Consumer complaint received 2017-10-05 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Closing on a mortgage — 
Company: JPMORGAN CHASE & CO.
State: GA

Complaint narrative:
I made an offer, and went under contract to buy a home on XXXX XXXX, XXXX. The agreed upon closing date as recorded in the sale and purchase agreement was XXXX XXXX, XXXX. 
Working with XXXX XXXX, JP Morgan Chase, Home Lending Advisor, I begun the home loan process on XXXX XXXX, XXXX. 
On XXXX XXXX, XXXX XXXX XXXX informed me through secure mail my application was approved, and I received my first set of loan disclosures. 
On XXXX XXXX, XXXX XXXX XXXX, JP Morgan Chase, Loan Processor, contacted me through secure mail to go over the loan process and confirm information on my application. 
On XXXX XXXX, XXXX I received from XXXX XXXX a request for additional information. 
On XXXX XXXX, XXXX I provided answers and the requested documents. 
On XXXX XXXX, XXXX I received the initial Closing Disclosure from JP Morgan Chase. In that document the XXXX XXXX, XXXX closing date was recorded. 
On XXXX XXXX, XXXX I forwarded the insurance binder from my XXXX XXXX as requested. 
On Monday, XXXX XXXX, XXXX I went and spoke in person with XXXX XXXX at my local XXXX branch. XXXX gave verbal confirmation everything was on track for the XXXX XXXX, XXXX closing. With that confirmation, I wired the closing funds to the closing attorney. 
The afternoon of Monday, XXXX XXXX, XXXX, I received an insecure email for XXXX XXXX with a scanned copy of an invoice for XXXX {$30.00}. In this email I was informed, " The masters insurance policy just expired and they are requesting that you make a payment in order to send us a renewal. Attached is the {$30.00} invoice for the XXXX XXXX XXXX for XXXX at XXXX. Please mail payment ASAP to XXXX as instructed in the attached document. Let me know if you have any questions. '' I contacted XXXX immediately and spoke with XXXX XXXX XXXX Customer Service. She informed me that the invoice was for XXXX to pay. That XXXX does not except payment from XXXX XXXX 's Associations or Unit owners directly. I both called and email this information to XXXX XXXX and XXXX XXXX both. 
What ensued was a series of phone calls and emails to ascertain the status of my home loan, and XXXX 's preparedness for the XXXX XXXX, XXXX closing date. This went on into the next day, Tuesday, XXXX XXXX, XXXX. No one at JPMorgan Chase could confirm whether they were ready to close on XXXX XXXX ; nor would they give a clear reason why the closing disclosure had not been sent to the closing attorney. 
By Wednesday, XXXX XXXX, XXXX, I escalated this to XXXX XXXX and XXXX XXXX, the up-line manager 's of XXXX XXXX. While they indicated they were doing everything in their power to expedite and status update, they still could not confirm whether the closing disclosure would be sent to the attorney by the closing date. 
Throughout the two months that JP Morgan Chase has been processing my home loan, have I not been in communication with them. In that time and in those communications not once did they indicate an XXXX XXXX closing was not possible. 
On the morning of XXXX XXXX, 2017 day set for closing and originally recording in my closing disclosure, JP Morgan Chase had not sent anything to the closing attorney 's office ; or communicated a status update with the closing attorney, myself, or my realtor. 
Without written reason why, they failed to meeting the closing date. To this day, they have denied my request for a written explanation as to the delay.

Company response to consumer: Closed with explanation