Consumer complaint received 2025-01-05 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Private mortgage insurance (PMI)
Company: JPMORGAN CHASE & CO.
State: NJ

Complaint narrative:
I have been calling Chase Morgage many times since XX/XX/XXXX to remove my PMI. They first told me they would check if I was already qualified for the removal. I called back later and was told they sent me a letter to ask me to fill in a form in order to remove it. Then my nightmare started!!!

They first used wrong address by missing my apartment No. and then claimed to correct the address but still used the same wrong address to send out letter. So I never received the letter. Then I called to give correct address again and still never received the letter!! It had been 4 months!!!!

The first time I found they used the wrong address, they also claimed they could email me the form. However, the attached pdf needed a password to open but the password they gave me never worked. Then they pushed me out to different tech guy and nobody looked technical. All they did was to give me more password to try and it never worked. So I had to just wait for the letter. 

My husband also has a chase mortgage too and requested to PMI at the similar time, All he needed to do was to pay the house appraisal fee over the phone and then get the appraisal done to remove PMI smoothly. But Chase insisted to send me this paper form to let me sign to show I agree to do home appraisal for PMI removal though I had already paid them {$150.00} appraisal fee for removing PMI at the second time I called for the letter!!! I had thought I would receive the letter in 10 days and then just sent it back with the signed form. XXXX that it had been 3 months but I still struggled with the letter! 

I asked them why I had to do this but my husband did not need to and they just said different accounts are different which made no sense. Anyways, the problem is they were NEVER able to send the letter out to me correctly. After paying XXXX more months PMIs, I still did not receive the letter!!!! They are totally irresponsible and did not care! 

I even tried to talk to their manager over the phone in early XXXX, but she really did not care at all either. No any apology or shame for messing around the letter for so long. I said they should waive the home appraisal fee ( {$150.00} ) for their mistaking of not letting me remove PMI for so long and I had to pay {$82.00} each month for PMI!!! She simply said no and did not show any guilt. I told her I would file a complaint if they still would not send out the letter correctly. She totally did not care and immediately said she could forward my call to her boss. I said : '' No, I will file the complaint to a third party comapny ''. She showed no any care and just said ok. But again, she told me she send the letter out with correct address and I should receive in 5 -10 business days. Now it is XX/XX/XXXX. No any letter from Chase for me!!! 

I have spent lots of time to keep calling Chase for this PMI and their mistakes on sending out the letter. It had been crazy!

Company response to consumer: Closed with explanation