Consumer complaint received 2026-05-20 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: NY

Complaint narrative:
I am filing this complaint about Chases handling of a pending mortgage assumption arising from a divorce-related property transfer. The purpose of the assumption is to place the existing mortgage into my name alone and remove the other party from liability, consistent with the divorce and property settlement documents already provided to Chase. The process has been pending for an extended period and has been materially delayed by repeated cycles of document requests. Chase issued formal Requests for Missing Information dated XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX. Chase also sent additional follow-up requests by email, including requests for refreshed asset statements and pay documentation, before the file could proceed further. I responded to these requests through multiple submission packets, including those submitted on or about XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX, along with interim supplements when updated statements or retransmissions were needed. A recurring issue is that Chase has repeatedly requested refreshed versions of the same core document categories, especially current pay documentation and statements from the same savings account. In my XX/XX/XXXX response to Chases XX/XX/XXXX request, I specifically advised that the XXXX and XX/XX/XXXX savings account statements were the same statements previously sent in response to a prior request. Chase later requested the same category of statements and additional paystub coverage again. The file has been represented as having gone to underwriting multiple times, and each time I have been given a general 30 to 50 day timeframe for a decision. After that timeframe passes, the file is returned to assumptions with requests for newly current documents, without a clear explanation of why a decision was not made while the previously submitted documents were current and in Chases possession. In addition, Chase has later identified technical requirements in documents that had already been submitted months earlier, rather than identifying those issues when the documents were first reviewed. For example, letters of explanation that were previously submitted were later identified as needing to be dated and signed by hand, even though those concerns were not clearly raised when the documents were originally provided. I contacted Chase again and obtained an escalation reference number. I was told that an assumptions manager would provide direct information about who is assigned to the underwriting case, and that an escalations manager assigned to my case would call within 24 to 48 business hours. I also obtained a direct number for the escalation team. During the resulting escalation call, Chase stated that it could not guarantee that updated documents would not be requested again after 30 days had elapsed, that I could not speak with anyone assigned to my case in underwriting, and that no timeline could be provided beyond the general 30 to 50 day estimate. I am filing this complaint because the assumption process has become a cycle of repeated document refreshes, unclear status updates, return from underwriting without a decision, and failure to issue a timely decision. I want Chase to assign a responsible escalation manager with authority to track the file, confirm the current underwriting status in writing, identify the assigned underwriting contact or unit, stop issuing rolling duplicate document requests without explanation, and promptly issue either an assumption decision or a specific written explanation of any truly remaining deficiency. If Chase claims that updated documents are required because prior submissions became stale, I want Chase to explain why the file was not reviewed or decided while those documents were current and in Chases possession, and what specific steps Chase will take to prevent the same issue from recurring after any updated submission.

Company response to consumer: Closed with explanation