Consumer complaint received 2018-04-10 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Closing on a mortgage — 
Company: JPMORGAN CHASE & CO.
State: OK

Complaint narrative:
Our home has been on the market for a year. Got cash buyers. During closing process we learn that our mortgage, which was pd off in XX/XX/XXXX, was never released. Called Chase on XX/XX/XXXX. Yes, it was paid off in XX/XX/XXXX, I was told but this will take 7-10 days to get release. I explained closing is.scheduled for XX/XX/XXXX and we have a cash buyer. Was told this rep ( XXXX XXXX ) she would " escalate '' it and hopefully only 5 days instead of 7. 
I call onXX/XX/XXXX to check status. Still in review and then must go to attny dept for 48 hours. Still a chance to get by XX/XX/XXXX I am told.

Call XX/XX/XXXX and.talk to XXXX who tells me, twice, yes the lien has been released and a copy to be faxed to abstract co original will be put in mail on Tuesday XX/XX/XXXX. I call XX/XX/XXXX and now I am told not only is release not ready but there is a bank called " XXXX XXXX XXXX XXXX '' on my lien who must sign off on it also. Who is XXXX XXXX and how did they get on our lien I ask. Never heard of XXXX XXXX, never received a bill from XXXX XXXX and never paid them any monies. Chase rep XXXX XXXX had and to this date Chase has no explaination on this.

XXXX states will send XXXX XXXX the info. I request phone # of XXXX. from XXXX who replies " I dont have it but I will get in touch w/ them right now and call you back this afternoon. No call back. In doing research online I find that XXXX merged with.XXXX XXXX. Apparently XXXX, XXXX XXXX Executive Office, doesnt know this. Dozens ( not an  exaggeration ) of phone calls on XX/XX/XXXX to Chase and Chase refuses to give me phone # or the name of person XXXX XXXX that they assure me and assure me has the info and is taking their time getting it back to Chase. I, myself, call XXXX XXXX and get vmail for a XXXX XXXX. I send her an email. XXXX states she us out for Personal  day but will call back asap.Then on XX/XX/XXXX at XXXX XXXX XXXX XXXX calls. I answer and put it on speaker phone so witnesses can hear. XXXX XXXX, Executive Officer for Chase states to me. " the lien has been released and has been sent to the XXXX  ( she.mispronunces it ) county courthouse electronically ". Its already been sent I ask. Yes XXXX replied.but sometimes it takes county courthouses 24 hours to process. She tells me she will call back on XX/XX/XXXX and if I need a copy she will send to me. I call to verify the next day. Find out my county doesnt do electronic and when I finally get someone from Chase to call me back I am told she lied. This was on XX/XX/XXXX.

On XX/XX/XXXX Chase recieved the certified letter w/return receipt I sent stating that per Oklahoma law in XX/XX/XXXX they had 60 days to file my release. Once they received my letter they have 10 days to get me my lien or be fined {$100.00} day. 
I, myself, reached out to XXXX XXXX on XX/XX/XXXX and found out Chase had lied the week before when I was told repeatedly that Chase had " reached out to XXXX and was waiting for XXXX XXXX . Chase NEVER got in contact with.XXXX until XX/XX/XXXX. Yet another lie.

More phone calls to Chase. Almost 80 phone calls logged XX/XX/XXXX to XX/XX/XXXX to Chase. 
XXXX XXXX emails me that all they need is a " prepared assignment " from Chase and they will gladly sign off on it. They have informed Chase of this to no avail. I make more phone calls and literally beg Chase to send the prepared assignment. Not only are my buyers ready to back out i have no income can not pay my electric bill due XX/XX/XXXX. 
XXXX emails Friday XX/XX/XXXX. They have received the " prepared assignment '', signed it and are.XXXX ing overnight. XXXX supplies me with XXXX tracking #. Chase bank received the prepared assignment in their XXXX, LA location before XXXX XXXX. Since this had been going on for 20 days I requested Chase XXXX to my abstract co so it would be there today and I would not loose my buyer. I called today. I am now up to 97 phone calls to Chase since XX/XX/XXXX and I was told by XXXX XXXX ( newest case worker ) that the " prepared assignment '' was " incorrect '' and now must be sent back to XXXX XXXX for new signature. " We dont know how long this will take. It depends on how long it takes for XXXX to send it back ''. I asked XXXX how it would be sent to XXXX. She informed me did not know and is not sure she can even provide it to me at a future date. 
So here I am. About to loose cash buyers for property that has been on the market for a year because Chase did not file my release in XX/XX/XXXX as they were required to by law. 
XXXX XXXX ( XXXX ) XXXX XXXX ( XXXX ) XXXX XXXX XXXX ( XXXX ) XXXX These are the main people. I have called lien dept directly. They are only customer service but some of the people are.XXXX XXXX XXXX and XXXX. 
To date today XX/XX/XXXX I have phoned Chase over 90 times. Been flat out lied to at least 4 times and still can not get my lien release.

Company response to consumer: Closed with explanation