Consumer complaint received 2025-01-08 00:00:00
Product: Mortgage — FHA mortgage
Issue: Closing on a mortgage — Delays with the closing process
Company: JPMORGAN CHASE & CO.
State: FL

Complaint narrative:
XXXX
To whom it may concern,
I am writing to file a complaint against JP Morgan Chase bank.  Chase Bank was advertising their guaranteed on time closing guarantee which his normally advertised as $XXXX  but during my closing it was advertised as XXXX  closing guarantee.  This closing guarantee that Chase is advertising is misleading and they are not standing behind what they are advertising.  My husband I and I went through Chase Bank when we purchased our home in XXXX XXXX, not only was the closing process absolutely horrible and we were given the run around for months when I pointed this guarantee out to the closing team I was given the run around why we did not qualify with multiple excuses that were not relevant, were not applicable to our closing and their unsatisfactory excuses on why our closing did not qualify for their Guaranteed on-time closing and we were denied for this guaranteed closing advertisement to receive the XXXX advertised on their website  .  The closing had to occur between XXXX XXXX XXXX .  Per the eligibility/ineligibility criteria listed on their website we were eligible and should have received the XXXX that they were advertising:
 
 

 
Timeline of events:
I found out in Early XXXX XXXX that  were selling their property located at .  I reached out to  about the sale prior to her putting it on the market.  The property consisted of a lot with a home, an additional lot to the left and another additional lot to the right.   were asking XXXX.  I went onto Chases app and applied for a conditional pre-approval which I did get for XXXX.  I called  back and told her I was preapproved for XXXX and would she accept this.  stated yes and that she would reach out to the realtor  she was in contact with and who  was going to use to sell the house.

 drafted up the offer to purchase contract and provided the signed contract to    as well as XXXX XXXX XXXX XXXX4.  
Reviewing the offer to purchase contract I had some questions and reached out to  to help me understand what I was reading.   took the time to recap our conversation and answers in an email back to me:
From: >
Date: XXXX XXXX XXXX XXXX XXXX XXXX XXXX >
Subject: Re: Copy of proposed offer
Good morning , 
I am assuming your question is about the XXXX on line 42 of the offer. On your pre-approval letter Chase states that on a sale price of XXXX  they would give you a loan amount of XXXX meaning that you would have to pay the difference. XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX difference you are required to put down for the loan. There will be other expenses you will need to pay like home inspection, insurance inspection, appraisal, closing costs, etc.. That will be all spelled out in a document your lender will provide.
As for the light fixtures. has made the offer that if you have the light fixtures picked out, when she has her lights taken down by her electrician he could put yours up at the same time. Let me know your thoughts so we can keep this offer moving forward. I know you both want to get this offer moving forward.
Thanks,


 again emailed with next steps that I needed to take as the clock is ticking:
On XXXX XXXX XXXX XXXX XXXX XXXX wrote:
Good morning, 
Now that we have a fully executed contract the clock is ticking to get a number of things started. You need to select a home inspector to get the home inspection, 4 points, wind mitigation, and XXXX XXXX XXXX XXXX completed within 7 days. Also you need to have made a formal application for a mortgage within 5 days,(you can use the documents below) I have also sent a copy to XXXX  at Chase to help get things started. If you need names of companies or any other help let me know. Once you have made the appointments I can arrange to get them into the house on the right day and time.
ThanksXXXX XXXX the Loan Application package populated in my Chase App Portal for review and signatures and documents that needed to be uploaded.  When these populated to be reviewed and addressed our grandson was admitted to the XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX  which my husband and I caught within days. XXXX XXXX contacted me while I was in the hospital letting me know that the packet was ready for review and signatures.  I explained to him the serious condition of my grandson and would do my best to get to this quickly.  
From: XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX
To:
Subject: Your mortgage application documents are ready
Hi ,
Thanks for applying for a home loan with us. 
Your mortgage application documents are now ready. Please review and sign within 24 hours of receiving this email. To get started, go to Apply center on Chase MyHome and choose See ta
Reply-To: XXXX  From: Chase Home Lending 
DateXXXX XXXX XXXX XXXX XXXX XXXX XXXX
To: 
Subject: Important information about your mortgage application
Reply-To: "XXXX XXXX XXXX XXXX XXXX  at XXXX XXXX
To: 
Subject: Contract to Purchase XXXX XXXX
Good morning, 
Attached is a copy of the contract signed by all parties. Now that we have a deal I will work on the FHA and HOA addendum's for everyone to initial and sign.


 
The home inspection and wind mitigation was scheduled and a final copy was sent to me XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX
To: 
Subject: Re: Moving forward with XXXX XXXX XXXX  
The 4 point inspection and wind mitigation is set for tomorrow at XXXX XXXX 
I will send you the company info. 
Regards 

Sent from my iPhone

From: 
Date: XXXX XXXX XXXX XXXX XXXX XXXX To: 
Subject: 4 Point & Wind Mitigation
 
Hi,
Ive attached the wind mitigation and 4 Point inspection report for your home on XXXX XXXX  
Please review the reports and let me know if you have any questions.
 
 
Thank you.
 
Best Regards,


After doing what was required on my end by getting the inspection and wind mitigation there was a delay on Chases end moving the loan forward.  
On XXXX XXXX XXXX XXXX XXXX  > wrote:
Hello :
I received your contract earlier this week and wanted to reach out and introduce myself.  I will be your primary contact at the office and my contact information is listed below.
Your deposit of XXXX is due and can be made by check delivered to this office or it can be made by wire transfer. I have attached wire instructions for that convenience. I would ask that you hold onto the wire instructions as final funds to close must be in the form of a wire transfer and the attached instructions will apply.
When you have a moment, please reply to this email with your current mailing address. I will also need to know your marital status and whether you will be here for closing or whether you planned on doing it as a mailaway.
Feel free to reach out with any questions.
Sincerely,

From: > 
Sent: TuesdayXXXX XXXX XXXX XXXX XXXX XXXX
To: >
Subject: Re: 
 
Hi 
I set the money to wire on XXXX

We will not be there for closing. 
Please reach out if you have any additional questions  
Regards

Sent from my XXXX XXXX  contacted me on XXXX letting me know there were documents I missed being signed so I returned his call after going into the portal and reviewing the documents again to ensure that everything was signed.  At that point there were other documents in the portal that populated that needed to be completed so I completed everything in there that I could complete.  XXXX told me not to worry about those that the underwriting  department would be working with me on those documents.  
Even though XXXX  told me that someone would be working with me I uploaded what was required anyway just so that I knew it was complete.  
On my end things continued to be moving along:
On XXXX XXXX XXXX XXXX XXXX XXXX wrote:
Good morning:
Attached please find the title insurance commitment that has been prepared for your purchase of property at .  Please review and confirm the spelling of your names as they appear in Schedule A.  Please also review the title commitment and let me know if there are any questions or whether you would like copies of any of the exception documents referenced in Schedule B-II.
Note that I have included your lender based on the Preapproval letter that was received with the contract.  I have NOT received any title request from your lender at this time and would ask that you reach out to your loan officer to advise them of this.  If you can also provide me with your loan officers name and number I can also reach out.
Sincerely,


Eventually I was contacted by XXXX XXXX  at Chase Bank on additional documents that were needed to be completed within her department of Chase to move the loan to closing.  
XXXX  sent this document XXXX still noting our original closing date of XXXX.
  
I worked with XXXX  on the documents that she required ASAP because at this point our closing was XXXX  days out and I didnt want anything to be delayed.  While working with XXXX (she goes by XXXX) she kept asking me to upload documents that I had already uploaded multiple times so I reached out to her boss XXXX due to my frustration on having to upload the same documents so many times and my frustration with this.  
 
 
Around this time the appraisal on the property was sent to (Realtor) and my self and was under the price of the contract.  XXXX reached out to me to review the documents and provide input.  I looked at the document not knowing what I should be looking for and what input I need to provide and reached out to  on his thoughts.  What I noticed is that the XXXX additional lots were not included in the appraisal price and  reached back out to XXXX about the lots not being included in the appraisal.
From: 
Date: XXXX XXXX XXXX XXXX XXXX XXXX
To: XXXX 
Good evening, 
After reviewing the appraisal, I believe an error may have been made regarding the adjustments of land value. The subject property is listed as having XXXX XXXX XXXX  consisting of XXXX plotted house lots XXXX XXXX XXXX. This creates a peaceful and private buffer around the home and was one of the main allures to the buyer. 
I don't see where the XXXX comparable sales were adjusted to account for the difference in land. Over the last XXXX days XXXX lots have sold in zip code  with an average selling price of XXXX each. 
Sincerely,


While working with XXXX it was evident that we would not be closing on XXXX. XXXX provided additional documents that were needed from me to continue to move forward with the loan application.  XXXX also reviewed the loan amount details and what I cash I would need to close the loan.  
From: >
Date: XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXc: >
Subject: Costs to close XXXX 
These are the cost to close I was talking to you about this morning that I questioned XXXX on before signing the application document. His reply was not to worry about it that some of these costs were for the seller and he urged me to just get the application signed. 
I had another discussion with XXXX when I received the packet in the mail with all this money stating due at closing as I was under the impression I only needed the (around) XXXX and I told XXXX  I didnt have XXXX. 

I also discussed this with XXXX and she informed me that she would have XXXX reach out to me. Which he did NOT!!
I pulled out the money to close out of my XXXX as a loan repayment so that I would have the money to close. 
Regards 

Sent from my XXXX

At this point I did not have the finances to come up with the cash to close and explained this to XXXX that XXXX told me not to worry about this it could be rolled into the loan. XXXX informed me that this was not the case.  I then went into my XXXX and pulled out a loan to cover the costs to close and had the money in time for our coding date of XXXX XXXX XXXX XXXX we were still under the impression that we were going to be able to close on time and the XXXX XXXX reached out due to not getting final figures needed for the loan to close on time.
From: 
Date: XXXX XXXX XXXX XXXX XXXX XXXX  To: XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX , 
Subject: RE: 
Good morning:
This transaction is contracted to close on Wednesday XXXX XXXX and is a mailaway transaction.  Please advise immediately when I can expect final figures and a loan package for remittance to the borrowers.


I discussed my dissatisfaction with this whole process, the delays, the request for documents multiple times after I had already submitted the documentation, the money I had to pull out of my XXXX that I was not made aware of by XXXX  that I was going to need this money and his false information that it could be rolled into the loan. XXXX  informed me that the conditional approval was not received in her department until XXXX and that no home appraisal would be triggered until it reached her department.  XXXX also relayed that once it hits her department that they have XXXX days from receipt to move the loan to closing and XXXX  days to close for FHA loans (which was my loan).   
XXXX was very understanding of the situation and informed me that it was not her department that caused the delay that the delay was due to XXXX not moving the loan forward to her department in a timely manner.  I brought up the fact that Chase was advertising the closing guarantee and XXXX informed me that the purchase guarantee was part of the sales function team to send this for review and a condition needed to be placed on the file to trigger the loan closure agreement review and this would be done on XXXX XXXX side XXXX XXXX XXXX XXXX.
XXXX told me she was updating her manager about all of my concerns and XXXX dropping the ball on moving the loan forward in a timely manner and that she was reaching out to XXXX XXXX to discuss all of the issues with closing and what had transpired to date surrounding my loan and that she was going to have XXXX  contact me about my concerns. XXXX did eventually reach out to me regarding the issues with moving the loan forward, my concerns about XXXX dropping the ball and that we were not going to hit our closing date of XXXX  When XXXX  and I spoke he informed me that I was not eligible for the closing guarantee because of the appraisal and a change in purchase price.  I explained to XXXX  that the delay in my closing had nothing to do with me dropping the ball that it was XXXX XXXXhat dropped the ball and the delay in closing was due to Chase and their employees.  
Here is just one example of how XXXX  did not follow through on his end.  I emailed him on XXXX with no response from him, I emailed him again on XXXX  with no response from him and forwarded my email to his boss XXXX on XXXX  due to no response from XXXX XXXXl also informed me that the decision on the closing guarantee had nothing to do with his department that once the loan closes it goes through the purchase loan team to review to determine if the criteria was met to be eligible for the purchasing guarantee and that XXXX  should have never told me what she did.  XXXX at this point said we want to get you to closing and that XXXX and XXXX  would not be my contact people anymore it would be him and XXXX  and that they would work closely to escalate our loan to get us to closing.     
Ongoing communication and request for information 6/17/24 when the documents were already uploaded, signed, sent, etc.

From:
Date: XXXX XXXX XXXX XXXX  XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX# chase purchase XXXX.
 
Ok some more nonsense for the day latest email
 

The contract has the correct address because the house and one lot is under one parsel number and the second parcel lot is not added to the whole property. If the address is changed it looks like I am only purchasing the house and one lot. That is NOT the case. 

Again let me point out that you chase have had this contract for months when I first applied and now you are saying everything must be changed????  Why?? What for???  Why was this not addressed from the beginning???  We are XXXX days from what was agreed on the closing date and now I am getting the run around??  

We are working with a realtor  and XXXX knows this!!
And we have to get the flood updated as well?  Next it will be an email that the homeowners insurance will need to updated as well. I am sure that will be your next email. 

I work XXXX hours a day and am in meetings most of my day so making multiple calls to these agencies to update stuff we already got binders for as you required will now have to do more work and then resigning etc. again let me point out you have had these binders and now TODAY you are saying everything needs updated. What in the hell is going on?  Who is not doing their job? How is it no-one noticed any of this until TODAY????

And for the HOA when XXXX  and I spoke she was taking care of that because chase had it wrong that I made XXXX XXXX  payments to the HOA monthly which I do not. I pay my school loan of XXXX monthly Im attaching that as well so you wont bother me asking for it later. 
I am also attaching the HOA legal document that states the XXXX once annually. 
 


 the realtor is attached to this email.  is there anything we can do to ensure that the contract shows that I get all XXXX lots and the house?

This whole mess has been frustrating to say the least. I am VERY dissatisfied with how this has all been handled. I want resolution to this ASAP.  
Regards 

Sent from my XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX > wrote:
oh my XXXX  you have got to be kidding me I just received this at XXXX 
The contract was already sent to chase over a month ago are you kidding me?
Why am I getting all this XXXX you need this and that after its already been sent?
Why are all these things you continue to need not on the chase portal so they could have been addressed way before this?
<>
Again I already just sent new statement for  today
I already explained to XXXX the XXXX payment is my HOA one time a year payment and she informed me she would take care of this on her side. For heavens sake look at my account and look at last year first qtr you will see pmt made to  for HOA fees. 
And let me take the time to say oh thank you for your lovely message that this has to be done today to avoid closing delays. This is Chases fault NOT MINE!!!!  You are dropping the ball. Dont push this shit on me like Im the one holding things up because I assure you its NOT ME!!!!!!!!
Lets not forget the email to look at the appraisal and voicemail about appraisal to review and talk about what we can do on XXXX. You expect people to look at this for what?  Phone call XXXX  appraisal emailed to me XXXX NOTE closing date XXXX. 
Appraisal done XXXX and signed XXXX  why was this not sent to all parties?  Why did I get it so late? And then had to react as fast as possible and get ahold of  and then be told well its late today we will review tomorrow?  How as a lending company did you NOT see the appraisal was done on one lot not XXXX  lots but I was able to notice this with no experience at looking at an appraisal. 
I am beside livid over all of this. 
If there is anything else needed from me today text me immediately 
 so that I can continue jumping through hoops getting you things I have already done. 
Regards 

Sent from my iPhone
On XXXX XXXX XXXX XXXX XXXX,> wrote:
There are multiple emails going around and I have completed everything required and uploaded to the chase documents site  
I dont have my HOA bill for  this was paid and shredded I cant understand why this should hold anything up as you have all my bank transactions and can see I pay this yearly 
Mortgage document sent this am 
The fha real estate was done XXXX and uploaded to chase tasks attached again here 
If things have to be signed by the seller why are you not reaching out to all parties involved 
It seems like you are wasting a lot of time on things you should have been handling. 
Again the flood document has been signed and attached in the chase portal. 
I am not sure who is dropping the ball on all of this but this is ridiculous and this needs to be addressed immediately from chase bank. 

Now I just received this email 
If the flood form I sent you is not right then I DID NOT get it to sign. 
Please get this to me today!
I am very unhappy over this whole process from the lack of communication to documents your saying I need and not having the document and then emails that seller needs to sign and chase not getting this done as you have contact to all parties involved in this process. 
Regards 

Sent from my iPhone
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Communication that occurred on our original date to close:
On XXXX XXXX XXXX, at XXXX  > wrote:
Hello :
Attached please find the survey that was provided by Surveying together with evidence of payment.   I will advise Chase of payment of the survey so that the charge does not appear again on the final closing disclosure.  (It may show up now and before closing).
Let me know if there are any questions.
I spoke with  and he is waiting on confirmation from your lender that the appraisal is higher than originally documented at which time he will prepare the Addendum to the Contract requested by the bank.
Sincerely,

After  and my review and  comments back to XXXX about the appraisal and value of the properties the loan went sent back with the additional documentation to see if the appraisal would be increased Chase denied the request to adjust the appraisal so the appraisal price of XXXX would need to stand and an addendum would be needed to the contract purchase price.  This was done on XXXX XXXX days post our closing date)
Addendum to the contract occurred on XXXX after our original closing date of XXXX.
 
Even with all of this going on and having XXXX and XXXX work on the loan we did not go to final closing until XXXX which added an additional XXXX days to close the loan.  
After the loan closed I then reached out to Chase Bank and requested that I be transferred to the CEO due to the fact that both XXXX and XXXX told me that we would not qualify for the loan guarantee which I was not in agreement with because there was nothing on my side that delayed the loan, there was nothing on the Realtor side that delayed the loan and there was nothing on the Law Firms side that delayed the loan all of the issues stemmed from Chase and Chases employees. 
 
I was transferred to the administrative office and the lady that answered the phone was not polite at all as I was explaining to her my concerns over the whole loan process and closing and their closing guarantee.  She stated she opened a complaint and that someone would be reaching out to me.  A gentleman named XXXX reached out to me about my complaints and I told him I would forward him all of the communication that I had surrounding the closing and delays on Chases part.  I forwarded him the information but it came back that the email address would not accept it.  I then placed a call to XXXX to let him know the email did not work.  
XXXX eventually called back and left me a voice message with his findings and resolution from the closing guarantee review informing me that it was due to the reduction in price and removing a lot and closed out the complaint.
I called XXXX back and questioned why he was closing this out and that I had left him a message that the emails that I had did not go through so he validated the email again and I told him I was sending over all of the proof that Chase was the reason for not meeting our closing date and it had nothing to do with me, the realtor or the law firm.  This was all due to Chases employee issue and lack of follow-through and follow-up and that I wanted copies of all of their policies and procedures on each step of the loan process. 
 
 
 
I forwarded XXXX tons of emails with the back and forth that was going on with the loan since the beginning and he stated he would reopen my complaint. XXXX  reopened my complaint and then I received a call from XXXX XXXX letting me know she is reviewing my information about my complaint XXXX XXXX then received a follow-up calXXXX XXXX from XXXX XXXX stating that I did not quality because there were changes made to the loan within 30 days of the closing date. Per the ineligibility rules for the Chase Guarantee it states 10 days yet XXXX is stating 30 days? Again, more discrepancies and excuses to why I do not qualify when the exclusion list below does not equate to anything that either the seller and I did wrong, untimely, delayed, etc.  Everything that occurred and the delay in closing was all due to Chase Bank and their employees.
 
Thank you for taking the time to review my complaint and the false advertising by Chase on the closing guarantee commitment that they are not abiding by and holding themselves accountable for the poor employee behavior and making their customers pay the price for their inappropriate actions, behaviors and bank ethical standards.
Please feel free to reach out to me with any questions or concerns or if additional information is required.

Company response to consumer: Closed with explanation