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:04/10/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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've been a client of Chase bank for more than a decade. When purchasing a new home in South Carolina, I didn't even shop the rate, it was a no brainer to use chase, even though there are no locations near my new location. My closing date should be this Friday, 4/14. I am submitting this today, 4/10.
  
  There has been some issue at chase where they believe the house I am buying contains additional dwelling units. My two primary contacts with Chase, ******* ****** and ****** ******, are unresponsive via phone, and I am trying to resolve the issue. IF it were true that the new home had multiple dwelling units, its unacceptable to decide that they cannot proceed with funding this late into the closing process. They have had all the details for the home for 6 weeks now.
  
  The home, simply put, does not have multiple dwellings. There is a barn that does not have running water, septic, or separate HVAC, etc. I cannot reach ******** ******, or their supervisors, and have been attempting to talk to someone on the phone for the past four days. Email correspondence attached. AT Minimum, the delivery of this information, at this time, should have been handled differently, AT BEST, we need to be working to resolve this paperwork issue, and move forward with the loan.

  Business Response

  Date: 04/18/2023

  We responded
  to our customer's concerns by phone on April 12, 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: 04/27/2023

  BBB called the consumer using an automated calling system.  The consumer replied with a text message  with the number 1 indicating that their complaint was resolved and could be closed

  
  

• Initial Complaint

  Date:04/01/2023

  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.

  Chase Insurance Claim is holding my insurance fire claim funds in an escrow account in order to rebuild my home that was completely lost to a fire. I have submitted all required documentation necessary that has been confirmed over the phone by a representative and I have officially requested an inspection from Chase in order to receive progress completion funds and continue to rebuild, but Chase still has not provided an inspection within the time frame their policy states will be provided. I have called Chase and spoken directly with their representatives over the phone and they have confirmed they have what they need for the inspection, but they are still unable to provide an inspector to come out and perform an inspection. The only action they claim they are able to perform on their side to remedy the problem is to have their back office contact an inspector directly to follow up on them scheduling an inspection. It is now 2 days past the timeframe I was given for their back office to follow up on an inspection and after calling Chase directly again, all they are able to do is put in another request for followup. If I cannot get an inspector to come out asap then we are going to lose our scheduled subcontractors and not be able to complete our home rebuild within the timeframe our insurance has given us for temporary living expenses. I have tried contacting multiple departments and supervisors at Chase to get a resolution, but no one will respond to my requests for assistance within Chase. I need the assistance of the BBB to help facilitate a resolution.

  Business Response

  Date: 04/13/2023

  We
  spoke with our customer by phone on April 12, 2023, and provided the details of
  our resolution. Our customer is free to share our response with you. 

• Initial Complaint

  Date:03/31/2023

  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.

  I applied for a Chase mortgage and was provided with pre-approval prior to putting an offer in on a home. I had also started the underwriting process prior to putting an offer in on a home. Once my offer was accepted, Chase moved forward with my loan and provided conditional approval. During the process, I was instructed by Chase to obtain a lease for my former residence and that I could lease the property to a family member. I provided them with everything as asked. Then, the day after contingencies were required to be removed, I was told the lease was not acceptable and my loan was denied. We had to cancel escrow and lost the home. Chase charged us to process the loan and despite their admitted internal mistakes, they have not made an attempt to make us whole for our expenses or losses. Working with Chase was a very disappointing experience that left me, my wife, my two elementary age children devastated. My kids can now not attend the school in this area that would be so beneficial for their needs. I can in no way recommend that any borrower work with Chase on their financing needs.

  Business Response

  Date: 04/17/2023

  We responded to our customer's concerns by letter on 04/17/2023. 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:03/27/2023

  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.

  Chase Bank Claims department is responsible for holding Insurance Claim Check Money in escrow as home repairs are completed. We had a fire in our home in September 2022 and our insurance company has provided funds for the repairs that had to be deposited with Chase, because they are our mortgage company. Their process is that inspections are completed during repairs in order to release more of the insurance funds. I have followed the process and inspections have been completed and yet Chase has refused to release the funds. There is an issue with getting the latest inspection report from their third party vendor ***, and because of that they are refusing to release the money. The work has now stopped on our home and we are experiencing delays because no one at Chase will authorize the release of the funds. They are not getting a response from ***, but no one seems to know who to call. The inspection was requested on March 3rd, it was not completed until March 18th (even though it is supposed to be completed within a few days) and now the inspection report is not loaded into Chase's system. I have asked them to release funds while they wait and they are denying my request. This is not my error, I have followed the process, and yet they are holding onto over $100K in funds from my insurance company. This is unacceptable. I have called Chase every single day for a week and there is no resolution.

  Business Response

  Date: 04/04/2023

  We
  spoke with our customer by phone on April 4, 2023, and provided the details of
  our resolution. Our customer is free to share our response with you. 

• Initial Complaint

  Date:03/20/2023

  Type:Customer Service Issues
  Status:

  ResolvedMore 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.

  They locked my acount and stole my money

  Customer Answer

  Date: 03/22/2023

  
  ---------- Forwarded message ---------
  From: ******* ****** <************************>
  Date: Wed, Mar 22, 2023 at 10:33 AM
  Subject: Re: You have a new message from the BBB of Central Ohio in regards to your complaint #19626781.
  To: Better Business Bureau <[email protected]>
  
  
  Cancel dispute 
  

  
  

• Initial Complaint

  Date:03/17/2023

  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 monthly mortgage payments to Chase are automatically withdrawn from my checking account evwery month. In February 2023 my $547.65 payment was withdrawn. On the 8th of February 2023 I mailed a check to Chase for $1000, not a scheduled payment. Along with the check I sent a letter explaining that I want that money to go to principal. I am enclosing the statements, Chase applied the $1000 towards another payment and kept the balance of the $1000. At this point I want my $1000 re-imbursed back to me. Chase has managed to **** me off, they are not listining to the customer.

  Business Response

  Date: 03/22/2023

  We responded to our customer's concerns by letter on March 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.

• Initial Complaint

  Date:03/02/2023

  Type:Billing Issues
  Status:

  ResolvedMore 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 took out of my escrow account on Jun 7th. '22 a delinquent tax payment of $10,558.32 + penalty fee of $1,084.44. However i never owed this amount of tax. All my tax bills was below $2,200 which were all paid. Im running after them for 6 month and i still didnt got this funds refunded. I had to take a personal loan to cover this amount and this is causing me stress and health issues.

  Business Response

  Date: 03/17/2023

  We responded to their
  concern in writing with our letter dated March 17, 2023. To protect their privacy, we are unable to give you a copy of the letter. They may choose to share the response with you. 

  Customer Answer

  Date: 03/19/2023

  [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

  Date:03/02/2023

  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.

  Call chase customer service on 2/28/23 because my mortgage payment is going to be raised from $1478.92 to $1501.89 effective 4/1/23 which did not make sense to me since they I did not have an escrow shortage and they enclosed a check for #1,259.57. The customer rep on the phone explained all I have to do was go to Chase bank redeposit the check to my escrow account and request and out of cycle escrow analysis to have my payment adjusted since I do not have a shortage of escrow funds. I redeposited the funds but at the band they stated they could not do the out of cycle escrow analysis that I would have to call Chase. All I am getting is the run around with Chase. I called Chase and the next Chase rep had a different story and stated that the only way to reduce my monthly payment is to either lower my taxes or lower my house insurance. I believe that is incorrect because I had more than enough money in my escrow account to cover 2023 increase and all they needed to do was use that money, That is why I put extra money in my escrow account. Who in there right mind wants there monthly mortgage payment to go up every year if they can control it. Chase should be customer orientated but they are not. I would be more happy if they would just sell my home loan to another bank versus doing any more business with them since they are not customer orientated and this would prevent my mortgage going up every year. It's easier for me to put money in my escrow account and keep my monthly payment at what it is versus it continuously going up.

  Business Response

  Date: 03/09/2023

  We
  spoke with our customer by phone on March 9, 2023, and provided the details of
  our resolution. Our customer is free to share our response with you. 

  Customer Answer

  Date: 03/15/2023

  
  
  
  I did not receive a letter from Chase in reference to my complaint, what I received was a message on my cell phone that I had to listen to over and over to ensure I transcribed it correctly. Below is what was left on my cell phone
  
  **** ******** from Chase Executive Office stated the following
  
  I did go back and request a new analysis be ran for you and that was denied and per the analysis trial plan. The $1501.89 is the new payment amount with the surplus of $1259.57 we are unable to have the payment go back to the $1478.92, the increase in the payment was due to tax increase from $4126.31 to $4764.42 and we are required to collect one twelfth of the insurance and the taxes monthly so that is why your payment increased. We did request to have the surplus sent back to you since we were unable to do the additional escrow analysis for 1478.92.  Keep in mind that any time there is a surplus after an escrow analysis is ran if it’s over $50 those monies will be returned back to you, if under $50 it will be put back into your escrow account. This is the resolution to your concern in our office, we are unable to put your payment back to where it was as there was an increase in your payment due to the tax increase. Even if you send in additional funds for your escrow, your payment can still increase because we are only allowed to keep so much in your escrow account. You can keep putting it in your escrow account but after we run the escrow analysis if it’s over $50 we will return it to you.
  
  I disagree with this, it makes no sense in having an escrow account where you can add money to your account if they are not going to use it for what it is intended for such as paying taxes and insurance to keep your monthly mortgage payment from rising needlessly.  Chase must be using an antiquated system that does not allow modern current ways of doing things. I know that change is a difficult thing but being stuck in old ways and never changing or refusing to change is not good for business.
  
  My escrow account had over $1200 surplus, more than enough to cover the $22.97 per month  monthly mortgage payment increase and leave the rest in the account to cover any other tax increases. But they prefer to try and use the verbiage that they must collect one twelfth of insurance and taxes which is fine but that does not prevent the homeowner from having surplus in the escrow account to cover his or her taxes and insurance otherwise the mortgage company website would not allow you to be able to add money to this account. This feature would be grey out and the user would not have access.
  
  At this point I am sure that Chase can afford to lose this one customer and sell my home mortgage to another bank that Chase has no affiliations with, collaborations with  or  association with.
  
  Thank You
  
  **** *****

• Initial Complaint

  Date:02/08/2023

  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.

  My primary mortgage was taking over by Chase bank in Q1 2021 from Guaranteed Rate.

  I have three accounts with Chase, two credit cards and a mortgage that are currently linked. I have excellent credit history with Chase and other financial institutions and in January had made payments for the two credit cards held with Chase without issue.

  In Jan 2023, I failed to effectuate the online payment for my mortgage account despite having made the payments for the two credit cards. The mortgage payment was caught up on Feb 7, 2023 when I went into my account to pay for the current month and realized that January's payment had not been received. They stated that they attempted to call me multiple times however, I never received any calls, voicemails or SMS on my phone. They stated they sent emails on Jan 21 and 27th, however these were not labeled with high importance and were diverted to a junk email folder and were not received in a timely manner.

  I have asked for a credit amendment based on my credit history and account standing which they denied as this two day gap (due to the fact that they report the late payments to the credit bureau on the 5th of each month) will significantly impact my credit history for several years to come.

  Meanwhile the issue has been solved (Chase received its payment and my accounts are in good standing).

  Chase has been inflexible and obtuse regarding my case and consideration of the fact that I need to apply for a future loan for essential home improvements and I fear this one missed payment will impact that possibility.

  Business Response

  Date: 02/15/2023

  We
  responded to our customer by phone on February 15, 2023. Our customer is free
  to share our response with you.

  Customer Answer

  Date: 02/15/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  
  
  Complaint: 19366998
  
  
  
  I am rejecting this response because I believe the notification process by the department in question at Chase bank was flawed.  Chase has confirmed that is will not make further amendment to my credit report.  
  
  
  
  Regards,
  
  
  
  ***** ********

• Initial Complaint

  Date:02/08/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  Mortgage was purchased and transferred to JP Morgan Chase last month to which we received a letter informing us of the move and no further instructions. The letter explained the transfer was to take place on Feb 1st, 2023 and gave what our mortgage loan number would be.
  A second very similar letter came about a week later that explained the same information earlier but gave the link to make payments and that we would be able to make our payment up to Feb 9th but may not have access to an account until sometime in between those dates. No instructions or clarification on how this first payment would actually be made. Feb 6th I was able to set up an online account with the loan number to set up accounts to link and auto pay. I scheduled what I thought was my first payment, again with no instructions on if autopay was enabled for the first month or if it was required to be a manual payment. On Feb 8th, Chase processed both my manual payment and an autopayment that over drafted my account by a significant margin. I immediately called customer service and they set up a refund work order but that money is not supposed to return to my overdrawn account for 3 to 5 days which is now my responsibility to fix for their mistake in lack of sufficient communication. The emails and letters were so vague in instructions and I was expected to resolve any issue in only 9 days before my mortgage payment was considered late.

  Business Response

  Date: 02/10/2023

  We
  responded to our customer by phone on February 10, 2023. Our customer is free
  to share our response with you.

  Customer Answer

  Date: 02/15/2023

  Instructions were still vague in my opinion and their system could be set up to be more user friendly.  Owning a house should not cause anxiety because of someone else's decision.

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