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

• 

  Chase Home Finance

  10151 Deerwood Park Blvd Jacksonville, FL 32256

• 

  Chase Home Finance

  Winston-Salem, NC 27104

• 

  Chase Home Finance, LLC (Mortgage Products and Services)

  PO Box 977122 Miami, FL 33197

• 

  Chase Home Finance, LLC (Mortgage Products and Services)

  1122 Quail Roost Drive Miami, FL 33157

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:12/30/2022

  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.

  Chase purchased my mortgage. Chase determined that I am $5,200 in a "shortfall" on my escrow and increased my mortgage from $2,200 to $2,900+. Chase's front line service reps would consistently tell me that the numbers did not make sense through November, and would have to call me back. They hardly ever did. Their analysis said "What we expected to pay:$0". PW: ********
  
  Then, when the front-line rep could not resolve the numbers, he asked to "shut my case" because it was open too long and that looked bad for them. I told him no (because he understood case), and asked for a supervisor to call me. "***" was supposed to call me at scheduled times. He did not. He finally called me at 6:30 p.m. on a Friday. After two attempts by me to reach him, he called again at 8:00 p.m. Each and every time I called during December, they had no supervisors available and would schedule times to call me (which I blocked my calendar). They never called.
  
  Finally, "******" called. Her only explanation for a $5,200 was that it was an "aggregate calculation." She refused to explain why a shortfall existed for 45 minutes, and then finally indicated that the prior mortgage provider (which Chase purchased my mortgage from) did not "account for" a December tax payment when taxes were due in July or December. No further explanation. When I attempted to indicate that, even assuming that was true, 1/2 of an annual taxes would be in the $2,000 - $3,000 range, at most. She would not spend any further time explaining why the numbers were short or did not line up. She essentially told me "aggregate calculation" and "you just have to pay it." She also explained that I have no choice to switch providers.
  
  The powers that these mortgage companies have to simply say "shut up and pay" is incredible. They offer no explanation as to why a mortgage would increase by 33%. At best, Chase (or is predecessor) was negligent. At worst, they are double-charging me for taxes to about $2,600 - $5,200.

  Business Response

  Date: 01/12/2023

  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: 01/17/2023

  We responded to our
  customer's concerns in our letter dated January 17, 2023. To protect our customer's privacy, we are not providing you
  with a copy of our letter/any details of our conversation. Our customer may use their discretion in sharing our
  response directly with you.

• Initial Complaint

  Date:12/28/2022

  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.

  Chase has been forcing me to make double payments on my mortgage. If I don’t make the double payments they ding my credit report. I have spent months working with their executive team members and through Experian without resolution.
  
  Mortgage initiated July 2022
  Monthly payment due $2475.28
  Total owed from July - Dec is $14,851.68
  
  Payments that have been made:
  July 1 $5275.28
  Aug 1 $5275.28
  Sept 1 $5275.28
  Oct 5 $2475.28
  Oct 5 $2475.28
  Oct 5 $2475.28
  Oct 18 $2475.28
  Oct 28 $2475.28
  Nov 3 $2475.28
  Nov 28 $2475.28
  Dec 9 $2475.28
  TOTAL PAID: $34,653.92
  
  On September 26th the issue was supposed to be resolved and they credited me $10,550.56.
  
  However, this issue was not resolved.
  
  Chase is stating they refunded me three of the October 5th payments. Those refunds have never been received.
  
  I have been fined twice for late payments for October and December and have a 60 day late payment ding on my credit report for October.
  
  Lastly, my mortgage principal is not going down even with the extra payments.
  
  What needs to happen to resolve the situation is:
  1. They need to discover what is going on in their system to prevent this from reoccurring.
  2. I need the negative ding on my credit report for October removed.
  3. I need to be refunded the two $81 late fees
  4. I need a refund of $9,251.68
  $34,653.92 (total paid) - $10,550.56 (Sept 26th credit received) - 14,851.68 (July-Dec payments due) = $9,251.68
  5. My mortgage principal needs to be adjusted accordingly

  Business Response

  Date: 01/06/2023

  We responded to our customer's concerns by letter on January 6, 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:12/15/2022

  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.

  I originally applied for a Home Loan with Chase back in 2021, I had to put down $1232 for a .50% long term rate lock deposit. Since I was buying a home through Rockford the loan expired ( the home took a little longer to build then the rate lock) which expired in Nov 2021. I was advised to wait 30 days then they would reapply (which I did), and finally closed the home in April 2022.
  
  The issue was the $1232 deposit was never returned, I left several voicemails and emails over the months with Amy Pinney ([email protected]) my home loan Advisor. She has only texted me stating that they are working on it (I still have the test).
  
  In the email's, I have also copied in her Manager **** ******** (*************************), I even left him two voicemails with not return call or even email.
  
  Since this has gone on over 8 months I believe I gave enough time before filing a complaint. I would like my $1232 deposit back .

  Business Response

  Date: 12/30/2022

  We responded to our customer’s concerns in our phone
  call on December 30,
  2022. 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.

• Initial Complaint

  Date:12/05/2022

  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.

  ISSUE
  Closing on a mortgage
  
  *** Please see full timeline attached
  
  ? 08/01/2022 - I got the first pre approval which was for the wrong amount (incorrect List Price and Loan Amount.
  ? 08/30/2022 - I received an email from ** ****** stating that I have been CONDITIONALLY APPROVED BY *****. ** ****** then asks for more information verifying work history and finances, as well as letting me know that I need to buy insurance.
  ? 09/02/2022 - ***** provides me my MORTGAGE COMMITMENT LETTER via the ***** Home Portal, dated 09/01/2022. Please Note: The Commitment Letter only mentions “Recognition Agreement” and “Lock in Agreement” At this point, I finally had the letter that I needed in order to submit my Co-op Board Application.
  ? ***09/07/2022 - Via Text, ** ********* says that the loan is APPROVED BY *****. At this point, I still have no knowledge of ***** wanting to package an sell my loan to ****** *** or ******* ***
  ? 10/04/2022 - It was not until 10/04/2022, 2 months into the process, that ** ********* decided to tell me that my Loan was being shipped off to ****** *** as I was ineligible for ******* *** due to the optional termination clause on the lease hold due to a non-monetary default. I was advised I needed a Tri-Party agreement to lock in a closing date.
  ? 10/04/2022 - Both ******* ****** and myself tried to convince the Co-op to sign the Tri-Party Agreement. Reps from the coop advised me that the signing of this document in order to get a closing date was never standard practice. The co-op I applied to even had previous loans with ***** that require no such agreement.
  ? 10/05/2022-10/11/2022 - After a full week of ***** Reps and Attorneys trying to bully the Co-op into signing the Tri-Party Agreement, the loan had officially fallen though.
  ? 10/11/2022 - I received a “Statement of Credit Denial” (The letter stated I had a 752 at the time) stating my denial reasons as…
  ? “*Value type place or condition of collateral insufficient or
  ? Unacceptable”

  Business Response

  Date: 12/13/2022

  We
  spoke with our customer by phone on December 13, 2022, and provided the details
  of our resolution. Our customer is free to share our response with you. 

• Initial Complaint

  Date:11/30/2022

  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 need your help, please. I am writing to request a refund of the $500 deposit for a loan that was not honored by Chase (transaction occurred 10/07/2022). I have tried to resolve this at the Chase Executive Office level (case #*********-*****) and my request for a refund was denied.
  
  I fully intended to use Chase for the mortgage for my condo. However, due to Chase not honoring my initial loan estimate, I was forced to look elsewhere and secure a mortgage with another company. In doing so, I almost lost the property and my Earnest Money Deposit. The loan that Chase initially offered me was an agency loan, and one that I agreed to proceed with. However, this was rescinded in place of a non-agency, portfolio loan at a much higher cost to myself.
  
  One of Chase's business principles is exceptional client service. The focus is to be on the customer, being the customer's advocate, and "never allow short-term profit considerations to get in the way of doing what’s right for the customer." This was absolutely not the case in my experience. The Chase employees on my home mortgage team were more focused on what was good for Chase and not for me. They made no effort to try and get back to an agency loan and continued to push the non-agency one, despite my complaints. When documentation was provided that the condo was in fact capable of an agency loan, they said that it would not be honored until over 1 month after my initial closing date- and that I would have to pay to extend my initial rate to this date. I was therefore forced to withdraw my application in order to secure a loan with another mortgage company, for fear of losing the property and my EMD.
  
  I closed on the condo with another mortgage company, who had no issue with the insurance. As a gesture of good faith, I would like Chase to honor my request for my $500 refund and stand by their commitment to exceptional client service. Thank you for your time and help with this.

  Business Response

  Date: 12/07/2022

  We responded to our customer's concerns by letter on 12/07/2022. 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:11/21/2022

  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.

  The Lender said they are auto buy my home owner insurance with the amount triple my Mortgage. The usually I paid mortgage with Principle $ 875.55, Interest : $ 1,272.72, the property Tax and escrow fee: $ 1,345.21 so total every month : $3,493.48 But on Nov. 2nd, 2022 they auto took money from my bank : $19,489.22. When I discovered on my bank account a days after that, I call them, and then they excused that the Insurance they bought for my home owner insurance, from may to November 2022. And they said they send me 6 letters for that. I Argued with them, if i receive any 1 of the letter i fix the problem right the way, because no way we see the amount jump from $3,493.48 to $19,489.22 and admit to pay this amount. They said I accepted their rules when I set up the Auto pay via their website. Bur I said I never authorized for any insurance took my money from my bank, I just authorized for the mortgage amount, Property tax and Escrow fee only, this is the illegal activities without my permission, I required them to refund the full amount before we deal with other issue, them They denied to refund money. So I am write this complain to CFPB because : 1 - Illegal make the transaction with big amount without my permission. 2 - Ask them to refund the full amount they took from my bank illegal immediately. 3 - Please Investigation about the indistinctive contract they lured the customer. Please respond my complain ASAP, because they took the big amount of money ($19,489.22) impact effect to my others bills to pay. Thank you.

  Business Response

  Date: 12/01/2022

  We responded to our customer's concerns by letter on December 1, 2022. 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:11/15/2022

  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.

  My name is *** ***** ****** and we’ve been having an issue with this home mortgage company for the past 4 months. They know in their computers that the extra $700 that we pay, is to strictly go to Principal ONLY and they have yet to do it. I call every month and to no avail, I just got mortgage payment again, and they didn’t apply it AGAIN, for the 4th month. I call them every month and all they do is say sorry. Sorry isn’t good enough so this is my why I am contacting you. How many people are they doing this to?
  Please feel free to call me and please contact them so this can be resolved. I have paid an extra $2800 and got nothing to show towards our principal only. I’m guessing they don’t want us to pay the loan off early.
  Thank you in advance,
  *** ***** ******

  Business Response

  Date: 11/29/2022

  ****, *******
  Nov 28, 2022, 3:39 PM (17 hours 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 | **** ****** ****** ********* ****  ***** |Email: *******.****@chase.com

  Business Response

  Date: 11/29/2022

  We responded
  to our customer's concerns by phone on November 29, 2022. 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: 12/05/2022

  *** ***** <********************>
  Fri, Dec 2, 8:31 AM (3 days ago)
  to disputeresolution
  
  Good morning *********,
  
  I just wanted to let you know that I just received a call from Chase about paying extra money towards our home mortgage and the gentleman told me that they “COULDN’T” do it that way!  This company looks looked into.  We have another home that we have absolutely no problem with paying extra funds to it the same exact way but it’s not Chase.  
  The consumer complaint # is 18397373.
  
  We are very unsatisfied about this company and not understanding why we can’t pay extra money towards principal ONLY.  The gentleman told me that I could set up a chase account and pay that way or send it in.  First off, my husband has automatic pay set up through his bank and I have a completely different bank.  I do electronic funds for the extra money and it’s been the same amount for the past 5 months!  (And don’t see where it’s going to)
  Also, as far as sending it in, it could get lost in the mail, takes longer to get there, and I’d have to write out a check each month when I could just have it electronically go from my bank to Chase.  
  Could you please see what is the issue?  We will never deal with this company again, once it’s paid off!  
  Sincerely,
  *** ***** ******
  *** ****** ****** ****** 
  *********** *** *****
  ###-###-####

• Initial Complaint

  Date:11/04/2022

  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 September, I was trying to get an equity loan from Chase bank who I have my mortgage with. I was told that I had to put up five hundred dollars for this process. I was told then if ( I ) decided to cancel this process that I would not get the five hundred back. I started this process telling them that I was using this money to have my basement renovated . Chase bank sent out an appraiser to the house, this person seen the damage to the bathroom and of course reported what he seen. Chase bank then called stating that because the damage in my bathroom that they could not help me with this loan. I then ask for my five hundred dollars back, which they tried to make me say on recorded line that I decided not to get the Loan which was not true. I then received a letter stated that they were sending this situation to another department for review. I have not heard anything else since.

  Business Response

  Date: 11/10/2022

  We
  responded to our customer by phone on November 10, 2022. Our customer is free to
  share our response with you.

• Initial Complaint

  Date:10/27/2022

  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.

  On 7/29/2022 I received a letter with instructions on how to have PMI removed from my mortgage account #**********. The letter states "your investor will allow you to pay down to 80% of your original value which is $317,600.00 without the need for a BPO. Please contact us if your Private Mortgage Insurance is still being collected a month after you have paid down to the required LTV." According to my 9/15/2022 mortgage statement my loan balance was $317,490.98 I called ***** two times and was informed that I qualified to have removed PMI and it would reflect on the following statement. I have received my 10/15/2022 mortgage statement and PMI is still being collected. I contacted ***** once again on 10/27/2022 to confirm why PMI has still not been removed, still no resolution has been provided. I would like for them to honor the terms of the removal of PMI according to their letter provided.

  Business Response

  Date: 11/04/2022

  We responded
  to our customer's concerns by phone on November 3, 2022. 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:10/26/2022

  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 am attaching a document with full details, as the 2000 characters allotted are not enough.

  Business Response

  Date: 11/04/2022

  We responded
  to our customer's concerns by phone on November 3, 2022. 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: 11/22/2022

  ***** ****** <*********************>
  9:03 AM (54 minutes ago)
  to disputeresolution
  
  ********* ****** contacted me last week to let me know that they were putting this case back under review because they needed to review the customer service aspect since the client care specialist admitted mistakes. ********* called me today to tell me that even though she played the call where the specialist admitted a mistake (she only reviewed one call), it wasn’t her fault it was the underwriting team and the underwriting team is a third party (third parties void the guarantee). The underwriting team are CHASE EMPLOYEES. That’s not a third party. I let her know that this is still not an acceptable resolution because Chase continues to pass the blame. This was a poorly handled situation and Chase needs to just stop advertising the guarantee if they choose to fight at every pushback/call out of their shortcomings.
  
  
  ***** ******, MAT, CNP
  ************
  
  Sent from my iPhone