Consumer complaint received 2025-10-02 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Closing on a mortgage — Fees or costs after closing
Company: JPMORGAN CHASE & CO.
State: MI

Complaint narrative:
I am writing to formally express my extreme dissatisfaction and frustration regarding an outstanding refund related to a mortgage application that did not proceed, and the lack of resolution from Chase 's mortgage services. My husband and so applied to another lender but checked with Chase for a cheaper rate on XX/XX/year>. XXXX XXXX advised we could still close on the home by an XX/XX/year>, if we switched with Chase. 

Our loan application was ultimately dissolved due to a water damage issue identified during the property walkthrough on XX/XX/year>. Following this, I was assured that a refund of the initial {$650.00} would be processed, minus an {$82.00} fee for the credit report. XXXX XXXX, and XXXX XXXX advised I would received in a few weeks from XX/XX/year> following the dissolved loan agreement. Yet all XXXX received were countless emails and no refund. 

Since XX/XX/year>, I have made numerous attempts to secure this refund. I have engaged in multiple telephone conversations with various representatives at Chase bank, including XXXX, XXXX XXXX, and XXXX XXXX, all concerning the return of these funds. Each time, I was given assurances that the refund was being processed and would be completed, with an initial timeline suggesting completion within two weeks, and later, a six-week period. These deadlines have repeatedly passed without action. 

My most recent attempt to resolve this issue was this morning XX/XX/year>, when I contacted Chase escalations department and spoke with XXXX. Regrettably, XXXX indicated that his capacity was limited to contacting the mortgage team, and he could not directly facilitate the refund. This ongoing cycle of communication without resolution is unacceptable. XXXX advised since it went to escalations it is out of the mortgage teams hands. This is not what escalations advised this morning. I am tired of the lies. XXXX XXXX was emailed on XX/XX/year>, asking about the refund that was promised to my husband, and IXXXX XXXX response was that we signed an agreement of no refundable money. That is not true before paying the {$650.00} I asked XXXX if we would get back in a case where the house burns down prior or something because that was our luck. XXXX advised we would get the funds back if the Lon or something were to happen. I have multiple emails, texts from both XXXX and XXXX about the {$650.00} refund. I also advised if an appraisal was needed I would stay with current lender. XXXX advised no appraisal was needed. 

I possess extensive records, including emails and call logs, documenting my persistent efforts to retrieve this promised refund since XX/XX/year>. It is profoundly concerning that a financial institution of Chase 's standing would allow such a straightforward matter to remain unresolved for an extended period, requiring a customer to expend significant time and effort chasing their own funds. 

We intentionally chose Chase for our mortgage application, despite having numerous other options and an exceptional credit history. The manner in which this situation has been handled has severely eroded my trust and confidence in your services. I will be compelled to transition all my banking activities to another institution immediately upon the successful return of my funds. 


I called on XX/XX/year>, and spoke to many customer support staff at Chase. No one knew anything or where to send my call. I sent a complaint into chase through their website to executive. I received a call on XX/XX/year>, from XXXX XXXX XXXX Chase XXXX XXXX XXXX ext. XXXX advising she received my complaint XXXX. I advised I was promised the {$650.00} be returned to me. XXXX XXXX tried to delete all his emails pertaining to the refund. Yet I took screen shots of the information. By this time I am done with Chase and the lies about the lending process. I advised to XXXX I will close my account once my {$650.00} was returned and proceed to a different banking institution for my needs. Never again will I apply for a mortgage with Chase bank or affiliates ever again. I had previous issues with lenders who stole my escrow. XXXX advised she will look into this. As a previously customer who was abruptly stolen from during my lender selling my loan to another lender I do not believe Chase will make this right. 
I request your immediate intervention to ensure the prompt and full processing of the {$650.00} refund ( {$650.00} ) for the hassle my husband and I have abruptly received. I expect a definitive timeline for this resolution and confirmation of its completion without further delay.

Company response to consumer: Closed with explanation