Consumer complaint received 2024-12-14 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 writing to formally detail a complaint regarding JP Morgan Chase Bank and its handling of the process to release our land located at XXXX XXXX XXXX, XXXX XXXX, Texas XXXX. The delays, lack of communication, and mismanagement throughout this process have caused significant inconvenience, financial loss, and frustration. 

I contacted Chases Land Transactions department on or approximately on XX/XX/year>, when I informed Chase early XXXX that we had an initial closing date of XX/XX/year>. At that time, I was assigned a file number ( XXXX ). On XX/XX/XXXX, I received an email from Land Transactions stating it would take five days to review my request. Later that same day, an eight-page packet was emailed to me by the Land Transactions department to complete and return to a contact person named XXXX XXXX XXXX 

While I was relieved to finally have a point of contact, this did not improve the communication or responsiveness. 

On XX/XX/year>, I sent XXXX an email ( XXXX ) and the Land Transactions department an email seeking clarification on some verbiage in the eight-page packet. I received no response from either entity. On XX/XX/XXXX, I followed up with another email to check on the status of my earlier inquiry, but again, there was no response. 

On XX/XX/XXXX, I emailed XXXX to confirm whether the eight-page packet I sent by fax had been received. I also sent the packet via certified mail with payment of appraisal and processing fees and needed the confirmation they had started the process with the originals. Despite my efforts, I did not receive a response. On XX/XX/XXXX, after receiving confirmation that the documents were delivered by certified mail from my tracking number, I emailed again to inquire about the status but still did not receive a response. Taking into account I sent two live checks with the packet for {$300.00} and {$500.00} dollars. 

On XX/XX/XXXX, I received an email after several attempts from the Land Transactions department stating that my packet had been received in the mailroom but had not yet been directed to the appropriate department for scanning. However, on XX/XX/XXXX, when I emailed to check on the status again, my email was automatically returned, indicating that my emails were being blocked by the Land Transactions department. 

I waited a few days and emailed again on XX/XX/XXXX, followed by additional emails on XX/XX/XXXX. None of these emails were acknowledged, and I received no response. 

Finally, on XX/XX/XXXX, I received a voice message from XXXX XXXX in the Land Transactions department stating that she was following up on my emails and that I could call her at XXXX or email her at XXXX. When I called the number, there was no option to leave a voicemail. I emailed her instead, only to receive an automated reply stating that XXXX XXXX was out of the office and would not return until XX/XX/XXXX. Her email instructed me to contact either XXXX XXXX or XXXX XXXX XXXX for assistance. 

I attempted to email XXXX XXXX at XXXX, but I received another automated response stating that she would be out of the office until XX/XX/XXXX. I then emailed XXXX XXXX XXXXXXXX XXXX XXXX with my concerns on XX/XX/XXXX. On XX/XX/XXXX, I received a missed call from XXXX XXXX, but when I tried to return the call to his direct number, XXXX, I was unable to speak with him as he was unavailable. 

On XX/XX/XXXX, after continuing to email several times all three Land Transactions contactsXXXX XXXX XXXXXXXX XXXX, and XXXX XXXX XXXX XXXX finally replied to one of my emails and later called my husband XXXX that afternoon. She followed up with an email summarizing the items we discussed on the phone, which were points we had already confirmed in previous emails. While I appreciated her effort, the conversation did not resolve the ongoing delays. 

It is important to note that the last attempt by any Chase representative to contact me occurred on XX/XX/year>. Since then, no one from Chase has reached out by phone or email to provide updates or follow-ups on the status of my case. 

This matter is time-sensitive, as we had a closing date for the sale of this property with a buyer back in XXXX. Due to the delays caused by Chase, the original buyer for the property withdrew their offer. While this took place, I later received another offer from a different buyer, I am unable to schedule a closing date because of the continued delay and lack of progress in the land release process. 

Chase has failed to provide : A clear update on the status of my submission. 
An appraisal date or timeline for when the appraisal will be completed. 
An estimate for when the land release process will be finalized. 
The lack of communication, transparency, and proactive engagement from Chases Land Transactions department has been unacceptable. Emails often go unanswered, and none of the direct phone numbers provided for their representativesNicole Scurfield ( XXXX ), XXXX XXXX ( XXXX ), and XXXX XXXX XXXX ( XXXX ) have voicemail, further exacerbating the difficulty in reaching someone and obtaining updates. 

As of today, I have no indication from Chase regarding the status of my submission, no communication about the approximate timeline, and no assurance that the process is moving forward. This has caused unnecessary stress, hindered my ability to finalize the sale of the property, and resulted in financial losses. 

I request your assistance in addressing this issue and holding JP Morgan Chase Bank accountable for their inadequate service, lack of communication, and overall mismanagement of this process. 
Account number XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Texas XXXX SS # XXXX

Company response to consumer: Closed with non-monetary relief