Business Profile

Mortgage Lenders

JPMorgan Chase Bank, National Association

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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.

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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:02/02/2023
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 12/21/22, I contacted Chase Home Finance, as the recorded message indicated that my mortgage payment increased by < $300. In speaking with a Cust Svc Rep, who confirmed that County taxes and Homeowner's Insurance caused the increase, but that I had the option to contact my carrier t request my premium be reduced. Allstate completed the same on /about 1/4/23. On 1/17/23, a female representative confirmed that my payments would be $1399.28/month, and that she would contact me on/by Friday 1/20/23, once she made the proper adjustments, so that I could make a balance due payment in the amount of $267 for October, November and December 2023 payments, as I had made payments for those months in January 2023 @ $1310.00, each. the rep did not call me back and I spoke with another Manager on 1/25/23, who AGAIN confirmed that my new mortgage payments based on my premium change would be $1399.28/month, and that HE would correct the error he stated was made by the rep I spoke with on 1/17/23, so that my payments for September - December 2023, would be due at the $1399.28; which would total $367 to zero out my mortgage payment balance for the year 2023. ANOTHER rep called on 1/25/23 and contradicted what 3 other reps; 2 being MANAGERS had guaranteed. I have been a Chase customer for 20 years now and realize that they are a predatory lender, and for the past 3 years, my mortgage has been paid a MINIMUM of 5 months HAEAD of time. I simply request that the balance due for 2023 total the $367 promised by 2 other Managers. I am currently holding $367 + an additional $1400, so that I can begin paying my mortgage into 2024
Business Response
Date: 02/16/2023
We
responded to our customer by phone on February 16, 2023. Our customer is free to
share our response with you.
Initial Complaint
Date:02/01/2023
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 bank has placed a "forced placed insurance coverage" on my current mortgage in spite of already having provided mortgage information on this loan. This insurance coverage is more than 3x what I'm currently paying to California Fair Plan. My hands are tied because I'm forcibly paying for this double insurance coverage and although I have informed Chase about this - nothing has been done. We are in our mid-80's and live on a very tight, fixed income.

Chase Mortgage Loan Number: *********
CALIFORNIA FAIR PLAN POLICY NUMBERS: *******, *******, *******.
CHASE LOAN NUMBER: *********

PROPERTY ADDRESSES (it is one 7-unit building with bungalow type apartments located on a V-shaped intersection that have individual addresses):

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

CUSTOMER CONTACT INFORMATION:
**** and Carmen *******
**** **** ***** ******** ******** ********** ***** ###-###-####
****************************
Business Response
Date: 02/10/2023
From: ****, ******* <**********************>
Date: Thu, Feb 9, 2023 at 4:19 PM
Subject: *******, **** BBB Complaint ID 18966069
To: ******************************* <*******************************>
Cc: *******, ***** J <*************************>

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 | 3415 Vision Drive| Columbus, Ohio 43219 |Email: **********************

This message is confidential and subject to terms at: **************** including on confidential, privileged or legal entity information, malicious content and monitoring of electronic messages. If you are not the intended recipient, please delete this message and notify the sender immediately. Any unauthorized use is strictly prohibited.
Business Response
Date: 03/03/2023
We responded to our customer’s
concerns in our letter dated March 3, 2023. We understand that our customer
is not satisfied with our response, but without new information to review, our
decision will not change.
Initial Complaint
Date:01/25/2023
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.
I have for the last six months made partial payments on my mortgage. All of a sudden my partial payments start going to the principal rather than paying the monthly balance. Then the option for any kind of partial payment disappears. I have spent countless hours on the phone with customer service both IT support and mortgage... they have wasted enough of our time transferring us back and forth from one department to the other. Please give us a resolution.

If this issue isn't resolved I will be filing a complaint with the Department of Justice as well as a complaint with the state for your unethical practices.
Business Response
Date: 02/02/2023
We
responded to our customer by phone on February 2, 2023. Our customer is free to
share our response with you.
Customer Answer
Date: 02/03/2023
[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:01/24/2023
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.
Since I refinanced my home less than one year ago with chase my credit score has dropped 80 points and nobody at the bank can explain why. My financial situation is unchanged from a year ago, but my credit score has dropped from near 790 to 700. The first day of the loan it dropped 29 points. I feel, according to information from my app, that my mortgage and car loan are listed as revolving debt versus collateral debt, and that because it's being reported incorrectly that's why my credit score has dropped like it has. The very first month, Chase says there's a issue as to why I'm not paying the principal balance on the house loan fast enough. Its a 360 month loan, I've always paid exactly what they tell me to pay and it's paid on time since this loan started. How can they penalize you for not paying more principal when you are paying the amount given to you by them on the note every month? I feel it started when this debt is not reported correctly and for no other reason my score has dropped, especially since I pay what I'm told to pay. This can't be correct or fair and please advise Chase of this since I can't get anywhere with them.
Business Response
Date: 01/31/2023
We
responded to our customer by phone on January 31, 2023. Our customer is free to
share our response with you.
Initial Complaint
Date:01/23/2023
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 a Chase mortgage customer for approximately 5 years. Last year, Chase failed to timely pay my property taxes using the funds in my equity account, which is designated for that purpose. As a result, the state issued a tax delinquency for approximately $300. I did not receive this letter as I do not reside at the property in question. The bank is responsible for paying the property taxes on this mortgage, but their failure to do so caused the delinquency to increase to $3,000. I believe that Chase should be held responsible for paying this increase and not charging me for it as it is their negligence that caused the increase in the first place. It is not fair for me to be held responsible for delinquent taxes that were caused by their failure to pay on time.
Business Response
Date: 01/31/2023
We
responded to our customer by phone on January 31, 2023. Our customer is free to
share our response with you.
Customer Answer
Date: 01/31/2023
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 18876829

I am rejecting this response because:
they are still arguing they have not faild paying on time my property tqxes, which is the issue here, so I will use an attorney to sue then instead, happy day MF! :}

Regards,

****** ******
Initial Complaint
Date:01/16/2023
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 have all the emails since july of last year where tey have taken money for escrow never applied to insurance.they keep xferring me to mortage land i told them im tired of being lied to and loan dept they say my policy 1650 for a year then they say i dont have ins, i said can you give menum to corporate office told they dont have one. i told them i was contacting you to get an answer. very poor business. seems like no one knows whats going on. i can foward all the email. i dont know how to get my phone record since last year
Business Response
Date: 01/23/2023
We
spoke with our customer by phone on January 23, 2023, and provided the details
of our resolution. Our customer is free to share our response with you.
Customer Answer
Date: 01/24/2023
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 18822663

I am rejecting this response because:

Regards,

******* *******. ***** called me while I was driving we never discussed anything. I told him I would call him back when I got home he said he will be in office until 5 . I called back it went to voicemail I left message. I called again this morning got voicemail again left message to call back. I can send my phone records to show how many times I have called
Initial Complaint
Date:01/15/2023
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 made my home mortgage payment on 12/28/2023 and received an email that my payment was pending . On that Friday 12/30/2023 I received an email stating my payment was “received” and applied to my account. On 1/4/2023 I received a credit alert that my my payment was 30 days late from identity iq. I realized my payment was reversed as after I received notification my payment was received I transferred money from that account. However only the late fee of $29 had been collected. My issue is this bank is contacting me via email as I am on paperless billing and providing false information . If my payment is not received it is not right to correspond to me that it is and mess up my credit with a 30 day late . A receipt should be an accurate method . I have no other company I do business with that sends me a receipt confirmation only to turn around and say well that’s not really a receipt . I would like the 30 day late removed as I have made the payment and this bank needs to review this practice.
Business Response
Date: 01/19/2023
We responded to our customer by phone on January 19, 2023. Our customer is free to share our response with you.
Initial Complaint
Date:01/07/2023
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.
In Feb of 2022, I started working with ******* ***** (NMLS ID *******) in regards to a home loan for purchasing a new home. Throughout the process, my wife and I were met with poor communication, constant requests for the same documents (paystubs) and overall ineptitude by Chase Bank and *****.

On March 29th, we were set to close on our new home after all was finally said and done. My wife and I had already sold our current home with this expectation that we'd have our new home. On Monday, March 28th, 2022 ***** called and informed me that Chase will not be using one of my part time jobs because I had not been there consistently for 2 years. Chase knew this info back in Feb. ***** also told us that we could not use the sale of our home as collateral. *****'s manager had to step in and correct him. However, ***** *** **. told us that they could no longer get the deal done by closing date. My realtor contacted the sellers of the home and the sellers said they would not wait until after April 1st. So we were screwed.

Thankfully, another lender stepped in and got the job done and done right. However, Chase Bank refused to give me back my $500 "Good Faith" deposit because they said I backed out of the contract. While that is technically true, Chase agreed to have the sale done by March 29th, and failed. When I told ***** that the sellers would not wait, he said there was nothing they could do. So we were stuck with either losing our current home, which was guaranteed since it was sold already, (and losing the home we wanted to purchase), and being homeless, or finding a new lender to get the job done. We found a new lender. I asked Chase for my money back and they said no. We had no choice but to find a new lender and Chase even stated they could not get the job done in time. I want my money back.
Business Response
Date: 01/18/2023
We responded
to our customer's concerns by phone on January 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: 01/19/2023
Chase Bank contacted me and told me they were doing nothing to resolve my issue because they feel they did "not drop the ball" as I accused them of. I was told that they can go all the way up to the day of closing and rest in the offer. I told him that was not acceptable and that I don't agree. They told me that they do not believe they had misinformation or miscommunication, I also disagreed as I told them there were numerous emails that were not responded to and I even had to call and tell everyone to get on the same page. I was then told that the pay stubs we provided were out of date, which is heinously inaccurate. The complaint was that the pay stubs could not be accepted because they were reported to be coming from the village of ***** **** (as titled on the paystub), however my wife's job was at the health department, which is within the village of ***** ****. Her paychecks were simply labeled the village of ***** **** instead of the health department. There was no issue with out of date pay stubs being received. So that's a lie from Chase. I explained to the person that it is not acceptable until a homeowner that they can no longer accept the deal that was made by Chase the day before closing because that puts homeowners, especially those that have already sold their current house, in our case, in a very tight bind. The gentleman told me that's up to underwriting and basically just passed the buck.

I believe Chase had all the evidence that they needed to make an accurate decision prior to all this drama, prior to asking for a $500 "good faith" deposit, and definitely prior to the day before closing. This decision could have been made months in advance when it was initially reported to them. They waited till the last day to say they weren't going to accept a part-time job of mine. That is complete crap and poor business practice.

I spoke with *******. ###-###-#### Ext *********

Thank you,
******** ******
Initial Complaint
Date:01/05/2023
Type:Order 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.
Applied for Mortgage Assumption on September 20, 2022 and was informed by Chase that the process would take 120 days. Legal documents were drawn up in a divorce reflecting the 120 time frame. Application and subsequent information requests were completed received in full by Chase on October 28, 2022 as stated by Chase representatives. Follow up with Chase in early December 2022 revealed that they would not have any advice on the application for 180 days (six months). I was informed in conversations with Chase representatives in early January, after pressing for an expedited review, that the Mortgage Assumptions Team has been sitting on all my supporting documents and Application since the end of October, and only now, after pressing them did they forward the documents to Underwriting for approval on Thursday January 5, 2023, a 68 day delay. The legal documents that were drawn, based on input from Chase, now put me in jeopardy of losing my home.
Business Response
Date: 01/17/2023
We
responded to our customer’s concerns in our phone call on January 17, 2023. 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: 01/19/2023
Chase has not provided any reasons or rationale for their negligence in sitting on my completed documentation rather than forwarding it for approval. After promising a 120 day decision, they now have delayed to 180 days, without any rationale. They have been grossly negligent with my application, and are not doing anything at all to remedy.

Regards,

****** *****
Initial Complaint
Date:12/31/2022
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.
In November 2022, I somehow forgot to submit my Mortgage payment. I have not missed a payment on any bill in over 15 years. On December 9th, I received a notice from Experian Credit Monitoring that a late payment was reported to my account. This notice from Experian was the only communication I received about this November payment. The moment I received it, I made the payment and contacted Chase about them reporting this late payment to the CB. I was told they would do nothing about it, however, I also work for a large bank. I am well aware that based on the FCRA, Chase needs to communicate with me that I have a missing payment, before reporting it to the Credit Bureaus. I have supplied Chase my phone number, address, email address, SSN, and any other means necessary to contact me. I have their app, which include secure messaging. During no time between my missed November 1 payment and December 9th when I got the notice from Experian, did Chase attempt to contact me to notify me that I missed a payment. The payment was made the minute I found out about it. I requested to have this removed from my credit report, and they told me no. This is not valid credit reporting, as there is a violation of my fair credit reporting rights due to a lack of effort on Chase to collect this debt before reporting it as delinquent. I would like this removed from my credit report, for all 3 reporting agencies. I also plan to file a complaint with the CFPB to ensure Chase cannot unfairly treat other customers. I care about my credit, I just wish my bank would too.
Business Response
Date: 01/12/2023
****, *******
4:16 PM (11 minutes ago)
to me, *****

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 | **** ****** ****** ********* **** 43219 |Email: *******.****@chase.com

This message is confidential and subject to terms at: **************** including on confidential, privileged or legal entity information, malicious content and monitoring of electronic messages. If you are not the intended recipient, please delete this message and notify the sender immediately. Any unauthorized use is strictly prohibited.
Business Response
Date: 01/23/2023
We
responded to our customer's concerns in our letter dated January 23, 2023. To protect our customer's privacy, we are
not providing you with a copy of our letter. Our customer may use their discretion in sharing our response directly with
you.

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Complaints

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JPMorgan Chase Bank, National Association

JPMorgan Chase Bank, National Association

JPMorgan Chase Bank, National Association

Chase Home Finance LLC

Chase Home Finance, LLC (Mortgage Products and Services)

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