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 Co.

  7333 Beechmont Ave Mt Washington, OH 45230

• 

  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

• 

  Chase Home Finance, LLC (Mortgage Products and Services)

  PO Box 550160 Fort Lauderdale, FL 33355

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:08/05/2022

  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.

  Hello. I received notice from my mortgage company (Chase) on 7/16 that my monthly mortgage payment was increasing by $787 per month due to a shortage in my escrow account. Upon researching why this happened, Chase acquired my mortgage from Mr. ****** (who I originally took the mortgage out with). Previous property tax bills had always been quarterly, yet Chase made an annual payment creating the shortage. I reached out to Chase to explain why the shortage was there and try to figure out why my quarterly property tax payment was paid in one lump sum instead. I asked that the repayment of the escrow shortage be stretched out over a longer term as a $787 per month increase is ridiculous and unaffordable. Chase's reply was that I could write a check for the full amount of the shortage (approx. $9k) to reduce my monthly payment or I could repay a portion of it and reduce my payment as well, but they would not extend the length of making up the escrow shortage. This is despite the fact that they changed the way the escrow account was managed from my original mortgage company. (They've since said they'll pay the taxes from the account quarterly, but I have to make up this escrow shortage over the next 12 months). Having never been late on a mortgage payment, I find the inability of Chase to extend the time period to cover the escrow shortage ridiculous. Expecting someone to pay an extra $787 due to a mix-up on Chase's end is unacceptable as well. We're now forced into trying to figure out where we're going to come up with this extra money each month so as to not lose our home. I understand mortgages can be acquired from who you originally take the mortgage out with, but the terms/managing should not be altered to the extent a monthly payment increases $787 per month!!!

  Business Response

  Date: 08/16/2022

  We responded to our customer's concerns by letter on August 16, 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: 08/16/2022

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

• Initial Complaint

  Date:07/28/2022

  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.

  On April 22, 2019 a Fire broke out in my condo bldg on the 3rd floor. (Not my unit 108 on first floor) I was evacuated along with everyone. It is July 28, 2022 and occupancy has not resumed. I called Chase Bank (Lender) immediately to tell them of my circumstances, explain my social security would not cover the mtg and the HOA fees, so as much as I did not want to lose my life's savings of $26,000.00 I asked for a 'deed in lieu' as my ss would not cover finding a rental while the building and my unit was rebuilt. I was denied, but continued to pay HOA fees for 10 months all the while begging Chase for the deed and/or any assistance after 15 yrs of ownership. Chase Bank REFUSED TO HELP ME WHATSOEVER. Currently, Chase Bank as destroyed my credit, caused me insurmountable debt with BOTH the MORTGAGE AND THE HOA (First Residential) to the tune of over $40,000.00!!! AND the debt continues to rise. I have repeatedly thru the past 3 years contacted Chase to forgive my loan, refund my down payment, and yet the would rather FORECLOSE on my home than help a senior out?? I was not asking for anything out of line, and NOW CHASE BANK is completely responsible for the debt I am in and the credit rating I now incur.

  Business Response

  Date: 08/04/2022

  We responded
  to our customer's concerns by phone on August 4, 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: 08/16/2022

  Better Business Bureau:
  
  A Representative called me regarding my complaint, but she was in no position of authority to make any decisions. I have spoken to numerous agents, over the 40 months, and every one of them seems surprised at the situation, but does nothing, nor moves it up the corporate ladder, nor tells me whom to speak to wherein I can get results and the opportunity to be heard.
  
  I have written and asked to have the mortgage note and all of its HOA charges forgiven, as a result of Chase Bank denying me a 'deed in lieu' back in 2019 after the fire broke out on the 3rd floor of the condo building.  My unit is on the 1st floor.
  
  The entire building was demolished!  Yet every agent I speak to at Chase Bank is shocked.  They even tell me the HOA First Service Residential should have 'waived' the HOA fees due to the circumstances, yet that was denied as well.  I have sought every avenue I can think of and no one in any government agency has been able to assist me.
  
  Chase Bank committed fraud to begin with. They were to provide me with homeowners insurance as I was told at closing.  They did ot do that.
  
  I repeatedly told them, I was  heartbroken at 73 yrs of age living on a tight budget of $63.00 @ month of social security earnings, to lose my entire lifes savings of @26k, yet no one cooperated.
  
  I was expected to continue to pay the HOA dues, even though there was NO building standing and as of Aug 16, 2022 there is no occupancy allowed, which the evacuation took place on April 22, 2019.
  
  Doesn't anyone think this entire matter is illegal?  I paid the HOA dues after speaking to an attorney and was given the free advice to continue paying HOA dues until I receive the deed in lieu.  I paid dues for 10 mos.  I spoke to Chase Bank more than a hundred times.  I wrote them numerous letters, but still no deed in lieu.
  
  Please explain to me how this behavior is allowed? This is so predjudicial against the elderly who simply do not have the resources to continue paying a mortgage loan, 2 HOA fees, and live elsewhere.
  
  I have repeatedly asked for debt forgiveness, proved hardship, yet the continue to offer me a 'loan modification'.  That is not going to help.
  
  Currently I am in foreclosure.  I have been threatened by all involved to 'pay them or else.  I have been threatened to have my car liened, referred to as a 'deadbeat', and disrespected by the management company when I try to get answers regarding building 25, #108, at 2592 Grassy Pt Dr.
  
  The First Residential management company hired Heathrow Construction to rebuild said bldg, but the Superintendent I spoke to only made me a ridiculous offer of $80k on my unit.  I paid $129,990 and it is worth $150k completed.  Yet he will not do more than drywall and walk away unless I pay him $25,000 for his labor to finish my unit, yet still pay for supplies ie cabinets, flooring, appliances, bathroom fixures.....How is this legal?  This man is unscrupulous, preying on the elderly as he admitted doing that to another homeowner in yet another building that caught fire!!  How is he employed there?????
  
  I told Chase Bank all of this, yet it falls on deaf ears.  I realize the BBB is limited in its assistance, but there is no help to be found. My home is now in foreclosure.  It is difficult to lose my down payment of $26,000, but what is worse is the constant threat to me regarding insurmountable debt that I can never repay or should have to.
  
  I cannot afford an attorney. Chase Bank has committed fraud by not providing the insurance at closing, and have shown neglect and predjudice against a senior when circumstances were explained. My credit rating has been destroyed so no one wants to even rent an apartment to me and I am told this will stay on my credit rating for 7 years.  So I will be 80 when I am able to purchase anything or even open a credit card should the need arise???
  
  The Corporate office is located on Park Avenue in NY city, NY and the CEO is ***** *****.  I have written letters to her/him as well but no response.  I have been totally ignored by Chase Bank, First Residential Management Company, yet the monthly debt continues to grow including fees, interest, legal fees doubling my original debt.  
  
  All my pleas go unheard,  I have suffered health issues, monetary losses and have been deemed homeless after the evacuation, yet not one corporate head has understood or offered assistance.  Both with Chase Bank and First Residential HOA Management co.  
  
  ***** *******

• Initial Complaint

  Date:07/27/2022

  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.

  We applied for a home refinance with Chase Bank requesting $68,000 on August 2, 2021 and had to pay a $500 deposit which was supposed to be refunded if the loan was denied. (See Application Disclosure page) Chase ran our credit and then denied our requested Loan Estimate for the $68,000 and then they counteroffered and changed the terms to only loan $65,000 which was never agreed to, not accepted and we requested a refund of our $500 at that time.
  
  On 9/1 or 9/2, Jose called from Chase and stated we would get a refund of $500, and it could take 3-4 weeks to receive it. That never happened. We filed a dispute with credit card company which was Chase and of course it was denied. We have legal insurance and was able get a one-time letter sent on our behalf demanding the refund, this was ignored by Chase. We then sent our own letter and did not get our refund.
  
  Since the terms of the original loan request was denied and we did not agree to the counteroffer at any time, we should be entitled to receive our $500 deposit back, per their own disclosure statement. - This was the only reason we gave Chase a $500 deposit. It was demanded by Chase to secure the original terms, which was denied.
  
  Please see attached documents supporting our claims. We need our full deposit of $500 back immediately.
  
  Thank you for your time and consideration,
  
  ******* **********

  Business Response

  Date: 08/15/2022

  We
  responded to our customer’s concerns during our conversation on August 11, 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:07/20/2022

  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.

  This will be my 3rd complaint about the 'Bank' called *P Morgan Chase. Never do business with these people, they are incompetent fools and their owns systems cannot successfully mark a payment as made.
  
  You can clearly see that payments were made on specific dates, but the system still reflects payments as not received. Both my Bank and Chase's own systems recognize this but still, consider payments delinquent. They are not.
  
  What I want:
  - Refund of *une payment - this is the price of your incompetence and neglect the third time around. its only going to get worse.
  - A letter, signed by ***** ***** stating the company is poorly managed, its leadership useless and its systems archaic. An admission of failure, so to speak. Not some canned-response apology.
  - Billing Ad*ustment - Fix the 3rd error you created and restore my account to flawless performance.
  
  That should do it. I will be seeking legal assistance the next time this happens. I *ust want their to be a fair warning before doing so. Thank you!

  Business Response

  Date: 08/01/2022

  From: ****, ******* <*******.****@chase.com>
  Date: Fri, *ul 29, 2022 at 3:55 PM
  Sub*ect: ******, **** BBB Complaint ID 17594038
  To: ******************************* <*******************************>
  Cc: *******, ***** * <*****.*.*******@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

  Business Response

  Date: 08/01/2022

  From: ****, ******* <*******.****@chase.com>
  Date: Fri, *ul 29, 2022 at 3:55 PM
  Sub*ect: ******, **** BBB Complaint ID 17594038
  To: ******************************* <*******************************>
  Cc: *******, ***** * <*****.*.*******@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

  Business Response

  Date: 08/02/2022

  We
  responded to our customer’s concerns in our letter dated August 2, 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.

  Business Response

  Date: 08/02/2022

  We
  responded to our customer’s concerns in our letter dated August 2, 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:07/19/2022

  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.

  Under 15 USC 1666B this is a billing error always paid as agreed on time this is an error this account is in violation. Please remove it from my credit report.

  Business Response

  Date: 08/09/2022

  We responded to our customer's concerns by letter on August 9, 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