Chase Home Finance

We received a request from you on January 17, 2017, to research a complaint from one of our customers.We researched the complaint and responded to the customer on January 11, 2017. We can't give youdetails about our response because we don't have authorization from our customer to share thisinformation with you.If you have any questions, please call us at one of the numbers below Monday through Friday from 8 a.m.to 10 p.m., Saturday from 8 a.m. to 8 p.m., and Sunday from 8 a.m. to 5 p.m. Eastern Time.Sincerely,Mortgage Banking Executive Office

THIS COMPLAINT NEEDS MORE TIME TO DETERMINE IF THE RESPONSE IS SATISFACTORY.  I have heard from Chase, and am waiting for them to deliver on their promises (scheduling a broker estimate) and removing the PMI.  It took a long time due to the holidays and one of their key employees getting very ill.  Your "deadlines" are not realistic for this complaint.I feel this should stay open in the meantime (at least two or three more weeks).  Please adjust this complaint to reflect that additional information.THANK YOU FOR YOUR EFFORTS.  I am hopeful this will indeed be settled amicably.

Dear Revdex.com Agent:We received this request on September 13, 2016 and appreciate the opportunity to respond. We takecustomer feedback very seriously.We'll research this situation and provide a detailed response to the customer by October 13, 2016.We maintain higb standards concerning...

the safeguarding and confidentiality of customer information. Toprotect customer privacy, we've advised the customer to share our response with you.In the meantime, if you have any questions about the loan, please call the Chase Executive Office Specialistdedicated specifically to this issue, Shannon [redacted] at [redacted] ext. [redacted] if you still needhelp, our office is available Monday through Friday from 8 a.m. to 10 p.m., Saturday from 8 a.m. to 8 p.m.and Sunday from 8 a.m. to 5 p.m. Eastern Time.Sincerely,Mortgage Banking Executive Office

We received this request on August 11, 2016 and appreciate the opportunity to respond. We take customer feedback very seriously.We'll research this situation and provide a detailed response to the customer by September 10, 2016.We maintain high standards concerning the safeguarding and...

confidentiality of customer information. To protect customer privacy, we've advised the customer to share our response with you.In the meantime, if you have any questions about the loan, please call the Chase Executive Office Specialist dedicated specifically to this issue, [redacted]  at ###-###-####. Our office is available Monday through Friday from 8 a.m. to 10 p.m., Saturday from 8 a.m. to 8 p.m. and Sunday from 8 a.m. to 5 p.m. Eastern Time.Sincerely,Mortgage Banking Executive Office###-###-#######-###-#### TTY###-###-#### Fax (Free of charge from any Chase branch)

We received this request on September 12, 2016 and appreciate the opportunity to respond. We takecustomer feedback very seriously. We'll research this situation and provide a detailed response to the customer by October 12, 2016.We maintain high standards concerning the safeguarding and...

confidentiality of customer information. Toprotect customer privacy, we've advised the customer to share our response with you.In the meantime, if you have any questions about the loan, please call the Chase Executive Office Specialistdedicated specifically to this issue, Christal Parker , at ###-###-####. lf you still need help,our office is available Monday through Friday from 8 a.m. to 10 p.m., Saturday from 8 a.m. to 8 p.m. andSunday from 8 a.m. to 5 p.m. Eastern Time.Sincerely,Mortgage Banking Executive Office###-###-#######-###-#######-###-####

We’re currently researching this request   [redacted]            [redacted]        [redacted]   Dear Revdex.com Agent:   We received this request...

on December 19, 2016 and appreciate the opportunity to respond. We take customer feedback very seriously.   We’ll research this situation and provide a detailed response to the customer by January 18, 2017. We maintain high standards concerning the safeguarding and confidentiality of customer information. To protect customer privacy, we’ve advised the customer to share our response with you.   In the meantime, if you have any questions about the loan, please call the Chase Executive Office Specialist dedicated specifically to this issue, [redacted], at ###-###-####, [redacted]. If you still need help, our office is available  Monday through Friday from 8 a.m. to 10 p.m., Saturday from 8 a.m. to 8 p.m. and Sunday from 8 a.m. to 5 p.m. Eastern Time.   Sincerely,   Mortgage Banking Executive Office 1-8###-###-#### ###-###-#### TTY ###-###-#### Fax (Free of charge from any Chase branch) [redacted]

Good Afternoon,Attached please find the recent response I received from Chase regarding my complaint #[redacted]  Chase maintains the position that they never received the tax bills I sent them. They also claim that if I sent the interim bills to them they would have paid them even though they stated that their original position was that they do not pay interim bills.  I maintain that I find it odd that out of the 6 bills sent to them they somehow received the 2 original tax bills but somehow did not receive the 4 supplemental bills.  I don't understand how when all bills were mailed to the same address that they only have records of 2 of those bills.  I am not happy with their response and it infuriates me that they state in their response that "supplemental tax bills are your responsibility to pay or you must forward the tax bill to our Tax Department" which I most certainly did.  It is very easy for them to say since we did not receive them we are not liable.  I was not aware that I needed to send every tax bill with a return receipt so that I could track that they received it.  Again, they received every bill except the supplemental ones.  I find that very odd, don't you? If they were not delivered by the U.S. Postal Service then why were they not returned to me as non-deliverable as addressed.  I will tell you why, it's because they were delivered and Chase chose to ignore them and discard them because they are not liable for supplemental bills.  All I was asking was that they gave me the courtesy of telling me that I was liable for those bills and I would have certainly paid them long before any penalties were incurred.  While the $738.78 I incurred in penalties was all I was asking for I feel this is a drop in the bucket to them but to me it surely hurts financially.  I would never take a mortgage with Chase and would advise anyone looking for a mortgage to shop elsewhere as their commitment to their customers is extremely poor.  Shame on you Chase Mortgage for your poor customer service and your doubting the word of a loyal, excellent paying customer.  [redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
Complaint: [redacted]
I am rejecting this response because:
I never received a letter from Chase. I was so upset with their actions I paid off my loan and have ended my Association with their mortgage department.  
Regards,
[redacted]

We received this request on May 25, 2017 and appreciate the opportunity to respond. We take customerfeedback very seriously.We'll research this situation and provide a detailed response to the customer by June 22, 2017.We maintain high standards concerning the safeguarding and confidentiality of...

customer information. Toprotect customer privacy, we've advised the customer to share our response with you.In the meantime, if you have any questions about the loan, please call the Chase Executive Office Specialistdedicated specifically to this issue, Jeanette H[redacted], at ###-###-####. If you still need help.our office is available Monday through Friday from 8 a.m. to 10 p.m., Saturday from 8 a.m. to 8 p.m. andSunday from 8 a.m. to 5 p.m. Eastern Time.Sincerely.Mortgage Banking Executive Office###-###-#######-###-#### TTY###-###-#### Fax (Free of charge from any Chase branch)www.chase.com[redacted]

We're currently researching this requestCustomer Name: Travis BalutAccount: [redacted]2590Reference Number: 20161102EOCHF0033Property Address: 5551 Aberdeen Way  Big Lake, MN 55309-0000Dear Revdex.com Agent:We received this request on November 2, 2106 and appreciate the opportunity...

to respond. We take customer feedback very seriously.We'll research this situation and provide a detailed response to the customer by December 2, 2016.We maintain high standards concerning the safeguarding and confidentiality of customer information. To protect customer privacy, we've advised the customer to share our response with you.In the meantime, if you have any questions about the loan, please call the Chase Executive Office Specialist dedicated specifically to this issue, Tim M[redacted], at ###-###-####. If you still  need help, our office is available Monday through Friday from 8 a.m.to 10 p.m., Saturday from 8 a.m. to 8 p.m. and Sunday from 8 a.m. to 5 p.m. Eastern Time.Sincerely,Mortgage Banking Executive Office###-###-####

I filed my complaint with the Revdex.com on December 19, 2016 and submitted two documents that support my claim (complaint ID [redacted]). Please see the attached documents dated October 9th and November 30th. The first document shows that the PMI amount was quoted to be $101.70 (given by [redacted]), which was rounded up to $102 on the form. The second document is the one that I received two days before my closing date showing that the amount they quoted me increased to $197 per month. I have tried speaking with the Chase complaint department over the phone who states that they will not do anything about this error since the loan has already closed (Per [redacted]). However, I informed them repeatedly that I had no other choice but to close on the house otherwise I would have been homeless. I was reassured that I could continue to work with Chase staff to get this issue resolved after the loan was closed. However, Ms. Ross's response was that I already signed the paperwork and therefore nothing could be done about it. The resolution that I am looking for is to pay the amount that they consistently advertised and reported to me ($101.70 per month) for the PMI instead of $197 that they forced me to accept right before my closing date. The other solution that I am willing to accept is to be compensated $9052, which is the overage amount that I am being charged over the 8 years of PMI payments that will be made. Please review the attached documents. The letter that I received today on the Revdex.com website from [redacted] is the exact letter that she sent to me prior to the phone conversation we had one week ago on Thursday 12/29/16. The result of our phone conversation was that they were unwilling to rectify this matter despite the letter stating that they would continue to investigate the issue until January 18th. I asked Ms. [redacted] to have her supervisor contact me right away, which was never honored. I have not received any further contact from Ms. [redacted] or her supervisor.
Regards,[redacted]

We received requests from you on January 19, 2017, and January 27, 2017, to research a complaint fromone of our customers.We researched the complaint and responded to the customer on January 31, 201 7. We can't give youdetails about our response because we don't have authorization from our customer...

to share thisinformation with you.If you have any questions. please call us at one of the numbers below Monday through Friday from 8 a.m.to 10 p.m., Saturday from 8 a.m. to 8 p.m., and Sunday from 8 a.m. to 5 p.m. Eastern Time.Mortgage Banking Executive Office

Dear Revdex.com of Central Ohio:We received a request from you on March 29, 2017, to research a complaint from one of our customers.We researched the complaint and responded to the customer(s) (and any authorized third party) onMarch 30, 2017. We can't give you details about our response...

because we don't have authorization fromour customer(s) to share this information with you.If you have questions, please call us at one of the numbers below Monday through Friday from 8 a.m. to10 p.m., Saturday from 8 a.m. to 8 p.m., and Sunday from 8 a.m. to 5 p.m. Eastern Time.Sincerely,Mortgage Banking Executive Office###-###-#######-###-#### TTYwww.chase.com

Dear Revdex.com Agent: We received this request on December 13, 2016 and appreciate the opportunity to respond. We take customer feedback very seriously. We’ll research this situation and provide a detailed response to the customer by January 12, 2017. We maintain high standards...

concerning the safeguarding and confidentiality of customer information. To protect customer privacy, we’ve advised the customer to share our response with you. In the meantime, if you have any questions about the loan, please call the Chase Executive Office Specialist dedicated specifically to this issue, Dennis A[redacted], at ###-###-####, ext. [redacted] If you still need help, our office is available  Monday through Friday from 8 a.m. to 10 p.m., Saturday from 8 a.m. to 8 p.m. and Sunday from 8 a.m. to 5 p.m. Eastern Time.

We received requests from you on December 13, 2016, and December 21,2016, to research a complaintfrom one of our customers.We researched the complaint and responded to the customer on January 4, 2017. We can't give youdetails about out response because we don't have authorization from our...

customer to share thisinformation with you.If you have any questions, please call us at one of the numbers below Monday through Friday from 8 a.m.to 10 p.m., Saturday from 8 a.m. to 8 p.m., and Sunday from 8 a.m. to 5 p.m. Eastern time.Sincerely,Mortgage Banking Executive Office[redacted]

Dear Revdex.com Agent:  We received this request on November 21, 2016 and appreciate the opportunity to respond. We take customer feedback very seriously.  We’ll research this situation and provide a detailed response to the customer by December 21, 2016. We maintain high...

standards concerning the safeguarding and confidentiality of customer information. To protect customer privacy, we’ve advised the customer to share our response with you. In the meantime, if you have any questions about the loan, please call the Chase Executive Office Specialist dedicated specifically to this issue, Courtney D[redacted], at ###-###-####, ext. 3200186. If you still need help, our office is available  Monday through Friday from 8 a.m. to 10 p.m., Saturday from 8 a.m. to 8 p.m. and Sunday from 8 a.m. to 5 p.m. Eastern Time. Sincerely, Mortgage Banking Executive Office 1-###-###-#### ###-###-#### TTY ###-###-#### Fax (Free of charge from any Chase branch) www.chase.com [redacted]@chase.com

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[redacted]We've responded to the customer complaint that you forwardedRevdex.com: [redacted]Case Reference Number:...

[redacted]Dear Revdex.com of Central Ohio, Inc,We received a request from you on October 3, 2017, to research a complaint from one of our customers.We researched the complaint and responded to the customer on October 9, 2017. We can't give youdetails about our response because we don't have authorization from our customer to share thisinformation with you.If you have questions, please call us at one of the numbers below Monday through Friday from 8 a.m. to10 p.m., Saturday from 8 a.m. to 8 p.m., and Sunday from 8 a.m. to 5 p.m. Eastern Time.Sincerely,Mortgage Banking Executive Office###-###-#######-###-#### TTYwww.chase.comcc: [redacted]

We've responded to the customer complaint that you forwardedRevdex.com:Case Reference Number: [redacted]Dear Revdex.com of Central Ohio:We received a request from you on May 8, 2017, to research a complaint from one of our customers.We researched the complaint and responded to the customer(s) (and any authorized third party) onMay 12, 2017. We can't give you details about our response because we don't have authorization fromour customer(s) to share this information with you.If you have questions, please call us at one of the numbers below Monday through Friday from 8 a.m. to10 p.m., Saturday from 8 a.m. to 8 p.m., and Sunday from 8 a.m. to 5 p.m. Eastern Time.Sincerely,Mortgage Banking Executive Office###-###-#######-###-#### TTYwww.chase.comcc: [redacted]

We're currently researching this requestCustomer Name: [redacted]Reference Number: 20170213EOCHF0010Dear Revdex.com Agent:We received this request on February 13, 2017 and appreciate the opportunity to respond. We takecustomer feedback very seriously.We'll research this situation...

and provide a detailed response to the customer by March 15, 2017.We maintain high srandards concerning the safeguarding and confidentiality of customer information. Toprotect customer privacy, we've advised the customer to share our response with you.In the meantime, if you have any questions about the loan, please call the Chase Executive Office Specialistdedicated specifically to this issue, [redacted], at ###-###-####. If you still need help,our office is available Monday through Friday from 8 a.m. to 10 p.m., Saturday from 8 a.m. to 8 p.m. andSunday from 8 a.m. to 5 p.m. Eastern Time.Sincerely,Mortgage Banking Executive Office###-###-#######-###-#### TTY###-###-#### Fax (Free of charge from any Chase branch)[redacted]
[redacted]

they failed to provide one of the three things I asked for:1. Copy of the form where I authorized Chase for the monthly automatic charges directly on my bank account. In the past I authorized the original lender ([redacted]) of the loan but not Chase. I was not informed that the automatic payment option was applied by Chase too, so since September 2015 I always sent the monthly check to pay my loan on time.2. Copy of  a receipt with my signature (or equivalent) that shows I was inform about the automatic payment carried over from the previous lender (please note [redacted] was not part of Chase). As I mentioned below, I always sent the monthly check since I was not informed of the recurring automatic payment.3. The check of $14.000 to reimburse me for the double monthly payments - Chase cashed the check and charged me the same day in multiple occasions in 2016.
Regards, [redacted]