Consumer complaint received 2025-07-25 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Closing on a mortgage — Delays with the closing process
Company: JPMORGAN CHASE & CO.
State: TX

Complaint narrative:
I am filing a formal complaint against JPMorgan Chase for serious mishandling of our home closing, including deceptive communication, procedural negligence, and failure to honor their publicly advertised Closing Guarantee. 
Our closing was scheduled for XXXXXXXX XXXX XXXX XXXX XXXX XXXXXX/XX/XXXX. Despite repeated assurances from Chase that everything was on track, we were informednot by Chase, but by the title companylate in the evening of XX/XX/XXXX that the closing would not proceed as scheduled ( Exhibit A and XXXX highlighted in yellow ). 

I have written documentation ( Exhibit XXXX - highlighted in yellow ) showing that Chase XXXX by at least XXXXXXXX XXXX XXXX XXXXXX/XX/XXXX that we would not be closing at XXXX XXXX. A Chase lending assistant wrote to the title company : I have escalated to higher management to get a rush on the attorney review, but I dont have a definite answer of when that will be completed. I feel if we schedule the closing for around XXXX XXXX  that would give everyone enough time. Please let me know whats possible. '' The delay was entirely due to Chases internal failures, including : * Failure to trigger the Texas attorney/title review process in a timely manner. In the same email, Chase employees acknowledged they were aware customers would be VERY angry about this ( Exhibit C - highlighted in yellow ). What made us even angrier is that they chose not to inform us of the delay and instead allowed us to believe everything was proceeding on time. 
* They admittedlate on the night of XXXX XXXX they mistakenly assumed New York rules would apply, and therefore did not believe a Texas attorney review was necessary, despite the fact that this had always been a Texas property and our loan process began more than XXXX weeks in advance ( this call is recorded from Chases side on XX/XX/XXXX between XXXX CT ). 
* Failure to include a known lender credit in the initial Closing XXXX sent on XX/XX/XXXX. 
* The final Closing XXXX was only made available to us at XXXX XXXX  on XX/XX/XXXX giving us no proper time to review it. We were still in shock that the closing might not happen the next day and were now put under immense pressure to review and sign documents while already emotionally distressed ( Exhibit D ). 

Despite these serious and well-documented failuresall caused by Chases own negligencethe bank later denied us eligibility for compensation under its Closing Guarantee program. Their justification was that we closed on the same day, ignoring that we were only able to do so because of emergency efforts made by the builders sales associate ( Exhibit XXXX ) the title company, and ourselves. 
We attempted to resolve this directly with Chase. We escalated the matter via email to the lending advisor handling our loan, explaining how deeply this impacted us. However, Chase was unwilling to take responsibility. They never acknowledged the trauma and chaos they caused and refused to offer any compensation. 
Chase was also not proactive in resolving the issue they caused : * We reached out on XX/XX/XXXX to the mortgage team to open a case. For XXXX weeks, we were told no official case number had been created ( Exhibit XXXX ). 
* Eventually, we contacted the escalation team ourselves and waited an additional XXXX weeks for what was described as an internal investigationonly to be met with inconsistent responses, a lack of urgency, and conflicting justifications. On XX/XX/XXXX ( Exhibit F ), I received a call from the escalation team, which I missed, but returned later. During that conversation, I was told that no compensation could be provided because the closing happened on the same daycompletely disregarding all the other issues outlined above. I reiterated the full scope of what had occurred and noted that the evidence from my side had not been thoroughly reviewed. As a result, I proposed submitting a detailed email with supporting documentation and a full account of our experience for proper reevaluation of the case. An email was sent by me highlighting the full issue ( Exhibit G ) * In a recorded phone call on XX/XX/XXXX, a Chase escalation representative stated that they personally would allocate compensation, but that senior executives had denied it. As Chase records all calls, this should be verifiable. ( Exhibit H ) This entire experience caused significant emotional distress, disrupted our closing plans, and demonstrated a clear lack of professionalism, accountability, and consumer transparency. Their public Closing Guarantee advertising is misleading if Chase can deny coverage even when delays are entirely due to its own mistakes. 

We respectfully request that the CFPB investigate this matter thoroughly and hold Chase accountable for their actions.

Company response to consumer: Closed with explanation