Consumer complaint received 2018-05-21 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage — 
Company: JPMORGAN CHASE & CO.
State: CA

Complaint narrative:
XX/XX/XXXX I applied for a pre-approval mortgage with XXXX XXXX XXXX, Senior Home Lending Advisor, with Chase. The office is XXXX XXXX XXXX, XXXX XXXX, CA XXXX. He obtained my authorization to run my credit rate which was done XX/XX/XXXX.  For the next several weeks I was unable to find a home. I also had challenges communicating with XXXX. He would not return my inquires via email and not always by phone but I always did end up getting in contact with him. 

My husband and I finally found a home and on XX/XX/XXXX went into  contract. During that time I also reached out to another mortgage lender, XXXX XXXX, that we used for our previous home as well Guild Mortgage, another lender that my Real Estate Agent recommended, since I was dissatisfied with Chase. I received a call from XXXX on Friday, XX/XX/XXXX. He informed me my credit score dropped and was upset I met with another Mortgage lender. He thought them checking my credit dropped my score. I was planning on using XXXX XXXX so when I was conversing with XXXX I did not think about the credit score as I was concerned about losing the lending options. However, after working with XXXX XXXX  they thought it was due to a credit card that was used. 

XXXX XXXX  informed me that Chase ran my credit score two times. One was on XX/XX/XXXX and the second time a couple of days later. XXXX with Chase did not obtain authorization to run either of those times. I have concerns this will affect my credit and I will have potential consequences for them. I am the primary person for the mortgage since my husband is a stay at home dad for our special needs child so he does not have adequate credit per XXXX. 

I filed two complaints with Chase and mentioned that I would file a complaint with CFPB if I do not hear back and obtain a resolution. The first complaint call was at number XXXX and spoke to supervisor XXXX. She said the appropriate department has 24 - 48 hours to reply. # XXXX. I did not hear from Chase so I followed up again on Friday, XX/XX/XXXX. The male supervisor ( I was in the car so was not able to obtain the details ) informed me I should hear from the department in 24 - 48 business hours so I opened my second ticket with him. However, two weeks later I did not hear from Chase. 

On XX/XX/XXXX I called to find out the challenges at Chase. I ended up speaking to XXXX XXXX in the Resolution Department. I provided all the same information ( lendor name, lendor company, address, dates, issue as well my possibility to file a complaint with CFPB ). XXXX said it would take a week for her to get in touch with the XXXX XXXX team and obtain phone and email for her to verify authorization. On Tuesday, XX/XX/XXXX I followed up with XXXX at XXXX XXXX PST. Her co-worker said she gets in to work in 30 minutes and to leave a voice message for her. I did and mentioned to her that I will proceed to call the CFPB if she does not return my call. She did not return my call. I called XXXX and spoke with her co-worker two days later. I updated her about my disappointment with Chase and their lack of resolving an issue or even communication. I had her co-worker leave a message with XXXX to call me and that this time if she does not return my call I will file a complaint with CFPB. I gave Chase many chances to work with me.

Company response to consumer: Closed with explanation