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Business Profile

Mortgage Lenders

JPMorgan Chase Bank, National Association

This business is NOT BBB Accredited.

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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

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    Customer Complaints Summary

    • 177 total complaints in the last 3 years.
    • 52 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:09/03/2022

      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 Mortgage failed to pay my Property Taxes by the Due Date resulting in a overdue penalty of $879.16 which they are refusing to pay.

      My mortgage had been pushed from one loan servicer to another and finally ended up at Chase. Each transfer we had to follow up with the loan servicers to make sure they were aware of upcoming taxes and had our home-owners insurance on file.
      For this transfer we again confirmed that Chase would pay our taxes. Our Chase private banker, ******* Thomas, told us Chase would pay the property taxes. Taxes had a "Due Date" of 2/1/22. Because Chase stated they would pay them we did not. We gave the funds a couple weeks to settle and on 2/18/22, ***** (at Chase Mortgage Tax Department) was able to end the escrow account at our request. On 5/31/22, ******* receive a letter from the county stating our taxes were delinquent and had not been paid.

      I have spend countless hours on the phone and jumping through various hoops to get documents attached to different Chase cases associated with this complaint. Either I learn that the documents were never attached or more recently I just didn't get a response at all from the executive office.

      I am attaching the Tax Bill that clearly shows the "Due Date". Chase claims they often pay after the Due Date because there is a grace period. If Chase is impounding client's money through an escrow, they are to pay bills on time and not be delinquent (regardless if there is a monetary penalty or not).



      Requested Resolution:
      ====================
      Chase to refund ******* the delinquent tax penalty of $879.16.

      By doing so my wife and I will continue to do our Banking, Investment Banking, Retirement Banking, Credit Cards, and Mortgage with Chase. If we can't get that refunded, we will move these accounts to another bank and use the sign-on bonus to cover those costs.

      Business Response

      Date: 09/08/2022

      We responded to our customer's concerns by letter on September 8, 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:09/02/2022

      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.
      Purchased a foreclosed home at auction in July 2022. Prior to purchasing home, obtained a pre-approved loan from Chase. Chose Chase because currently have a 15yr. mortgage and credit card w/ Chase Bank and assumed process would be easier. Specifically asked loan officer if auction purchase was type of project Chase supported. Was told, no problem. Have 750> credit scores, HELOC loan for investing and more than adequate income. Required to provide extraordinary amount of documentation, excessive down payment ($48k) and required to payoff and present paid off proof of approx. $6k worth of CC debt. After 2nd pre-approval, $500 earnest money, $800 appraisal, 1 month+ process and 2 days after requiring $6k debt to be paid off loan officer says underwriting 97% sure Chase would not approve auction loan (just not familiar w/ type of loan). Unbelievably incompetent, insensitive, unprofessional and callous. Why require debt (low balances) to be completely paid off to deny loan 2 days later. Must be a form of mortgage loan fraud. No mortgage loan officer could be so incompetent.

      Business Response

      Date: 09/15/2022

      We responded to our customer in our phone conversation on September 15, 2022. Our customer is free to share our response with you.

      Customer Answer

      Date: 09/22/2022

      I did receive a call from Chase Bank. It is clear that Chase Bank is over
      inflating the cost of appraisals. In addition to requiring me to pay off
      all my credit card debt only deny me two days later (without viewing the
      payoff statements) Chase also required I pay an $800 appraisal fee.

      I requested Chase return the appraisal fee since the loan was ended by them
      and apparently never had a chance of being approved. Chase refused, saying
      the appraisal was conducted and charged appropriately. The standard
      appraisal fee charged by the appraiser is actually $350 a difference of
      $450. I have had several appraisals completed for properties and none cost
      more than $500.

      Chase is over inflating the cost of appraisals which in a single case might
      seem insignificant but multiplied by thousands of mortgage applications
      gains Chase a significant profit.

      I am detailing this obvious fraud perpetrated by Chase Bank in the
      anticipation of the inevitable class action suit.

      I reject the response provided by Chase.
    • Initial Complaint

      Date:08/31/2022

      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.
      We are attempting to Refi our home. We are having communication problems with loan office. We are attempting to get a copy of the proposal for review & as well comparison match with our credit union. We have yo visited a walk in branch for assistance. Unsuccessfully. Please have someone at corporate headquarters to reach out to us.

      Business Response

      Date: 09/07/2022

      We responded to our customer by phone on September 7, 2022. Our customer is free to share our response with you.
    • Initial Complaint

      Date:08/24/2022

      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 have supporting documentation for the below. The main documentation I've provided for now is the signed gift letters dates on 5/27, on the source of my gift funds to Chase, which were also sent + received on 5/27 well before closing date. Chase still refuses this to be factual and has instead stated "my fathers gift funds were denied, new source of funds were provided. And that my funds were not available 10 days prior to closing. This is false and my funds were eventually approved by Chase (I didnt make any changes).

      Please read through the attached Word document as it contains the full timeline of my experience & complaint with Chase. Simply put Chase has a closing guarantee, which if they fail to meet closing date of home mortgage, they will pay $2,500. They are saying I am ineligible because it was "out of their hands", and despite my continued complaints with them, they still are making false claims with no documentation of my ineligibility. 2 primary examples of this were the 2 statements from them:
      1 - Gift fund letters were not provided prior to closing. This is false see attachment
      2 - The source of my gift funds were not accepted, as they came from a privately (100% owned) LLC of my father. This is also not true, as they eventually approved these funds 10+ days after original close date.

      Further documentation can be provided showing truth of the attached word document complaint. Please let me know if I can provide more details on this.

      Business Response

      Date: 09/06/2022

      From: ****, ******* <*******.****@chase.com>
      Date: Fri, Sep 2, 2022 at 4:16 PM
      Subject: *******, ***** BBB Complaint ID 17763992
      To: ******************************* <*******************************>
      Cc: *******, ***** J <aimee.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 | **** ****** ****** ********* ****  43219 |Email: *******.****@chase.com

       

      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. 
    • Initial Complaint

      Date:08/23/2022

      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 was under Covid protection/mortgage forbearance until 1/1/2022. I was told, under this, repeatedly, any missed payments were deferred and would be due as a balloon payment at the end of my loan term. When I expressed concern about my ability to make a balloon payment in such a short space of time, I was advised the loan would be converted to a 30 year/not to worry/cross that bridge, etc.

      In early Jan, I reached out and was offered a deferment, although, at that point, my loan was current. I received a call/had conversations on 1/12/22 with my personal "account specialist". The conversation we had was very difficult to understand and I never heard from him again. He told me I was no longer eligible for forbearance and something of something that "my situation had changed". I received no further communications of any sort about this.

      In Feb I contacted Chase and was informed to not worry, I was eligible for a deferment and would I like to accept it? I agreed, it was a 2 month deferment.

      On 3/12/22 I received a notice my account was now 5 months past due, I must pay the entire past due amount immediately or I would be foreclosed on. I called the number on the notice. The lady who answered immediately told me I was "eligible for a deferment and that would bring my account current, would I like to take that?". I did, but I again made a point of discussing that my account should not BE approaching foreclosure, because it was, at most 60 days past due.

      On 3/30/2022 I submitted an online payment for half my mortgage payment. It was rejected. I inquired as to why and a copy of your "good-bye letter" was sent to me. IT specifically states "nothing will change about my account except for who I remit my payments to". I also called customer service about it, multiple times and was assured there would be a 60 day freeze.

      I later discovered Chase had acted in bad faith and placed me in a situation of nearly losing my home, by repeatedly breaking verbal contracts.

      Business Response

      Date: 08/31/2022

      We responded to our customer's concerns by letter on August 31, 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:08/22/2022

      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.
      We applied for a refi on our rental. When the appraisal came back, inspections were requested for the roof and structure. I asked for clarification on the type of inspection needed because the items that were flagged was a crack on an interior wall and a patio cover that had been damaged by the renter. ******** ****** informed me that a roof inspection was not needed and that a licensed contractor could make the repairs and submit a letter with his license number stating weather the repaired damage had any effects on the structure of the home. I hired a local contractor, he did the repairs and provided me a letter including his name and license number. It wasn’t a very expensive job and the contractor only provided his county license, which ******** and her supervisor said we’re invalid. I did exactly what she told me to and then I was told that it wasn’t right. I was given the run around and even though I did everything they asked I was presented with more problems. During the process I was told that the ********** supervisor would give me a call but he never did. ******** told my wife that he tried and I hung up on him but that was a lie and then when my wife spoke to him he said he was having issues calling out and he apologized for not calling us. ******** was impatient and unhelpful. She acted like I should just know what to do or that it was so simple but to me it wasn’t and I asked for more guidance. She told me something that turned out to not be correct and instead of helping me she brushed me off and became rude with me because I became frustrated with the process. I’m really disappointed with the service I received with Chase this time. That house is a rental property, and we try to take care of it but we can’t help if the renter doesn’t inform us when things need repair.
      I would like a refund of the money submitted as we are no longer moving forward with this Refi with Chase.

      Business Response

      Date: 08/26/2022

      We responded to our customer's complaint by a phone conversation on August 26, 2022. Our customer is free to share the resolution with you.
    • Initial Complaint

      Date:08/20/2022

      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 Bank purchased the loan on my mortgage a few months ago. Due to the rise in the market my home value has increased drastically. I purchased the home January 2020 and due to the increase, my loan to value ratio is under the federal requirement of 78% to get rid of the PMI on the house. Chase is refusing to go by this law and is making up their own requirements to get rid of pmi. under HPA law this is forbidden. I would like my PMI to be removed in resolution to this report

      Business Response

      Date: 08/24/2022

      We responded to our customer in our phone conversation on August 24, 2022. Our customer is free to share our response with you.
    • Initial Complaint

      Date:08/11/2022

      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.
      I spoke with a Chase Representative re. the potential purchase of a home. Chase wanted a deposit to start the home loan application, with the express note that it would be applied to my closing costs if the deal went through or reimbursed to me if the loan didn't go through. A couple of days later, I learned from the Seller that the Seller's home was missing multiple permits and had an extension that was illegal. I spoke to the Chase Representative about the issue prior to any appraisal or inspection and the Chase Representative agreed that Chase would not make the loan so they would issue me a refund. A couple of days later, I reached out again to confirm that I would get a refund for the $500 deposit. The Chase Representative confirmed this. 2 Months later, I inquired about why I hadn't received a refund and was told that they could not issue a refund, despite having said so multiple times. In my deals with Chase, I was deceived, mislead and actively lied to throughout the process. To this day, they refuse to refund the funds, which means that they have stolen the funds.

      Business Response

      Date: 08/19/2022

      We responded to our customer by phone on August 18, 2022. They are free to share our response with you.
    • Initial Complaint

      Date:08/10/2022

      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.
      My property has two (2) Tax PINs as reflected in the attachment (************). I received a delinquent tax bill for one of the PINs. ****************** was paid ****************** was not paid.

      Feb 14: Notified Chase via secure message that the property has two PINs with ****************** not paid.
      Feb 14: Chase acknowledged the message.
      March 14: I telephoned Chase and was informed that the delinquent tax was sent by paper check.
      March 14: Notified Chase via secure message that I was told paper check sent, and wanted acknowledgment.
      March 19: Received acknowledgement via secure messahe that Chase sent the payment.
      Aug 10: Sent Chase secure message that tax still delinquent.
      Aug 10: Called Chase and spoke with "Ms. *****," who promised to escalate to supervisor and that I would receive a call-back within 24-48 hours.

      Please see attachments documenting delinquent tax, confirming two PINs on deed, and documenting correspondence described above.

      Business Response

      Date: 08/23/2022

      We responded to our customer in our phone conversation of August 23, 2022. Our customer is free to share our response with you.

      Customer Answer

      Date: 08/24/2022

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


      Regards,



      ******** *****
    • Initial Complaint

      Date:08/05/2022

      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 received a home loan from Guaranteed Rate Affinity in Dec. that was sold without my consent to Chase in apr/may. During the transition, i was unable to make payments to the lien holder. Out of fear of missing a payment, i requested that my bank push a bank issued check to Chase for the May payment (may 28/29th) After receiving a notice from Chase around June 9th, i panicked and performed an over the phone payment for the overdrafted account and requested a missing payment inquiry ticket be opened. On June 22nd the missing payment was received and cashed by Chase. I contacted them on the 25th to verify they had the payment and to apply it to my account to bring it in to current good standing. I submitted bank images of the check and requested another missing payment ticket be opened and escalated (I was informed that the previous one was never actually openeed) After 4 weeks with no progress or notification of update, i was sent a letter of delinquincy on my account. Once again, i processed an over the phone payment and requested a status update. They informed me of no progress as the back image of the check was not included. I immediately submitted the front/back images (7/20). I received a call from collections the following day and was informed that i was >20 days into a 120 day period pending forclosure of an overdue account. I informed them of the status and promise made by Chase Escalations that the missing payment would be noted and that i would not be held accountable for a payment they had received and cashed. Upon review, my bank found that the check was cashed by a Chase processing/receiving center and deposited into a Citibank NA account. I immediately contacted Chase to inform them of the finding and requested that they make my account/credit current. I have submitted my payments and funds have been verified. the error between Chase and their contractor is not my burden to bear. I am currently in fear of loosing my house due to their errors.

      Business Response

      Date: 08/19/2022

      We responded to our customer's concerns by letter on August 19, 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: 08/20/2022

      I am rejecting this response because: I am rejecting this response because: Chase stated that the payment was not sent to one of their processing centers and that I am to resolve the issue through my bank. I have included a copy of this month's bill showing the Newark Delaware address that the check was made out to and cashed from. I have tried calling chase and they refuse to talk or email stating that they mailed a letter and completed their investigation. their processing center made an error and they're refusing to resolve or fix the issue

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