Complain about a product or service

Chase Mortgage

CHRIS of SAINT JAMES, NY August 19, 2009

On May 7,20009 I called Chase Bank to inquire about re-financing my current mortage that I currently had with WAMU.I have over 400,00.00 equity in my home and also have a credit score close to 800. The rep on the phone,Christopher, gave me a great interest rate 4.65%. He took down all my information and said I was pre-qualified and all I needed to do was give them a fee of 750.00 and they would lock the rate in for 60 days.I sent him all of the documents he requested and waited for an answer.He said the loan should close in about 60 days.

From that point forward i never heard from him.He only responded when I e-mailed him and he kept telling me it would be done in a few weeks.Finally on 8-15-2009 I received a call from someone else from the bank telling me I been declined. When asked him why he told me my debt percentage was to high. He gave me some crazy calculations on my income. They said by looking at my tax return they figure my income will be less in the next few years.I don't know how they can tell my income will go down next year by looking at 1 years tax return.I don't work on commission I own my own business and have made the same or higher salary for the past 5 years.If they have asked for my last 3 years tax returns they would have seen this.

Then when I called my rep from the bank he won't return my phone calls.the only way I could reach him is by e-mails and he won't even return my e-mails anymore.He told me by e-mail that the information I gave him on the phone didn't match what was stated on my tax return. I gave him exactly the same number on the phone as I sent him on my return.I feel they were just out to take my 750.00 fee and had no intentions on giving the loan.I knew the low interest rate was to good to be true. They were only out to get my 750.00 and that was it. I have excellent credit and have never ever been turned down for a mortage or any other loan in my life.

Juli of san luis obispo, CA June 26, 2009

I am adding my story to the long list of devastated loan mod homeowners. I don't believe Wamu/Chase has any intention of modifying a loan. I wonder if Mr. Obama knows how they are mishandling the money he gave them. I would be very interested in joining a class action law suit against them.

I am on my 3rd loan mod application and have never made it past "The Openers". There is no manager or supervisor to speak to, ever. My husband and I started this process in Nov 08 when we were declined for being "current" on our mortgage. The woman processing our app actually suggested we miss Dec 08 payment as we have a Freddie Mac loan and they required their loan mods to be at least 2 months delinquent.

In Feb 09 we applied again. My husband is in construction and I own a spa. Needless to say, business has been slow. Out of necessity, we missed Jan 09 and Feb 09 payments. I had been going back and forth with them over "Missing Items", and on April 29, 2009 I was assured that after numerous faxes, my missing items had been received and that now I was a "Complete Package" It would be approximately 60 days before we were assigned to the "Negotiator" and all we could do was wait.

Today, June 25,2009, I made my weekly phone call to Wamu to make sure everything was on track. I was informed that my case was closed, denied and that my documents had been shredded. The reason being that the said missing items had not been received in the 30 day time period from a March 14,2009 letter. I have proof that I began faxing these items not only within 30 days, but within the 10 demanded in the letter. The Wamu Reps also have all my attempted faxes with my follow up calls documented in their notes and read them back to me today.

For the last two months, I have called at least once a week to make sure that all was on track. NOT ONE rep ever mentioned anything about the items being received late and every one of them assured me that items had been recieved and I was just in line for the Negotiator. In less than one week we went from being a complete package waiting for a Negotiator to being declined.

I believe Wamu/Chase intentionally documented the items beyond the due date so as to decline my case. For some reason they couldn't seem to get my faxes right each time I sent them and yet they stuck with the original March 14 due date, even though it was their end that was messing up. I was never informed that I was still operating under an in-flexible timeline. I was never informed that the documents were considered "late".

For TWO MONTHS I was assured every week that things were received, complete and we just had to wait. This thing is consuming my life when I should be focussing on running my business in the worst economic situation of my lifetime. Consequences? I have to re-apply and start the frustrating fax-a-thon with the imps at Wamu.

Carolyn of Centre, AL June 29, 2009

My mortgage was originally with Washington Mutual and was taken over by Chase in the WAMU failure. In May 2009, I wanted to lower my interest rate from 8%. My first choice was Chase. On 5/6/09, I contacted a loan officer with Chase. He was very interested and got all my information verbally over the phone. He stated at that time he could give me a 4.875% rate with .75% points on my mortgage with a binding fee of 750.00 for 90 days. He stated he could give me a 95% loan. He also stated that should the interest rate drop again I would be offered a one-time opportunity to take the lower rate during those 90 days.

I accepted the offered and gave all the information. That day I received the loan package by e-mail plus all the necessary forms to look over making sure all information was correct. I immediately noticed the address was incorrect. I tried to call T. Steward on his private line since he had given it to me earlier. I left a message on his answering machine and immediately sent an e-mail stating the error in the paper work.

On 5/7/09 I received another Loan package by e-mail but it was the same incorrect information. I tried to call again but could only leave a message and also sent another e-mail. On 5/8/09 I tried to call several time with only getting a voice machine. Still no return call from Thomas Steward.

On 5/9/09 the appraiser came out and had spent an hour trying to find the property. She was very confused with the wrong address and had to call her company. At the same time I tried called Thomas Steward twice with no results. I also called Chase customer service with no results. The appraiser's company told her to go ahead and appraise the correct property and they would try to fix the problems.

Toward the end of May tried off and on many times to contact Thomas Steward with no results. The early in morning on 6/4/09 I called his number one more time and he answered. Amazing! I was told that the appraisal was not as high as he thought it would be and he would have to call the county I lived in to obtain the FHA rate.

I did not ask for a FHA loan but was not opposed. He came back and stated he could only give me an 80% loan with a 5.5% interest rate. I told him no that he had taken my binder fee of 750.00 for 90 days and I was still entitled to the 4.875%. He said no and I told I would have check into this and would get back with him. That very day I filed a dispute on the charge with my credit card company (by the way is Chase). I have filled out the paper work on this disputed charge. I still have not received a single call from Thomas Steward or any other Chase loan officer.

On 6/4/09 I contacted Lending Tree to refinance my mortgage and they are working on the loan. Now they have been given the appraisal but been told by Mr. Steward that my FHA was turned down by them. This stops me from getting an FHA with Lending Tree.

I have never filed for bankruptcy and have a credit score of 750 and have never missed a house payment. I am 67 years old, retired and feeling that Chase has taken advantage of me as a senior citizen. I have bought and sold many house over my lifetime but never have I had these problems.

I WANT MY RECORD CLEARED, I WANT MY ORIGINAL 4.875% INTEREST RATE AND THE LOAN OFFICIER REPRIMANDED.

S. of Hastings on Hudson, NY August 27, 2009

We received a flyer by Chase to refinance our home in April with attractive rates and contacted the office. Currently our loan is at 6%, a loan we had since July 2008 we contacted the office and locked in a 4.75% for 90 days. We paid a fee around 700% and our house was estimated higher than last year, a value of double the amount we seek for re-financing. As we have our current mortgage at Chase as well there is with the higher house value even less risk than last year. We submitted income and savings information, got from Chase a message that our credit rating was excellent and that the contract is in the underwriting department. Since then we have been waiting for a closing date, but haven't gotten any progess. In August 6 my husband wrote to above Senior Loan Consultants, that our 90 day lock is expiring soon. They promised to extend the lock for another 30 days. As August is ending these 30 days will be over soon as well. We are wondering if Chase is stalling customers, as the mortgage rates have been going up steadily since we agreed on the locked in rate.

vicky of valley stream, NY August 27, 2009

Our financial situation is very hard for us right now and we are trying to pay things off, and as with most we are having a hard time making ends meet. We called Chase and stated the refinance process on April 17th after being interviewer by F. Robertson for a loan at 4.5% we were told how much money we were going to save.

This all started in early April, it just turned into one problem after another, constantly requesting paperwork then after 3 months after I contacted the following people at Chase. J. Wilson (Affinity Sales Supervisor) T. Kelly (Chase Media Relations) and I were told my paperwork was still being processed.

One more months goes by and the officer calls and says the loan is with the underwriters, we will hear news by end of week. We are into week 3, no news. I got a call from J. Wilson and was told my loan office no longer works for Chase and my loan did not get approved due to high debt to income ratio.

My credit is now lower now than when I started this process back in April. When I started the whole loan process all looked good, we are assured there should be no problems...of course they have my 750.00 fee for leading me on (non-refundable). It's all a shame, they got some of my money, and it really never mattered to them if the loan was approved or disapproved. I'm a Chase member; I have never missed a bill or my current loan.

Its very disappoint on August 19th I got a call for J. let me know after 4 months for processing that my loan request was denied. My mother back in Trinidad spent over a 100 in fees time to at the US Embassy to complete the paper work that was requested by Chase's underwriting department. I sent the following people email and no one has responded.

James of Sicklerville, NJ August 26, 2009

Ref Chase Loan application #59915697 On April 9, 2009 I contacted Chase Home Finance for a mortgage refinance. Mr Ian Wingfield the Senior Mortgage Consulant told me since I had a good credit rating (808) and since I was refinancing at Chase I would be on a "fast track" to complete the paperwork. I would have dealt with another bank for the mortgage, but I assumed that there would be less delay in dealing with the original mortgage holder. Much to my surprise I have been waiting almost six months.

As I mentioned my credit rating is listed as excellent, and I never had a late nor missed payment with any company that I had business with. Any time that Chase asked for additional documentation I forwarded it immediately to them. Three weeks ago I nearly cancelled the refinancing after they asked for another copy of my equity loan note with Wachovia. I had called Wachovia and they stated that Chase never originally requested information from them until two months after I applied for the refinance. After numerous phone calls, emails from me and delays by Chase I still did not have the mortgage complete.

I waited three weeks and received nothing other than their email on receiving the documentation. Since I will be going on vacation and would be away for most of September and October and after waiting almost six months I felt that Chase Bank was not interested in completing the loan, and I had lost the opportunity to take advantage of the low interest rate prevalent at the time I started the paper work. I emailed Mr. Wingfield and requested, because of the outrageous delay, to return my original deposit of 750. He emailed me that he was canceling the loan and would return only 350.

My son had applied for a refinance from Wells Fargo in June and had his loan completed early August. I have a copy of every email I sent along with the requested documents. I also have a log of every telephone conversation with Mr Wingfield. It is most ironic that Chase Bank that has been saved by tax payer dollars now so poorly treats its customers.

Vicky of Valley Stream, NY August 26, 2009

Our financial situation is very hard for us right now and we are trying to pay things off, and as with most we are having a hard time making ends meat. We called Chase and stated the refinance process on April 17th after being interviewer by F. Robertson for a loan at 4.5% we were told how much money we were going to save.

This all started in early April, it just turned into one problem after another, constantly requesting paperwork then after 3 months after I contacted the following people at Chase. J. Wilson (Affinity Sales Supervisor) T. Kelly (Chase Media Relations) and I were told my paperwork was still being processed.

One more months goes by and the officer calls and says the loan is with the underwriters, we will hear news by end of week. We are into week 3, no news. I got a call from J. Wilson and was told my loan office no longer works for Chase and my loan did not get approved due to high debt to income ratio.

My credit is now lower now than when I started this process back in April. When I started the whole loan process all looked good, we are assured there should be no problems...of course they have my 750.00 fee for leading me on (non-refundable). It's all a shame, they got some of my money, and it really never mattered to them if the loan was approved or disapproved. Iâ'm a Chase member; I have never missed a bill or my current loan.

Its very disappoint on August 19th I got a call for J. let me know after 4 months for processing that my loan request was denied. My mother back in Trinidad spent over a 100 in fees time to at the US Embassy to complete the paper work that was requested by Chase's underwriting department. I sent the following people email and no one has responded.

Susan of Owensboro, KY August 26, 2009

We were forced into bankruptcy 21/2 years ago. After the closing of the case we found out that our home loan was not reafirmed as we had requested. We contacted our lawyer who informed us that Chase had not sent the paperwork until the day that the case closed and that it was too late to do anything. We did some further checking and found that the case could be reopened and the paperwork filed so we talked to our lawyer again and he agreed to do this. He even agreed to pay the fee himself because he had not taken care of this eairlier. We went in and signed the paperwork which he then sent back to Chase for their signature.

The next week we received a call from Terri B. stating that the paperwork was not filled out correctly and that she was sending blank forms back to me and that I should call her when I received it so she could walk me througt the correct way to fill them out. I received the forms, called Terri, made notes of what she wanted and returned to the lawyer's office. The lawyer tells me that it will not go through the way that she wants it filled out and that since their office is in CA and we are in KY there may be some differences, so he tries to call Terri but can only get a recording. Terri never returnes his call so we try to call her, she tells us that she cannot make outside calls (so how did she manage to call me about the first set of forms being filled out incorrectly?) and that is why she did not return the call.

To make a very long story shorter, we have been fighting with Chase and our lawyer for over 2 years trying to get the reaffirmation filed and have had no luck. So although we have never been late on a payment, we are not getting any credit history for it and since we are on an adjustable rate we wanted to take advantage of the low interest rates and get a fixed rate but noone will touch it since it was not reaffirmed. We have reached a point where we just don't know what to do.

Taj of Smyrna, GA August 25, 2009

Since November 2008, my wife and I have been trying to purchase my mother’s house before she foreclosed on it. When our lender had an appraisal done on the home it appraised for less than the payoff on the loan, at which point my mother contacted Chase about a short-sale. They informed her about the short-sale process and instructed her on what paperwork needed to be done on her end, as well as ours, for the short-sale to happen.

In February 2009, we submit a new contract for the appraisal price and my mother handled the needed things on her end. It is now August 2009, and we have not received any response from Chase at all. Our realtor has called and left messages, “no response”, my mother has called and tried to get some answers, “no response”, I have tried calling and getting answers, “no response”.

We would very much like to purchase my mother’s home to prevent her from losing it, as-well-as, keep the home in the family but with Chase dragging their feet, “be it because of the large number of foreclosures and short-sales or simply them exemplifying the problem with lenders that home owners have expressed about banking institutes”, I fear that we will miss out on the chance to save my mother’s house and being first time home owners. If we can get a Yes, we can purchase the house or a No, we will not sale the house, would be wonderful so that we can move forward with our “American Dream, being a home owner”.

Kelly of Claremore, OK August 22, 2009

We called Chase to refinance 2 loans we have had with them for years,the interest rate was the lowest it has been in forever 4.75%. We have a home mortgage and a 2nd mortgage with Chase that we have had for years with them. We wanted to refinance to roll both loans in to one payment. WE were told no problem, we had to pay the 750 up front and charge it to a credit card. They had the appraiser come out, we were told no problems, then we were told it was in underwriting and their underwriters were understaffted and behind due to the large volume of customers. We had to fax them more info that they already had again.

We were told it was still in underwriting and we would know something soon. Then we were told the apprasal didn't come back enough but we knew that wasn't true because we had a copy of the apraisal and it was way above what we needed to borrow, which was the same amount we had owed for years.

We finally got a call today 082109 telling us we were denied due the the appraisal was not enough. I believe Chase is commiting/commited fraud, especially since I have read the same complaints and same stories online.

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