Consumer complaint received 2026-03-22 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage — Trying to communicate with the company to fix an issue with the application process
Company: JPMORGAN CHASE & CO.
State: PA

Complaint narrative:
Dear Sir or Madam, Please consider this letter a formal complaint against JPMorgan Chase Bank, specifically regarding my experience with the branch located at XXXX XXXX XXXX XXXX XXXX, AZ XXXX. My husband and I began working with your institution in XX/XX/XXXX as first-time homebuyers seeking to secure a mortgage. Unfortunately, this process became the most difficult and frustrating customer service experience I have encountered. At the outset, I was assigned to work with a branch in Arizona despite residing in Pennsylvania. This created unnecessary challenges due to the time zone difference. When I requested to be paired with a more local branch, that request was not accommodated. While working with XXXX XXXX XXXX, key aspects of the mortgage processspecifically the concept of buying down interest rate pointswere never clearly explained. As a result, I was unaware that I was effectively paying for a rate reduction. Additionally, when I inquired about a lower advertised interest rate of 5.625 % on XX/XX/XXXX, I was met with an unprofessional response and was not provided with a clear explanation of eligibility. I was instead told it would cost over {$4000.00} to obtain that rate, without any meaningful clarification. In XXXX, I was introduced via email to XXXX XXXX XXXX, who was responsible for the processing of my loan. She did not initiate contact by phone, and all verbal communication attempts were made by me. Despite multiple calls, I was only able to speak with her once prior to XX/XX/XXXX. Extended absences due to illness further delayed progress, and no adequate coverage appeared to be in place to ensure continuity. These communication failures significantly impacted the closing process. My loan was not balanced until the day of XXXX XXXX hours after the scheduled time. This delay placed me at serious financial and contractual risk, as I could have lost my interest rate lock and breached my agreement with the seller. The title company had reportedly been attempting to reach your team for over a week without success as there was no appropriate coverage in place to resume the processing of my loan. I escalated these concerns to supervisor XXXX XXXX XXXX on XX/XX/XXXX and was assured that everything would be handled appropriately. Unfortunately, that assurance did not materialize. I also contacted XXXX XXXX XXXX, VP Origination Operations Site XXXX, but received no meaningful follow-up. Another major concern involved inaccurate loan estimates. On XX/XX/XXXX, I was provided with a XXXX XXXX reflecting a monthly payment of {$1700.00}. I later learned this figure was incorrect and provided only to comply with RESPA requirements. My actual monthly payment increased to approximately $ XXXX {$200.00} higher than expected. This discrepancy is significant for any borrower, particularly for first-time homebuyers. On the day of closing, it took multiple attempts and over XXXX and a half hours on the phone to finalize and correctly balance the loan. Errorsincluding the improper calculation of escrow taxescontributed to these delays. Despite my request, I was unable to speak directly with the individual responsible for resolving these issues, XXXX XXXX. Equally concerning was the explanation I received when I questioned these discrepancies. I was told that the figures were adjusted because I wanted a lower monthly payment, which I found both inaccurate and dismissive. I have worked diligently for years to maintain strong financial standing, including a XXXX XXXX above XXXX, and take great pride in my financial responsibility as a XXXX. Such statements were both inappropriate and discouraging. What also added to this was when I brought this up to XXXX and asked her on XX/XX/XXXX what I should do if I couldnt close, she said You tell me. Following closing, I was contacted by XXXX XXXX on XX/XX/XXXX and assured that my concerns would be reviewed and addressed. However, more than XXXX weeks have passed without any follow-up, further reinforcing my dissatisfaction. Overall, this experience reflects a lack of communication, accountability, and professionalism at multiple levels. I strongly urge your organization to review internal processes, particularly regarding customer communication, loan accuracy, and contingency planning for staff absences. While I appreciate the closing gift that was sent, it does not mitigate the financial and emotional strain caused by this experience. I respectfully request a formal review of my case, a detailed explanation of the issues encountered, and information on any corrective actions being taken to prevent similar situations for future customers.

Company response to consumer: Closed with explanation