Chase Mortgage

Chase Mortgage Reviews

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About Chase Mortgage

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Chase (NMLS #399798), the U.S. consumer and commercial banking business of JPMorgan Chase & Co., offers loans for home purchases and refinancing in addition to its other financial services. The company provides home loans in every state and Washington, D.C., and its services are available online, through its mobile app, by phone and in person at more than 4,700 branches.

    Pros & Cons

    • Loans available in every state
    • Variety of loan types and terms
    • Rate discounts available for existing customers
    • No branch locations in Alaska
    • Pre-qualification requires a hard credit check

    Chase Mortgage Reviews

    Stars Rating

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      Page 2 Reviews 10 - 40
      Customer ServiceStaffLoan Process

      Reviewed Aug. 11, 2022

      Where should I start...I went with Chase for the low rate and I've also been a 20+ year customer of theirs with my credit cards and business accounts. I've also worked directly with Chase as a consultant helping them build their Customer Journey Analytics capabilities so they could monitor + improve their customer experience...Oh boy does their Mortgage team need help, first off stay away if you get a Loan Officer named Tom G. This man is a liar, lazy, and will not return your calls or your title company's calls at the most crucial moments of the loan process. Downright thievery that a person like this will now get commission from my loan for essentially doing nothing and putting me through hell.

      So I had a 24day start>close date period. Upfront I provided very early all documentation a typically underwriter needs to approve funds (all statements all transfers, all cleanly highlighted w/ comments that even a child could follow the money). This also included gift funds from my partner + my father that represented less than 10% of the down payment, gift letters were signed + account & transaction info from the sources were provided to Chase 18 days before closing. EVERYDAY from the start of this process to the close date, I called everyday to make sure chase had everything they needed as soon as they needed it, and EVERYDAY the response was "everything looks good".

      So my funds fully cleared in my account well in advanced of close date, now we get to the week of closing...I call Chase 4 days prior (no answer from my loan officer/case handlers), 3 days prior (again no answer or call back), 2 days prior (no answer), 1 day prior (no answer), DAY OF CLOSING -- I get a call from my Tom. G saying "underwriting has not approved the funds." I ask why? "Your father's gift funds come from a business checking account" to which I respond yes it does, I told you this 3 weeks ago (via gift letter + account statement) so what has changed? To which Tom replies "I don't know. This must be new, I've never seen this before in my 10+ years working at Chase".

      So close date is not met, Chase says "we will escalate and this will probably get passed, give us time", so I set a new close date 2 weeks later. 6 days pass at this point, and every attempt at me calling (3 times a day), my real estate agent calling/emailing, the title company calling/ responses no answers. The amount of stress this creates cannot be articulated in a review, imagine finding your dream house, having the money for that house, and nearly losing it because of some bureaucratic, inept and unemphatic people having you essentially "stuck". I couldn't sleep for days, my partner couldn't sleep for days. Everything was hinging on this company to sort through their problems AND WHAT MAKES IT WORSE? The whole team I get NOTHING but silence from my Loan Officer, NOT EVEN A COURTESY CALL.

      Does it end here though? Just getting started...5 days before new close date, the loan finally goes through. Now all Chase has to do is complete their paperwork, send to title, and we can close (should be easy right?). 1 day goes by, no paperwork...Title company gets livid, emails them 3-4 times a day asking "where is the paperwork"...2 days go by, title company finally gets a response "we're having technical issues, should be resolved soon". 3 days go by paperwork gets sent to the wrong place...4th day paperwork is finally sent to title, I rush to the office to sign with notary, get through all the documents until the very end...Chase had sent 1090 tax document they wanted me to sign...1 of which was for someone WHO WASNT ME...notary says "I have to sign all documents", which I will absolutely not sign someone else's tax documents.

      Get title company on phone "this is what chase sent them". Call chase their 1st response "talk to your title company", to which I say "You sent the documents, transfer me to someone who knows what they're talking about", no managers/or my case workers available, said "they will call us back". Now sitting in the notary office for 45min when Chase finally calls to say "that was our mistake, please shred those documents"...finally everything pushes through and house gets closed.

      But does it end here? I wish it did, you see Chase has this policy they advertise "Closing Guarantee, if your house doesn't close in 3 weeks you get 2,500+ dollars reimbursed". So did I get reimbursed? Nope. Did I file a formal complaint? Yes. Then the escalations department does pretty much nothing, despite me sending proof of their whole ordeal with emails, pictures, statements, etc...their final response your Loan Officer Tom G. says you don't qualify as it was "out of Chase's hands" and your "funds were not ready in time of closing". LIAR, FRAUD. Now I will be blasting the airways sharing this with everyone I can reach, stay away from Chase Mortgage, stay away from this Loan Officer, a company like this should not be treating customers this way...

      Reviewed Aug. 10, 2022

      I sent ~$70K to Chase to pay off my mortgage through the Navy Federal Credit Union. The payment was processed, but Chase lost my payment OR put it in a escrow for future payments. They said I sent the check to the wrong address. Why wouldn't they send the check back with a letter saying that instead of taking my money. Chase used to be a good company, but they've gotten greedy. I noticed that when I experimented with using them as my bank. I was in the process of setting everything up and suddenly I was hit with fees. I closed the account that day.

      Customer ServiceStaffLoan ProcessRates

      Reviewed April 17, 2022

      I have been Chase credit card customer for long time and they kept sending emails of pre approval of home loan. I decided to apply for home loan since they are interested to give me home loan. As soon as apply with more than enough down payment in hand, excellent credit score, super clean background history, excellent work and taxes history with no back pending taxes and with low debt. They gave me the worst nightmare of stress since I applied online. They made me payoff all my debt with my savings. They don't answer or call back properly, they gave me all types of excuses and postponed closing date for 4 times.

      Home lending people's names are weird. Their voicemail greeting message is foreign person voice, but when you actually talk to them they sounds like pure Americans. That's wasn't the issue but it feels awkward. For very very very small reason that doesn't make any sense they will deny your application. They took over three months just to tell me my application has been denied after giving myself and my family lot of stress. Made me submit all same documents over and over. The entire time of process they kept telling me everything going smooth and almost approved.

      After all I contacted a local mortgage broker office he said Chase is the worst place to bank and apply for mortgage. So by taking my review with my recent experience with them I urge everyone avoid chase. Go with someone else even with few points higher interest. You will be saving so much of stress and headache in the process of your home purchase.

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      Customer ServiceLoan ProcessRatesTransparency

      Reviewed April 13, 2022

      I have used Chase for 3 home loans over 25 years with great outcomes and super customer service. Not this last time!!! Horrible experience from start, included my wife and her income on the original application, she was left off. We paid cash for a $900K home and was requesting a $125K loan for improvements.. Days would pass without my application was worked. E mails were sent to explain some questions were ignored, Calla never returned. Most frustrating process I have ever had. My 45 day lock expired without any heads up. Statements sent in were not used to clear issues for weeks. Attempted to tell me my wife couldn't be used to validate income as she had a large loan against her?

      They used the incorrect SS # for her. Put us in a major panic as we assumed our credit or ID was hacked. Was asked to get a letter from my stock broker, I have a self directed IRA, that my dividends will support this $450.00 a month mortgage payment.. Felt like as a retired person with a portfolio of over $1M proven $88K gross income tax returns was a credit risk. Maybe our age didn't measure up to the Chase standard?? After over 50 days of frustration and getting worse and worse communication and zero end in sight, and the unprofessional customer service we had to experience!!I Asked for the madness to end and return my $500.00 deposit!!

      Was told last week Chase will NOT return our money and not one manager, who I shared all the emails with, didn't care or must accept the poor level of customer service we were given.. Do NOT use Chase on line. Go to a local branch and deal with them. Chase, I feel, as interest rates began to rise, they intentionally made this process unbearable to force me to fire them, saved them a grip of interest and keep our $500.00 as well. Win win for them and that's how they reward poor customer service and questionable loan practices. We will cut up all Chase credit cards and tell anyone and everyone to look elsewhere for a HOME LOAN.. In conclusion.. who had more risk? $900K zero debt home owner or Chase lending a loan for $125K?

      Customer ServicePunctuality & SpeedStaff

      Reviewed April 6, 2022

      We had used Chase for several previous mortgages, and had generally positive experiences. This last time, however, was the worst. Our lending advisor was completely unresponsive and would ghost us for weeks at a time. When they did finally respond, they kept asking for the same documents repeatedly, and could never answer what else might be needed to satisfy their underwriting department. Initially we had signed a rate lock agreement, and they seemed to do everything in their power to ensure that we would not close before that agreement expired. At one point they suddenly declined our application for "incomplete documents" several weeks before the stated deadline to produce documents, after ignoring our questions about what documents they actually wanted for several weeks before that.

      They referred to this as a "communication issue" then offered to quickly reactivate our application and expedite it, but of course not at the rate for which the rate lock would have still been in effect. We finally walked away from them. Beware of using Chase particularly if you are self-employed, and be very wary of their rate lock agreements.

      Loan Process

      Reviewed April 5, 2022

      I sell real estate. I deal with many mortgage lenders, from the largest to ones you never heard of. Chase is by far the worst. Chase allegedly has its own "processes," so they ask for documents that don't exist, make frivolous changes to contracts of sale, and then say "sorry, but we have a process." Chase also operates a system that leaves no one in charge, and thus any employee can blame anyone else for the "process" stalling. Trust me: Whether you are buying, refinancing, or selling DO NOT USE CHASE.

      Customer ServiceStaff

      Reviewed March 11, 2022

      I applied for a Chase mortgage to refinance my home (Currently have a Chase mortgage). The refinance is on a home where I have about 50% equity, my credit score is over 800, fully employed, no other debts - took $500 from my deposit account. Denied the mortgage and then ghosted me after numerous attempts to contact them. Just don’t do it apply - go anywhere but Chase. I had better experience in the past but this mortgage team at the branch of ** absolutely terrible.

      Sent my Employment verification to me rather than employer, asked for verification that my taxes and insurance are up to date (Chase pays these through escrow on the current Chase mortgage, question why the name on a trust that the home is held in does not match my name (a trust can be named just about anything including “the Mickey Mouse trust”, claimed to have called me (and when confronted with a screen snap showing no inbound calls continued to deny the lie), claimed I called after she left the office (and why she did not pick up) and when confronted with a time stamped email from her 20 min after the time she said she left (again- deny, deny, deny.). Seriously unprofessional, ethically bereft. Moving all of my account as soon as possible! Chicago location on 5813 N Milwaukee Ave.

      Customer Service

      Reviewed Feb. 20, 2022

      I attempted to refinance a loan that I had with Chase for 12 years thinking it would be easy to close on. My credit was good and the parameters of my financial status is excellent. The mortgage broker charged me $500 fee and then literally disappeared. No calls or follow-up and I ultimately closed with another financial institution. They delayed me for months asking me for the same information over and over and I almost lost my rate. Very disappointed and lost $500 OUT OF MY POCKET.

      Punctuality & SpeedLoan Process

      Reviewed Jan. 25, 2022

      Unfortunately, nothing good to say about Chase. I was a customer for 15 years, never was late in a payment, never missed a payment. They required $500 to start a refinance application on a house with over 50% equity and they did everything in their power to not close this refinance. It has been 6 months and they are constantly delaying and asking for information that is meant to delay the process. It has been a terrible experience. I would never give them the benefit of the doubt, in any process. Mistakes and delays all the way through the process.

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      Customer Service

      Reviewed Jan. 25, 2022

      The wait time was more than an hour, call dropped, Direct numbers to get help forwarded to main customer service line. Talk to representative option is discouraged. Chase must improve this service for existing mortgage clients.

      Customer ServiceStaffRates

      Reviewed Jan. 22, 2022

      I called regarding my escrow account which states that much more was taken and what was paid. The representative said she was going to put me on hold for one moment look further into the situation. I immediately received a recording stating their office was closed and call back another day. I started contacting them at 5 p.m., they close at 6. I was kept on hold for about 38 min, much longer than the estimated wait time that was given to me at the beginning of the call which was only 8 minutes. It took the representative 15 minutes to find the statement that I was referring to which shouldn't be that time-consuming since there's a statement date listed clearly on each statement.

      Enclosing the service that I have received from Chase regarding this in issue and issues in the past is inferior. Not only that but their numbers do not match up, yet instead of getting answers I get hung up on. Unfortunately my mortgage was bought by Chase, I never would have chosen them due to their lack of customer service, knowledge and lack of integrity. I'm referring to the lawsuits being filed against them for not paying mortgage holders interest on their escrow account which is required by law in some states.

      Punctuality & Speed

      Reviewed Jan. 10, 2022

      We have had Chase as our mortgage company since 1993. That little fact plus ZERO missed or late mortgage payments didn't stop them from keeping our $500 good faith funds when attempting to buy a new home. The home that we were trying to buy failed inspection with severe structural damage. The sill plate (the structure in your home that your floor joists sit on) was completely deteriorated. The inspector reached his hand into it and pulled out crumbling wood. There was other damage just as bad, but apparently Chase thought we should proceed with this purchase as they have flat out refused to refund our money! Chase policy state that if a home fails inspection the good faith funds are returned. Just words in the air. The funds should be called GOOF FAITH! THEY sucker us into believing we can actually trust them. I am out $500 for ZERO services rendered. FOREWARNED IS FOREARMED -- use your local bank. I WILL!!

      Sales & MarketingStaffRatesTransparency

      Reviewed Dec. 23, 2021

      I was a mortgage customer with Chase for almost 20 years, so when we were looking to sell our home and finance a new one, of course I thought that the easiest way would be to go through the company we had dealt with for so long; good idea right? WRONG! I will NEVER again do business with Chase or ANYONE affiliated with them. At the time I was seeking a new home loan with them, my business (self employed) had been operating just under 2 years. I was very clear from the start about our financials and situation but their representative who should be the first gate keeper warning of possible issues, ignored the clear red flag.

      These scam artists shoved me through their system, stringing me on for weeks knowing full well that I was not going to qualify since self employed companies require 2 years of tax returns in order to qualify as a source of income per FHA loan requirements. They were more interested in jacking up their "number of people served" rate, than actually doing right by a long standing customer such as myself. It was only AFTER we had an offer in on a home and had our previous one sold (and were renting it back short term) that they pulled the rug out from under us. Luckily I was able to get a short term loan (albeit at insane interest rates) to buy the house we wanted and later refinanced once we had 2 years on the books, with Rocket Mortgage, an actual good company as opposed to these worthless snakes, but this experience took years off my life due to stress.

      What else should I have expected though from the company originated by JP Morgan, one of the shadiest American oligarchs in history who was largely responsible for the great depression and likely committed insurance fraud over the sinking of his ship the Titanic... but I digress. STAY AWAY from Chase at all costs, they will rob you, cheat you, and take advantage of you for their ends and will always lie to you to benefit their goals.

      Punctuality & SpeedStaff

      Reviewed Nov. 28, 2021

      Have had a mortgage with Chase for over 15 years and it has been paid on time or ahead of time for that entire time. Recently I notified the local bank office that the property taxes would be paid a little late and explained the reason. The county tax accessor had already been approached and an arrangement had been determined. The county notified Chase by fax as requested by the local branch. Shortly thereafter the taxes were paid as agreed with the county. Chase filed an escrow a month later claiming they had paid the tax (they hadn't) and the county said, if they had, it would have been refused. Then they filed a second escrow for insurance from two years before that had been paid and closed.

      They followed this mess with a series of mortgage statements (2-3 a month) with entirely different due amounts. In good faith I worked with a nearby branch but they did little, over a three month period. The escrows were dropped (supposedly at my request) and then they turned the account over to a collection agency. Mind you I am 77 years old, retired and a vet and probably will end up losing what is my home and retirement income to a bank that doesn't care or attempt to try to help in a way one would expect to protect the client. Thus far have been unable to get any help and have had my credit driven down to the low 500s thanks to Chase and the incompetency of staff at branches.

      Customer ServiceStaffLoan Process

      Reviewed Sept. 23, 2021

      Chase claims that customer satisfaction is 100% guaranteed. After working with chase about refinancing my home, I discovered that chase is 100% unsatisfaction guaranteed. The level of unprofessionalism on the part of the loan officer is unbelievable. I have complained to his supervisor and requested working with somebody else several times via e-mail, but, my complaints were totally ignored. After the loan was approved, I decided to walk away as I was very frustrated with the unethical behavior and practices of the loan officer. I do not recommend chase.

      Customer ServicePunctuality & SpeedStaffLoan Process

      Reviewed Sept. 10, 2021

      My realtor warned me, but I went with Chase anyway...Short story is, Chase has no respect for their customer's money, time or sanity. The long story is: Lending advisors were insanely hard to get on the phone. I had to run around basically begging people to tell me what was going on. They even had 45 days to close, not the normal 30. Finally, in one of our last calls, I was told that we'd DEFINITELY be ready to close by (x) date. The close was then scheduled on an email thread where Chase was cc'd and all parties were ready to go. At 4pm the day before our closing, I find out that Chase never actually cleared us to close and that the lending advisor was no longer with the company (!!??). No one from Chase called to inform me, I had to find out by calling his voicemail and getting a redirect to someone else. This was only made worse by the fact that I had taken PTO and booked a rental car for the 5 hour drive to the close.

      After the second close was scheduled, I was getting calls and emails on the drive up that Chase had not gotten some necessary title documents and STILL might not close! We didn't even know if would happen upon walking into the office that morning. I asked for some kind of credit because of the botched closing and the disappearing lending advisor fiasco, but it didn't fall under their "late closing" credit promotion because we had a few more days per the contract. Again, I only found this out after WEEKS of calling, emailing and following up. I ended up being out roughly 1000 dollars on prorated rent/bills, partner's lost wages and PTO I couldn't cancel. I had to cancel my movers and move everything myself. Total disrespect for my time. I ended up wondering if they just personally didn't like me by the end, but most reviews make it sound like that's their default attitude. Also, notice how all of the 5 star reviews seem like they were written by the same person?

      Customer ServiceStaffLoan Process

      Reviewed Sept. 4, 2021

      I am a first time home buyer. While I'm not uneducated about the process, I'm definitely no expert. The few times I spoke with my lending agent she was knowledgeable and pleasant, but I mean the FEW times. I have spoken with her on the phone a total of three times, including the initial call after I submitted my application. My calls, texts and emails most often went days without a response. I actually called her manager, who was very helpful, but I would have thought her responsiveness would have improved after this. It did not.

      When my closing disclosure came and had amounts on it much higher than expected, it was my real estate agent who offered to review it and discuss with me, not the bank. Chase has definitely become the "Walmart of banks". While it would be nice to have all of my payments and accounts through the same bank, I will be moving my accounts to a different bank as soon as my loan is closed. If the opportunity to refinance through a different bank comes, I will also be doing that. I most definitely do not recommend Chase mortgage, especially if you are a first time buyer.

      Punctuality & SpeedLoan Process

      Reviewed Sept. 3, 2021

      We started our refi on May 17 2021. This is Sept 2021 and our refi still has not closed. We were told it would take approximately 45 days. Wrong!! We have had one problem after another. We were told our appraisal would be waived. Wrong! Our home is in a Trust and because of something in our Trust the appraisal waiver would not apply but were not told what it was. We out about this a month after our Trust info was given. Our credit scores were excellent 800 range. Our home is worth at least $500,00.00 and we have been with Chase for 9 years with no overdue or late payment and are financing only 145,000.00.

      It is very hard to get answers promptly or even any answers at all. They claim their computers are down or have a huge demand of clients. We have promptly given all info when requested. I sent info early on for verification of my employment and just last week they told us they could not get thru to my employer. We have an application with another lender and they will not need an appraisal and are going with them. We will not do business with Chase ever again.

      Customer ServiceStaffLoan Process

      Reviewed July 7, 2021

      I called back in May to perform a mortgage recast. The person was very nice and made me feel that all my needs were met and made the process seem super easy. The individual quoted me with my new monthly mortgage amount, when my new autopay amount would take effect, and reassured me that the terms of the loan (interest, years) would not be affected. The individual instructed me to use the online platform to make the payment toward the loan. They reassured me making a $30,000 payment toward the principal would work fine on the platform. I followed up right after the phone call with attempting to make a $30k payment toward the principal using the

      I found out that the max daily limit was $25k, which I assumed was not a big deal and logged on the next business day to make the $5k. Then I waited 1.5 months to see when the first auto pay would be the new amount quoted after fulfilling my requirements of giving them $30k. To my surprise, the auto pay amount was the same as before. I immediately called customer service 7/6/21 to find out what happened to my money and why my payment amount wasn't changed. I was told that a form needed to be sent and signed which was not what I was originally told. Now I am guessing I will have to wait another 1.5 months for the originally agreed upon lowered payment amount to kick in. Even though I fulfilled my end of the agreement by giving them $30k. This is extremely upsetting and unacceptable, and I don't know how a mistake with that kind of money involved would be allowed to happen. Fix this problem for future consumers.

      Customer ServicePunctuality & SpeedStaffLoan Process

      Reviewed June 6, 2021

      Chase managed our file extremely poorly, making many mistakes and dragging their feet for a month. We ended up closing late. Aside from the lack of customer service and false/misleading information that we received, Chase was impossible to get a hold of for a week before underwriting began and a week during underwriting. Our client care specialist was MIA during those two weeks. Despite all this, Chase never apologized for closing late and refused to honor the Closing Guarantee, which is their own program that promises a refund of $2500 if they cause customers to close late. If you are not going to take responsibility for the late closing, why have a closing guarantee program in the first place? Answer: Because Chase lies just to get customers through the door and then treats them like trash afterwards.

      Customer ServicePunctuality & SpeedOnline & AppLoan ProcessRates

      Reviewed May 23, 2021

      Chase approached me by mail to refi with them.. The rate change was not super interesting.. but it was no closing costs.. I don’t have a whole lot left.. The biggest reason I went through with it was to have my mortgage payments to be super easy within my banking app.. making bill payments more streamlined. I liked my last company.. but about a half a point and more convenient access made me switch..

      The signup process was agonizingly slow.. They have an online communication thing on the website so you can ask questions and check in.. but nobody monitors it.. so you have to email angrygrams and call to get your answers. I think start-to-close about took about 60 days. More than my previous two mortgages combined. Then.. just after my second payment.. about 35 or so days later.. they sell it.. Reason number 1 was convenience of ‘all within Chase’. I won’t ‘loan’ with Chase again…. I hope the 'servicer' Freddie Mac hires doesn’t suck..

      Customer ServicePunctuality & SpeedStaffLoan Process

      Reviewed May 23, 2021

      Chase messed up our finances during underwriting and we ended up closing late and paying more than we expected despite having a conditional approval and being told by the Home Loan Advisor that we were more than qualified to purchase the house we bid on. To make matters even worse, they didn't even honor their Closing Guarantee of $2500 and even tried to blame it on us for not submitting documents on time even though we submitted required documents within 12 hours of requests. They were the ones who ignored our file for 2 weeks and the specialist was impossible to get a hold of and whenever she did call it sounded like we were wasting her time.

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      Customer ServicePunctuality & SpeedStaffLoan ProcessRatesTransparency

      Reviewed May 15, 2021

      Everything went great until we submitted our purchase contract. Chase had 30 days to close. We didn't hear from anyone for an entire week. When the Client Care Specialist finally reached out to us, she gave us false and misleading information, which meant we submitted documents that didn't end up being acceptable or weren't even needed. When documents were marked "Incomplete," the Client Care Specialist never reached out to explain what we could submit instead and never returned our calls, emails, or voicemails for an entire week when we reached out to ask how we can move our file forward with the right documents.

      Chase caused us to close late, made a mistake counting our funds so they increased our loan amount by $70k beyond what they had pre-approved us for, and then miscalculated our closing date and charged us for two full days of prepaid interest when the loan had not funded yet. They refused to refund us for that charge and they did not honor their Chase Closing Guarantee program. The program is not a guarantee at all because Chase can start the underwriting process a week or more after receiving the purchase contract, cause their client to close late, and then take no responsibility for it.

      Customer ServiceStaff

      Reviewed May 3, 2021

      Laura ** was the young woman who returned my phone call. I was denied, which I had a feeling I would be without have stellar credit. No biggie. What threw me off, was that Laura asked me if I had any questions at the end of the call. Which I did. She offered me no help or information to any of the questions I needed answers to. Just because I am not approved now, does not mean I won't be in the future. I have a very good job and my score dropped after purchasing a vehicle. Laura decided I was not a buyer and did not what to give me the time of day past that. Very rude and off-putting. Makes me not even want to use Chase bank in general if this is how they chose to treat customers who aren't "perfect".

      StaffLoan ProcessTransparency

      Reviewed April 29, 2021

      The process of obtaining a loan was very easy. Everything was carefully explained to us very clearly. The bank associate was very nice and extremely patient and supportive, answering all of our questions and there were a lot of questions. We have now paid this loan and would highly recommend them.

      Customer ServiceStaff

      Reviewed April 14, 2021

      Chase customer service is exceptional as well as the company itself. They are knowledgeable, understanding, compassionate, patient, kind and helpful. This is my fourth mortgage company and I have been with them over 10 years now and I am happy with my home so much I feel like family.

      Customer ServiceStaff

      Reviewed March 16, 2021

      Chase sucks HUGE!!! When our mortgage got sold to Chase I knew things would be bad. I was so right. They send a letter saying that things will happen on certain dates related to access and of course they don't happen. Then we call and they act as if it is our fault. Hold times are ridiculous and then every time "they" transfer us they want to waste time with more personal verification crap so they can transfer us again. Cindy and Bernard in the "online or whatever department" are unhelpful and useless. All they want to do is verify who they are talking to.... So they can do the job they originally in writing stated they would do.

      We did not ask for any of this time wasting Chase is providing. Chase bought our mortgage and now wants to torture us as if we caused the issue. We just want to pay the mortgage online and on time and Chase wants to make it as difficult as possible because that is what they do. Bernard and Cindy are perfect employees to assist the Chase goal of torturing all customers that are not wealthy corporate clients. Also they keep telling us the call is being recorded for whatever reason and I hope it actually is so they can hear how useless they are. Last and not least Bernard told me I was getting my "first warning" when I told him they are morons and unhelpful. I am not sure exactly what that means "first warning" but I found it laughable so I hung up on him for being a moron.

      Customer Service

      Reviewed Dec. 3, 2020

      I’d give this bank a zero if I could. I settled on my house on November 6th and although they say they sent a check for reimbursement on the 10th, I’ve received nothing. I’ve called 3-4 times and have received only a ‘we will see if we can fedex it’ response. I can barely understand anyone I speak with as well. Also, with respect to my Chase credit card- I asked for a 5k credit increase because I was putting in a retaining wall and needed money literally to use for the week. Even with having 810 credit and a substantial income they refused because of ‘too much credit available.’ Unreal. Not a partner in any aspect. With respect to my owed funds, I’m beginning to question their Integrity- Matt G.

      Customer ServiceStaffLoan ProcessRates

      Reviewed Oct. 18, 2020

      This was one of the most horrific experiences I have ever had with a loan. I understand we are in the middle of a pandemic, but it does not excuse the neglect and incompetence experienced. There was no point in messaging because the specialist would never respond. I was given a quote for an interest rate with no points and locked in that rate. Without explanation weeks later my locked-in rate changed to one with points, without any information provided on why whatsoever. Trying to get an answer was close to impossible.

      My appraisal was performed by the laziest and most incompetent appraiser ever. He didn't even get out of his car to walk the property, didn't contact me to ask about the interior of the house or for interior pictures, did not ask about upgrades (there was over $200k in upgrades since buying 3 years ago), and appraised the house 300k less than two offers I had received that year when briefly on the market. Despite disputing the "appraisal" nothing was done. And I paid $600 for this "appraisal" which my toddler could have performed.

      After agreeing to another rate and locking it in, points were then again added for no rhyme or reason, since all of the information was already available. Over the phone I would hear one thing, and then when getting the actual documents would see something else entirely. Maybe that is why messages and emails were almost never responded, they likely did not want to have anything in writing. It also took over 3 months for a simple refinance with someone with a credit score over 800, despite me providing absolutely everything requested within hours of the request. Someone really needs to get fired...

      Customer ServiceStaffLoan Process

      Reviewed Sept. 21, 2020

      Chase advertises 21 days to closing. It did not happen at all. August 8 submitted all my documents, via email to the loan officer Ivy, uploaded and reloaded to the home loan page. All tasks were complete within 24/48 hours Income, met Credit Score exceeded 750. The underwriter requested $90,000 proof of assets over the amount provided by Chase. My loan officer told me that it was, however, this amount was never corrected.

      Chase sent three emails to an Allstate insurance broker that I have never provided and did not authorize to contact. I reported this after the first email and the broker received additional two emails after The appraisal came out with plenty of mistakes including taking a lot size rather than property measures, using properties in different neighborhoods, lower quality (frame) smaller. Chase requested to review the appraisal and came out with the same mistakes. Chase requested to the same appraiser to perform a new appraisal (Chase only have one appraiser).

      The new appraisal came out matching the contracted price. The loan manager Garett started to deal with me despite the endless problems at Chase end. I had to request an extension to the seller. Chase was unable to provide with a mortgage commitment letter after 45 days and having all the documents needed I feel that Chase has no idea about the mortgage and I dealt with a highly incompetent team at this Bank. On the opposite another bank has processed the same application in only 21 days (Chase 45 days).

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      Chase Mortgage Company Information

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      270 Park Ave
      New York
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      United States