Chase Mortgage Reviews

On February 1, 2026, I was laid off from my job due to a lack of work. Recognizing my responsibilities, I acted proactively and in good faith by notifying both the Chase Mortgage and Credit Card divisions approximately two weeks later. I reached out to inform you of my situation and to explore what options might be available while I diligently searched for new employment. To my absolute shock, Chase flatly refused to offer me any viable options or assistance. Despite my transparency and proactive communication, I was met with a rigid "no," leaving me to navigate a period of unemployment with zero support from the institution that holds my most significant financial obligations.

My personal struggle is, unfortunately, part of a much larger and more disturbing pattern of behavior by Chase Mortgage. In researching my situation, I have discovered that my experience is far from unique. I am joining a growing chorus of consumers who have reported the following systemic failures:

4. **Technical and Administrative Negligence**: The technical hurdles within the Chase dashboard and the reported mismanagement of closed accounts—where late payments are erroneously reported even after a balance transfer—show a complete lack of institutional control.

This experience has been more than just a financial burden; it has been a source of immense emotional distress during an already difficult time. By refusing to offer options to a proactive customer who has suffered a documented job loss, Chase has demonstrated that it does not value the "relationships" it so frequently touts in its marketing. I am reporting my experience to multiple review platforms, the Better Business Bureau (BBB), and the Consumer Financial Protection Bureau (CFPB) to warn others. Prospective and current customers need to know that when life takes an unexpected turn, Chase will not be a partner, but a hurdle.

I demand a formal review of my account and a written explanation as to why no hardship options were provided despite my timely notification. I also expect a clear path forward that does not involve the predatory refusal of partial payments or the threat of erroneous credit reporting. Why my mortgage payment was raised long before me being laid off due to lack of work. Sincerely, Charles

On top of that, the closing process itself was handled very poorly. Francisca made three consecutive errors in the closing document package, requiring multiple corrections. Even when I arrived at the title company to sign, the documents were still being fixed for the third time. This level of lack of attention to detail is unacceptable for something as important as a home purchase. The delays and mismanagement created a very difficult situation for my family. With two one-year-old twins and a strict move-out deadline from our rental, we were forced to scramble to find temporary housing due to issues entirely outside of our control. The amount of stress this caused cannot be overstated. Overall, none of the key promises that influenced my decision to go with Chase were honored. The experience felt disorganized, poorly managed, and indifferent to the real-life impact on customers.

Chase clearly states in their loan documents that any additional payment is applied to principal, however, in reality that is not what happened. This went on for years until my loan was finally paid off. I never had this issue with any other mortgage company I have paid, yet consistently, every month, Chase would misallocate my payment requiring a telephone call. Everyone knows how challenging it is to speak to an actual person at a mortgage company. Chase is no different. Their automated telephone system never wanted me to talk with a customer service representative, sometimes requiring me to call back two and three times. It was always to Chase's financial interest to not apply the additional money to pay off the principal. I will never willingly do business with Chase again.

Very unprofessional and I was very disappointed in the way I was treated. The funny thing about it is the loan that they were going to refinance at a lower rate was already a Chase loan so I will just just keep paying that loan at the higher interest rate because no one has explained to me why my approval was pulled the day before closing.

A few days later they denied my loan and I had asked for them to refund my deposit. I was refused to get it back and they said appraisal fees are non refundable. My point is why would they rushing to be done the appraisal before I even get approved from the underwriter. Now I lost $650 in a few days and still didn’t get the loan. I am a single mom and tried to refinance my house to keep in line with my bills. Now I added more debt to my credit card because of their malpractice. I also opened dispute charge on my Chase credit card and the customer service said they can’t open the dispute charge because they are under the same family company. WTH! Just got robbed!!!!

The title company that Chase uses is terrible: they never answer emails, and they do not return phone calls even when you leave a voicemail. On the rare occasion they do pick up the phone, they have no idea what documents they accept. It seems that Chase’s customer service staff are not properly trained, lack experience in handling documentation, and are unable to provide reasonable service to customers. Peoria, IL

Weeks later, Gracey calls me to tell me they need more information (all of which had been provided previously). She does not know the difference between deed, trust and title. I will never do business with Chase or JP Morgan again. And yes, the loan was approved though I continue to get rambling calls from this reviewer.

Original Review: May 12, 2025

I’m very disappointed in my recent experience with Chase Home Lending. I paid a $500 good faith deposit to begin the loan process on two properties. Unfortunately, both deals fell through after serious issues were found during the home inspections—issues that made it financially unreasonable to proceed. It was my understanding that the deposit would only be forfeited if I voluntarily withdrew or failed to complete the application process.

At no point was I informed that pulling out of the deal due to significant repair issues—identified during inspections—would cost me that deposit. These were early-stage withdrawals based on legitimate findings, not capricious or last-minute decisions. This experience has left me feeling taken advantage of, especially from a financial institution as prominent as Chase. I strongly encourage others to read the fine print and ask specific questions about refund policies before paying any deposit. Based on my experience, I cannot recommend Chase Home Loans.

This delay had real-world consequences: I lost valuable work hours, my child missed multiple days of school and had to go through repeated enrollment and withdrawal processes, and we were left in a state of unnecessary turmoil—all of which were documented and presented to Chase at multiple points. Let me be clear: I had every piece of evidence to prove that the fault lay entirely on their side. I provided documented communications, rate-lock terms, DTI details, and salary documents. Yet, Chase's team ignored or dismissed the evidence—And instead, repeatedly attempted to blame me for delays they themselves caused. Their behavior was not just negligent, but dishonest.

Over the course of this nightmare, I exchanged a staggering 631 text messages and calls with Chase's lending team. Of these, **241 went unanswered—**and nearly all of the ones they did respond to came before I was fully secured as a customer. Once they had me committed, the responsiveness, care, and transparency vanished entirely. Adding to the chaos, I received over 30 revised copies of loan documents—a level of disorganization that is simply unacceptable for a financial institution of Chase’s size. Instead of operating with clarity and precision, they seemed to be winging it with every step. There was no proactive communication, no accountability, and absolutely no urgency unless it involved assigning blame or passing the buck.

The errors they made were elementary and preventable—Including mishandling my income and job benefit information during the underwriting process, which caused further delays and unnecessary confusion. But the worst moment came just a day before closing, when they demanded I produce $80,000 in cash—With less than 24 hours notice. This was a shocking and outrageous request, completely out of line with everything previously discussed, and clearly the result of their internal mismanagement. To top it off, they failed to honor the lender credit promised in the rate-lock agreement—a documented commitment that they simply ignored. It wasn’t until I escalated the situation and got Chase’s Executive Office involved that things began to move. Had I not done so, I am convinced this entire deal would have fallen apart entirely.

At the very end, Chase attempted to pacify the situation by offering a $5,000 compensation, citing their “not closing on time” guarantee. Let me be very clear: this amount wasn’t even a fraction of the financial cost, emotional distress, or disruption this process caused my family. It was a token gesture, and frankly, an insult in the face of the documented trauma we endured. In summary: Chase Mortgage Lending treated one of the most important financial decisions of my life with a level of carelessness and indifference that was both appalling and damaging. Their team failed at every level—processing, communication, honesty, professionalism, and accountability. My sincere advice: Stay far away. Chase may be a large, recognizable name, but they are entirely unfit to handle the responsibility of mortgage lending. Choose a lender that values your time, your documentation, your well-being—and most of all, your trust.

* **Provide a written explanation** of how this error occurred and what steps are being taken to prevent similar mistakes in the future.

I am deeply dissatisfied with this experience. I expect a prompt resolution to this issue and a demonstration that Chase Bank values its customers' trust and financial well-being. Failure to address this promptly will force me to consider alternative banking options.

This company needs to find an industry that matches their skill set because mortgages is NOT one of them! Sorry does not work as a response for employees' incompetencies! This situation is ridiculous! It should NOT take 6 months to do a subdivision paperwork that has nothing to do with a house that they hold the mortgage! It’s land which anyone will tell you has no value to mortgage other than a legal description! The value is in the structure which will remain the same plus have value added by upgrades upon subdivision! Now, hold your mortgage payment for 6 months and see how fast they move! Of course when they call looking for payment just say “sorry” and all will be forgiven!

Due to addiction and COVID my ex and I requested another modification in 2022. For 7 months Chase prolonged the process by asking an informational question every month; only to deny us based on already giving us the lowest interest rate possible of 2% with the first modification. It should not have taken 7 months to deny us. More importantly, we had over half of the arrear's money. Also, one is able to get 2 modifications. Therefore, Chase knew we would not be eligible for a 2nd modification. When my ex passed, I was $50K short of the arrears. Chase did not want to work with me. Instead, I was advised to apply for a modification, which I found odd due to being denied during COVID and a modification of $50K was better than a modification for the total arrears. Nonetheless, I applied and was denied within 1 month.

I applied for funds with New York State Homeowners Assistance Fund. I was told in March 2022 that I met all basic eligible requirements. I was verbally told I was approved; and I received 2 promissory notes to signed. I did not due to them being blank. Chase received notification that I was denied on October 7, 2022. I received notification on November 28 via email. Interestingly, from October 22 - November 22, I contacted both agencies every other day and was never told I was denied. In fact, the NYSHAF requested some financial information on November 22, which I submitted. I also went to Chase on November 15 due NYSHAF stating they requested a current mortgage statement from Chase. While home, I was told a copy is needed from both parties. While at the bank, I was told I could send my copy for Chase.

The reason I was denied was due to being above the conforming loan limit, which was not true. More importantly, the conforming loan limit is a basic eligibility requirement. My ex and I were going to pay-off the loan with what I saved and a lawsuit settlement he received in 2022. We decided to do it in November 2022 if we did not hear from NYSHAF. Due to his unexpected passing in September 2022, that did not happen. All his money went to his family. I decided to apply for bankruptcy. I was confirmed on December 2023. Due to being hacked, I was only able to make 7 months of payments. I have been dealing with the hacking, harassment and invasion of privacy on every level including within my home, for 5 years. Due to solely owning the building and the income it generates; I should not be in this situation.

Chase is the only one with motive and financially able to orchestrate such an elaborate scheme. Also, I have video of all my conversations with Chase and NYSHAF. After relistening, it is apparent that I was getting the runaround. I am aware Chase took advantage of my ex and I due to addiction because we should not have never been in such a situation due to our income. I have been being ignored on the hacking claims despite all the proof. I think the above claims are more definitive and I will get justice. I wrote Chase and was told I should receive a response by September 6, 2024. I do not foresee Chase admitting to any wrongdoing, because the actions are illegal. I intend to sue Chase. This ordeal has taken a toll on me on every level. I am putting my story out to expose Chase practices. And as a ** man, it will bring a lot of attention. It is very disappointing knowing that someone is intentionally trying to do me harm.

- In the letter from the underwriter it said I had inefficient funds even though I had asked for more so I wanted to borrow MORE but got LESS, yet I have inefficient funds!?

- What was also insulting was that I kept getting email messages of how much money I could borrow yet I couldn't even get the amount I wanted which was way less.

After escalating the matter with Chase, I never felt I was being heard and they never acknowledged her lack of professionalism. How can a loan officer forget what amount she set up is beyond me and insulting. I regret dealing with Chase. Their resolution was to refinance which guess what, is another set of closing costs which goes straight into their pocket.

It is my fault thinking my Private Client status meant something. This is my 2nd time buying a home and a horrible experience. We should have gone to a credit union in the new town we want to move to. We are so frustrated and upset and no one cares to keep us updated. Chase might have great ratings in JD Power's but not for real customers like us. Find another bank and save yourself the hassle and frustration. Signed Exhausted & let down!

What made this traumatizing is that they also sent my ex a letter that my loan was denied when I am the only one on the application. We are not even in good terms. I was shocked, hurt and I felt like like this is totally invading my privacy. So embarrassing. Imagine this house would be the only debt on my credit. I'm a registered nurse. I making 100,000 a year, my monthly payment is very low. I had a interest rate of 2%. I have been paying my mortgage myself reflecting on my bank account for over a year and a half now. Never late and my credit worthiness is more than enough. The only reason I think I was denied, would be in the bank best interest if I sell the house. They sent my ex that letter so that he can be well aware. Per the court order if I can’t get another loan selling is my only option. They honestly don’t care about your situation even when I am well qualified.

I have never been late with my mortgage for 10 years. The minute I choose to change and get ahead of my mortgage payments this happens. I don't like the limitation on the dates or amounts to pay your mortgage as well. Credit card apr is high and will keep you in debt. Other banks offer a early deposit Chase does not. I need help coming out of this bad umbrella corporation. Pick any other bank but Chase my new home mortgage will not be Chase ever again.

They promised they will close on time and then took $501 from me in addition. Do you all even have a conscience? How will you sleep at night knowing you made a client lose 5k in DD money all because of your fault. I only came back to chase since I knew I was already conditional approved and had my items I was asked already laid out. You should not have ordered appraisal charge me before being newly conditionally approved then the broker barely sent me a casual email with list of new items like no courtesy no compassion and we are talking about a 310k home with 10% with someone who has 796 credit. I could not sleep, I emailed them back and forth, I was literally losing my mind during these inflation to lose $5501 in funds and lose the home. It's unbearable. I would not wish my thoughts and feelings to my worse enemy and I own a townhome outright I could have used to get equity, Chase assured me they will close on this new purchase.

I wish you all a happy holidays. Mine is definitely gloomy and we wonder why folks kill themselves? Some underwriters and brokers have no courtesy whatsoever towards the clients, especially when you meet a good client don't take out your other frustrations on them making it hard for them to get a loan and have a home and be happy. I honestly think this new team I got my second go around came straight from hell. They had 12 more items, how can two teams from the same company be so varied? It is mind blowing. A month ago I was conditionally approved and a month later I cannot even be conditionally approved with the same everything? Unbelievable!!!!

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/emailing...no 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...

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.

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?

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.

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.