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.

close

Find a Location

JPMorgan Chase Bank, National Association has 164 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  JPMorgan Chase Bank, National Association

  3415 Vision Dr Columbus, OH 43219-6009

• 

  Chase Home Finance, LLC (Mortgage Products and Services)

  PO Box 977122 Miami, FL 33197

• 

  Chase Home Finance, LLC (Mortgage Products and Services)

  P0 Box 979069 Miami, FL 33197

• 

  Chase Home Finance, LLC (Mortgage Products and Services)

  PO Box 550160 Fort Lauderdale, FL 33355

• 

  Chase Home Finance, LLC (Mortgage Products and Services)

  1200 S Pine Island Rd # 330 Plantation, FL 33324

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:10/19/2022

  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 wanted to change my payment method for payments to Chase. Online - I re-entered my information from checking over to savings of my local bank. The ACH did not go through and I got a letter from Chase saying that I had a returned payment. Even though this payment did not get processed... I had still paid on time through concurrent payments. I am not late on any payments. Chase told me that they will be reporting this on my credit record. In my opinion this is a clerical error and it is not fair practice on Chase's part to report this on my credit record.

  Business Response

  Date: 10/25/2022

  We responded to our
  customer’s concerns during our conversation on October 24, 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:09/22/2022

  Type:Product 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 June 2022 I reached out to ***** *****, a home lender located in the Cleveland OH area for a mortgage loan. We went through the application process and I was informed that I would have to pay a "good faiths fund". Paid that fund of $500 on 6/28/22. On 7/8 this lender informed me that my application was denied and I would be receiving a refund for the $500. July 11 I spoke with this individual whom at that point told me that he had processed the refund. Didn't hear anything back nor did I see the refund deposited back into my account so I reached out again on 7/25 to check on the status of that refund, was then told that my refund was denied so he stated that he would resubmit it. On Aug 2 I received a message from the lender that stated that my refund was submitted and approved and I would see it in my account in a few days. Here I am today on 9/22 still without that refund and as I'm reaching out to people at the branch and managers I am getting the "run around". I need this resolved immediately, it is past the 4-6 week policy they have with returning the funds. I am beginning to think this was a scam.

  Business Response

  Date: 09/28/2022

  We
  spoke with our customer by phone on September 28, 2022, and provided the
  details of our resolution. Our customer is free to share our response with
  you. 

  Customer Answer

  Date: 09/28/2022

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  
  
  Complaint: 18062734
  
  
  
  I am rejecting this response because: The business called on 9/26 only to say that they have spoken with the manager in charge to resolve the issue and that it would take up to 14 days for me to get this refund. Due to this being a time sensitive matter because there weren’t any funds in the account, my account has been already overdrawn for 10 days which is a $35 daily charge. When I spoke with someone from the executive office I was told that I could possibly get my money sooner but she wasn’t sure. I wanted to take it upon myself to find out from the manager in charge if the funds could be deposited sooner because I’ve already racked up $235 of fees but on multiple attempts I’ve called and left messages but haven’t received a call back and I’m now feeling that I’m being avoided. I honestly can’t believe that a business this large would take advantage of people. 
  
  
  
  Regards,
  
  
  
  ******* ******

• Initial Complaint

  Date:09/22/2022

  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.

  Every month my mortgage payment to sls loans from my chase business banking account is declined. I have tried to use my debit card, tried to sign up for automatic payments and nothing works. When I call to try to get the issue resolved, I am transferred around 6/7 times, spend more than hour on the phone with them each month and no one can resolve my issue or they leave me on hold until I hang up. This is now affecting my credit.

  Business Response

  Date: 10/03/2022

  From: ****, ******* <**********************>
  Date: Sat, Oct 1, 2022 at 3:37 PM
  Subject: ********, ******* BBB Complaint ID 18061958
  To: ******************************* <*******************************>
  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: 10/17/2022

  We
  responded to our customer's concerns by phone on October 17, 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:09/21/2022

  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.

  My mortgage company, Chase, paid delinquent real estate taxes from 2007 for approximately $1,500 without my approval. I purchased the property in 2017. I provided a free and clear title but they are doing nothing to resolve the issue. Have tried to work with the county myself but no luck since it was already paid by Chase. Both the county and Title Company have stated that Chase should not have paid this delinquent tax amount.

  Business Response

  Date: 09/29/2022

  We responded to our
  customer's concerns in our letter dated September 29, 2022. 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:09/19/2022

  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 May 27th I spoke to ****** ****** regarding possible refinance of both my home in NY and Florida. I also asked about a cash out refinance. We spoke the next day about refinancing the home Florida for a cash out as I needed to pay for my daughters’ college tuition and do some renovations on the property. On June 6th we spoke and she explained the chase Home Lending portal where we would begin uploading documents to do the refinance and cash-out on the property in Florida. We began the process of sending documentation around June 14th. Around the ending of June/beginning of July I was contacted by a ******** ******* that she would be taking up my refinancing as ****** was no longer with Chase. I explained to her that I would be away mid-July and then again August 1 – 13th and since I had begun the process to refinance and take cash out I needed it completed by August as my daughter’s tuition was due. I was reassured that things would get done in a timely manner.
  
  As evident in email chain 1 I keep asking about closing as I had started this process end of May and beginning of June. It was referenced that the person who I started with, ****** was no longer with Chase as it had not worked out with her. I always referenced the need for cash at closing and was never told that this was just a refinance not a refinance with cash out. As I am not familiar with this as we have never done one prior, I assumed this was a new loan apart from the existing loan. Throughout the whole time I was told they would accommodate me and that the closing would be on August 13th. When we ended up having the closing, only a notary came with documents. No Chase representative was there to confirm this was a cash out refinance as I had been communicating through calls and emails to multiple Chase employees. All questions asked, I was told to contact my bank because she just represented the title company and had no answers. During the closing, I also ask called and emailed ******** a question

  Business Response

  Date: 09/29/2022

  From: ****, ******* <*******.****@chase.com>
  Date: Thu, Sep 29, 2022 at 4:13 PM
  Subject: *****-*****, **** BBB Complaint ID 18032336
  To: ******************************* <*******************************>
  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: *******.****@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: 10/11/2022

  We
  responded to our customer's concerns in our letter dated October 11, 2022. 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.

• Initial Complaint

  Date:09/14/2022

  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 Home Finance recently bought an existing mortgage loan of mine at the end of July. I received a letter (dated 7/20/22) that gave me everything to expect on how to set up my account, pay my bills, etc.

  
  The first problems started when Chase neglected to attach my mortgage account to my existing account. After calling and finally getting that resolved, there is still a major IT glitch on both Chase's website and app that will not allow me to make a payment.

  I have accepted their 'terms and agreements' hundreds of times and I am still unable to get past that screen.
  I have made dozens of phone calls, spent hours on hold, been escalated to every department possible (it seems) and no one seems to be able to help me.

  I have begged Chase to fix my customer profile so I am able to make a payment (since I am now two months behind through no fault of my own) and they continue to take my information, and promise they will call back. I have asked Chase multiple times to let me know what number they will be calling from (so I can save that from my spam filter) and they are unable to provide that. They claim they call, yet leave no voicemails.

  Every department I have spoken to passes the responsibility of the issue off to another.

  At this point, I have no idea how to escalate this case further besides contacting the BBB and hoping you can help me so Chase will fix the IT issue so I can make my payments.

  
  I have been buying and selling homes my entire life and I have NEVER dealt with a company so poorly organized and set up such as Chase. I am blown away that a company as large as Chase can't seem to fix their IT issues over the course of SIX weeks now.
  

  Business Response

  Date: 09/21/2022

  We responded to our customer in our conversation of September 20, 2022. Our customer is free to share our response with you.

  Customer Answer

  Date: 09/22/2022

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  
  
  Complaint: 18024347
  
  
  
  I am rejecting this response because: I have had zero contact from Chase. No calls, no voicemails and no messages through my account. I have tried calling them multiple times to try to resolve the issue and they claim they will call back and I never get a return call. This has been going on for two months now.
  
  
  
  Regards,
  
  
  
  ******* *******

• Initial Complaint

  Date:09/14/2022

  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 am assisting my mother in obtaining some relief from the actions of Chase bank. She filed a complaint in July 2022 with your agency and the BBB but we have not received a response as yet. Therefore, I am refiling on her behalf.
  
  Please see below and attached.
  
  ******* ****** *** *** ****
  
  
  
  Aug 12 2022
  
  
  I am writing to complain about my home equity account and the circumstances that Chse bank has put me through.
  
  In 2021 they added an additional amount to my small, 235.00 mortgage payment that doubled what i had to pay. this amount was for flood insurance, but I already had flood insurance that I had paid for myself, for a lot less money. I could not separate these amounts and just pay my payment and I could not pay the entire amount at that time, what with Covid, increases in every thing I paid for, a car accident cause by someone else for which I was waiting reimbursement and waiting for my canada pension to be applied.
  
  I repeatedly asked for the amounts to be separated and my own flood insurance policy to be honored but the bank ignored me. They put the property in default for an amount less than 3,500 and put me under great stress. I was very ill in Jan and fear of 2022 and in hospital and family sent in some payments via money order while I spend weeks getting well since we could not use the portal and apply payments. at some point the mortgage was removed from the portal. I wrote a letter depending that it be returned so that I could make my payments and they did, while I was in the hospital in and recovering from covid I got in June 2022. I returned to the hospital in the middle of July and was for weeks with bad effects from covid. the bank put the mortgage back on the portal and I went on it Aug 1 to pay and its was removed again.! I want the bank to do what I told them to do and repair what they did.
  ******* ******

  Business Response

  Date: 09/28/2022

  We
  responded to our customer's concerns in our letter dated  September 28, 2022. 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.
  

• Initial Complaint

  Date:09/14/2022

  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.

  JP MORGAN CHASE is my mortgage lender. They solicited me several times to refinance my mortgage. Many times I have ignored them as my account was covered by the Servicemembers Civil Relief Act (SCRA). However, I am now medically retired from the US Military as I am a 100% permanently and total disabled veteran. So, this last time, at Chase’s urging, I have decided to do a cash out refinance and had to pay $500 in “Good Faith” funds. However, my residence is a NYC Co-op and Chase informed me that the Co-op denied the refinance as it goes against the interests of the shareholders. I said ok and requested my $500 refund. Chase refused to return my refund even though the CHASE Agent said that she would try to return it. She instead offered to do a NON cash out refinance which the co-op may approve which would lower my interest rate maybe 1 point. But, I would need to pay $3500+ upfront in addition to the $500! I refused that offer as I needed a CASH OUT option. Notwithstanding, they refused to return my $500. I have served this country honorably and have never asked for anything from Chase. Yet, they stole $500 from me, a 100% disabled veteran whose only source of income is SSDI and VA disability. I do not receive my retired pay until 10 years from now. Please do your due diligence and look elsewhere! Do not do business with Chase. I will now forward this issue and file a congressional with my US Senators, US Representative, and Attorney General. Hopefully, I will receive a refund of the $500.

  Business Response

  Date: 10/04/2022

  From: Falk, Jessica <[email protected]>
  Date: Mon, Oct 3, 2022 at 3:45 PM
  Subject: Millard, Tracee BBB Complaint ID 18024164
  To: [email protected] <[email protected]>
  Cc: Ridgway, Aimee J <[email protected]>
  
  
  Good afternoon:
  
   
  
  We are still researching the customer's complaint and request an additional 20 days to complete our research.
  
   
  
  Thank you,
  
  Jessica Falk| Team Lead - Chase Executive Office – Letter Resolution Team | Chase | 3415 Vision Drive| Columbus, Ohio  43219 |Email: [email protected]
  
   

  Business Response

  Date: 10/25/2022

  We responded to our
  customer's concerns in our letter dated October 25, 2022. 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.

  Customer Answer

  Date: 11/03/2022

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

  It was by phone call and I received my full requested refund to my credit card.
  
  Very respectfully,
  
  
  ***** ****** ** ******** ****

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

• Initial Complaint

  Date:09/07/2022

  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 November of 2019, I refinanced my home mortgage with Chase; I had a 30 years fixed and changed to a 15 years fixed.
  It got approved and I scheduled automatic payments twice a month, on the 5th and 20th of each month. I discussed this with the mortgage specialists ****** ******* and ******* *******.
  After a couple of months of payments, I noticed in the mortgage statement that I owed more than what I should. Please note that the statements do not disclose what the different items are about. It's only received by email, and with a final amount to pay.
  I asked them what was that number about since it was way more than what I should be paying and received an explanation in writing that didn't properly explained the problem. (see email 04.20.20)
  After 2 years, and always paying under automatic payments, I looked for another mortgage broker looking to purchase a new house, and she makes me notice of a debt that I've been accumulating with Chase.
  I called the bank to understand what was it about, and no one could properly explain me the reasons, it escalated until a supervisor noticed that I've been charged with late payments since the first month, since my second scheduled payment was on the 20th and not the 16th, which was the deadline to avoid interest charges for late fees.
  I complained about this, since I've never received a notice of late payments, neither a clear disclosure in the statements. It's outrageous.
  The supervisor initially agreed with me and removed the late fees for only 2 months and told me that will escalate this issue for further authorization. It was denied and now, after 2 years, I owe the bank $3,700 in late fee charges.
  It's not acceptable under any concept. I'm being charged with a 5% late fee each month since the beginning of the loan for the whole monthly payment.
  I hope you can help me with this.
  Sincerely,
  ******* ********

  Business Response

  Date: 09/19/2022

  We
  responded to our customer's concerns in our letter dated September 19, 2022. 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.

• Initial Complaint

  Date:09/04/2022

  Type:Sales and Advertising 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.

  False Advertisement. Chase advertised $5,000 to their client if a mortgage closing does not take place, as agreed.
  Our mortgage closing was scheduled for April 27, at 2 pm. That morning, we notified our loan agent, ***** *******, over the phone, that my husband, ****** ******, and I were on our way from Port Charlotte to Georgia for the closing. Our loan agent ***** was on the phone with us a few times requesting last minute documents and the down payment.
  Chase was not ready for the closing. ***** instructed us that same day to go to my husband's banking institution, Addition Finance, to get a copy of his April bank statement and to place the down payment. Officer Meilyng Emerson went above and beyond and provided what was available as
  the statement had not been generated yet. But it was not acceptable as it "didn't have a heading or ULR". ***** told us that they have new underwriter that was requesting more documents. She also told us "if we don't close, we owe you $5000.
  Chase moved the closing time from 2 pm to 4 pm, while the seller, realtor ***** ******, lawyer ****** ****** (###-###-####) and us waited and waited in Georgia, but still they were not ready.
  After 4 pm, our realtor, ****** ****** considered the wait to be excessive as everyone was tired of waiting, so she called off the day.
  I sent e-mails to loan supervisors, called and visited the branch offices, but no one researched my complaint.
  After a month, Escalations Dept. contacted me denying the $5000 because my husband's April statement was missing. This is untrue, as on May 3rd, the closing took place without that statement. Then I was referred to Executive Office, and Rep. ****** ********, Ref #ECW ###-###-####2, denied the$5000 because "our realtor called off the closing and the Title Company was ready"(?)
  Chase has failed to comply with their advertisement.
  We know that the BBB office will research this matter further and whatever the outcome of this complaint will be to our satisfaction

  Business Response

  Date: 09/08/2022

  We spoke with our customer by phone on September 8, 2022, and provided the details of our resolution. Our customer is free to share our response with you. 

  Customer Answer

  Date: 09/08/2022

  ***** ******* cid 17918578
  ***** L. *******
  about 1 hour ago
  Good morning
  
  Chase called me firm on their decision -- denying my claim.  Chase advised the phone calls were not recorded, so no
  research was done on that area. 
  
  I sent e-mails to Chase that they ignored.
  The told me the Title Company was ready to close, but our realtor cancelled after waiting several our with the lawyer
  and the seller (and us). So, why would she cancel if Chase told her they were ready?
  
  Sent from my T-Mobile 5G REVVL 6 device.
  Attachments:
  Screenshot_20###-###-####35.png