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

176 total complaints in the last 3 years.
53 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.

Initial Complaint
Date:01/18/2024
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 home loan originated with ****** ******** on May 26, 2020. Chase purchased the loan and assumed responsibility for payments on June 1, 2023. Since June 1, 2023, Chase has misappropriated some of the paid funds by applying them towards the principle. The website used to make our payments has an option to choose between applied payments towards the principle, the full monthly amount, or a partial payment. Both my wife and I make partial payments given the schedule of our income payments from our employers.

Since mid-December 2023, Chase has refused 4-5 opened case requests to reappropriate the misapplied funds from the principle and apply them towards the monthly payments. This has resulted in my wife, and I being harassed and humiliated by Chase to collect on what it deems as unpaid monthly payments when the real problem falls on Chase's ability to correct its own mistakes.

I am further requesting that Chase correct its well documented errors and stop harassing my family for its own malfeasance. I will not stop until Chase fills its moral and ethical responsibility.

Regards,
**** * ****
Business Response
Date: 02/13/2024
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:01/17/2024
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.
We had a fire in february of 2023 and have been dealing with Chase Insurance Claim department for many months to get access to our Insurance remodeling claim checks totaling $450K.

Along the way we have dealt with complete attitude and incompetence including wrongly denoting our accounts as past due. (Outrageous - we have never missed any payment to anyone ever and have 850+ credit scores). Lots of paperwork mistakes from Chase Insurance Claim department. Slow turnaround times of usually 5 business days, only to be rejected for paperwork issues that were deemed as correct already. This has lead to months of delays in access to funds, causing us to spend our own money out of pocket.

The most shocking thing is that we have a historic home in Illinois with a cash to loan value of 1.4M to 199K and you would think our problems would be with the village inspectors or our insurance adjuster given that we have a $450K remodel after mitigation, which moneys are being held hostage by Chase. And yet nobody at Chase Insurance claim check cares. They are mostly difficult. I have spent hours (up to 30 hours) on the phone trying to get simple things resolved. The website is terrible and is not helpful as customer. Easily prone to customer mistakes and issues.

To boot we are 25 year customers of Chase Banking and now brokerage with over $3M in banking and securities.

This has cost us lot of time, money and opportunity! I am done with Chase entirely
Business Response
Date: 01/26/2024
We responded to our customer’s
concerns. We understand that our customer is not satisfied with our response,
but without new information to review, our decision will not change.
Initial Complaint
Date:01/17/2024
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.
I am filing a formal complaint against Chase. I have also filed a formal complaint against their co-conspirator, *********. Chase is holding our insurance claim funds HOSTAGE, nearly 105,000. The total hail claim was nearly $187,000 which is less than we owe on our home loan, our home is valued at approx 600,000. Chase has repeatedly stated they only work with ONE inspection company, *********, to do home inspections to confirm progress on repairs from insurance claims so that they will release funds. ********* is incompetent and my 2 year old son could do a better inspection. Our first inspection our progress was approximately 75% complete, ********* stated it was 10%. ********* has repeatedly stated our roof was never replaced. It was MONTHS ago, and passed city inspection months ago. ********* has stated they came to our house to do a home inspection on CHRISTMAS DAY, this obviously never happened. ********* has stated our house was never repainted, it was months ago, before the roof was even installed and our house is a completely different color now! Chase is refusing to release funds so that we can pay contractors that finished their projects 4-5 months ago. The only remaining part of the hail damage claim to be completed are some custom sized windows that have been on order since September. These are being installed next week. We have requested ANY OTHER INSPECTION COMPANY OTHER THAN ********* provide an accurate and professional inspection but Chase refuses to send anyone else to our house. All our home loans have been through Chase, most auto loans, all our checking and savings accounts are with Chase. We plan to sell this house this spring but will NOT be using Chase for our next home loan and we will be moving all our bank accounts from Chase once our move is complete. This treatment is absolutely ridiculous and unprofessional. I expect a high level manager to contact me with a full explanation and a new action plan regarding this total failure.
Business Response
Date: 01/29/2024
****, *******
Fri, Jan 26, 3:33 PM (3 days ago)
to me, Tiffany, Michael

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 Review Team | Chase | **** ****** ****** ********* **** ***** |Email: *******.****@chase.com

Business Response
Date: 02/05/2024
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: 02/05/2024
[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:01/12/2024
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 have been paying monthly minimum payments on the $150,000 Home Equity line of credit for over 17 years now, but because of how the loan was structured, I still owe over $98,000. I received a very bad loan from Chase Bank at a fixed rate of 8.6% and did not have a lawyer present to advise me on the details of the terrible loan I was signing with Chase Bank.

I have since tried to modify the loan, but Chase is unwilling to change the contract, holding me responsible for signing the terrible loan. At this rate, I will end up paying over a million dollars on a $150,000 loan, as I am expected to pay Chase monthly payments of $1,310.00 through 2037.

This is a very unfair business practice, and Chase Bank is exploiting me. I really need help from your law firm or any recommendation to settle this terrible Home Equity line of credit with Chase Bank.

Please help me.
Business Response
Date: 01/24/2024
****, *******
Tue, Jan 23, 3:24 PM (16 hours ago)
to me, *******, *******

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 Review Team | Chase | **** ****** ****** ********* **** ***** |Email: *******.****@chase.com

Business Response
Date: 01/24/2024
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.
Customer Answer
Date: 01/24/2024

'***** ******' via Dispute Resolution - Shared Inbox <[email protected]>
3:14 PM (1 hour ago)
to [email protected]

Dear Ms. ********* **********,
My complaint ID number is: ********

Please see below the response from JP Morgan Chase Bank. I have no comments to make at this point as they are requesting more time to research the matter. I will respond as soon as I receive further communication from Chase Bank.

Best regards,
*****.
......................................................................................................................

****, *******
Tue, Jan 23, 3:24 PM (16 hours ago)
to me, *******, *******

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 Review Team | Chase | **** ****** ****** ********* **** ***** |Email: *******.****@chase.com

Customer Answer
Date: 02/07/2024
From: '***** ******' via Dispute Resolution - Shared Inbox <[email protected]>
Date: Tue, Feb 6, 2024 at 5:02 PM
Subject: Fw: You have a new message from the BBB of Central Ohio in regards to your complaint #********.
*** ************************************* **************************************** **************** ******************* *********************************** ************************************** ************************* **************************** ************************** ****************************

Dear Ms. ********* **********,
My complaint ID number is: ********

Please see below the response from JP Morgan Chase Bank, dated January 24th, 2024.

They said they have reviewed the concern and are not going to change their decision. They intend for me to keep on paying interest upon interest for a $150,000 Home equity loan. As noted, I have been paying monthly since 2008 and still owe over $ 130,000, as barely any payment I make goes to the principal. They have been applying hundreds of thousands to interest over the past 15 years.

I have made monthly payments to Chase in the amount of some $235,800 ($1310 x 12 x 15). Of the $235,800, only about $ 20,000 has gone to the principal, meaning I have been paying Chase over $215,800 in interest payments over the last 15 years. Just last month, Chase Bank announced that it expects full-year net interest income (NII) of $90 billion. That was higher than estimates of $86.2 billion, according to LSEG data. In the quarter, NII rose 19% to a record of $24.2 billion.(JPMorgan's annual profit surges to record even as quarterly net income dips | Reuters).

I have brought this to your attention as this is an unfair business practice, and I would like the support of the BBB, together with a lawyer (I have copied a few who may be interested in assisting me), to cancel this debt, which has been paid off many, many times over.

Chase Bank keeps on citing a promissory note (also attached at the end) that I signed. This was done without the presence of a lawyer to advise me of the terrible loan I was obtaining. Normally, the bank should allow me the courtesy to seek legal counsel when signing such life-altering long-term loans. This was not afforded to me, and the terms of the terrible home equity loan were not explained to me by the Chase representative. This was during the 2008 predatory lending, which caused the subprime housing crisis. A lot of people ended up defaulting on their loans and lost their properties to foreclosure.

As a result, Banks such as JP Morgan Chase received billions of dollars in relief from the Federal Government as they were considered too big to fail. In 2008, JPMorgan Chase received a $25 billion bailout from the Federal Reserve. (bail out for chase bank during subprime housing crises - Google Search. But yet, Chase Bank still continues to exploit customers like me and refuses to give us any reprieve.

As Chase Bank has repeatedly refused to change its decision (see attachments), I would like to sue JP Morgan Chase for a large sum so that they may stop this abusive practice towards hard-working customers.

Please assist me or direct me to someone in the department or legal counsel who can assist me in resolving this matter with JP Morgan Chase Bank. And if any lawyer, enclosed here can assist me, please contact me.

With thanks and kind regards.

***** ******.
Cell: *** *** ****

----- Forwarded Message -----

From: ***** ****** <************@yahoo.com>
To: [email protected] <[email protected]>
Sent: Wednesday, January 24, 2024 at 03:14:12 PM EST
Subject: Fw: You have a new message from the BBB of Central Ohio in regards to your complaint #********.

Dear Ms. ********* **********,
My complaint ID number is: ********

Please see below the response from JP Morgan Chase Bank. I have no comments to make at this point as they are requesting more time to research the matter. I will respond as soon as I receive further communication from Chase Bank.

Best regards,
*****.
......................................................................................................................

****, *******
Tue, Jan 23, 3:24 PM (16 hours ago)
to me, *******, *******

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 Review Team | Chase | **** ****** ****** ********* **** ***** |Email: *******.****@chase.com

----- Forwarded Message -----

From: Better Business Bureau <[email protected]>
To: "************@yahoo.com" <************@yahoo.com>
Sent: Wednesday, January 24, 2024 at 02:50:47 PM EST
Subject: You have a new message from the BBB of Central Ohio in regards to your complaint #********.

BBB










Better Business Bureau ®
BBB PROVIDES A SERVICE THAT MARKETS
TRUST IN YOUR BUSINESS & BRAND






Company: JPMorgan Chase Bank, National Association
Consumer: ******, *****

This e-mail is to notify you that you currently have a new message with BBB in regards to complaint #********.

Please click on the link below to access BBB's Online Complaint Management System to read this message.


Go to: ****************
Enter Code: *************


This is a post-only mailing. Replies to this message are not monitored or answered. If you have any further questions or concerns, please do not hesitate to contact us at ###-###-####.

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--
********* **********
Senior Dispute Resolution Consultant
BBB Serving Central Ohio
###-###-####
bbb.org
Initial Complaint
Date:12/31/2023
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.
Dear Sir or Madam:
My Complaint refers to dispute I filed with Chase Bank, Mortgage Dept. The history of dispute is as follows.
I made an inquiry and a dispute with Chase Bank Mortgage Dept. in August 2023, regarding their report of my mortgage payment history to the three credit bureaus, TransUnion, Equifax, and Experian. My dispute kept getting passed around to different persons without resolution. My dispute refers to the report that my payment was 30-days late in June 2023. This report fell under “derogatory” information, lowering my credit rating and causing my credit line to be reduced and denied by other banks. I requested Chase Bank to re-consider the circumstance under which it had happened and to extend grace by removing the late payment record.
The circumstance is as follows: I have a FHS mortgage loan at Chase for the past 16-17 years. Following the nationwide COVID-19 crisis, I was presented with a chance to apply for a federal disaster relief program, the Homeowner Assistance Fund (HAF), and was granted the temporary forgivable loan. I signed the HAF document with Oregon Housing and Community Services (OHCS) in April 2023 and was instructed during the signing session that I would need to make the current month's mortgage payment and the next month's, and that the HAF would be making payments after that.
(Continued in the attached letter)
Business Response
Date: 01/12/2024
From: ****, ******* <**********************>
Date: Thu, Jan 11, 2024 at 4:28 PM
Subject: ***, ****** BBB Complaint ID ********
*** ********* ********** *********************************
*** ******* ****** ****************************

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 Review Team | Chase | **** ****** ****** ********* **** ***** |Email: **********************

Business Response
Date: 01/29/2024
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.
Initial Complaint
Date:12/31/2023
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 first contacted chase for a mortgage pre-approval on August of 2023. I was pre-approved by ******* *****, before moving forward with the formal application ******* expressed that some loans had been denied in my building due to outstanding repairs. She requested several documents from me and management. I provided all the documents she asked for and said that the manager of the building had told me that chase had allegedly approved a mortgage for my building earlier this year. I asked her to please verify that information and to review all the documents before we proceeded with the formal application.
******* later spoke to my husband on the phone and said that she had checked everything and encouraged him to apply saying she had verified everything. (I believe this call took place between August 7th and 9th and i am sure is recorded) We proceeded to apply and pay the $500 nonrefundable fee trusting that she had checked everything and following her encouragement.
After almost a month I had no answer and after calling several people they told me my loan was denied for the very same reasons ******* expressed concern, reasons which she had checked and ensured we will be approved.
I spoke to management (Ivy Pingry) trying to get them to listen to the calls and to please refund me the $500 and she said that even if they did, they would only refund the money after "incurred expenses" which would be basically be nothing.
I believe this is malicious intent, they knew my mortgage was going to be denied and encouraged me to apply so they could collect the $500. What is even more confirmation that they acted maliciously is that 4 months later they have never provided me a written formal letter stating why my mortgage was denied.
This behavior is unacceptable and needs to be stopped. I understand there were expenses incurred in my behalf but I would have not applied if ******* had not encouraged us and straight up lied saying she had checked information she never checked.
Business Response
Date: 01/12/2024
From: ****, ******* <**********************>
Date: Thu, Jan 11, 2024 at 4:43 PM
Subject: Romero, Maria BBB Complaint ID 21073848
To: ********* ********** <*******************************>
Cc: ******, ****** <**************************>

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 Review Team | Chase | **** ****** ****** ********* **** ***** |Email: **********************
Business Response
Date: 01/13/2024
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:11/28/2023
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.
Repeat issues with Chase account payment, credit reporting, and disregard for timeliness and customer service in investigating a clerical or IT issue that resulted in Chase reporting my mortgage late five separate times. During the times reported as late, Chase mortgage bank is asserting a returned payment as the reason for my late payment, however the is on their end. On more than one occasion, I filed for an investigation with Chase, in the most recent investigation, they investigated the wrong years and months, reporting back months for which I did not even have a mortgage with Chase. Additionally, on one occasion, I spoke with a customer service rep and they only succeeded in removing all of my payment information without my permission. I was very clear, on multiple occasions that I did not prefer to file a compliant with the BBB, but I now have no other action as I have once again had a "new case manager, with a new investigation number," to address the credit issue. In all cases of late reporting, I have sent Chase bank statements, demonstrating the money came out of my bank account and they have not rescinded their marks on my credit.
Business Response
Date: 12/08/2023
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: 12/14/2023
Hello,
While I do feel that Chase has begun the process accordingly to look into this matter, no formal action has been yet taken. I am rather surprised to see Chase abruptly attempt to close this ticket.

Thank you

******* ******
Initial Complaint
Date:11/22/2023
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.
JP Morgan Chase Bank National has been sending me harassing letters and calls for months about their warranty home program. I have told them on several occasions to stop calling me and to remove me from their mailing list. I receive several letters a week with wording that is bold and capitalized ‘FINAL ATTEMPT’, ‘YOU HAVE NOT CONTACTED US’, ‘CALL IMMEDIATELY’, ‘RESPOND BY….’. The letters are also threatening. Exclaiming that I am at risk if I don’t purchase their service. I’m exhausted by their threats and harassment. They have to stop.
Business Response
Date: 11/29/2023
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:11/15/2023
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 was contacted in November of 2021 when the admitted to there error of late reporting and found my October 2021 payment was in fact received ontime but had been applied towards another payment option such as escrow or principal without my permission causing me to falsely be reported as delinquent and have a false delinquent balance. They sent me a letter November 2021 after I called which they stated the sent a correction to the creditors to be fixed which was incorrect. There negligence has now stay 2 years later and has caused me to lose out on a mortgage offer with my lender. I will not be getting my home. I am requesting all late payments be removed from my credit and any months they state were missed be sent to me in written itemized form for those dates only! The payment history packet they sent in August 18,2023 was soley to confuse me and detour me from asking to remove their error again.
Business Response
Date: 11/29/2023
We responded to our
customer's concerns by letter on November 29, 2023. 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:11/07/2023
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.
Our home taxes were never paid by chase our mortgage holders.
We had to pay the taxes plus late fees and penalties. Chase later paid the taxes but they were issued a refund by the county tax office (which they confirmed they received)
- this was weeks ago and we still have not received our money back or even received a call from the person “investigating” despite multiple requests to talk to him.
We are owed over 30,000$ and chase is illegally withholding that money under the guise of “yes we owe you but we are not going to pay you back yet”
Business Response
Date: 11/15/2023
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: 11/27/2023
no letter was provided explaining why they were withholding 20,000$. We received a check for 11,000$ when just a week prior chase sent a letter stating they have a credit for 31,000$. I requested explanation of account summary which was never received and they now are no responding to my follow up despite calling twice for explanation. They continue to withhold funds illegally and without consent
Regards,

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

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