Consumer complaint received 2026-04-27 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage — Confusing or misleading advertising or marketing
Company: JPMORGAN CHASE & CO.
State: TX

Complaint narrative:
In XXXX 2026, I received a mailed no-cost refinance offer from Chase that stated : To get this offer, you must respond on or before XX/XX/year>. The offer provided multiple ways to respond, including visiting XXXX, scanning a QR code, calling a XXXX XXXX XXXX, or texting for a link to the application. I received the letter only a couple of days before the expiration date. In response, I acted promptly and submitted my information through the website listed in the offer ( chase.com/ReadyToRefi ) on the morning of XX/XX/year>, which was before the stated deadline. I did not receive any calls or notifications of missed calls after submitting the form. The first communication I received was an email from a Chase representative at approximately XXXXXXXX XXXX on XX/XX/year> ( the day the offer expired ), stating that she had attempted to contact me and asking me to call back. I attempted to return the call on XX/XX/year> but was unable to reach anyone. I then replied to that email on XX/XX/year> and again on XX/XX/year>. I did not receive any response to either message. I later discovered that my replies may not have been received due to the email address used. On XX/XX/year>, I contacted a different phone number and was informed that the offer was no longer valid. In subsequent communications, Chase stated that my submission did not qualify because : ( 1 ) I did not use the QR code or a specific link that would have identified my response as tied to the offer, and ( 2 ) I did not complete a full application over the phone with a Home Lending Advisor prior to the expiration date. However, these requirements were not disclosed in the offer I received. The offer explicitly listed multiple methods to respond ( including the website I used ) and did not state that : ( a ) a QR code was required to preserve eligibility, or ( b ) a full application had to be completed and locked over the phone prior to the expiration date. My understanding, based on the wording of the offer, was that responding before the deadline using one of the listed methods would preserve eligibility, and that the full application process would follow afterward. Chase has acknowledged in writing that the requirement to complete a full application over the phone was not explicitly documented in the offer. Despite this, they have declined to honor the offer, citing internal process requirements that were not communicated. As a result, I responded in good faith before the stated deadline using one of the methods provided, but was denied the benefit of the offer due to undisclosed requirements and apparent internal routing issues. Additionally, I was not given a reasonable opportunity to complete any further steps before the offer expired due to delayed and unsuccessful communication. Because I reasonably believed I had secured this offer, I did not pursue alternative refinance options, and market rates have since increased. I am requesting that Chase reconsider this matter and either honor the original offer or provide equivalent terms, given that I complied with the stated instructions and deadline but was impacted by unclear requirements and process failures outside of my control.

Company response to consumer: Closed with explanation