The process started on a good note. The home lending advisor told us all of the good things that we wanted to hear with our mortgage and what our estimated costs will be. I was unemployed at the time (in May) so my wife and I added my father to our loan to help cover my missing income. We told them that he was recently retired as of late 2020 and they said it was fine and that his dividend / capital gains income will count. Turns out that was not the case and we only learned this about 3 weeks later because our first client care specialist disappeared and we had no contact for 3 weeks. We even called the original lender with no response. (we are now only 2 weeks out from the original closing date). At this point (early June) I returned to work so my income was included again but of course now my income won't offset my father's debts. They refused to remove him from the loan (citing chase policy) and had to start our loan process from scratch 2 weeks before closing. So the date had to be pushed back to July 9th which was within their 3 weeks chase closing guarantee. Throughout this entire process, I was given a whole bunch of empty promises and apologies of how they had given me wrong information but nothing no reassurances that they could take care of the matter in a timely fashion. I'm given a 2nd client care specialist who was unavailable more often than when she was present so I had to deal with her boss mostly and catch her up to speed about this long-winded process. Each day was this constant cycle of me saying "is there any more information you need in order to get to closing" they always said no we have everything we need (because all they did was look at my MyHome portal to see that I had no tasks). The next day there was always something else that they needed and the process was halted because they were waiting on said information. This stretched the process out until 7/15 when we closed. But only learned the day before that Chase's estimates for closing costs were $7000 more than what they kept telling me. They had this information for months but never bothered to update the actual mortgage disclosure documents to reflect what my closing costs were actually going to be. Even when I asked about missing information all they did was read back to me the unfinished closing document. It also doesn't help that the point people who are supposed to guide me through this process knew as little as I did and only regurgitated what information is given to them by their "specialist" teams who can only be contacted by email??? Your own departments can't even contact each other by phone dragging out an already long and difficult process. I will never use Chase for any services after this awful awful experience.
