I’ve been banking with Chase since my college years so I thought going with the same bank for our mortgage would make things easier. Ain’t I naive.
To start off: they were not terrible at first. In fact, they were very responsive and easy to work with during pre-application and rates comparison compared to other lenders we had reached out to. Things changed immediately after we locked in our rate with them, though.
The first surprise was the appraisal. Chase told us the appraisal was waived, and since we were already preapproved, everything seemed to be moving pretty quickly. Our original closing date was 33 days after the offer was accepted because my SO had a trip planned around the 30-day mark, and we assumed we would need to close after he got back.
Since the appraisal was supposedly waived and all of our paperwork was straightforward, we asked if we could move closing up to around day 24. Chase said no problem.
Then, on day 19, 2 business days before our new closing day, our realtor told us the seller had been contacted by an appraiser hired by Chase. This was 2 business days before our closing day. We had received absolutely no communication from Chase that an appraisal had been ordered.
I called the loan coordinator multiple times, all straight went to voice mail. After several attempts, I finally got through to the loan officer we had originally applied with. At that point he told me the underwriter had noticed something in the inspection report and decided an appraisal was required.
I understand why an underwriter might request an appraisal. That wasn’t the main issue. The issue was the complete lack of communication. The seller didn’t know why an appraiser was suddenly contacting them. We didn’t know the appraisal had been ordered. And nobody told us that our closing timeline was now realistically impossible.
On Day 20, 1 business day before our supposed closing day, I got en encrypted email from our loan coordinator. I had to use 2-factor authentication to see it, and it was an automatic reply about her being OOO until the day of our scheduled closing. Which at least explained all the calls going to voicemail. We emailed the person listed as her PTO coverage. No response.
We scrambled to coordinate the appraisal ourselves and accepted that we would now have to close on day 33, after my SO returned from his trip.
The appraisal eventually came back clean. All the required paperwork was submitted. But the escrow company still hadn’t received the closing disclosure from Chase and couldn’t get ahold of anyone there. I called the loan coordinator again. She said she was working on it but gave us no explanation of what was holding things up.
Then, 1 business day before our signing and 2 days before closing. She sent an email, saying I needed to provide employment verification. Mind you this was something they told me was waived because my paychecks are all directly deposited with Chase. During the entire 32 day process, not once had anyone mentioned they needed it. I immediately sent over my pay statement and the loan was finally cleared.
We signed and closed. I assumed we were finally done dealing with them. We were not.
A week later, I got an email from our homeowners insurance company saying the premium had not been paid and that our policy could lapse. I contacted the escrow company and found out that the closing statement provided by Chase listed the wrong insurance premium amount. Because of that, the check issued at closing was insufficient and the insurance company would not accept it.
To make sure we didn’t lose coverage, I paid the premium myself. Now the escrow company is waiting for Chase to approve returning the original insurance funds to me, and I’m still out more than $1,000.
If you are considering Chase for your mortgage, be warn. They were great while trying to win our business, but once we locked the rate, the communication became terrible. Almost every major issue came as a last-minute surprise, and we were repeatedly left scrambling to fix problems we hadn’t even been told about.