Consumer complaint received 2019-04-03 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Closing on a mortgage — 
Company: JPMORGAN CHASE & CO.
State: FL

Complaint narrative:
Consumer Financial Protection Bureau XXXX XXXX XXXX XXXX XXXX Washington, DC XXXX To Whom It May Concern : I am sending you a complaint to help me resolve this situation with, Chase Bank home lending advisor, also an agent professional at XXXX, XXXX XXXX. 
It was one business day before closing on XX/XX/XXXX, I received a call from Chase Bank lender. The lender said, XXXX XXXX XXXX was not approved for the loan. The closing for the loan was schedule for XX/XX/XXXX. She said, The builder inside the complex is not obtaining a PERS approval, so the condominium will not be qualified to receive the loan endorsement. Due to that reason, you will not be able to buy the property. 
After the disturbing mortifying news, I asked XXXX if she was available today to have a meeting with me at Chase Bank, XXXX XXXX. She said, Yes, I will meet you there. 
As promised, we met at Chase Bank, XXXX XXXX. Unfortunately, XXXX never showed me proof that the condominium was deny. She verbally discussed the disapproval of the condominium. She said, The condo at XXXX XXXX XXXX, XXXX XXXX, XXXX Fl. XXXX was disapproval for purchase. The condo has to be approved and there is different situation with condos right now, and right from the beginning we knew that it had to be approved first, and because you did not put down more than 25 % that is when they do a limited review and just look at the condominium insurance policy and accept it, because it was only 3 % down conventional they had to do what is call a full review so, I went to the place in XXXX with your check the next day, and had them fill out all the forms and sent that up. So, while they were processing, I do not know why it took so long, because we hand all the information to them right from the start on XX/XX/XXXX. So, unfortunately, it did not get approved. 
She said, I spoke to the fellow this morning, I think his name was XXXX ( XXXX XXXX from XXXX XXXX XXXX ) and, he cant do anything as well. When I told him the situation he understood then. 
XXXX said, You can go out to buy a house tomorrow that is not the problem. It is that condominium that you chose is the problem and the only way I can help you get approved for the condominium. You have to put down {$38000.00}. But, they are still doing working and I am going to read some of the information that we have. 
I asked XXXX if I can receive a copy what she is reading? 
She said, She will try and she will read it to me. It read that the new construction in Florida dated XX/XX/XXXX declined by the PAG department. The new construction in Florida, builder is not getting a PERS approval, so it can not be approved. 


I asked her to define PAG. She said, I dont really know what the the initial stands for, it is the department that gives approval to condominiums under Chase Bank and the loan went to the PAG department on XX/XX/XXXX and XX/XX/XXXX the processor was assigned to the loan and that is when everything shoot off, and you did not met agency guidelines, because we have to get condominium approval and it did not. Then she said, The builder is not applying for it at XXXX XXXX, so we couldnt do it that way. 
I said, Applying for what? XXXX said, PERS approval from XXXX XXXX. It is expensive to be done, cost involved. At that moment she said, Let me see if I have that email to see how much it cost. 
XXXX did not give me the builders name nor the email or the cost. 
She said, It came from the PAG department. If you was going to persue it more, you will go after XXXX XXXX XXXX XXXX XXXX XXXX to find out why they are not getting PERS approval through XXXX XXXX, because if they had that approval then we can do the loan. ( Information for XXXX XXXX XXXX, XXXX XXXX XXXX XXXX # XXXX, XXXX, Fl. XXXX, XXXX-XXXX-XXXX or ( XXXX ) XXXX-XXXX ) Sadly, XXXX did not give me any document to follow-up on the PERS disapproval for the condo. XXXX was sending me on a wild ghost chance, because I had no documents to show XXXX XXXX XXXX caused the delay in the paper trail. 
XXXX asked me, What I was going to do from here. I told her, I want my earness money to be returned. I want my credit score restored, and I want all deposit returned to me. 
XXXX said, I am allowed to shop for thirty days and your credit score should not declined as per Chase. 
I asked her to put that in writing. She did not. 
She said, My condo falls under a different phase and that caused the condominium to get declined. 
I responded to say, I was told by XXXX XXXX that my good earnest money is not going to be returned, because I receive the closing disclosure meaning, The loan was clear to close. I will lose {$1500.00} due to the situation. 
XXXX said, Normally and I believe, if the loan was declined by the bank you should be entitled to get your earnest money back by the bank. 
I asked XXXX can she put that in writing and she did not. I also asked XXXX is it your business practice to give a consumer a one day business denial notice before closing. She said, No. 
She said, She is going to submit a escalation to the mortgage banking escalation department and they can see how the timeline procedure was developed on the application. So, the escalation department might be able to give you the timeline that is needed. 


Then she said, let me tell you how it happens and I know you were a due diligent 100 per cent on everything that you did. So, what happen is we take the application and remember you can back the next day to pay the {$200.00} to the XXXX XXXX XXXX XXXX on XX/XX/XXXX. Now all along, it was told that the condominium has to be approved and I would have told you that. So, when it goes from me to the processing department it shoot off to every different department that we have, the title department, the appraisal department, the PAD department for the condominium to be approve, and it goes to every different department and everybody does they busy work behind it. We dont get like a daily summary like where it is now there are all working behind the scenes on it, so the mortgage banking escalation department will be able to create a timeline so you can see. 
Thereupon she said, Chase want to get the loan approved. We are not in business to make you unhappy for not being able to do the loan, so that is 100 percent. But the condominium have to get approved. If you put 25 % down 99 % that will not be the problem. It is the condominium that is the problem. So, my suggestion is to get in touch with XXXX XXXX XXXX because they are familiar with their approvals on what they do to get condominium approve. 
I said, What is the contact to the mortgage department that have the timeline. XXXX said, She really dont know because I never had it before, but I am going to send an escalation notice, so that the mortgage banker escalation department and I ask for a timeline for you. I said, That will be fine. XXXX said, Is anything I can do to help and if they want a letter and I was under the impression that, but we do not get involved in that as per XXXX. If the loan is declined and I only lost two loans in the pass two years. So, I am not in the business for that. But, I was under the understanding that if your loan is declined from the lender you will get your earnest money deposit back. 
It sounds like to me XXXX was confused. 
XXXX XXXX said, XXXX XXXX XXXX , XXXX took too long to submit pertinent information on the HOA and Condo requirements. You know why it took to long because we gave all the information right at the office from the beginning. 
I said, What information She never responsed. 
Why is she evasive? She is a business woman who works in business, especially as a Senior Home Lending Advisor for Chase Bank who talks jargon language that is used in a particular context and may not be all understood outside that context. The context is usually is a particular group that is in her business can understand the jargon. 
Nonetheless, the condo certification questionnaire was completed on XX/XX/XXXX and prepared by XXXX XXXX who work for XXXX XXXX XXXX , XXXX. 
XXXX XXXX information is as follows : Email : XXXX.XXXX@chase.com http : //homeloan.chase.comXXXX  NMLSID : XXXX Telephone : XXXX-XXXX-XXXX  Home Lending address : XXXX XXXX XXXX XXXX XXXX , Fl. XXXX Moving right along, this is how the team worked fervishly on XX/XX/XXXX on the day of closing to get the condominium approved. 
On Monday, XX/XX/XXXX XXXX, XXXX XXXX a listing agent at XXXX/XXXX XXXX XXXX. In fact, XXXX is assisting me in the purchase of the condo at XXXX XXXX. 
Now, XXXX email XXXX XXXX to let her know that XXXX XXXX a listing agent for the seller called XXXX and told XXXX that she spoke to the builder of the new section in XXXX XXXX XXXX, and they ( builders ) gave her the contact information of the lender that is working with them ( working for XXXX XXXX office approval ), and builders are happy to talk to you ( XXXX ) and tell you ( XXXX ) how they ( builders ) are able to get funded as they ( builders ) have the same hurdles you do ( to obtain condo approval ). XXXX continues by saying, I hope this is not stepping on anyone toes, and please understand it is in the spirit of trying to get this loan funded for the buyer and seller. Would you please call him ( XXXX XXXX-XXXX ) and see if there is anything that may help the team clear up this situation? His contact info is below and is ccd in this email : XXXX XXXX from XXXX XXXX XXXX-XXXX-XXXX XXXX. 
I find the circumstance to be bias and someone is receiving a gift because, XXXX XXXX probably knows how to go around PERS approval to obtain condo approval funding for loans. So, buyers can buy condominium property at XXXX XXXX. This sounds like an illegal privilege real estate sale for certainty groups. 
For this much, I was having trouble reaching XXXX by phone. I called her several of times and left my cell number on her phone and she never returned the calls. In fact, before I left the office on XX/XX/XXXX, she asked me if I had a cell phone, so I can call her cell phone to make sure she will have my correct telephone number to reach me wherever I may go. 
I have complained to XXXX XXXX that XXXX was not answering my phone calls at XXXX-XXXX-XXXX. XXXX XXXX XXXX to tell XXXX to call me ASAP. 
In any case, XXXX XXXX, Client Care Specialist, told me about XX/XX/XXXX, XXXX was supposed to call me to go over some details with me. 
She never called. 
I told XXXX XXXX that I received the Mortgage Commitment Letter and the letter needed signing. XXXX XXXX told me not to worry about signing the documents because we approved the loan, and you do not have to mail the mortgage commitment letter back to us and the only thing we are waiting for is the approval for the condominium, and for XXXX to call you. 
As a matter of fact, XXXX XXXX recorded the conversation. Each time XXXX XXXX communicated with me, the conversation recorded, and verified by my social security number, and his NMLS number. 
I believe if XXXX XXXX wanted me to sign the mortgage commitment letter, he would have sent it through XXXX e-signature like he has done with the Credit Inquiry Explanation form on XX/XX/XXXX. 


XXXX XXXX information is as follows : XXXX XXXX Client Care Specialist NMLS # XXXX XXXX.XXXX.XXXX@chase.com Office : XXXX-XXXX-XXXX  Definitely, this sound like unfairness, deception, bias, unscrupulous behavior among the selling professionals and the workers at Chase Bank. Here are emails XXXX sent XXXX and XXXX sent XXXX. A few of the emails were carbon copy ( cc ) to me : XX/XX/XXXX, email was carbon copy to me from XXXX XXXX. XXXX said, XXXX, just wanted to reach out and ask if we are going to have loan commitment by the XXXX as per the contract? The listing agent is asking for verification. I understand it is the loan commitment, the listing agent is asking for it and I wanted to make sure it is a ok for me to share with her as there are some specifics on it for XXXX. I thought was, but a co-worker told me it is not something I can share so I am double checking. 
XXXX replied email : XX/XX/XXXX That is the loan commitment XXXX XXXX replied email : XX/XX/XXXX Thank you XXXX. Is this proprietary? This listing agent is asking for something saying we have loan commitment and I dont want to send this if it is. 
XXXX replied email : XX/XX/XXXX Hi XXXX, Here is the commitment letter, please call me if you have any questions. Thank you very much for your partnership. 
XXXX replied email : XX/XX/XXXX What phase is XXXX condo in? 
XXXX replied email : XX/XX/XXXX this is the land decription-XXXX XXXX XXXX XXXX XXXX  XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX in XXXX XXXX XXXX XXXX And All Ammendments Thereto. 
XXXX replied email : XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX  XXXX replied email : XX/XX/XXXX So, is that phase 6? 
XXXX replied email : XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX. 
XXXX replied email : XX/XX/XXXX What phase is XXXX condo in XXXX replied email : XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX  XXXX, never called to talk to me about the signature for the mortgage commitment letter. The question is this, why did she send XXXX a unsigned commitment letter on XX/XX/XXXX? I believe, XXXX sent the commitment letter to obtain pertinent information from XXXX via email, because she knew the delay she caused on the loan. 

This email of intimidation is from XXXX to me. 
On XX/XX/XXXX, Please see the attached commitment letter. Under Section C # 11. This is the reason the commitment has canceled, and she also send a carbon copy to XXXX XXXX. I opened the attachment and it was the mortgage commitment letter. XXXX XXXX received a carbon copy. On the same day. 
Furthermore, I received a text on XX/XX/XXXX from XXXX XXXX and it said, Hey Ms. XXXX, I tried to call you because I wanted to see how youre doing and also wanted ask you if you wanted to try the lender that is funding the construction that we talked about in the past email that XXXX was asked to call. I gave him the address of the condo and he is looking into it and is going to see if he can do a loan for it. Do you want to call him? His number is XXXX-XXXX-XXXX. 
I responded and said, I am not willing to go through a one month process to continue to lower my credit score as well as receiving hard hits on my credit record that last for 2 years. If XXXX is willing to work with the loan officer to make it happen. I am in. 
XXXX responded and said, Ok I understand. XXXX has not indicated to me that she is working on the loan any further. So do you want me to send you the release and cancellation now? I did not respond. 
On XX/XX/XXXX, XXXX text me and said, Hey Miss XXXX, I left you a message on your voicemail and have email you. I really want to try to get your escrow money back ASAP. If you could please look over the release and cancellation and sign it that would be awesome. If we wait past XXXX oclock today I think the seller might try to get it as well. Im not saying she wont anyway, but I want to try for you first. 
There is a dispute involvement on who is going to receive the good faith refund. I believe it is more than the good faith refund. I have not yet received substantial written document stating that the condominium was not approved. The communication was by oral communication, emails, unprofessional texts, and unprofessional workers. 
XXXX XXXX text me on Tuesday, XX/XX/XXXX in said, XXXX completed the PERS form  and not the builder. 
XXXX email me to say that she never heard from XXXX. I found this to be irony, because XXXX carbon copy her email to XXXX on XX/XX/XXXX. This is what XXXX email said, Hello Ms. XXXX, I know you are very upset, and we spoke briefly yesterday about maybe trying another lender and that you said you are not interested. I just wanted to double check before I told the seller you are not interested in pursuing another lender. I also sent you the release and cancellation yesterday to try and get your escrow back so if you are not interested in trying to keep the contract open and have them decide who should get it. Also, I wanted to let you know that I never heard anything back from XXXX on the email I sent that you were in, asking if they were going to reimburse you either. 
XX/XX/XXXX ( text from XXXX XXXX ) Hey I had to send that email to you Friday with the other release and cancel in it. So now we have one that I wrote that has your name getting escrow and then the one that sellers wrote where she gets escrow They are asking if you signed yet. I told them not yet and I havent heard from you. Just wanted to keep you posted on this end. Hope all is ok w you. 
Enclosing, I believe XXXX draws her inferences about my wealth, and chances are, she put me in a bucket, and inattentively ignored my phone calls. Yet, she collected my data credit history includes highly personal data, and it makes sense that I should have control over who sees it. But the consequence is that companies end up driving into largely unregulated pools of data, such as clickstreams and geo-tags, to create a parallel data marketplace in which it could include my data. 
She avoided scrutinizing me as an individual and instead place me in a group of people-What statisticians today would call a bucket. 
People like you, XXXX decided, could or could not be trusted. 
Additionally, XXXX knew a lot about the transaction that was going on in her team as well as what XXXX was doing, and she play right into XXXX hands. If XXXX wanted to do something about the deception. She could have saved me from experiencing this distasteful business practice. 
XXXX and XXXX knew the loan was not going to close and they did it on my expense. I lost {$2500.00} due to this deceptive transaction. 
I am sure you will have a solution for this problem. I am confident that you will want to resolve this complaint, and due justice will be served. 
Sincerely, XXXX XXXX XXXX XXXX XXXX XXXX XXXX . XXXX XXXX, Fl. XXXX All Parties involved in the Real Estate Transaction Escrow Agent Name : XXXX XXXX Escrow Agent Email : XXXX Escrow Agent Company : XXXX XXXX XXXX  XXXX XXXX XXXX XXXX. XXXX XXXX, XXXX Florida Escrow Agent Office Phone : XXXX-XXXX-XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, Fl. XXXX Telephone : XXXX-XXXX-XXXX  or XXXX-XXXX-XXXX Lender Company Name : Chase Bank Lender Office Phone : XXXX-XXXX-XXXX  Loan Officer Name : XXXX XXXX Loan Officer Email : XXXX.XXXX@chase.com Loan Officer Cell : XXXX-XXXX-XXXX Listing Agent Name : XXXX XXXX Listing Agent Email : XXXX Listing Agent Cell : XXXX-XXXX-XXXX Listing Broker Firm Name : XXXX, XXXX XXXX Property Address : XXXX XXXX XXXX XXXX XXXX XXXX Fl. XXXX Property Address ( street ) : XXXX XXXX XXXX, XXXX XXXX Property Address ( state ) FL Property Address ( county ) : XXXX Property Real Tax ID : XXXX-XXXX-XXXX-XXXX-XXXX.X Property Legal Description : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX  XXXX XXXX XXXX XXXX XXXX. XXXX And All Amendments Thereto Initial Deposit Amount : {$1500.00} Closing Date : Or before XX/XX/XXXX MLS Number : XXXX Year Built : XXXX Seller Name ( 1 ) : XXXX XXXX XXXX Selling Agent Name : XXXX XXXX Selling Agent Email : XXXX Buyer Name : XXXX XXXX

Company response to consumer: Closed with explanation