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

Customer Complaints Summary

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

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The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:09/03/2024
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 writing to dispute an account on my credit report. I do not recognize this account, the details recorded, the status, the extremely high balance, or any specifics about this account. This information does not comply with the Fair Credit Reporting Act.Please investigate this matter and remove the inaccurate information from my credit report immediately.Thank you for your prompt attention to this matter.
Customer Answer
Date: 09/06/2024
I am writing to file a formal complaint against JPMCB HOME for their failure to comply with the Fair Debt Collection Practices Act (FDCPA), specifically 15 USC 1692G, which pertains to the validation of debts They. have failed to provide the necessary information within the specified timeframe. This omission has caused significant distress and confusion regarding the validity of the alleged debt that has been paid in full but still remind on my Transunion Credit Report. It shows a balance of ****** but has not been updated since 01/31/2016. no other agency shown this account. I kindly request that the Better Business Bureau investigate this matter and take appropriate action until they provide proper validation of the debt as required by law.
Customer Answer
Date: 09/13/2024
***********************' via Dispute Resolution - Shared Inbox <********************************************************>
Attachments
Thu, Sep 12, 9:00 PM (11 hours ago)
to disputeresolution

***********************
****************
****************************;

RE: BBB Complaint
ID Number: ********

To: Better Business Bureau

I am writing to file a complaint against JPMCB Home, a division of ***************** Chase Bank National Association. The original loan number associated with this account **********.

The Fair Credit Reporting (FCR) Provision ensures the accuracy, fairness, and privacy of information in my credit file. According to my TransUnion credit report dated September 4, 2024 (Credit Report Number *********, page 5 of 6), there are discrepancies regarding my loan history. I did not miss any payments; however, the original loan was adjusted only once, as confirmed by their own records.

I received a letter stating that my loan was paid in full as of November 1, 2022. Despite this, several reporting agencies, including TransUnion, continue to show the original loan amount of $60,523. I have made multiple attempts to resolve this issue via phone, and letters three years ago they are aware of the problem. They have sent confirmation letters indicating that it will be addressed, yet the issue persists.

I have disputed this matter with all three credit bureaus, but the inaccuracies remain. Under the Servicemembers Civil Relief Act (SCRA), I have the right to dispute inaccurate or incomplete information on my credit report. This law requires that both consumers and the BBB investigate the disputed items and correct or remove any inaccurate, incomplete, or unverified information to ensure my credit report is accurate and up to date.

Enclosed are several correspondence letters from JPMCB Home, Chase, ***************** Chase, and Bank National Association for your review.

Thank you for your attention to this matter.

Sincerely,
***********; *****
Business Response
Date: 09/25/2024
****, Jessica
3:58 PM (17 minutes ago)
to me, *******

Good afternoon:

We responded to our above mentioned customer's concerns. To protect their 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.

Can the status of this complaint be changed from unanswered to answered in the BBB portal?

Thank you,

******* ****| Business Analyst - Chase **************** Letter Review Team | Chase | **************************************************************************************** |Email: ***************************************
Initial Complaint
Date:09/01/2024
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.
Chase mistakenly reported to the credit bureau that I was delinquent on the mortgage which caused my credit score to decrease by 184 points. I was granted a mortgage forbearance last Fall. After the forbearance period, my wife ***** and I started paying the mortgage as agreed. For some unknown reason, our payments went into a holding account while Chase took months to decide to start accepting the mortgage payments. It was during this time period of us paying the mortgage and Chase not applying the payments to the account that Chase reported us delinquent and both of our credit scores plummeted. This has caused a series of other problems. One of which involves another department with Chase. We have a property insurance claim and Chase will not sign off on the payments because they say that we have been delinquent paying the mortgage. That Chase department is relying on the credit report. We have another credit related issue because our credit is now low. We would like Chase to repair the damage with the credit agencies and coordinate with the department that is holding onto our insurance settlement and prohibiting us from paying the restoration company the money they are owed.
Business Response
Date: 09/18/2024
We responded to our customer's concerns. To protect their 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: 09/28/2024
This dispute is really about a $100 missed payment for January, 2024. On December 18, we made our first $100 payment as per the forbearance agreement. We were obligated to make a payment of $100 per month. We did not make a payment in January 2024. On February 13, 2024, we made a $250 payment to Chase because we realized our error in not paying in January. The more than double payment in February should have brought us up to date. Chase did not apply the extra money to the deficit and clear the matter up. Chase has a strange and incomprehensible method of placing payments in an account named "unapplied" which appears to damage borrowers. If Chase had applied the extra money paid in February there would be no problem. Chase could have reported to the credit bureau that we had made a payment 30 days late and that would have been fair. However, Chase never contacted us during this time to point out that there was a problem or to ask how we intended the double payment to be applied. Chase waited until July to report to the credit bureaus that we were 150 days late which is not true. Chase committed libel by reporting such misinformation and my wife and I have been hurt by that reporting. I spoke to a ***** ***** who called me a couple of times. He stated that he was part of an executive staff. He explained that he was investigating the matter and I was hopeful that we finally were communicating with someone smart enough to correct the error. Mr ***** was smug and condescending and while he told us that he had investigated the matter, his unwillingness to comprehend the situation and to ask the right questions, made it clear that he intended to do nothing but check the box to report that Chase took our concern seriously and investigated. Mr ***** acted in bad faith. I have attached a letter we received from Chase, dated September 4, 2024, in which the second sentence reads, "We're reporting that we received your December 2023 through May 2024 payments and they were not late." Communications like these has made discussing the issues with so many Chase employees so confusing. Chase is continuing the harassment and libel by placing our August 2024 and September 2024 mortgage payments in and "unapplied" account and stating that we are late. Our credit has been seriously damaged and our scores have plummeted y 150 points. Chase through Mr ***** has said to me several times that Chase has to accurately report our failure to make the January payment. If Chase were really concerned with honesty, they would consider all the facts and realize that the $250 payment on February 13, 2024 should have been applied. They did not apply it and they have stood firm on their belief that we did not make the January payment. We made the January payment in February. The problem is that they did not apply the extra funds and made no effort to discuss the misunderstanding with us before making the false report to the credit bureaus. Chase has acted in bad faith and we wish they would transfer our loan to another company so we don't have to deal with them again.
Regards,

******* ****
Initial Complaint
Date:08/28/2024
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.
My home owners insurance dropped me in 2023. I contracted insurance through ******** in August 2023 with Chase Mortgage. I was informed later that Chase never received payment. I contact ******** who confirmed they sent it to the correct address. I contacted Chase who then contacted ******** to resolve the issue. I was told it was taken care of. I just received a letter from Chase saying I have not been insured all year. This is in acceptable as my home is in Florida and I am in peak hurricane season. I can’t rely on Chase to resolve this as they failed to do so in the past. I will also open a case with the Federal Trade Commission and any other government agency that can help push a resolution along. I will update this case with supporting docs, records of correspondence between ********* and Chase.
Business Response
Date: 09/24/2024
We responded to our
customer's concerns. 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:08/27/2024
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 asked for a 2 month deferment. I've been a customer for 38 years, never missed a payment. I had to go on disability which pays $900 a month. I need 2 months to create the amount to pay monthly. I'm trying to be responsible and proactive. I called they said miss a payment so I would get a credit score problem plus a late charge and pay double the next month. If I do that then they MIGHT consider a deferment. I have only 37K left on the loan. I have never been treated so bad. ****** was disrespectful and refused to have a supervisor get on the line. I don't mind going to news channel 3 on your side to publicly report you refuse a customer in good standing. Loan **********
Business Response
Date: 09/06/2024
We responded to our
customer's concerns. To protect their 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: 09/06/2024
They had no intention to work with the customer. After 38 years paying on a mortgage, they refused to allow to put 2 payments at the end of the loan. I find this to be a typical corporate and executive disrespect of a long time customer. They want me to default on my loan before they would even consider helping me. I'm considering filling another bbb complaint on them. This should be considered NOT RESOLVED and left as a Negative review

Regards,

****** ****
Initial Complaint
Date:08/27/2024
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.
Mortgage payments are automatic, yet we still get late fees even though we pay each month (It is there automatic payment system). Have contacted Chase several times with no action taken on their part. Thank you for your time and help
Business Response
Date: 09/06/2024
We responded to our customer's concerns. 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:08/26/2024
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 am seeking guidance to address the Assumption Process I started with Chase in January of 2024. At the time I applied for the Assumption process, I completed a series of questions to determine if I was a candidate to move forward. This was approved, and the process began in January 2024. At the time when I applied, I was advised this process will take 3-6 months. I was not prepared for the laborious process, poor communication, duplicated efforts and requests, and negative experience I would be encountering. There are many flaws/problems with the Chase Assumption Process. First and foremost I would like to share what several Chase employees have shared with me about the process; they are extremely busy with many Assumption requests, and have only so many people in the department. The lack of either proper staffing, a defined process, accurate processing and many other aspects has made this process unbearable and much longer than it needs to be. The Assumption Team is not customer facing. During this process I have not had a dedicated person to contact, ask questions, and verify requests of Chase. The process to speak to someone is to initiate a call with a team called Life Events, and then they will arrange a call back for you, with a Relationship Manager. that takes 5 business days. I have been talked to very condescending by a Relationship Mgr. Chase requests information via ***** The only form of communication with regard to the Assumption Process is **** or Fax for paperwork exchange. I've received requests for information every month since January, and my file has gone through underwriting each time new info is received. The underwriting team is missing things in review and not requesting all information needed to form a decision. I'm in month 8 of this process with no conditional approval, no indication in sight what this outcome will be. (the request for info keep coming.) Your help is critical to resolving this situation with Chase.
Business Response
Date: 08/28/2024
We responded to our customer's concerns. To protect their 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: 08/31/2024
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 22192736

I am rejecting this response because:

Regards,

*****************************
Initial Complaint
Date:08/22/2024
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 was originally with first republic but assumed by Chase in October 2023. Since then, my spouse and I divorced and Chase has been ignoring our requests for a loan modification which clearly isnt excluded from our first republic mortgage contract. My ex spouse earns 500k a year with zero debt and a 600k mortgage with Chase so she will have no problem assuming the mortgage. It seems like Chase will only help us refinance strictly so they can make money. Chase mortgage employees out of ********************* have confirmed the ease in which Chase can modify the mortgage.
Initial Complaint
Date:08/14/2024
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 started a home loan in Feb 2024 with Chase. We picked chase over any other bank because on the very first phone call we were advised that if we do not close in 30 days we would be given 5000 towards are closing fees. So we picked chase for that very reason alone. Fast forward and we are working on our loan and I am calling once every other day to make sure that everything is going as it should be, signing documents the hour they are sent to me. Sending and resending documents, until we got to the appraisal- chase chooses who does the appraisal. Appraisal took weeksssss to come back, causing a major delay in closing. During closing chase was still asking for documents and even with us closing a week Late I was contacted by chase afterwards asking me to send in more documents and to sign and back date them- sounds very legal right... I refused. Chase has too many hands in one mortgage and nobody knows what they are doing. The amount of times I was told "let me see with my team and I will get back with you" is absurd. I had the manager pull the call to confirm I was given this. info and was advised call was pulled they heard it but tough luck pretty much. not an option. Chase needs ro own up or let me transfer my loan without all the extra fees. RUNNNNN do not get a home loan through them.
Customer Answer
Date: 08/15/2024
Why is this being closed as info only? I requested a refund from Chase. What do I need to do to reopen the case?
Business Response
Date: 08/27/2024
We responded to our customer's concerns. To protect their 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: 08/27/2024
The business did absolutely nothing to make this right.
I got a call that pretty much said tough luck.
I will be refinancing & I do not recommend this company to any. Shady.

Complaint: 22143136

I am rejecting this response because:

Regards,

*************************
Initial Complaint
Date:08/13/2024
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 7/29/24 I paid property taxes to Chase Bank at ********* and ******* in the amount of $300. It was to be paid to Maricopa County Treasurer but was paid to the wrong account. My taxes have not been paid and were credited to another parcel number, not mine. The Operations Lead told me the branch manager was on vacation and it would take some time to order a reversal of the monies after which it would take 14 business days to resolve. I told her to start the process and I would wait at the bank. I waited one hour in addition to one hour when I first arrived explaining and showing clerks that I the $300 had been taking out of my account the SAME DAY on 7/29/24. I told her to I would incur additional interest rates by next month if not paid. She said, "I am very sorry and did not offer reimbursement of the $300 or the new interest fees. She hesitated on starting the process initially until I insisted. She hesitated on giving me the name of the branch manager. She ultimately did give me a number to "*********" at the Power branch. I explained the sense of urgency. I would like my $300 refunded to me today so that I can pay my taxes timely. I attempted to resolve the matter 8/12/24 and it will take the bank 14 Business days or three weeks to resolve.
Business Response
Date: 08/23/2024

************************
3:42 PM (21 minutes ago)
to me, *******

Good afternoon:

We are still researching the customers complaint and request an additional 10 days to complete our research.

Thank you,

***********************| Business Analyst - Chase **************** Letter Review Team | Chase | ************************| ********, *********; ***** |Email: ***************************************
Business Response
Date: 08/30/2024
************************
3:34 PM (19 minutes ago)
to me, *******

Good afternoon:

We are still researching the customers complaint and request an additional 10 days to complete our research.

Thank you,

***********************| Business Analyst - Chase **************** Letter Review Team | Chase | *********************************************************************************; ***** |Email: **************************************************

Business Response
Date: 09/10/2024
************************
Mon, Sep 9, 3:15 PM (17 hours ago)
to me, *******

Good afternoon:

We are still researching the customers complaint and request an additional 10 days to complete our research.

Thank you,

***********************| Business Analyst - Chase **************** Letter Review Team | Chase | **************************************************************************************** |Email: ***************************************
Business Response
Date: 09/10/2024
We responded to our customer's concerns. 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:07/15/2024
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.
1. *************** Policy Purchase:On June 18, Chase purchased a new flood insurance policy that is over double the cost of my original policy, covering my home for $150,000, which is less than the previously insured $170,000 and Chase's own appraisal value of $172,000. This action was taken almost two weeks after I communicated my concerns via email, which Chase ignored.2. Escrow Mismanagement:Chase has been inconsistent with my escrow since taking over my mortgage, leading to increased costs and financial stress. I find it difficult at this point to trust the amount allocated to my escrow as analyzed by Chase.3. Breach of Fiduciary Duty:By not reinstating my original flood policy and forcing me into a more expensive, less beneficial policy, Chase has breached its fiduciary duty. This includes refusing to obtain the policy page from the insurer to make payment, despite immediate response to their notice.4. Lack of Communication and Transparency:Communication ceased after my request to reinstate the original policy. Chase failed to inform me of their actions, resulting in unexpected changes to my account and increased monthly payments by 10% from $912 to $1,012.5. Financial Hardship:I have communicated my extreme financial hardship to Chase on multiple occasions. However, Chase has continued to increase my financial burden, pushing me further into insolvency instead of providing assistance. My mortgage payment increases have caused significant distress, particularly while dealing with personal family matters, including the death of my brother and the care of my fragile parents.6. Negligence and Potential Racketeering:The process Chase has followed reeks of racketeering against borrowers. Expecting me to act as the intermediary rather than contacting my existing flood insurance directly defeats the purpose of escrow. It seems Chase may have a partnership with the flood insurance company they switched me to without my consent, given the circumstances.
Business Response
Date: 07/24/2024
From: ************************ <***************************************>
Date: Wed, Jul 24, 2024 at 3:35 PM
Subject: ***************** BBB Complaint ID ********
To: *************************************** <**************************************************>
Cc: ********************************************************************************************************************************** afternoon:

We are still researching the customers complaint and request an additional 10 days to complete our research.

Thank you,

***********************| Business Analyst - Chase **************** Letter Review Team | Chase | **************************************************************************************** |Email: ***************************************
Business Response
Date: 07/29/2024
We responded to our customer's concerns. 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: 08/05/2024
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 21992309

I am rejecting this response because:
The company states it reached out to me, but I have not received any letter, neither mail or email.
This is actually concerning as Chase responded through the **** portal, but not through BBB. I wonder why they would do that unless they know they're guilty of the fiduciary duty claimed ??
The following is the response I provided on the **** portal:
The response completely ignores the breach of fiduciary duty which is the most major concern. Chase has not provided any explanation for why the lender provided flood insurance was doubled from 773 to 1600 nor why the coverage is for 20k less than the original policy (and Chase's own property assessment of 170k).

Additionally, I have not received any form of written communication, whether email or mail from Chase regarding this complaint. My insurance agency states they never received the calls about obtaining a renewal request. Regardless, the agency is just a third party as the insurance was provided through FEMAs own National *************** Program.

Chase is continually proving time and time again a lack of work/moral ethics. It is clear there is racketeering going on with their "lender provided insurance." I live in a desert that receives virtually no rain. Even when it flooded in town last year, my property wasn't even close to any standing pools of water, or otherwise negatively impacted in any way. In no world does it make sense for my lender to cancel my federal policy to buy one for double the price through their own company and cover me for 150k (20k less than the bank's own assessed value of over 170k). It also reeks that my property insurance is less than 800 a year but now my flood policy is double that as well.

Chase is purposely not addressing all of my claims because it knows how serious the breach of fiduciary duty is, especially with regard to the fact that the flood insurance program they changed me to is their own.

Finally, it is extremely concerning and telling that Chase does not communicate to these serious allegations outside of phone calls. Matters as serious as these require WRITTEN documentation; thus Chase must be cognizant of its own guilt, since it is unable to put pertinent communications in some reviewable form.
Regards,

***** Nomat

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JPMorgan Chase Bank, National Association is NOT a BBB Accredited Business.