Business Profile

Mortgage Lenders

JPMorgan Chase Bank, National Association

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for JPMorgan Chase Bank, National Association's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

176 total complaints in the last 3 years.
53 complaints closed in the last 12 months.

If you've experienced an issue

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The complaint text that is displayed might not represent all complaints filed with BBB. 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.

Initial Complaint
Date:07/06/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Chase has decided to go against documents that state my property taxes are to be paid quarterly and has unilaterally decided to pay them annually. This has now shorted my escrow account and are going to raise my mortgage payment.
I opened a case two weeks ago, multiple calls where I was told that I could be refunded the overpayment. But today, I was told that wasn't possible.
According to a supervisor ****** ******** everyone in the town I live that has an escrow account with Chase is set up to have property taxes paid annually. BUT, I have a co-worker in a different town, with Chase as the lender, and her taxes are paid quarterly. Why are they penalizing ONE town in a state and NOT the others!!
I work with a real estate attorney, share an office with him, and he researched the laws in the state of RI and there is nothing that states it has to be set up this way. I want resolution to this, my property taxes set up properly, refund of the overpayment and my mortgage payment to stay the same.
Business Response
Date: 07/21/2023
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 Answer
Date: 07/28/2023
I know it's stated that I am supposed to attach a letter - I have not received one at this point. I am rejecting this response due my conversations with the Executive Offices stating that the financer of my mortgage, Freddie Mac, is telling them they cannot pay my property taxes quarterly. I reached out to Freddie Mac myself and their response to that statement is that they do not tell servicers how to manage escrow accounts, other than some requirements that must be met. Further, Freddie Mac informed me that they have been my financer since I took out my mortgage in July of 2022 and with my prior servicer, prior to Chase, has set up my escrow account for the property taxes to be paid quarterly for when my account transferred over to Chase on February 1, 2023. So then, why is Chase REFUSING to make this happen. And they can't even tell me what my new mortgage payment is going to be, since they "claim" the escrow analysis is still running - which my understanding is this has been running for over a month!
Furthermore, Freddie Mac offered to work on my behalf in this matter and I am trying to get ahold of the real estate law office that handled my closing to take advantage of their offer of support. Freddie Mac provided me contact information for the Executive Offices of Chase to reach out to so that they could provide them with ways to correct this issue. I called ***** *****, who I was working with from the Executive Office, and he ABSOLUTLEY REFUSED to take this information and said that they WOULD NOT call the provided contact information. This tells me that Chase knows they are in the WRONG and are not willing to admit this!
This is POOR CUSTOMER SERVICE from Chase and want to jeopardize someone's life by something so SIMPLE!!!

Regards,

******* *****
Business Response
Date: 09/07/2023
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
Date:07/06/2023
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have been trying to get a held balance applied to my mortgage company and Chase has been giving me the run around.

they held back half of a mortgage payment till i gave them the additional $600 dollars. sounded like a payday scam to me and told them so. I asked for a signature and after 2 years of back and forth they finally admitted they had no signature or paperwork of any kind.

Fast forward two three months ago, i was checking that the correction on my account had been applied. It had not. So I call them and they tell me i need to give them another $700 and they would apply both payments in 30 days.

30 days later and I am locked out of my online account. they payments were not applied and they want me to sign new license agreements saying I'm taking responsibility to anything that may happen to my account.

I also noticed that there is another account with new late fees that now trail at least a year back. when i looked up what that account was. google said its a private account a bank opens up on your behalf.

i dont want anything to do with Chase online banking anymore. I just want my balance applied and this other account with all these new late fees closed. I intend to pay my mortgage threw the mail.
Business Response
Date: 07/17/2023
Fri, Jul 14, 3:58 PM (3 days ago)
to [email protected]

Good afternoon:

We are still researching the customer’s complaint and request an additional 20 days to complete our research.

Thank you
Business Response
Date: 07/20/2023
We responded to our customer’s concerns by phone. To protect our customer’s privacy, we are not
providing you with the details of our resolution. Our customer may use their discretion
in sharing our response directly with you.
Customer Answer
Date: 07/21/2023
there was no resolution. Have have not applied either payment to our account and will not wave the "late fees" that are being held in another account.
Customer Answer
Date: 08/22/2023
our conversation was made over the phone and then received paperwork from ****** from the executive office.

at the end of Nov. 2020 i received an add from chase saying since we are such great customers they were offering to allow us to split our mortgage into two payments since many are having hardship due to covid lockdown. I was told they would be returning the pending payment in order to pay half on the first and half as late as the 15ths.

i made my two payments as directed in December.

Jan bill rolls around and i get a call asking for $600 to combine my payments. I replied that they were paid in full in Nov. and in two half payments in December so i should be all paid up. they told me that i checked a box agreeing to pay them six hundred dollars. I told them they were mistaken. your advertisement said you were offering help due to covid and I'm not paying to use my own grace period.

I dont hear from them for another year but my statements look fine so i thought the issue had been resolved.

I get another call sometime later saying that my Nov 2020 was refunded to me but they need the other half of the split payment. I told them that Dec automatic payment was to be refunded not Nov. they responded that it was refunded in Nov. and they want the other half payment to bring my account back into good standing. I told them i haven't received any refund. ****** later admits that the refund bounced because is was sent to a checking account that had been closed and had been sitting in a suspense account and i could see that the other half was being held unapplied. they have there money and they need to fix my account.

they attempt to combine the payments in February, March, and April but it bounces each time.

by May i have had enough and i make my two payments. one on the 1st and the other on the 5th, the bank attempts to apply a partial payment on the 4th, and i set up June to pay in full automatically on the 1st in attempt to dissolve the contract since they still have not supplied a copy of the add or the box i supposedly checked that said i agreed to pay $600 in order to split my payments.

at this point, i get locked out of my mobile banking until i agree to there terms of Agreement which of course i do not. they refuse to mail me my statements but i just keep track of my payments with my Mint account.

Come Jan 2023, we are finally mailed a statement saying we are a month behind on our Mortgage. We argue some more. I finally break and in may make an additional payment of $704.45 on the 9th to fix the balance so they can will apply my unapplied payment. ****** says that we are no longer accumulating late fees but we still owe late fees.

We have statements printed out at our local Case for July and August. No corrections are made and none of my payments are applied. I go to get this months payment printed out and the teller says she cant print the statement or switch my preferences to mail me my statement each month. the banker gives me a phone number to call but they do not handle chase mortgages here. the teller is however allowed to print out a escrow statement saying that i now owe $362.82 for a shortage which just happens to be what they want for the rest of the late fees i am contesting and that they well be applying it to my mortgage payment in September.

so now there are 3 payments that are being held in a suspence account.
one from Nov. 2020 for $678.53 , one payment in May for $678.53 that does not appear on ******'s ledger and the $704.45

and

one unapplied payment of 678.53
Initial Complaint
Date:07/01/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My mortgage was unfortunately transferred over to Chase. I have made a couple of payments at this point and received a statement but I am unable to view my account online using my existing account nor ability to setup a new account. I contacted customer service but they are requesting additional intrusive information to simply add the account to my existing account. I would like it moved if possible or an explanation on why it's so hard to do such a simple task when you have every bit of backend information on my considering I had a prior account with you.

New Account: 4*********
Address *** ****** *** **** ** *****
Old but still existing account: last 4 is ****
Business Response
Date: 07/14/2023

*******, ***** J <*****.j.*******@chase.com>
3:30 PM (26 minutes ago)
to [email protected]

Good afternoon:

We are still researching the customer’s complaint and request an additional 20 days to complete our research.

Thank you,

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

Team Manager | Executive Office – Letter Review Team – Card Services and Auto Finance / Student Loans| Chase |3415 Vision Drive | Columbus, Ohio | T: ###-###-#### | Email: *****.j.*******@chase.com
Business Response
Date: 07/18/2023
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 Answer
Date: 07/18/2023
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 20263215

I am rejecting this response because: their response was they were researching and would be in further contact.

Regards,

***** ******
Initial Complaint
Date:06/27/2023
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Date of issue: April 2023
Amount requested from business for their mistake: $10,098.57.
Issue: The business originally informed me in March 2023 that I only had one payment ($1,052.33) left to complete mortgage payments, but later informed me that it was no longer $1,052.33 but $10,098.57.
The business states that the $10,098.57 was now owed since there was a payment ($7,000) made towards the mortgage in Nov. 2005 that was returned to me.
This was an error made by Chase, and due to their mistake, I had to pay additional interest. The interest should be returned to me as I have always made my payments on time and should not have to pay additional money due to an error made by Chase. Money owed to me is approximately $2,046.24.
The business has reviewed records, but refuses to acknowledge their mistake and refund me the interest paid.
Account/Loan Number: **********
Business Response
Date: 07/12/2023
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
Date:06/26/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
- On June 7, 2023 my condo sustained water damage due to a plumbing leak from my upstairs neighbor's toilet, construction repairs quoted at $11,055.24 plus the cost of Servpro mitigation to install fans and dehumidifiers
- I contacted my insurance provider, Homesite by Progressive, to inform them of the damage
- I was informed by Homesite that my policy was no longer active
- I asked when the policy was canceled because it should have been paid through my escrow through Chase, Homesite informed me that the policy was billed to Chase multiple times and Chase failed to pay
- Chase never informed me that they were not paying and never forwarded me the bill to pay
- When I called Chase to understand why, they informed me that my Condo insurance policy wasn't required because I have insurance through the HOA for my condo complex
- When I got my mortgage in 2020 I obtained the insurance through Homesite at the direction of my Chase mortgage broker - separate and above just the HOA insurance
- I received a notice by email from Homesite on August 30, 2021 indicating that "Your Condo policy will renew on October 1, 2021. We have billed your mortgage lender. No further action is required from you."
- No one from Chase informed me that my bill was never paid or that they were not going to continue my individual Condo insurance policy.
- The HOA insurance policy only covers the building - not the interior "walls in" of my unit which leaves me uncovered and I was completely unaware
Business Response
Date: 07/03/2023
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
Date:06/23/2023
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Chase recently bought our home mortgage from another company. We were informed by our previous company that all future payments would be made to Chase starting on June 1, 2023.
We soon got a letter from Chase welcoming us to their company. The mailing gave us several options to start making payments to Chase for the payment that was due 6/1/2023.

I wrote a personal check for the June payment prior to going on vacation so that the payment would post on-time.

Little did I know, my previous company had shared my ACH details with Chase for an automatic payment. My old company didn't tell me this, and the welcome letter from Chase didn't mention this either. So, my checking account was debited a second time for the June payment.

I called Chase customer service and explained the issue. I was told by the associate that she was going to "personally monitor" my account, and when the check cleared (which it did the following day) she would credit the payment back to my checking account.

This never happened, and I received no further communications from the young lady who was "personally monitoring" my account.

This has not only cost me several overdraft charges, but also limited by buying power on my vacation from June 3 through June 28th, where I've had to rely on credit cards.

Chase was negligent in their marketing, mailings, and had no intention of returning my double payment.

My complaint can be resolved by paying for my overdraft charges and apologizing.
Business Response
Date: 07/06/2023
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 Answer
Date: 07/18/2023
The reason I did not respond with the requested information is because Chase Bank never contacted me by letter or in-person as their reply suggested they would. I was, and am, still waiting for that communication. I would request that you reopen the complaint. Thank you!
Business Response
Date: 09/21/2023
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 Answer
Date: 09/21/2023
Only after re-contacting the BBB because of an initial lack of response, I did get an email asking me to call someone in their executive office. They provided a phone number and an extension.
Every time I called, and dialed the provided extension, I was transferred to an open line here I can only hear people talking in the background, and someone coughing.
This complaint is not resolved.
They have my name, address, and phone number. Another example of poor customer service.
Initial Complaint
Date:06/20/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I lost my job and could not find work due to the pandemic. I entered into unemployment & pandemic assistance programs with Chase. I was told by my relationship manager (****** *******) that during the review process, they will hold any reporting to the credit bureau agencies. At that time there wasn't digital signatures, you agreed to the terms on the phone, then they sent a copy of the documents you agreed to in the mail. While under review it was reported to the credit bureaus and completely ruined my credit. I was approved for the programs, called numerous times, and escalated the reporting issues to the different manager & the Executive office. I have detailed notes and told them dates & times when I spoke to ****** when she told me this information, I even spoke to her and she told me the same thing. Apparently that was the wrong information. The recordings of our conversations can't be accessed and ****** recanted. Therefore the only proof I have are the documents they sent which contradicts what I was told on numerous occasions. I also applied for Emergency Rescue Mortgage Assistance (ERMA) program. And waited months for Chase to respond to the state so my application could be approved. The state would have paid up to $75k in assistance to bring my mortgage current and halt any foreclosure or collection procedures. When talking with my new relationship manager, I was never told that they was holding off on foreclosure or collection procedures that they approved with ERMA. I was only given the options to enter a deferred plan, pay in full my arrears or other (sell, etc.). I was approved for state assistance, but because I was pressured into the program via Chase and in fear of owing so much money and possibly loosing my home I entered the deferred program. Now I have and extended mortgage and a deferred balance that the State can no longer assist me with. Not only has my credit been destroyed now I am no longer eligible to assistance from ERMA.
Business Response
Date: 07/05/2023
From: *******, ***** J <*****.j.*******@chase.com>
Date: Fri, Jun 30, 2023 at 3:11 PM
Subject: ******, **** BBB Complaint ID 20209993
To: [email protected] <[email protected]>

Good afternoon:

We are still researching the customer’s complaint and request an additional 20 days to complete our research.

Thank you,

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

Team Manager | Executive Office – Letter Review Team – Card Services and Auto Finance / Student Loans| Chase |3415 Vision Drive | Columbus, Ohio | T: ###-###-#### | Email: *****.j.*******@chase.com
Business Response
Date: 07/21/2023
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 Answer
Date: 07/31/2023
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 20209993

I am rejecting this response because: o resolution has been made. They are still researching my claims. I’ve asked them to review specific recorded calls where my claims can be validated. I haven’t received a follow up after our last conversation on July 21, 2023.

Regards,

**** ******
Initial Complaint
Date:06/19/2023
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
One week ago I attempted to gain information on my home loan with Chase. After a long process of one hour on the phone, I was informed that my loan was charged off to PNC Bank back in March of this year. When I asked for documentation as proof of this action, I was told there is no documentation to be found. I called again within 48 hours to get information. Again I was told it sent to PNC Bank recovery for charged off loans. To be clear, I called PNC Bank twice in the same week. There is no record of Chase sending a charged off loan to them. I provided my demographic data as well. I am seeking assistance to help me find my charged off loan from Chase Home Loans. I have lived in my home since 1999. I owed about $3000 in unpaid escrow. I want to know where is the loan so that I can make payments on the charged off loan.
Business Response
Date: 06/30/2023

*******, ***** J <*****.j.*******@chase.com>
Thu, Jun 29, 3:20 PM (18 hours ago)
to [email protected]

Good afternoon:

We are still researching the customer’s complaint and request an additional 20 days to complete our research.

Thank you,

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

Team Manager | Executive Office – Letter Review Team – Card Services and Auto Finance / Student Loans| Chase |3415 Vision Drive | Columbus, Ohio | T: ###-###-#### | Email: *****.j.*******@chase.com

Business Response
Date: 07/03/2023
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
Date:06/16/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I paid my mortgage payment 1689.59 is asked for the payment to be credited back die to a payment was not being processed to my mortgage to avoid late fees and I'm also buying another home and they told me bit was going to take 30 to 45 days for the payment to be applied final a partial amount of 1664.59 was credited bank that's is 25.00 short they are refusing to give the money back which simple math is need my money back asap
Business Response
Date: 06/27/2023
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
Date:06/12/2023
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Chase Bank is charging me approximately $78.00 for what they consider a SUPOSSITION I MIGHT pay late on an escrow account for short payment on my property taxes. They have no right to do this. They are charging me $52.03 for 12 months for property taxes unpaid. But the true amount is approximately $494.00 still owed on my property taxes which comes to about $42.00/month. They have done nothing to correct their errors and I want the Federal Banking Commision notified of Chase Bank charging customers for what they SUPPOSE may happen in the future. I am going to pay my monthly mortgage of $499.29/month plus additional amount of approx. 42.00/month until they correct their errors. If they do not do this correction, I will personally inform the Federal Banking Commision of Chase's discrimination in overcharging their customers for what they SUPPOSE may happen.
Business Response
Date: 06/26/2023
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.

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JPMorgan Chase Bank, National Association is NOT a BBB Accredited Business.