Consumer complaint received 2025-12-04 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Closing on a mortgage — Delays with the closing process
Company: JPMORGAN CHASE & CO.
State: NY

Complaint narrative:
My ex and I separated over two years ago. At that time, we had two mortgages with Chase : one for our then shared apartment in XXXX and one for our then shared cabin in XXXX, NY. We agreed that she would keep the apartment and I would keep the cabin. During the summer of last year ( XXXX ), we started the assumption process for both properties, with her assuming the mortgage on the apartment and me assuming the mortgage on the cabin. The assumption application for the apartment went in first because my ex was assuming it alone, and the cabin went in second as my then-girlfriend ( now wife ) were discussing whether to add her to the mortgage. 

We ultimately decided to add my now wife to the mortgage and title, and first submitted the assumption application for the cabin late XXXX. That application apparently was misplaced or never acted upon because when I contacted Chase to check on the status, no action had been taken, and we were made to re-submit our application. We re-submitted that application earlier this year, and have since been receiving constant, repetitive requests for additional information that we have already submitted with the bank taking no action to move the application towards closing. 

This is the exact same problem my ex and I ran into with her assumption of the apartment. It took well over a year for her to finally close on the assumption ( I believe she submitted her application in XX/XX/XXXX and wasn't able to close until XX/XX/XXXX ). She likewise got constant request for additional information that had already been submitted, with the processor apparently not doing anything to act on the application. It took a CFPB complaint and the Chase Executive offices to finally get that mortgage to closing.

Unfortunately, it seems like that's where we're at here. Nothing is getting done. It has been about a year since we first submitted the assumption on the cabin ( although, as noted above, Chase didn't act on that application and we had to re-apply ). Every month we seem to get a new letter asking for the exact same information we provided the month prior. And the tasks Chase says it needs to complete are not getting done.

I am providing the last two letters requesting additional information we received. The first, from XXXX, requested several items. All of these were submitted to Chase on XX/XX/XXXX ( that submission is too long to attach here but an excerpt is attached - you can get this from the XXXX Department or upon request from me ). One of the crazy requests- which we still submitted- was for proof that the apartment assumption had closed. The bank should already know that it closed on that mortgage, but I provided it nonetheless. Then, on XX/XX/XXXX, we got another letter requesting information. ALL of the information requested in that letter was previously provided : bank statements, pay stubs, and a timeline of our residence history. Not only did we provide our residence history ON OUR APPLICATION, we submitted a written timeline in XXXX ( which is also attached ). At this point, we are just getting the runaround and having to continuously update information due to the bank 's inaction. 

Since contacting CFPB was the only was the apartment was able to move to closing, we feel there's no other option here. We've tried calling the Assumptions Department directly but to no avail. Since we first applied ( even though that application was never acted on ), my wife and I got engaged AND married. We are already paying the mortgage payments, and together make more than 6x the balance of the mortgage annually. This is getting ridiculous and needs to be resolved. It's causing us great stress that if something happens to me, she's not on the deed or the mortgage. Please get this resolved and move to closing ASAP.

Company response to consumer: Closed with explanation