me to lock the loan any time after they are checking my credit. However, Mr XXXX and Mr XXXX asked to lock the rate any time after checking your credit. After this, I should fill the application and accepted all the requirements. Indeed, I thought that the bank already deducted the {$500.00} dollars for nonrefundable. As the result, Mr. XXXX checks my credit to secure the loan. 
During my conversation with Mr , XXXX XXXX stated that Mr XXXX did not anything yet for my loan. He stated that I did not fill an application. However, I did what Mr XXXX and Mr XXXX have approved his notes later as you see below Lock the loan or submitted an application Mr XXXX is the head manager for the Loan departments on his e-mail dated XX/XX/XXXX time at XXXX XXXX. Please see the paper attachments. 





XXXX, as I have mentioned before we still have not locked or submitted an application yet. Please see my emails below. To move forward with an application, there are still some steps required including you paying a Non-Refundable {$500.00} good faith funds. Rates are higher now. The 2.75 % rate is now costing .993 points ( APR is 3.4863 % ) for the 10-year fixed program.

Interest rates, points and APR quoted are subject to change based upon credit score, loan-to-value, and other factors. 

I do believe that the delay in the process for the loan refinancing, together with the inability to communicate with the right people and handle my case properly, which is not my fault anyway, are the main reasons for being on the verge of losing the low interest again for the second time in history. It is due to this delay over a long time attempting to secure the loan process that the house no as an option. All these problems are caused by Chase Bank due to their negligent and miss management. 


Sincerely, XXXX XXXX

Company response to consumer: Closed with explanation