Consumer complaint received 2024-12-26 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: WA

Complaint narrative:
On XX/XX/year>, I received a letter from Chase offering a " no-cost refinance program '' with benefits such as lower interest rates and no closing costs. The offer explicitly mentioned that eligibility could be impacted by immigration status and advised calling to confirm eligibility. Following these instructions, I called the provided number on XX/XX/year>, and spoke with XXXX XXXX, a Chase Home Lending Advisor, for XXXX minutes. During the call, I disclosed that I am on an XXXX XXXX XXXX and provided details about my approved petition for permanent residence. XXXX confirmed that I was eligible for the program based on this information. 

Based on this confirmation, I authorized a hard credit inquiry, which was performed on XX/XX/year>. XXXX requested supporting documents such as my pay stubs, W-2s, homeowners insurance declaration page, and I-94 form. I promptly submitted these documents via email. On XX/XX/year>, XXXX confirmed via email that my application had been submitted to underwriting for review. 

On XX/XX/year>, I also received a call from an appraisal firm to schedule an appraisal for my property as part of the application process. The appraisal was conducted on XX/XX/year>. I had to take a day off from work to be home for the appraisal. 

Shortly after the credit inquiry, I began receiving unsolicited calls from other lenders due to the inquiry being visible on my credit report. This caused significant inconvenience as I had to decline multiple offers since I had already locked in with Chase. 

On XX/XX/year>, XXXX informed me via email that my application was denied because " eligibility requirements for the no-cost refinance program are not met due to the current residency status. '' This decision contradicted the assurances provided during our initial call. I escalated the issue to XXXX manager, XXXX XXXX, who stated that someone from Chases resolution team would contact me to help me with the credit pull reversal. 

Subsequently, XXXX from Chases escalations team claimed that my application was denied due to creditworthiness but also alleged that I misrepresented myself as a permanent resident during the initial call with XXXX. This claim is falseI clearly stated during the call that I am on an XXXXXXXX XXXX and provided documentation of my approved green card petition. Despite my request for a transcript or recording of the call to clarify what was said, XXXX informed me that such records could only be obtained via subpoena. 

On XX/XX/year>, after weeks of delays and no follow-up from Chase as promised, I re-escalated the issue and spoke with XXXX from the escalations team. XXXX reiterated that my application was denied due to residency status not meeting eligibility requirements. However, this contradicts Chases stated process in their offer letter requiring applicants to confirm eligibility by phone before applyingsomething I did explicitly during my conversation with XXXX. 

This experience has caused significant inconvenience and frustration : - A hard credit inquiry was performed based on incorrect information provided by Chase. 
- The inquiry led to unsolicited calls from other lenders. 
- My time and effort were wasted due to contradictory communication and mismanagement by Chase representatives. 
- I had to take a day off work for an unnecessary appraisal. 
- My credit score may have been negatively impacted by this unnecessary inquiry.

Company response to consumer: Closed with explanation