Consumer complaint received 2025-10-10 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage — Application denials
Company: JPMORGAN CHASE & CO.
State: OR

Complaint narrative:
b"I was officially divorced on XXXX, and was given the choice to sell my current house or submit an assumption application and pay out my ex wife. I contacted Chase on XXXX to begin the process. Since that time, Chase has been difficult to contact, has provided incorrect information on multiple times, and has ignored my attempts at communication and clarification.\n\nI selected the 'Application Denial' option because Chase has withdrawn my application stating that I have not 'provided the necessary documentation', specifically, that I did not unlock my credit bureaus for them to evaluate. This is not true. \n\nMy current mortgage loan number is XXXX  I called Chase on XXXX to submit the application. I was told it would take XXXX XXXX XXXX  weeks to be assigned to a processor, and that overall processing times were XXXX XXXX XXXX days. \n\n- I received a call on XXXX sending me a XXXX  link, and stating that my processor would be assigned and then reach out to meXXXX I submitted the requested documentation on XXXX- My processor, XXXX, phone XXXX XXXX called me on XXXX. He requested additional documentation, specifically up-to-date paystubs and bank statements. I told him I would submit this as soon as able. He didn't state explicitly how to return the documents to him, I assumed that I would be able to email them. \n\n- I obtained the documents on XXXX. My credit union has had delayed statement generation due to a merger. I checked my loan documents (Page 3, 'Cover Page', of the loan packet dated XXXX  and which I completed XXXX  and faxed them to the number indicated. I received no response.\n\n- The next week, XXXX, I faxed again. \n\n- On XXXX, realizing the cutoff was, I attempted to fax again, but noticed that my previous jobs had failed and that this job was failing too. I have a picture I took included, although it doesn't have a timestamp to show when it was taken. I sent this fax after XXXX XXXX at which point support was closedXXXX XXXX XXXX XXXX, I called XXXX  to see if my documents had been received and to get an alternate method of sending them. He did not pick up or call me back. I called Chase Mortgage servicing twice, they gave me an invalid email address to send the documents to. When this email failed, I went to the nearby Chase branch XXXX XXXX XXXX XXXX XXXX XXXXXXXX  to ask their advice. The branch representative faxed it to the number included, and also got the same error. A gentleman sitting behind a desk behind the teller line told me another customer had reported the same thing happening to them, and that he had heard of some communication issues with this department. He provided another email address to try. This one also failed. At this point, I called Mortgage Servicing and spoke to someone who sent me a XXXX  link, at which point I uploaded the documents. I received a call back the next day (at my request) from a representative confirming receipt of the documents. This is all included in screenshots attached. \n\n- XXXX  contacted me on XXXX  stating that my bureaus needed to be unlocked. I unlocked some, but not all of them. \n\n- XXXX called me back on XXXX  to inform me that some were still locked. At this point I unlocked them, and requested that they pull them again. \n\n- I contacted XXXX  on XXXX XXXX and XXXX to request updates. He never contacted me back. I contacted Chase Mortgage servicing on XXXX to request an update - they told me the application was still being processed and to wait. \n\n- Today, XXXX XXXX called me to say the application had been withdrawn because of inaction on my part. I denied this and escalated to XXXX, a Supervisor in some mortgage related department. Her callback number is XXXX XXXX XXXX She stated she would check with her boss and the assumptions department and have someone contact me. I also contacted XXXX  customer service who confirmed my bureau was unlock on XXXX, and had refrozen XXXX XXXXI did not fail to unlock my bureaus, and even if I had, multiple contact attempts by me were ignored. I feel like they didn't want to process this application, and found reasons to intentionally make this process obtuse and difficult. Had Chase simply told me no, I would have found other recourse instead of waiting XXXX  months and wasting time and money on this process."

Company response to consumer: Closed with explanation