ComplaintsforJPMorgan Chase Bank, National Association

Mortgage Lenders

HeadquartersMulti Location Business

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Initial Complaint
11/08/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Applied for a mortgage with chase. The *** gave me the loan offer which looked competitive. We decided to move forward and they asked for a good faith payment of $500. We were told if they couldn't do the loan we would receive it back.Then comes the bait and switch. They had an appraiser come out and low ball our house, when we had received 2 other appraisals well above theirs. I submitted a request to review with more accurate comps, to which they denied. Of course the counter offer they gave me was significant by higher in fees and out of pocket costs . We declined and not they don't want to return the good faith payment .
Business response
11/21/2024
We responded to our customer's concerns. To protect their privacy,we are not providing you with any details of our resolution. Our customer may use their discretion in sharing our response directly with you.
Customer response
11/21/2024
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 22532392

I am rejecting this response because: it literally says they are not responding to the complaint. I have received nothing from chase other than a phone call saying they are reviewing but didn't even ask for any information.
They do not care. This seems to be common practice to defraud their clients.

Regards,

****** *******
Initial Complaint
11/06/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
On 09/18/2023 there were 7 refunds processed after business hours and settled at 11:16PM batch# *** merchant# ************ totaling $21,310.80. JPMorgan allowed the 7 fraudulent transactions to post to our account. According to ********************** a refund to a credit card could only occur if there had been a charge processed in the past. The 7 fraudulent transactions were for credit cards that we have never charged in the past and JPMorgan approved the refunds of the fraudulent transactions. JPMorgan cover fraud when It can be determinate that JPMorgan allowed the fraud to occur. In this case, it is clear that JPMorgan allowed the fraud to occur. We previously setup a BBB case and they never responded properly.
Business response
11/08/2024
We previously responded to our customer's concerns. To protect their privacy, we are not providing you with any details of our resolution. Our customer may use their discretion in sharing our response directly with you.
Customer response
11/14/2024
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 22520671

We received a response yesterday from the Better Business Bureau with the attached letter dated 11/13/24.

This has been going on over and over again. ** ****** Chase has continuously not responded properly, and Chase has failed to address the situation.

It is ok for Chase to respond to us publicly as Chase has not responded and not answered our concerns.

Please kindly confirm this case stays open and please kindly demand Chase to actually answer the case details.

Regards,

****** ********
Initial Complaint
11/01/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I received an escrow analysis from my mortgage company, ** ****** Chase which showed a deficiency in my escrow account of $1,244.89 because of an increase in my homeowner's insurance, flood insurance and property taxes. However, the escrow analysis they did was based on my previous homeowner's insurance which I cancelled and secured a different company which reduced my annual premium by approximately $700. I contacted ** ****** Chase and they acknowledged receipt of the ******************* and premium amount which I had uploaded on their website. I have contacted ** ****** 3 times and every time I have received a different answer and reason why I am still showing such a high deficit in my escrow account. First it was because they had not yet paid the insurances and taxes. Once they were paid, I called again and the 2nd *** told me that they are showing a higher balance because there was nothing left in my escrow account, but I don't know how that could be since my homeowners went down by $700. The 3rd *** has now informed me that they base the escrow on what they MAY have to pay out in November of 2025, a year from now. She then went on to tell me that they calculated my monthly mortgage amount incorrectly for year 2023 even though I have sent them all the correct statements which were uploaded to their website and acknowledged as received. She said she is putting in a ticket to get a response on that. After several hours on the phone with these people, I am beyond frustrated. I paid the deficit in my escrow account out of sheer aggravation, in an attempt to make sure my monthly payments do not go higher; however I told the last *** that I want a full explanation in writing as to why my 2023 calculations were incorrect, as I did everything correctly on my end. I am waiting to hear back to see what the final decision is.
Business response
11/18/2024
****, Jessica
Fri, Nov 15, 3:40 PM (3 days ago)
to me, *******

Good afternoon:

We are still researching the customers complaint and request an additional 10 days to complete our research.

Thank you,

******* ****| Business Analyst - Chase **************** Letter Review Team | Chase | ************************| ********, *********; ***** |Email: ****************************************************************************

Business response
11/18/2024
We responded to our customer's concerns. To protect our customer's privacy, we are not providing you with any details of our resolution. Our customer may use their discretion in sharing our response directly with you.
Customer response
11/18/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Better Business Bureau:

I accept the business's response to resolve this complaint.

Regards,

******** *******
Initial Complaint
10/16/2024
Complaint Type:
Billing Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
My mortgage loan was transferred over to Chase as of 8/1/24 I didn’t receive any account number for the new transfer and I called and spoke to a representative and they told me because of my loan being moved to Chase I would have 60 days no late fee and nothing will be held against me, I asked August 28 ***** ******** is this for everything and she stated yes. So during the month of September I called to have my PMI insurance drop from my mortgage because the whole valued is double and I was denied because my August payment was 45 days past due and the pmi insurance only allowes 30 days past due. This should of been mentioned in my initial conversation with the representative, I had an open case ******** and chase declined and stated due to Fannie Mae strict guidelines they couldn’t over turn this even though I was given wrongful information. I then contacted Fanny Mae and they stated Chase had the ability to overturn this decision because wrongly information was given by my servicer. I even filed a complaint in regards to this claim because I was given substantial wrong information that is causing my pmi that’s around 645 a month that couldn’t have been dropped from my loan. I even sent over a documentation summary of my entire mortgage from previous being in excellent standards.
Business response
10/29/2024
We responded to our customer's concerns. To protect our customer's privacy, we are not providing you with any details of our resolution. Our customer may use their discretion in sharing our response directly with you.
Initial Complaint
10/10/2024
Complaint Type:
Customer Service Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
We were trying to refinance our home with Chase Home Mortgage and had a terrible experience. Our Loan Advisor promised a bunch of goodies (lower interest rate, no points, no costs) and lured us to refinance. When reviewing the closing statement we landed up paying $1,800 in closing costs.
Business response
10/21/2024
We responded to our customer's concerns by letter. To protect their privacy, we are not providing you with any details of our resolution. Our customer may use their discretion in sharing our response directly with you.
Customer response
10/22/2024
I did not receive any correspondence from JP Morgan Chase

Regards,

****** ******
Initial Complaint
09/26/2024
Complaint Type:
Sales and Advertising Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
JP Morgan Chase was providing a promotion of $1000.00 for utilizing their agent for a real estate closing. I signed up and utilized their agent and after another internal issue At Chase I had to utilize a different bank to close. To make the situation right their rep still guaranteed me the $1000.00 promotion. I have worked with them and escalated many times for the last few months but they continue to defer and not fulfill their promotion. They need to fulfil the promotion and promise of their rep Alex Fretanis & distribute the $1000.00
Business response
10/03/2024
We responded to our customer's concerns by letter on October 3, 2024. To protect our customer's privacy, we are not providing you with any details of our resolution. Our customer may use their discretion in sharing our response directly with you.
Initial Complaint
09/19/2024
Complaint Type:
Billing Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
The mortgage company has continually Misapplied additional principal payments. I've called in every month they made the mistake to ask for the correction and they have not done so. My principal balance has increased and not decreased although I have made a payment every month. They have not applied funds correctly and refuse to make the correction.
Business response
09/27/2024
***** *******
3:39 PM (37 minutes ago)
to me, *******

Good afternoon:

We are still researching the customer’s complaint and request an additional 10 days to complete our research.

Thank you,

******* ***** Business Analyst - Chase Executive Office – Letter Review Team | Chase | **** ***** ********* ********* **** ***** |Email: **********************
Business response
10/01/2024
We responded to our customer's concerns. To protect our customer's privacy, we are not providing you with any details of our resolution. Our customer may use their discretion in sharing our response directly with you.
Initial Complaint
09/10/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
To whom it may concern, My husband and I recently bought a house and chose ***** ****** Chase Bank to be our mortgage lender. After closing on the house, we had several concerns about our transaction with Chase. Our realtor brought up these concerns with the lender assigned on our behalf, but the lender and her supervisor disregarded these concerns and then eventually completely ignored her emails. First of all, from the beginning, we were under the understanding that we were in the 21 day close program. (21 calendar days). There was a very detailed conversation with us and the lender at the start of the transaction. We went over the details of that thoroughly and it was part of the reason why we went with Chase Bank as our lender. Also, when our realtor spoke with the lender, she was very clear to our realtor that we would be able to use that 21 day guarantee to help us negotiate with the buyer to get us the house, to which she did. Our realtor expressed to the listing agent that we would have a quick close as it was guaranteed by Chase. Ultimately that factor is what made the seller choose our offer, over the other offers. When our realtor emailed the lender the PA for our deal, she expressed to her that we were shooting for that 21 days still, but the PA will read: Closing on or before May 31st as the close date. Then our realtor told the lender that she only put that date on the PA, as a buffer of time, because the 21 days was going to fall around the time of Memorial Day weekend. The lender replied, and said that would be fine and that we are still on track to close in 21 days. Around this time, my husband also had a conversation with the lender about closing in 21 days. She assured him that we would. This is only about 1/2 of my written documents because it contained too many characters. Please please reach out or call me for the rest of the story! I will try to email it.
Business response
09/19/2024
****, Jessica
3:38 PM (12 minutes ago)
to me, *******

Good afternoon:

We are still researching the customers complaint and request an additional 10 days to complete our research.

Thank you,

******* ****| Business Analyst - Chase **************** Letter Review Team | Chase | **************************************************************************************** |Email: ***************************************
Business response
09/20/2024
We responded to our customer's concerns. To protect our customer's privacy, we are not providing you with any details of our resolution. Our customer may use their discretion in sharing our response directly with you.
Initial Complaint
09/09/2024
Complaint Type:
Customer Service Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
9/9/2024 at around 0910 ******** in to try to get an escrow analysis done. Spent two calls and 20 minutes of my life trying to get to a real agent. Agent #1 in *****, would not transfer me initially when I asked for a domestic/US agent. I had to insist. India agent transferred me to ******, and agent #2 did the same thing--did not want to transfer me to a domestic US agent. I am tired of wasting my life on phone calls to automated systems that will not easily allow you to speak to a human being, much less one in your home country, with the foreign agents having limited abilities to get things done.I am a social media and content creator, i will be making this complaint public.I am ex air force, i will be making this a media event.I am spending exceedingly and unnecessary periods of time on the phone to get simple things done, so i want compensation. If **** responds with a vague response to "maintain the customers privacy, we choose not to answer here" nonsense, i will reject their answer and continue to perpetuate the complaint.
Business response
09/19/2024
****, Jessica
3:35 PM (15 minutes ago)
to me, *******

Good afternoon:

We are still researching the customers complaint and request an additional 10 days to complete our research.

Thank you,

******* ****| Business Analyst - Chase **************** Letter Review Team | Chase | *********************************************; ***** |Email: ****************************************************************************

Business response
09/24/2024
We responded to our customer's concerns by letter on September 24, 2024. To protect our customer's privacy, we are not providing you with any details of our resolution. Our customer may use their discretion in sharing our response directly with you.
Customer response
09/24/2024
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 22260364

I am rejecting this response because:

JPMC routinely engages in this communication where they never address/respond to the complaint, but rather say they did, and provide a vague/useless letter saying nothing except that they responded but no details provided due to privacy concerns. They could easily redacted PII, but they don't. They could reference a date/time and method of communication as well as what the resolution was without PII - they don't.
I REJECT JPMC's response.

Regards,

**** *****
Initial Complaint
09/06/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
on June 1st, 2024, I received a bill from the *** department of finance for the total of $1685.58. I am responsible for $118.00, $105.00 for FDNY inspection fee and $13.00 hpd building registration fee (I submitted the payment. See attached cancelled check). There was a property tax bill for 1,567.58 that chase mortgage was responsible for (see attached). Thus, *** department of finance has assessed late fees to the unpaid $118 which totaled $119.35 on 8/5/24 now totals $120.41 (see attached) as of 9/5/24. I sent ********* copies of the cancelled check, my payment history and the numerous department of finance bills. They keep emailing me saying it will get resolved and it has not been. This correspondence has occured from June 2024 to September 2024, I am tired.
Business response
10/03/2024
We responded to our customer's concerns. To protect our customer's privacy, we are not providing you with any details of our resolution. Our customer may use their discretion in sharing our response directly with you.
Customer response
10/08/2024
I accept the business's response to resolve this complaint. The chase executive offices researched, saw my complaint was valid and rectified the payment with *** ********** ** *******.

Regards,

******* ******* *****

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ComplaintsforJPMorgan Chase Bank, National Association

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