Mortgage -- Trouble during payment process -- Complaint #4988778
Complaint Overview
Complaint ID: 4988778
Company: Jpmorgan Chase & Co.
Product: Mortgage
Sub-Product: Conventional home mortgage
Issue: Trouble during payment process
State: Florida
ZIP Code: 330XX
Date Received: 2021-12-08T12:00:00-05:00
Date Sent to Company: 2021-12-08T12:00:00-05:00
Company Response: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Consumer Narrative
On XX/XX/2021, I attempted to access my Chase Mortgage account online. I was interested in refinancing and wanted to pull my last account statement and request a pay off quote. When I tried to log in, I couldn't remember my password and attempted to reset it. A message appeared that my account was locked and I must call XXXX to have it unlocked. On XX/XX/2021, I attempted to reset my password again. I received the same message and called the number above around XXXX XXXX.. I selected the option for a call back. After receiving a call back, I was transferred multiple times, disconnected, placed on hold, etc. I called back in several times and was unable to have someone unlock my online account. It is now XXXX XXXX, and I am still on hold to have someone unlock my account. It appears that Chase Mortgage is not adequately staffed to assist consumers with online account lockouts and resets. Also, I'm concerned that they are preventing access to the documents I need in order to retain my mortgage and prevent refinancing with another lender.
Frequently Asked Questions
What is Complaint #4988778 about?
Complaint #4988778 was filed against Jpmorgan Chase & Co. regarding Mortgage specifically about Trouble during payment process. It was received by the CFPB on 2021-12-08T12:00:00-05:00.
How did Jpmorgan Chase & Co. respond to this complaint?
The company responded with: "Closed with explanation". The response was timely.
What is the risk level of this complaint?
See the risk assessment section for details on this complaint's risk profile.
How do I file a similar complaint?
You can file a complaint with the CFPB at consumerfinance.gov/complaint. Select the appropriate product category (Mortgage) and describe your issue in detail.
Can I see other complaints against Jpmorgan Chase & Co.?
Yes, visit the Jpmorgan Chase & Co. company profile at readthecomplaint.com/company/jpmorgan-chase-co to see all complaints, risk scores, and analysis.
Disclaimer
This analysis is AI-generated based on publicly available CFPB complaint data. It does not constitute financial or legal advice.