Complaints

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

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• 

  JPMorgan Chase Bank, National Association

  3415 Vision Dr Columbus, OH 43219-6009

• 

  JPMorgan Chase Bank, National Association

  PO Box 182051 Columbus, OH 43218

• 

  JPMorgan Chase Bank, National Association

  Parent Company Headquarters 100 E Broad St Columbus, OH 43271

• 

  JPMorgan Chase Bank, National Association

  3415 Vision Drive Columbus, OH 43219-6009

• 

  Chase Home Finance Co.

  7333 Beechmont Ave Mt Washington, OH 45230

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:06/08/2023

  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 resolve a late payment fee I paid to Chase for my loan number **********. I have only received payment history from Chase when requesting information on this matter. There was an issue with my mortgage accelerator company called ******. Chase didn't inform them my rae had change and I was charged multiple late fees without proper notification. Calls were made to my home phone without leaving messages.

  I was home one day when chase called and notified of having short mortgage payments for over 6 month.

  On 1/4/20, I made my account up to date by paying 1952.00 which included late fees totaling 795.45 This late fee payment was made on 1/27/21. Later that year our mortgage was sold to ****** ********* ********* I was told we had no late fees associated with the account during the transition. We refinanced with **** mortgage in 2022. During closing we were charged again for the same 795.45 late fee.

  We contacted ****** ********* ******** for an explanation and was told that this issue came from Chase and to contact them. After numerous attempts to resolve this issue with Chase, I have no other option than to
  contact the BBB and seek resolution. I have been assessed the same late fee twice and am seeking a refund of the second repeated late fee. I have the supporting documentation but will need to email it to your organization if applicable.
  

  
  Sincerely,
  
  ***** ****

  Business Response

  Date: 06/26/2023

  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: 08/30/2023

  I received a non sufficient response back from Chase stating my account was closed without being assessed a late fee while the mortgage firm that took over my mortgage, ****** ********* ********, states the late fee came from Chase. I will be re-submitting the claim against both Chase and ****** ********* ******** to get this issue resolved. This has been going back and forth with both of these institutions for almost two years now.
  
  Sincerely,
  
  * ****
  

  
  

• Initial Complaint

  Date:06/08/2023

  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 got a letter from rocket mortgage telling me my loan got transfered to chase bank
  i want nothing to do with chase bank,,,i dont trust them and have cancelled my credit card with them do to poor service
  i have attempted to contact both rocket and chase and both told me they cant help me so here we are

  Business Response

  Date: 06/07/2023

  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:06/02/2023

  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.

  We received a corrected tax bill from our county in May 2023. This was a tax bill that needed to be paid by us [the homeowners]. I sent a message to Chase's escrow department explaining that we had received a corrected bill and that our escrow analysis needed to be updated. I calculated a $400.00 difference between their analysis and the actual tax liability. This is the second time I have asked Chase in writing to adjust our escrow tax liabilities. We were in the process of preparing the payment when we received a message from Chase on 6/2/2023. Chase stated that I, Jennifer Lisker, requested that Chase pay the corrected tax bill. Not once did I request this. I saved my secured message as proof. I asked Chase to update our escrow analysis to include the extra $400.00 dollars on our monthly payment. Chase ignored my email and instead paid our tax bill on 5/24/2023 and did not notify us until a week later. They then adjusted our mortgage to an incredibly high amount. We called the escrow and tax department to file a complaint. Both departments stated there was no "complaint" department. They offered zero solutions to their mistakes and we had to pay Chase the tax balance. We are tired of sending Chase explicit instructions and being ignored. It's like their admins don't even read the messages we are sending. We don't know which department made the error but the individuals need to be held accountable so that this does not happen again. We have had nothing but issues since our mortgage moved over to Chase. Our last service provider was very organized and did not jump to conclusions on their own. We are constantly having to waste our free time calling Chase to fix their mistakes. They need to get their house in order. We did not ask Chase to pay on our behalf. None of this should have happened. Our mortgage needs to be fixed immediately. We sent in the exact payment to clear our liability.

  Business Response

  Date: 06/28/2023

  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:05/31/2023

  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.

  On November of 2022 I started the application process through their “Life Events” department to refinance my home which allows its customers to remove the names of ex-spouses from a divorce while keeping your same finance terms in place. This department is a scam. First, I was originally told this would take 90 days to complete. Second, once I completed the application I received another packet to fill out by snail mail approximately 45 days later and was told to expect 180 days to close (by design, everything is done by snail mail and fax - no email, no phone contacts provided). Third, from there it took underwriting 5 months after submitting my application and numerous follow ups to contact me and request a list of items, this is only after getting an attorney involved. I made it a point to turnaround all documents (just under 1000 pages) in less than 24 hours so this could NOT be used as an excuse for their purposeful delays. I was then told to give them 2 weeks to review. After 4 weeks of not hearing from anyone, I had to have an attorney reach out to them again. From there I finally received another response, and of course they requested more documentation including duplicate items I already provided. It’s clear they have no intention of closing and allowing me to keep my original terms/interest rate. Meanwhile my ex through her attorney has filed a lawsuit on me to force me to patrician my home. Rest assured Chase will be named as a party to the ongoing litigation. Reference ****** ** *********** **** ****** ***** *** ** ***** ** ***** **** ***** **** ****** 
  
  For purposes of comparison, I contacted Chase’s “primary” refinance department to reference a side-by-side comparison, as predicted, I received a call back within SECONDS and was promissed a closing in 45 days or less. To date it's been 191 days since my application with the Life Events department with no closing in site. However, I can close in record time if I'm willing to refinance at 6-7%.

  Business Response

  Date: 07/24/2023

  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:05/30/2023

  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.

  I made payments early. There is no prepayment penalty on my loan. I am being charged interest that has not yet accrued on my account. Chase told me I am required to pay interest on the loan even if it has not accrued. This is a prepayment penalty. I would like Chase to recalculate my interest obligation based on the principal balance at the time of the payment not based on what appears to be an arbitrary amount. I should only be charged the amount of interest actually accrued at the time of the payment. The remainder should go to principle and escrow with escrow being predetermined. Chase has declined to make this change. Thank you for your help on this matter.

  Customer Answer

  Date: 06/09/2023

  ***** ****** <**************************>
  3:12 PM (1 hour ago)
  to disputeresolution
  
  Good afternoon, 
  
  Thank you for the email. My street address is **** ******** ****** ********* ** *****. I split my residence. The city of residence for this issue is Pinckney, MI.
  
  Thank you,
  
  ****

  Business Response

  Date: 06/21/2023

  From: *******, ***** J <*****.j.*******@chase.com>
  Sent: Tuesday, June 20, 2023 3:48 PM
  To: BBBNY Chase <[email protected]>
  Subject: ******, Anna BBB Complaint ID 20113463
  
   
  
  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: 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.

• Initial Complaint

  Date:05/24/2023

  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.

  When I purchased my home I specifically asked to have an escrow account that included my taxes and home insurance. J.P Chase purchased the loan and they didn’t include my Home insurance. I am still paying for the Escrow and they are asking me about the home insurance that is supposed to be paid from the Escrow account.
  I specifically requested to have the Home insurance and taxes included on my Escrow and they were included.
  I called the insurance company and the last year my home insurance was paid was from the last company that had my loan which was Quicken Loans.

  Business Response

  Date: 06/07/2023

  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:05/12/2023

  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 was told multiple times on multiple occasions by ****** *****, a Chase employee and the Home Lending Advisor assigned to me for the mortgage process, that I would be able to re-amortize the mortgage loan as often as I wanted and as many times as I wanted.

  The mortgage process began around 20 December 2022 and we closed on the new mortgage around 20 Jan 2023. The last time I spoke with ****** was around late April (he is not returning my calls or emails) where he stated there should be no issue with re-amortizintg the loan. This was after I had applied for the re-amortization and had been denied.

  Chase said the reason they denied was because the investor they chose does not allow re-amortizing of loans. I asked when this investor was chosen and why I was not informed they don't allow re-amortizing - I never heard back.

  
  The only reason I closed on this house before selling my old house was because I had been informed I could put the closing money toward the new mortgage at any point and then re-amortize.

  I never would have purchased the new home if I knew I couldn't re-amortize.

  Business Response

  Date: 05/19/2023

  From: ****, ******* <**********************>
  Date: Fri, May 19, 2023 at 4:41 PM
  Subject: *****, ***** BBB Complaint ID 20052524
  To: ********* ********** <c**********@centralohio.bbb.org>
  Cc: *******, ***** J <*****.j.*******@chase.com>
  
  
  Good afternoon:
  
   
  
  We are still researching the customer's complaint and request an additional 20 days to complete our research.
  
   
  
  Thank you,
  
  ******* ****| Team Lead - Chase Executive Office – Letter Resolution Team | Chase | **** ****** ****** ********* ****  ***** |Email: **********************
  
   

  Business Response

  Date: 05/22/2023

  We responded to our customer's concerns by letter on May 22,
  2023. 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: 06/06/2023

  ***** <*****ian.*****@gmail.com>
  8:54 AM (14 minutes ago)
  to disputeresolution
  
  I understand you have no authority over a government agency. That makes sense.
  
  Still, despite having no authority over a government agency, there seem to be a lot of avenues to pursue with Chase in order to find a resolution.
  
  The questions below deal directly with Chase - and not the government agency - and their choices in the matter.
  
  1) When was Ginni Mae chosen as the investor?
  2) Is there something in the policy that Chase can do to meet the GNMA requirements to re-cast the loan, but refuse to do so?  
  3) Can Chase select another investor, but refuses to do so?
  4) Did Chase knowingly, or negligently chose an investor that has a policy preventing re-casts on VA loans?
  
  V/R,
  
  *****

• Initial Complaint

  Date:05/08/2023

  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.

  We modified our mortgage with Chase Bank years ago. This modification was a very poor offer but by that time, we had no options. JP Morgan Chase has been reporting the status of our credit EVERY month as modified as if it were done that month. This results in dramatic decreases in our credit scores. This is not new, it is years old. I have called Chase, filed inquiries online, called each credit bureau, and written letters. To make it more challenging, their site asks for a message and will not allow me to type more than one letter. I have written statements and attached them but apparently, they don't read the attachments. This is very frustrating. I did get a response that they researched and found that it was a modification (this I agree with) and that it would be listed as that for the life of the loan (49 years!!!) I agree that it was modified but it is being reported as if we executed the modification EVERY month.
  Please find attached the documents I have shared with them to no resolution. My husband and I have battled this for months. Countless hours on the phone and in communication with no resolution. We would like both of our credit reports corrected on all platforms and some corrections so this version of the modification is reported correctly with the accurate date.
  ****** *** **** ********

  Business Response

  Date: 05/18/2023

  We responded to our customer's concerns by letter on May 18,
  2023. 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:04/15/2023

  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 applied for a Mortgage Assumption on 6/2/2022 to remove my ex's name from my existing good standing, never paid late, mortgage. I was originally told it would be a 70-90 day process. Over 300 days later, and I still have no resolution despite numerous requests to Chase for a way to get this application status resolved. I have been consistently requested for either additional documentation and/or updated information due to previous documents expiring because their process is dragging on to which I have quickly provided all that has been asked for. Repeated phone calls result in being told that the department is extremely behind and/or inundated and/or short staffed if indeed the calls get returned, as many do not. No one is able to provide me with any reasonable expectation of how to get this resolved.

  Business Response

  Date: 05/01/2023

  We responded to our customer's concerns by letter on 05/01/2023. 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:04/11/2023

  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 promised $5000 closing within 21 days I purchased my new house after the offer was excepted. It took 90 days to close. My offer for the house was excepted in April 2022 I close August 8 of 2022.

  Business Response

  Date: 04/19/2023

  We
  responded to our customer by phone on April 19, 2023. Our customer is free to
  share our response with you.