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Business Profile

Mortgage Lenders

JPMorgan Chase Bank, National Association

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Mortgage Lenders.

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

    • 175 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:04/22/2024

      Type:Sales and Advertising Issues
      Status:
      Answered
      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.
      After Chase Mortgage denied my home loan, I did not receive my 500-dollar good faith estimate refunded. I requested this refund on multiple occasions through my loan officer, manager and customer service agent. I sent a demand letter over 2 weeks ago and have yet to receive a response. The attached demanded letter explains in detail the failure of chase bank to process my loan application on a timely manner. I was disapproved for the loan 72 hours from closing. I attempted to work with chase and requested that they transfer my appraisal to my new lender. They would not and still kept my 500 good faith estimate in which they stated the funds were used to pay for the appraisal.

      Business Response

      Date: 05/02/2024

      We responded to our
      customer's concerns by letter. 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.

    • Initial Complaint

      Date:04/04/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 is at a variable rate. Now at 11.5%, making it impossible for me to pay.
      Late payments have been reported which are erroneous. They have not dealt with me in good faith over the years.

      Business Response

      Date: 04/19/2024

      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.

    • Initial Complaint

      Date:03/28/2024

      Type:Customer Service Issues
      Status:
      Answered
      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 company has mishandled my payments and is not applying my payments correctly, which, if not corrected, will impact my credit and continue to incite my PTSD.

      Business Response

      Date: 04/16/2024

      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.

    • Initial Complaint

      Date:03/13/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 requested PMI be removed from my mortgage. The value of my home is well above the $273,000 value needed to have enough equity to not require PMI. I paid $150 to Chase about 2 months ago. On February 8th I believe they sent an appraiser to my home. The appraiser was an elderly gentleman, maybe 75 years old. He seemed very forgetful. Asked me about 5 times how many bathrooms I have after he had viewed and photographed the 2.5 baths. I was supposed to receive a report explaining the value of my home and whether PMI was removed. Never received the report. Looked online under my mortgage account and it says no letters or documents for 2024. I called Chase and the customer service woman said my PMI wasn't removed because according to the appraiser I'm around $1,000 short on equity. I should not be short at all. My neighbor with the same floor plan and less upgrades than me has his home listed for $339k. I purchased my home for $238k. I put in over $20k in upgrades including an epoxy garage floor, new cedar fence for the yard, refinished the hardwood floors throughout, and upgraded fixtures and cabinets in the bathrooms. Added a Level 2 EV charger to the garage. Upgraded the electrical panel and doubled the capacity to 200 amps. These are all things that the $339k house doesn't have. Redfin has my home estimated over $280k without my upgrades. The appraiser was way off and I think it's due to possible dementia. Plus I never received my report.

      Business Response

      Date: 03/25/2024

      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: 03/27/2024

      The woman that has been handling my complaint has done absolutely nothing to help resolve the issue. I had to call Chase customer service 2 weeks after filing this complaint to request a dispute form which never arrived. Just like the original BPO which they failed to send until I complained.

      The appraiser used by Chase completely ignored all of my upgrades that I had listed on the Chase form. I had mailed the form to Chase as well as submitting it online. He ignored the electrical to the house being upgraded from 100 amps to 200 amps. That's like a $15,000 job. I also have a $700 EV charger professionally installed hardwired in the garage. The garage floor also has been sanded and epoxy coated. The yard has a brand new cedar fence with a gate. The hardwood floors are refinished and re-stained. The bathroom sink on the main floor was upgraded from a pedestal sink to a deluxe cabinet sink. He also left out a bedroom and a full bathroom from his report even though he included pics of them in the report. He called the 4th bedroom a "Storage" room. He undervalued my home by around $40,000. All the upgrades were pointed out to him when he took pictures of the home. They were all on the Chase upgrade form. I want this fixed and my $90 refunded for my April mortgage PMI that I shouldn't owe but paid due to Chase negligence. I also want my $150 back that Chase charged for the appraisal since I never received an accurate appraisal. Then I need the PMI removed and a letter stating so to be sent to my address. They've done zero to resolve their negligence. ****** ******** who has been handling my complaint has done nothing. She hasn't investigated the matter. She hasn't spoken to anybody in her PMI department. She hasn't spoken to the appraiser. She has done nothing. 



      Regards,



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

    • Initial Complaint

      Date:03/04/2024

      Type:Order Issues
      Status:
      Answered
      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 a mortgage amount that I pay totaling $564. They have raised it to $874 due to what they are calling escrow. My insurance was always $2,264 but they assessed it at $1,731.

      Business Response

      Date: 03/18/2024

      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:02/29/2024

      Type:Billing Issues
      Status:
      Answered
      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 account with JPMCB HOME was never late! I have had exceptional payment History
      With JPMCB HOME and all payments were placed in Autopay. This late payment that is
      reporting is a result of a systematic error on their end processing my payment.
      This was clearly a billing error made by the company and it is not a reflection of my payment
      Experience which violates USC code 1681eb. This error has caused severe hard to my
      Reputation, my character, my mode of living and to my family!
      I demand the late payment reported in Jan 2024 to be removed.
      They are not in compliance with the following law 15 USC 1666b and its requirements set the
      Standards and the guidance of a creditor to treat a payment as late, yet they are reporting a
      payment as late and they did not comply with the law!
      15 USC1666b
      (a)Time to make payments
      A creditor may not treat a payment on a credit card account under an open end consumer credit
      Plan as late for any purpose, unless the creditor has adopted reasonable procedures designed
      To ensure that each periodic statement including the information required by section 1637(b)
      of this title is mailed or delivered to the consumer not later than 21 days before the payment
      due date.
      JPMCB HOME never sent the periodic statement along with the disclosures from section
      1637(b).
      I have requested proof that this information was mailed or delivered 21 days before the payment
      due date and this information was requested in a good faith pursuant rule 1002 and it was never
      provided
      This is unfair, Illegal, fraudulent , and not equitable to me as a consumer!
      Delete the late payment from my consumer reports

      Business Response

      Date: 03/13/2024

      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.

    • Initial Complaint

      Date:02/28/2024

      Type:Order Issues
      Status:
      Answered
      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 had a flood in September 2021. It took just under 2 years to finish up the claim. Multiple contractors, invoices, inspections and much more. One company who did multiple inspections is Chase working with a subsidiary company called Insurance Claim Check. They confirm the repairs on behalf of Chase since the hold the mortgage and have an interest in the home as well. This only applies if a check is over 40k.
      We have complied with all inspections including the last one in January 2024.
      That inspection determined that 99% of the repairs were complete and the funds are cleared to be forwarded to us. My complaint is the result of Chase Mortgage is “holding” $43,000 of our money for no reason whatsoever.
      I have spoken to 8 different reps and 4 Supervisors with different answers if they had an answer at all. Three of the 4 Supervisors emphatically agreed that the money is cleared to send. However the case is assigned to the fourth supervisor who refuses to release the funds. I would love to post her name but we cannot do that on BBB.
      She continues to hold the funds regardless of all inspections being complete and the funds are cleared. She claims she has to speak to contractors and the insurance company that paid the claim. This is outrageous. She has no reason or responsibility to do so. It is not a function of a bank or mortgage company at all. Everything is documented with the insurance company and they issued a check. Chase deposited that check in an escrow account and simply refuse to forward those funds to the rightful owner, is.
      The funny thing here is that our mortgage is under 30k at this time so Chase has very little interest in our property.
      Do the right thing Chase
      If there is a resolution Dept then resolve this
      Thanks

      Business Response

      Date: 03/11/2024

      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: 03/12/2024

      I did receive one letter , addressed to me asking for my address and a loan number No response regarding the complaint

      Regards,



      ****** *****

    • Initial Complaint

      Date:02/14/2024

      Type:Service or Repair Issues
      Status:
      Resolved
      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 went to Chase Bank in December 2023, and got pre-qualified for a home mortgage. I met with ****** *****. I placed an offer on a condo, and it was accepted on Jan 24, 2024.

      I went in to Chase Bank on Jan. 25 to sign the mortgage papers, and met with ****** *****’s assistant ****** ****. Chase requires a $500 good faith fund for the mortgage process, and it is reimbursed at the time of closing. I paid that on Jan. 25 with my **** MasterCard.

      On Feb. 2 I received a phone call from my realtor, **** ******, stating that there was a problem with Chase being my lender. Chase did not agree with the wording in the insurance policy for the roof that the condo HOA has in place. The HOA would not change it, so Chase said that they could not provide the lending for this property. ****** ***** also called me on Feb. 3 to tell me this news.

      My closing was supposed to be on Feb. 16. I asked ****** ***** if he could credit the $500 I gave Chase for the good faith fund. He said that he would check with his manager. I emailed both ****** ***** and ****** **** several times regarding the $500. ****** ***** finally responded on Feb. 12 stating that Chase would not be giving me the $500 back because Chase payed the appraisal fee for the property on my behalf.

      I did not ask Chase to pay that fee, ****** **** said that I qualified for that. Plus the appraisal fee and the good faith fund are two separate fees. The good faith fund is in place so that the buyer goes through with the lending. I am still purchasing the condo, but Chase backed out of the lending. They should not keep my good faith money. I have had to find a new lender, and I have new fees with them.

       

      Business Response

      Date: 02/20/2024

      We responded to our customer's concerns by letter.
      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: 02/20/2024

      [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]



      Better Business Bureau:



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



      Regards,



      ***** ******

    • Initial Complaint

      Date:02/12/2024

      Type:Billing Issues
      Status:
      Answered
      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.
      They have not and will not report my mortgage on my home for over 26 years. Almost paid off and I'm sure has effected my credit rating.whuch has caused higher interest rates for years. Their fix was to say accounts closed. Does this mean I don't have to pay them any more?

      Business Response

      Date: 02/23/2024

      From: ****, ******* <**********************>
      Date: Thu, Feb 22, 2024 at 4:20 PM
      Subject: ******, **** BBB Complaint ID ********
      To: ********* ********** <[email protected]>
      Cc: ********, ******* N <****************************>


      Good afternoon:

       

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

       

      Thank you,

      ******* ****| Team Lead - Chase Executive Office – Letter Review Team | Chase | **** ****** ****** ********* ****  ***** |Email: *******.****@chase.com

       

      Business Response

      Date: 02/26/2024

      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:02/07/2024

      Type:Customer Service Issues
      Status:
      Answered
      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.
      Recently, I switched home insurance providers. Chase paid the prior insurance provider and the current insurance provider. There was an escrow shortage and now my payment has increased from $2648.04 to $2904.11 which is something I cannot afford. I called on Monday, February 5 and the representative could not explain to me thoroughly or about the shortage or what amount needed to be paid in order to reset or reduce my payment back to $2648.04. This frustrating since I am on bi-weekly payments and one will be withdrawn on the 15th. I want an experienced manager with escrow to contact me so I can understand the shortage and what amount needs to be paid prior to the 15th in order to reset my payment back.

      Business Response

      Date: 03/11/2024

      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.

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

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