ComplaintsforJPMorgan Chase Bank, National Association

Mortgage Lenders

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Initial Complaint
04/23/2024
Complaint Type:
Service or Repair 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.
Between 2018 and 2023 Chase has been paying a strangers home owner's insurance policy from my escrow account. Due to this fraud, my mortgage payment has been going up significantly every year. ***** **** has been made aware and has reimbursed Chase $9786.69 to cover the amount that was paid out of my escrow account. Chase received a payment of 2805.92 on 3/06/24 and a payment of 6980.77 on 4/02/24 from ***** ****. As of today, Chase has only reimbursed me 5895.44 of the money that was stolen from me. Chase is claiming escrow shortages that are clearly no fault of mine for the reduced amount. I have always paid my constantly increasing mortgage on time and I am completely appalled that Chase will not reimburse the full amount that was fraudulently taken from me considering that ***** **** acted properly and rectified the issue. The fact that Chase is completely aware of my victimization and still continues to act improperly is absolutely abhorrent.
Business response
04/26/2024
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
05/01/2024
Chase’s resolution to this egregious situation is laughable. First off, what actually took place here? Was this gross incompetence or am I a criminal victim of fraud? If it is the latter, I would certainly like to know. Simply put, I absolutely have a right to know how and why I was victimized. I have a complaint filed with the CFPB and if they determine that a financial crime took place let it be known that I will fully cooperate in any prosecutions. For six years my escrow payments increased significantly to pay for a stranger’s home owners insurance. Why did this happen? Why was I financially strained for six years? Chase doesn’t address any of this. $9786 over six years is a significant amount of money for average working folk. Not that Chase could possibly care. I inquired about lost interest on this money that was unjustly taken from me. Chase coldly stated no interest is owed to me. Would Chase lend someone nearly ten thousand dollars over six years interest free? Obviously not. However, if one of their customers is a financial victim directly due to Chase’s actions the customer is informed they are deserving of nothing. The fact that I only got back $5895 of the $9786 that was reimbursed is absurd. Chase stated my property taxes went up. Of course they did, but so did my escrow payments as a result. What actually goes on in the Chase escrow department where a customer can be so abused? Are there other Chase customers falling victim to similar injustices within the escrow department? It is my sincere hope that a proper investigation is completed. Times are tough for working folk nowadays. Abusive financial institutions must be held responsible for their actions.

Regards,

***** *******
Initial Complaint
04/22/2024
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.
After Chase Mortgage denied my home loan, I did not receive my 500-dollar good faith estimate refunded. I requested this refund on multiple occasions through my loan officer, manager and customer service agent. I sent a demand letter over 2 weeks ago and have yet to receive a response. The attached demanded letter explains in detail the failure of chase bank to process my loan application on a timely manner. I was disapproved for the loan 72 hours from closing. I attempted to work with chase and requested that they transfer my appraisal to my new lender. They would not and still kept my 500 good faith estimate in which they stated the funds were used to pay for the appraisal.
Business response
05/02/2024
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.
Initial Complaint
04/04/2024
Complaint Type:
Service or Repair 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.
Mortgage is at a variable rate. Now at 11.5%, making it impossible for me to pay. Late payments have been reported which are erroneous. They have not dealt with me in good faith over the years.
Business response
04/19/2024
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.
Initial Complaint
03/28/2024
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.
This company has mishandled my payments and is not applying my payments correctly, which, if not corrected, will impact my credit and continue to incite my PTSD.
Business response
04/16/2024
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.
Initial Complaint
03/13/2024
Complaint Type:
Service or Repair 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.
I requested PMI be removed from my mortgage. The value of my home is well above the $273,000 value needed to have enough equity to not require PMI. I paid $150 to Chase about 2 months ago. On February 8th I believe they sent an appraiser to my home. The appraiser was an elderly gentleman, maybe 75 years old. He seemed very forgetful. Asked me about 5 times how many bathrooms I have after he had viewed and photographed the 2.5 baths. I was supposed to receive a report explaining the value of my home and whether PMI was removed. Never received the report. Looked online under my mortgage account and it says no letters or documents for 2024. I called Chase and the customer service woman said my PMI wasn't removed because according to the appraiser I'm around $1,000 short on equity. I should not be short at all. My neighbor with the same floor plan and less upgrades than me has his home listed for $339k. I purchased my home for $238k. I put in over $20k in upgrades including an epoxy garage floor, new cedar fence for the yard, refinished the hardwood floors throughout, and upgraded fixtures and cabinets in the bathrooms. Added a Level 2 EV charger to the garage. Upgraded the electrical panel and doubled the capacity to 200 amps. These are all things that the $339k house doesn't have. Redfin has my home estimated over $280k without my upgrades. The appraiser was way off and I think it's due to possible dementia. Plus I never received my report.
Business response
03/25/2024
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
03/27/2024
The woman that has been handling my complaint has done absolutely nothing to help resolve the issue. I had to call Chase customer service 2 weeks after filing this complaint to request a dispute form which never arrived. Just like the original BPO which they failed to send until I complained.
The appraiser used by Chase completely ignored all of my upgrades that I had listed on the Chase form. I had mailed the form to Chase as well as submitting it online. He ignored the electrical to the house being upgraded from 100 amps to 200 amps. That's like a $15,000 job. I also have a $700 EV charger professionally installed hardwired in the garage. The garage floor also has been sanded and epoxy coated. The yard has a brand new cedar fence with a gate. The hardwood floors are refinished and re-stained. The bathroom sink on the main floor was upgraded from a pedestal sink to a deluxe cabinet sink. He also left out a bedroom and a full bathroom from his report even though he included pics of them in the report. He called the 4th bedroom a "Storage" room. He undervalued my home by around $40,000. All the upgrades were pointed out to him when he took pictures of the home. They were all on the Chase upgrade form. I want this fixed and my $90 refunded for my April mortgage PMI that I shouldn't owe but paid due to Chase negligence. I also want my $150 back that Chase charged for the appraisal since I never received an accurate appraisal. Then I need the PMI removed and a letter stating so to be sent to my address. They've done zero to resolve their negligence. ****** ******** who has been handling my complaint has done nothing. She hasn't investigated the matter. She hasn't spoken to anybody in her PMI department. She hasn't spoken to the appraiser. She has done nothing.

Regards,

**** ********
Initial Complaint
03/04/2024
Complaint Type:
Order 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.
I have a mortgage amount that I pay totaling $564. They have raised it to $874 due to what they are calling escrow. My insurance was always $2,264 but they assessed it at $1,731.
Business response
03/18/2024
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.
Initial Complaint
02/29/2024
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 account with JPMCB HOME was never late! I have had exceptional payment History With JPMCB HOME and all payments were placed in Autopay. This late payment that is reporting is a result of a systematic error on their end processing my payment. This was clearly a billing error made by the company and it is not a reflection of my payment Experience which violates USC code 1681eb. This error has caused severe hard to my Reputation, my character, my mode of living and to my family! I demand the late payment reported in Jan 2024 to be removed. They are not in compliance with the following law 15 USC 1666b and its requirements set the Standards and the guidance of a creditor to treat a payment as late, yet they are reporting a payment as late and they did not comply with the law! 15 USC1666b (a)Time to make payments A creditor may not treat a payment on a credit card account under an open end consumer credit Plan as late for any purpose, unless the creditor has adopted reasonable procedures designed To ensure that each periodic statement including the information required by section 1637(b) of this title is mailed or delivered to the consumer not later than 21 days before the payment due date. JPMCB HOME never sent the periodic statement along with the disclosures from section 1637(b). I have requested proof that this information was mailed or delivered 21 days before the payment due date and this information was requested in a good faith pursuant rule 1002 and it was never provided This is unfair, Illegal, fraudulent , and not equitable to me as a consumer! Delete the late payment from my consumer reports
Business response
03/13/2024
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.
Initial Complaint
02/28/2024
Complaint Type:
Order 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.
I had a flood in September 2021. It took just under 2 years to finish up the claim. Multiple contractors, invoices, inspections and much more. One company who did multiple inspections is Chase working with a subsidiary company called Insurance Claim Check. They confirm the repairs on behalf of Chase since the hold the mortgage and have an interest in the home as well. This only applies if a check is over 40k. We have complied with all inspections including the last one in January 2024. That inspection determined that 99% of the repairs were complete and the funds are cleared to be forwarded to us. My complaint is the result of Chase Mortgage is “holding” $43,000 of our money for no reason whatsoever. I have spoken to 8 different reps and 4 Supervisors with different answers if they had an answer at all. Three of the 4 Supervisors emphatically agreed that the money is cleared to send. However the case is assigned to the fourth supervisor who refuses to release the funds. I would love to post her name but we cannot do that on BBB. She continues to hold the funds regardless of all inspections being complete and the funds are cleared. She claims she has to speak to contractors and the insurance company that paid the claim. This is outrageous. She has no reason or responsibility to do so. It is not a function of a bank or mortgage company at all. Everything is documented with the insurance company and they issued a check. Chase deposited that check in an escrow account and simply refuse to forward those funds to the rightful owner, is. The funny thing here is that our mortgage is under 30k at this time so Chase has very little interest in our property. Do the right thing Chase If there is a resolution Dept then resolve this Thanks
Business response
03/11/2024
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
03/12/2024
I did receive one letter , addressed to me asking for my address and a loan number No response regarding the complaint
Regards,

****** *****
Initial Complaint
02/14/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I went to Chase Bank in December 2023, and got pre-qualified for a home mortgage. I met with ****** *****. I placed an offer on a condo, and it was accepted on Jan 24, 2024.
I went in to Chase Bank on Jan. 25 to sign the mortgage papers, and met with ****** *****’s assistant ****** ****. Chase requires a $500 good faith fund for the mortgage process, and it is reimbursed at the time of closing. I paid that on Jan. 25 with my **** MasterCard.
On Feb. 2 I received a phone call from my realtor, **** ******, stating that there was a problem with Chase being my lender. Chase did not agree with the wording in the insurance policy for the roof that the condo HOA has in place. The HOA would not change it, so Chase said that they could not provide the lending for this property. ****** ***** also called me on Feb. 3 to tell me this news.
My closing was supposed to be on Feb. 16. I asked ****** ***** if he could credit the $500 I gave Chase for the good faith fund. He said that he would check with his manager. I emailed both ****** ***** and ****** **** several times regarding the $500. ****** ***** finally responded on Feb. 12 stating that Chase would not be giving me the $500 back because Chase payed the appraisal fee for the property on my behalf.
I did not ask Chase to pay that fee, ****** **** said that I qualified for that. Plus the appraisal fee and the good faith fund are two separate fees. The good faith fund is in place so that the buyer goes through with the lending. I am still purchasing the condo, but Chase backed out of the lending. They should not keep my good faith money. I have had to find a new lender, and I have new fees with them.

Business response
02/20/2024
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
02/20/2024
[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
02/12/2024
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.
They have not and will not report my mortgage on my home for over 26 years. Almost paid off and I'm sure has effected my credit rating.whuch has caused higher interest rates for years. Their fix was to say accounts closed. Does this mean I don't have to pay them any more?
Business response
02/23/2024
From: ****, ******* <**********************>
Date: Thu, Feb 22, 2024 at 4:20 PM
Subject: ******, **** BBB Complaint ID ********
To: ********* ********** <cmclaughlin@centralohio.bbb.org>
Cc: ********, ******* N <****************************>

Good afternoon:

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

Thank you,

******* ****| Team Lead - Chase Executive Office – Letter Review Team | Chase | **** ****** ****** ********* **** ***** |Email: *******.****@chase.com

Business response
02/26/2024
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.

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ComplaintsforJPMorgan Chase Bank, National Association

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