Consumer complaint received 2024-01-02 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Closing on a mortgage — Delays with the closing process
Company: JPMORGAN CHASE & CO.
State: TX

Complaint narrative:
Dear Sir/Madam, I am writing to file a formal complaint against XXXX XXXX XXXX a mortgage loan officer at Chase Bank in XXXX, Texas. I have encountered several concerning issues and instances of unprofessional behavior during a recent real estate transaction in which XXXX XXXX represented the buyers as their lender of record. I believe that his actions have not only caused significant inconvenience and financial loss but have also violated ethical standards expected of mortgage loan officers. 

The circumstances surrounding the transaction involving XXXX XXXX were as follows : It became apparent that the buyers ' loan application was never submitted when the contract was executed, despite XXXX XXXX being the loan officer assigned to the buyers ' file. We later discovered that XXXX XXXX had lied about having the appraisal done in XXXX when, in fact, it was not completed until XXXX. 

Throughout the process, XXXX XXXX sent multiple emails to myself as the listing agent, the title company, and my sellers, falsely stating that he had an approved application for his buyers. Originally, the closing was scheduled for XX/XX/XXXX, but on XX/XX/XXXX, after speaking with XXXX XXXX 's supervisor, XXXX, we learned that there was no application on file for the buyers, and she confirmed that the loan would not close by the deadline. At the supervisor 's request, my clients agreed to give the buyers an extension until XX/XX/XXXX. 

Despite the extension, I continued to send emails to XXXX XXXX, requesting updates as we approached the second closing date. XXXX XXXX consistently assured us that he was gathering the final documents and that we would close on time. However, when the week of closing arrived, XXXX XXXX did not reply to any of our email attempts until we reached out to his team lead to inform them of the issues we were facing. 

After speaking with the team lead, we received an email from XXXX XXXX stating that the final Closing Disclosure ( CD ) was sent to the title company at XXXXXXXX XXXX on XX/XX/XXXX. However, when we contacted the title company to confirm this information, they informed us that no CD had been issued. 

On that same day, we received disturbing emails from XXXX XXXX, making false claims about my sellers terminating the contract. When I asked XXXX XXXX to have his clients sign the release of earnest money and terminate the contract due to their default, he ignored our request and continued to pressure the sellers to proceed with closing, despite the buyers being in default. 

To add to the distress, on XX/XX/XXXX, XXXX XXXX provided my clients ' phone number to the buyers without their consent, allowing them to negotiate extending the loan closing for another week and offering XXXX XXXXXXXX to hold the contract. My clients were understandably upset and questioned why their contact details were shared without their authorization. 

Furthermore, it has come to my attention that XXXX XXXX 's colleague, XXXX XXXX, also disclosed my clients ' contact details, which is a breach of confidentiality and a violation of professional standards. 

I believe that XXXX XXXX 's actions have violated the Code of Ethics and the professional standards expected of mortgage loan officers. I kindly request that Chase Bank thoroughly investigate this matter and take appropriate disciplinary action against XXXX XXXX if deemed necessary. I trust that Chase Bank will handle this complaint with the utmost professionalism and ensure that justice prevails. 

Please find enclosed relevant documents and evidence supporting my complaint. Thank you for your attention to this matter, and I look forward to your prompt response. 
Supporting evidence is upon request. 
Sincerely, XXXX XXXX

Company response to consumer: Closed with explanation