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

• 

  JPMorgan Chase Bank, National Association

  PO Box 182051 Columbus, OH 43218

• 

  JPMorgan Chase Bank, National Association

  Parent Company Headquarters 100 E Broad St Columbus, OH 43271

• 

  JPMorgan Chase Bank, National Association

  3415 Vision Drive Columbus, OH 43219-6009

• 

  Chase Home Finance LLC

  343 Thornall St Edison, NJ 08837

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:10/23/2023

  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.

  In April 2023 I contacted Chase to refinance my mortgage. I was told my credit was not good enough to refinance & I should apply for a loan modification in which I did. From April to September, I was repeatedly asked to resubmit information that was already submitted (proof of income, bank statements, etc.) I kept asking why it was taking so long to get an answer as to whether or not i could qualify for the loan mod. & why i needed to keep resubmitting the same information. Customer service was giving me the run around from the "under writing department" & customer service could not do anything to speed up the process or contact the underwriters. Finally, in September, I received paperwork stating i qualified for a loan mod. but only 2 options available to me, neither were helpful. My options: pay July & August mortgage payments which were behind over the course of 3 months including my regular monthly mortgage payment to catch up July & August. I had already paid July by the time i received the packet. The other option was to pay an increased loan amount during a trial period to see if I could cover the trial period payments then I would be told whether or not I could get a loan modification. That option makes no sense. How would I be able to pay an increased mortgage amount if I am asking for a modification to lower the monthly amount? I have been in the same house for 18 years & have not missed any payments until July 2023 due to divorce. July and August have been paid. I filed a complaint with ***** ****** *** at Chase and was assigned an executive level representative that did not offer anymore help than the original customer service team. She did not know the answers to any of the questions. I asked for another supervisor at the executive level to contact me and have not heard back even after leaving multiple messages for a return call. Also, my home owners insurance was moved from ***** **** to Chase without my approval or without signing.

  Business Response

  Date: 11/09/2023

  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.

• Initial Complaint

  Date:09/26/2023

  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.

  JP Morgan Chase has a home equity loan against my home to which I hold the deed. The home equity loan is the responsibility of a 3rd party completely unrelated to my home. This is illegal, this is fraud, this is a violation of my rights, privacy, and safety as a homeowner. Chase has broken laws, violated contracts and has an illegal loan against my home. I have been in contact requesting assistance for 3 continuous months and have received nothing but false promises, lies, deciept, and cover up. They have committed fraud and continue to do so knowingly.

  Business Response

  Date: 10/19/2023

  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: 10/20/2023

  I received no response..... this is just another example of more lies from chase. No letter was received, no call was received, no contact was made. No resolution has been offered. 
  

  Customer Answer

  Date: 10/24/2023

  Transcript:
  Hello, my name is ***** ***l ###-###-#### is my phone number. You can call me anytime, any day, day or night. This is most important thing in my life, Complaint number: ********, against JP morgan Chase. They have an illegal loan against my home and you closed the case for no reason. They claim they responded, there has been no response, they claim there's a resolution, there has been no resolution, there's been no communication. You accepted what they said and you accepted there lies in close my case for no reason, my name is ***** ***l. my phone number is ###-###-####. My complaint number is ********, You closed my complaint, or no reason they like you, You accepted there lies in close my complaint. That's wrong, I have a valid complaint. They have an illegal loan against my home. And I prove that I sent all the information and it proved it, and you took their word as it took their lives as word and close my case for no reason. You close my case for absolutely no reason, with no resolution. No communication, no attempt at anything, please help me. My name is ***** ***l. My complaint number is ********. My phone number is ###-###-####. Please open my case. You cannot close. My case has been no attempt at communication. There has been no attempt at a resolution. There has been no attempt. At even a response, there has been no letters, there has been no phone calls. There has been no communication of any sort. They tell you there is a new accepted, in close the case for the reason. There has been no communication, non. There's no reason to close this case. This is an active case. No resolution has been made, no communication attempts have been made there, lying to you as they're lying to me. Please do not close my case. complaint number ********. There's no reason to close this case. There has been no communication, has been no resolution. There has been no attempt. They have done nothing but lie to you and me both. Please do not close my case, please call me back. My name is ***** ***l. My complaint number is ********. My phone number is ###-###-####. My complaint is against JP morgan Chase for an illegal loan against my home to which I hold the deed. You close the case for no reason. There has been no resolution, There has been no communication, there has been no attempt made. There has been no anything. Please help me. Please, do not close this case. Please call me back. Please help me. Please, I'm begging you. You are my last resort. Better Business Bureau is here to hold other businesses accountable. Please do not accept their lives and close the case for no reason. Least, I'm begging you, they're trying to steal my home illegally. Please do not close my case. Please call me as soon as possible. Please.
  Rate this transcript's accuracy Star rating
  
  

  
  

• Initial Complaint

  Date:09/25/2023

  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.

  I am disappointed with how the bank handled my recent late mortgage payment. I have always been satisfied with Chase's service in the past, but this experience has left me feeling frustrated and let down.
  

  In May 2023, I received a notice from ******** stating that one of my loans was being transferred to *********

  When I checked my Chase account for bills in June, I noticed that there was a mortgage account with auto-pay set up. I thought this was the loan that was going to be transferred out, so I turned off auto-pay for that account.
  I did not receive any warning from Chase that my payment was late, even after my Chase mortgage was past due for more than 1.5 months in August 2023.

  On August 14th, I received a letter from Chase's repayment plan department about the past due balance. This caught my attention, and when I looked at my online account, I noticed the overdue payment. I immediately submitted payment for the outstanding balance.
  I then called Chase customer service and was confirmed that the late payment would not be reported to credit bureaus.

  However, a few days later, to my surprise, I found on Experian and TransUnion that the late payment had been reported and my credit score had dropped more than 100 points.
  I am disappointed by how Chase handled this situation.

  Chase set up the mortgage account in 2022 for me with all the late payment warning settings turned off. As a result, I did not receive any alert about late payment. I usually check my Chase online account every few days for bill payment and unusual activities. I never saw any warning about the late payment on my online account on my Chase mobile app, except the promotion messages asking me to open new credit cards every couple weeks.

  I feel Chase is also responsible for helping a customer to mitigate a situation like this, instead of putting all the penalty to the customer.

   

  Business Response

  Date: 10/02/2023

  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: 10/02/2023

  Chase refused to take actions to resolve the credit report issue that they are sharing responsibilities for (lack of proper notifications to clients). 
  

• Initial Complaint

  Date:09/08/2023

  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 Mortgage is incorrectly reporting balances to all three credit reporting agencies. This has negatively impacted my credit score. This has now occurred on two separate occasions.
  
  Occurrence 1 (July 2023):
  - Principal Balance as of 6/02/2023 -- $407,554.27
  - Principal Balance as of 7/07/2023 -- $407,065.69
  - Balance reported to Bureau in July -- $409,379
  - I received a notification from the credit bureaus stating that my balance "increased from $407,554 to $409,379."
  - I called Chase customer service to address the matter and was ultimately unsuccessful. The agent said he couldn't understand why the balance was being reported higher than what we was seeing on his screen.
  
  NEGATIVE IMPACT of Occurrence 1:
  - Equifax FICO score dropped from 22 points 798 (report dt 7/16/23) to 776 (report dt 7/13/23)
  - Transunion FICO score dropped 7 points from 798 (report dt 7/16/23) to 791 (report dt 7/13/23)
  - Chase corrected the balance in August, but the credit scores did not recover. Equifax only increased 18 points of 25 points lost. Transunion only increased 1 point of 7 points lost.
  
  Occurrence 2 (Sept 2023):
  - Principal Balance as of 8/03/2023 -- $406,574.93
  - Principal Balance as of 9/06/2023 -- $406,081.97
  - Balance reported to Bureau in Sept -- $408,396.00
  - I received a notification from the credit bureaus stating that my balance "increased from $406,574 to $408,396."
  - I called customer service, and I was unable to get the issue resolved. The agent said he didn't know why the reported balance was higher than what was shown on the statement. He also assured me that my balance is only $406, 081.97, and that I do not owe more than that. He said that if we made a request for IT to fix the issue that it would not be worked on.
  
  NEGATIVE IMPACT of Occurrence 2:
  - I have received a message from Experian stating this change will negatively affect my credit score.
  
  SOLUTION:
  - Chase Mortgage should correct the August and July reported balances to all 3 credit bureaus.

  Business Response

  Date: 10/02/2023

  We responded to our customer's concerns by letter on 10 02, 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:09/07/2023

  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.

  For the past two months, I have paid the mortgage on this account, yet the money was not applied to the loan. Acct **********
  Each time I have paid the loan, I get an email telling me the payment has been scheduled. After that my statement shows that the loan is pass due. Chase has not processed the payment.

  Business Response

  Date: 09/20/2023

  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:09/06/2023

  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.

  Chase bought my mortgage 5/23 and now they have my Hurricane Ian settlement check for almost $164,000. Paperwork demands, of documentation that is not created and now they will not accepting my Public Adjusters endorsement on the check is preventing me from getting me my money to repair my home that was damaged almost a year ago. The local Chase bank in North Port saw all the endorsements and never said the PA signature was invalid. I have a hole in my roof and need to get my money to fix my home. Please get this straightened out.Thank you ********

  Business Response

  Date: 09/12/2023

  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:08/29/2023

  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.

  BBB On July 25 2023 I spoke to ****** ****** with Chase Home Finance about refinancing my home loan with the purpose of removing another individual on my current loan. During our discussion Mr. ****** stated that a deposit of $500.00 would be necessary to cover refinance and appraisal costs. I agreed to the fee.

  After a week of working with several financial advisors and title broker, Mr. ******, I was told that I would not be able to refinance unless I located the individual on my loan. After numerous calls the financial advisors, the Title Company, and myself could not reach the individual on my account/loan so I was not able to complete the refinance.

  On July 28 2023 I emailed Mr ****** reference a refund of my $500.00 because I was unable to complete the refinance.

  On August 18 2023 I spoke to Ms. ******, Chase Finance about a refund of my money. I was told that I would be notified on August 18, 21, 22 and 23 2023 about the status of my deposit. I have not received a status on the refund of my deposit as of August 28,2023.

  Chase did not provide any services for me related to the refinance because the refinance process was not completed.

  I feel that I should be entitled to my deposit which was paid with the understanding that the money was to be used for closing and title issues for the refinance which did not occur.

  On 29 Aug 2023 I was told that my deposit would not be refunded.
  

  Business Response

  Date: 09/07/2023

  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.

• Initial Complaint

  Date:08/28/2023

  Type:Order 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 live in a condo and have homeowner’s insurance through *****. My insurance policy is current and was recently renewed on August 6, 2023. I’ve called Chase on several occasions and given them my current policy information. However, Chase (mortgage company) has continued to take out of my escrow an additional insurance in my behalf in the amount of $236 every year. I was not notified nor have I consented to this insurance coverage. Whenever I spoke with a representative and questioned the charge, I was told ********* Insurance was another name for my current homeowner’s insurance policy, but that isn’t true. I’ve researched the insurance and found that it’s popular for areas where natural disasters occurs. However, I do not live in a tornado/flood zone area so this additional insurance is totally unnecessary. I’ve endeavoured to cancel this policy several times without success .
  
  I do not want ********* Insurance. And I would like for all of my previous payments taken out of escrow refunded back to me in the form of a check as this is sheer greed and dishonesty. For the past four years I have been ignored by Chase with their predatory practices forced upon hardworking individuals. Please please please BBB help me!

  Business Response

  Date: 09/07/2023

  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: 09/10/2023

  Chase has yet to issue funds bak into my escrow account especially after I paid the Homeowner's Insurance payments directly to the provider.I have proof of payments. Also, Chase has yet to get back to me in regards to documents I submitted regarding proof of having an HO6 policy for the years 2018 to current. Therefor, I fear they have not updated their systems and the same problem will continue to exist.
  

• Initial Complaint

  Date:08/21/2023

  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.

  About 2 months ago my Mortgage was transferred from ****** Mortgage( after being with ****** for 6 years ) to JP Morgan Chase. Here's where the problems began. In 6 years I've never once been late on my Mortgage or my Tax payments, and I've always maintained homeowners insurance. The moment JP Morgan Chase takes over my Mortgage the issues began. To start I began having my mailbox inundated with " please provide proof of insurance letters " which should have been in my Mortgage file that they now have. I get on the phone with ******* ****** * 06/18/23 ) and have them fax as well as email proof of insurance as well as log into my online ******* ****** portal and do the exact samething. As of 8/15/23 JP Morgan Chase still claims they never received proof. Second most important issue My 2 nd tax installment was late ( do to a reduction in my work hours ) and before I could send the payment including the late penalty; JP Morgan Chase pays on my behalf and proceeds to open up an escrow account . I immediately contact them on 8/16/23 letting them know that I had the funds to make the tax installment and wanted to take care of it right now today and to close the escrow account; my taxes aren't impounded. After a very emotional conversation with a kind hearted representative who understood what I'd been experiencing , she gets me on a two way call with the escrow department I explained I wanted to pay JP Morgan Chase in full for my taxes and requested that the escrow account be closed, they take my payment via telephone for the full tax payment including the late penalty; and assure me it will be applied and the escrow account will be closed. I then get an email on 8/18 telling me the mortgage payment received was short; I made my Mortgage on time, the payment that they received was to cover the taxes and close the escrow account. Chase mis applied my tax payment and I've filed a complaint with Corporate who has no clue how to rectify the issue. I need Chase to handle it!

  Business Response

  Date: 08/28/2023

  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: 09/01/2023

  JP Morgan Chase his still not resolved this issue and they have refused to return my calls from the executive office. JP Morgan Chase refuses to admit that they clearly screwed up and as of 9/1/2023 I'm still being given the run around as to my payment being mis applied. I will file a lawsuit to resolve this matter if JP Morgan Chase doesn't resolve this issue and if they refuse to contact me and explain how, when the call was on a recorded line with the escrow department on 8/16/2023 I make the full tax payment and give full instructions to close the Escrow /  Impound Account...that the payment is applied as a Mortgage Payment?!  JP Morgan Chase will not screw up my credit or ruin my exemplary mortgage payments history... I've never been late a day in my life, I have excellent credit because I always pay my bills on time. I NEVER RECEIVED ANY LETTER FROM JP Morgan Chase! Once again today I called and ******* ( Manager ) tells the receptionist to let me know I'd be contacted within 24hrs ; he refused to acknowledge me, he refused to show me the respect I deserved. Today is Friday , tomorrow is Saturday, and Monday is Labor day; why would I believe that I'd be contacted within 24hours, when I've been told for over 2 weeks that I'd get a call back within 3 business days? I Will File a lawsuit to make JP Morgan Chase Comply!
  

• Initial Complaint

  Date:07/21/2023

  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.

  I am writing to lodge a formal complaint regarding the home loan process I recently underwent with Chase Home Lending. As a first-time home buyer, I diligently reached out to multiple lenders, Chase being one of them. I completed an application with Chase, expressing clearly to my lending manager that the property deal was not yet confirmed. I had an inspection scheduled and planned to personally visit the property to ensure its suitability.
  
  Despite my explicit instructions, the process seemed unnecessarily hurried. I specifically requested on three separate occasions (May 22nd, May 24th, and May 30th) to my lending manager that no appraisal be undertaken until the property had been thoroughly inspected. I wanted to prevent the incurring of any associated fees, as I was aware that the deal wasn't certain.
  
  To my dismay, I later discovered that my instructions were disregarded, and an appraisal was conducted on May 31st. This unwarranted action resulted in a non-refundable fee of $500, which I was told was stipulated in the fine print of the disclosure. It is disappointing to note that my good faith efforts to communicate and maintain transparency were ignored.
  
  Following this, I received a credit denial letter from Chase, and my request for a refund of the $500 fee was denied. The disclosure documentation states that this fee would be refundable if the application was canceled due to no fault of my own. Given that I never requested the appraisal and received a credit denial from Chase, I believe this situation falls within the stated criteria for a refund.
  
  Chase Home Lending refuse to issue a refund citing the disclosure document. (Case Ref # *********-*****).
  
  In light of the aforementioned events, I strongly feel that my request to hold off on the application and appraisal was blatantly ignored, and I was charged for services I expressly advised against. This experience has left me questioning the practices and transparency at Chase Home Lending.

  Business Response

  Date: 08/04/2023

  Good afternoon:
  
   We are still researching the customer’s complaint and request an additional 20 days to complete our research.
  
   Thank you,
  
  
   

  Business Response

  Date: 08/04/2023

  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.