ComplaintsforJPMorgan Chase Bank, National Association

• Initial Complaint

  09/04/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I have a HELOC with Chase Bank. They recently took my interest rate from 4% to 12% and blocked my online access to my account. I have never been late or missed a payment. When I asked for a review/loan modification I was denied. I have only asked that the percentage of the loan be brought back down to current HELOC rates (7-8%). I have spoke to numerous Chase Bank representatives with no resolution.

  Business response

  09/19/2024

  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

  10/01/2024

  Several months ago I was locked out of my account due to my credit score dropping down. When I asked if I could lock in the interest rate when it was 8% and climbing. I was denied. Then it reached 12%. I asked for a loan review and was denied. Your organization has screwed me over several times now even though I have never missed a payment. I will soon be closing my account with Chase that I have had for 20 years. I will not be treated this way any longer by your organization. 

• Initial Complaint

  09/03/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am writing to dispute an account on my credit report. I do not recognize this account, the details recorded, the status, the extremely high balance, or any specifics about this account. This information does not comply with the Fair Credit Reporting Act.Please investigate this matter and remove the inaccurate information from my credit report immediately.Thank you for your prompt attention to this matter.

  Customer response

  09/06/2024

  I am writing to file a formal complaint against JPMCB HOME for their failure to comply with the Fair Debt Collection Practices Act (FDCPA), specifically 15 USC 1692G, which pertains to the validation of debts They. have failed to provide the necessary information within the specified timeframe. This omission has caused significant distress and confusion regarding the validity of the alleged debt that has been paid in full but still remind on my Transunion Credit Report. It shows a balance of ****** but has not been updated since 01/31/2016. no other agency shown this account. I kindly request that the Better Business Bureau investigate this matter and take appropriate action until they provide proper validation of the debt as required by law.

  Customer response

  09/13/2024

  ***********************' via Dispute Resolution - Shared Inbox <********************************************************>
  Attachments
  Thu, Sep 12, 9:00 PM (11 hours ago)
  to disputeresolution
  
  ***********************
  **************** 
  ****************************;
  
  RE: BBB Complaint
  ID Number: ********
  
  To: Better Business Bureau
  
  I am writing to file a complaint against JPMCB Home, a division of ***************** Chase Bank National Association. The original loan number associated with this account **********.
  
  The Fair Credit Reporting (FCR) Provision ensures the accuracy, fairness, and privacy of information in my credit file. According to my TransUnion credit report dated September 4, 2024 (Credit Report Number *********, page 5 of 6), there are discrepancies regarding my loan history. I did not miss any payments; however, the original loan was adjusted only once, as confirmed by their own records.
  
  I received a letter stating that my loan was paid in full as of November 1, 2022. Despite this, several reporting agencies, including TransUnion, continue to show the original loan amount of $60,523. I have made multiple attempts to resolve this issue via phone, and letters three years ago they are aware of the problem. They have sent confirmation letters indicating that it will be addressed, yet the issue persists.
  
  I have disputed this matter with all three credit bureaus, but the inaccuracies remain. Under the Servicemembers Civil Relief Act (SCRA), I have the right to dispute inaccurate or incomplete information on my credit report. This law requires that both consumers and the BBB investigate the disputed items and correct or remove any inaccurate, incomplete, or unverified information to ensure my credit report is accurate and up to date.
  
  Enclosed are several  correspondence letters from JPMCB Home, Chase, ***************** Chase, and Bank National Association for your review.
  
  Thank you for your attention to this matter.
  
  Sincerely, 
  ***********; *****

  Business response

  09/25/2024

  ****, Jessica 
  3:58 PM (17 minutes ago)
  to me, *******
  
  Good afternoon:
  
   
  
  We responded to our above mentioned 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.
  
   
  
  Can the status of this complaint be changed from unanswered to answered in the BBB portal?
  
   
  
  Thank you,
  
  ******* ****| Business Analyst - Chase **************** Letter Review Team | Chase | **************************************************************************************** |Email: ***************************************

• Initial Complaint

  09/01/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Chase mistakenly reported to the credit bureau that I was delinquent on the mortgage which caused my credit score to decrease by 184 points. I was granted a mortgage forbearance last Fall. After the forbearance period, my wife ***** and I started paying the mortgage as agreed. For some unknown reason, our payments went into a holding account while Chase took months to decide to start accepting the mortgage payments. It was during this time period of us paying the mortgage and Chase not applying the payments to the account that Chase reported us delinquent and both of our credit scores plummeted. This has caused a series of other problems. One of which involves another department with Chase. We have a property insurance claim and Chase will not sign off on the payments because they say that we have been delinquent paying the mortgage. That Chase department is relying on the credit report. We have another credit related issue because our credit is now low. We would like Chase to repair the damage with the credit agencies and coordinate with the department that is holding onto our insurance settlement and prohibiting us from paying the restoration company the money they are owed.

  Business response

  09/18/2024

  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

  09/28/2024

  This dispute is really about a $100 missed payment for January, 2024.  On December 18, we made our first $100 payment as per the forbearance agreement. We were obligated to make a payment of $100 per month.  We did not make a payment in January 2024.  On February 13, 2024, we made a $250 payment to Chase because we realized our error in not paying in January.  The more than double payment in February should have brought us up to date.  Chase did not apply the extra money to the deficit and clear the matter up.  Chase has a strange and incomprehensible method of placing payments in an account named "unapplied" which appears to damage borrowers.  If Chase had applied the extra money paid in February there would be no problem.  Chase could have reported to the credit bureau that we had made a payment 30 days late and that would have been fair.  However, Chase never contacted us during this time to point out that there was a problem or to ask how we intended the double payment to be applied.  Chase waited until July to report to the credit bureaus that we were 150 days late which is not true.  Chase committed libel by reporting such misinformation and my wife and I have been hurt by that reporting.  I spoke to a ***** ***** who called me a couple of times. He stated that he was part of an executive staff.  He explained that he was investigating the matter and I was hopeful that we finally were communicating with someone smart enough to correct the error.  Mr ***** was smug and condescending and while he told us that he had investigated the matter, his unwillingness to comprehend the situation and to ask the right questions, made it clear that he intended to do nothing but check the box to report that Chase took our concern seriously and investigated. Mr ***** acted in bad faith.  I have attached a letter we received from Chase, dated September 4, 2024, in which the second sentence reads, "We're reporting that we received your December 2023 through May 2024 payments and they were not late."  Communications like these has made discussing the issues with so many Chase employees so confusing.  Chase is continuing the harassment and libel by placing our August 2024 and September 2024 mortgage payments in and "unapplied" account and stating that we are late. Our credit has been seriously damaged and our scores have plummeted y 150 points.  Chase through Mr ***** has said to me several times that Chase has to accurately report our failure to make the January payment.  If Chase were really concerned with honesty, they would consider all the facts and realize that the $250 payment on February 13, 2024 should have been applied.  They did not apply it and they have stood firm on their belief that we did not make the January payment.  We made the January payment in February.  The problem is that they did not apply the extra funds and made no effort to discuss the misunderstanding with us before making the false report to the credit bureaus. Chase has acted in bad faith and we wish they would transfer our loan to another company so we don't have to deal with them again.    

  Regards,
  
  ******* ****

• Initial Complaint

  08/28/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My home owners insurance dropped me in 2023. I contracted insurance through ******** in August 2023 with Chase Mortgage. I was informed later that Chase never received payment. I contact ******** who confirmed they sent it to the correct address. I contacted Chase who then contacted ******** to resolve the issue. I was told it was taken care of. I just received a letter from Chase saying I have not been insured all year. This is in acceptable as my home is in Florida and I am in peak hurricane season. I can’t rely on Chase to resolve this as they failed to do so in the past. I will also open a case with the Federal Trade Commission and any other government agency that can help push a resolution along. I will update this case with supporting docs, records of correspondence between ********* and Chase.

  Business response

  09/24/2024

  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

  08/27/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I asked for a 2 month deferment. I've been a customer for 38 years, never missed a payment. I had to go on disability which pays $900 a month. I need 2 months to create the amount to pay monthly. I'm trying to be responsible and proactive. I called they said miss a payment so I would get a credit score problem plus a late charge and pay double the next month. If I do that then they MIGHT consider a deferment. I have only 37K left on the loan. I have never been treated so bad. ****** was disrespectful and refused to have a supervisor get on the line. I don't mind going to news channel 3 on your side to publicly report you refuse a customer in good standing. Loan **********

  Business response

  09/06/2024

  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

  09/06/2024

  They had no intention to work with the customer. After 38 years paying on a mortgage, they refused to allow to put 2 payments at the end of the loan. I find this to be a typical corporate and executive disrespect of a long time customer. They want me to default on my loan before they would even consider helping me. I'm considering filling another bbb complaint on them. This should be considered NOT RESOLVED and left as a Negative review
  
  Regards,
  
  ****** ****

• Initial Complaint

  08/27/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Mortgage payments are automatic, yet we still get late fees even though we pay each month (It is there automatic payment system). Have contacted Chase several times with no action taken on their part. Thank you for your time and help

  Business response

  09/06/2024

  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

  08/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am seeking guidance to address the Assumption Process I started with Chase in January of 2024. At the time I applied for the Assumption process, I completed a series of questions to determine if I was a candidate to move forward. This was approved, and the process began in January 2024. At the time when I applied, I was advised this process will take 3-6 months. I was not prepared for the laborious process, poor communication, duplicated efforts and requests, and negative experience I would be encountering. There are many flaws/problems with the Chase Assumption Process. First and foremost I would like to share what several Chase employees have shared with me about the process; they are extremely busy with many Assumption requests, and have only so many people in the department. The lack of either proper staffing, a defined process, accurate processing and many other aspects has made this process unbearable and much longer than it needs to be. The Assumption Team is not customer facing. During this process I have not had a dedicated person to contact, ask questions, and verify requests of Chase. The process to speak to someone is to initiate a call with a team called Life Events, and then they will arrange a call back for you, with a Relationship Manager. that takes 5 business days. I have been talked to very condescending by a Relationship Mgr. Chase requests information via ***** The only form of communication with regard to the Assumption Process is **** or Fax for paperwork exchange. I've received requests for information every month since January, and my file has gone through underwriting each time new info is received. The underwriting team is missing things in review and not requesting all information needed to form a decision. I'm in month 8 of this process with no conditional approval, no indication in sight what this outcome will be. (the request for info keep coming.) Your help is critical to resolving this situation with Chase.

  Business response

  08/28/2024

  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

  08/31/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22192736
  
  I am rejecting this response because: 
  
  Regards,
  
  *****************************

• Initial Complaint

  08/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My mortgage was originally with first republic but assumed by Chase in October 2023. Since then, my spouse and I divorced and Chase has been ignoring our requests for a loan modification which clearly isnt excluded from our first republic mortgage contract. My ex spouse earns 500k a year with zero debt and a 600k mortgage with Chase so she will have no problem assuming the mortgage. It seems like Chase will only help us refinance strictly so they can make money. Chase mortgage employees out of ********************* have confirmed the ease in which Chase can modify the mortgage.

• Initial Complaint

  08/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We started a home loan in Feb 2024 with Chase. We picked chase over any other bank because on the very first phone call we were advised that if we do not close in 30 days we would be given 5000 towards are closing fees. So we picked chase for that very reason alone. Fast forward and we are working on our loan and I am calling once every other day to make sure that everything is going as it should be, signing documents the hour they are sent to me. Sending and resending documents, until we got to the appraisal- chase chooses who does the appraisal. Appraisal took weeksssss to come back, causing a major delay in closing. During closing chase was still asking for documents and even with us closing a week Late I was contacted by chase afterwards asking me to send in more documents and to sign and back date them- sounds very legal right... I refused. Chase has too many hands in one mortgage and nobody knows what they are doing. The amount of times I was told "let me see with my team and I will get back with you" is absurd. I had the manager pull the call to confirm I was given this. info and was advised call was pulled they heard it but tough luck pretty much. not an option. Chase needs ro own up or let me transfer my loan without all the extra fees. RUNNNNN do not get a home loan through them.

  Customer response

  08/15/2024

  Why is this being closed as info only? I requested a refund from Chase. What do I need to do to reopen the case?

  Business response

  08/27/2024

  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

  08/27/2024

  The business did absolutely nothing to make this right. 
  I got a call that pretty much said tough luck. 
  I will be refinancing & I do not recommend this company to any. Shady. 
  
  Complaint: 22143136
  
  I am rejecting this response because: 
  
  Regards,
  
  *************************

• Initial Complaint

  08/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 7/29/24 I paid property taxes to Chase Bank at ********* and ******* in the amount of $300. It was to be paid to Maricopa County Treasurer but was paid to the wrong account. My taxes have not been paid and were credited to another parcel number, not mine. The Operations Lead told me the branch manager was on vacation and it would take some time to order a reversal of the monies after which it would take 14 business days to resolve. I told her to start the process and I would wait at the bank. I waited one hour in addition to one hour when I first arrived explaining and showing clerks that I the $300 had been taking out of my account the SAME DAY on 7/29/24. I told her to I would incur additional interest rates by next month if not paid. She said, "I am very sorry and did not offer reimbursement of the $300 or the new interest fees. She hesitated on starting the process initially until I insisted. She hesitated on giving me the name of the branch manager. She ultimately did give me a number to "*********" at the Power branch. I explained the sense of urgency. I would like my $300 refunded to me today so that I can pay my taxes timely. I attempted to resolve the matter 8/12/24 and it will take the bank 14 Business days or three weeks to resolve.

  Business response

  08/23/2024

  
  ************************
  3:42 PM (21 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

  08/30/2024

  ************************
  3:34 PM (19 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

  09/10/2024

  ************************
  Mon, Sep 9, 3:15 PM (17 hours 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

  09/10/2024

  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.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩