To bad there is not an option for 0 stars. Our experience is the same as most of the others. We have a 1st mortgage with what was WaMu, now Chase. A second mortgage with the people we bought the house from (we pay them through a local title company). We decided to refinance with Chase.

We are now seven months into the nightmare of unanswered phone calls and emails (when the emails are answered they conspicuously fail to adress directly most of the concerns in the email I peveiously sent them. The communication is worse than horrible. The loan officer appears to do nothing untill I finally get her attention and on one occassion, in the beginning, I did what should have been her job (contacting the title company they subcontracted to clear my second mortgage, after two months of waiting for the title to clear.

Since I had sent them the name and address, phone number, fax, etc of the title company I paid my second mortage through, it seemed like a no brainer that Chase would just contact them, ask me to sign a release of records form and clear the title. No, they sub contracted that duty out to a title company of their own where my file just sat with nothing happening

There was one instance where my loan officer, after talking with me for several minutes, said, my title had cleared and then a few minutes later said, oh, no, I have been looking at the wrong loan here. That incident was symptomatic of the whole process.

Just last month I was asked to document several things I had originally documented because it had been so many months since my original application! Then when it appeared the "underwiters" had everything they could possibly need I was told I needed to sign a form authorizing the IRS to send them my tax returns. When I said they already had my returns and why that was not adequate she admitted that my loan had been passed from the original underwriter to a new underwritter who found things missing in my appraisal and that because of that he was going to scrutinize all of the documentation more carefully now. When I asked her what was missing in the appraisal she said it was all stuff I would not understand and we would just have to wait some more while the appraiser is contacted and asked to correct the appraisal. One thing she did mention was that it contained no discription of the market in my area wich was BS because I read the appraisal and was impressed how that aspect was handled. I have a non-typical duplex. It was originally a single unit home and then at some point an apartment was built onto the back of it. We live in the Main section. Since this is a stable market without a lot of turn over, expecially with conventional duplexes (why would you sell your investment in an economic downturn at a lower price?) The appraiser did a good job of explaining the market here and expanding the range to find reasonable "compaiables." The loan officer said the appraisal did not list my place as a duplex and I almost went postal. I have a copy of the appraisal and told her it clearly ran as a duplex. She asked me if my place was a duplex and did I live there and in what part. THIS AFTER SEVEN MONTHS. Yes, the property was listed a s duplex in the initial loan application and yes, the property is my primary address and place of residence, etc., etc., etc.

So, the saga goes on, documentation, re-documentation, astonishingly slow response to email/phone calls, a loan officer who only knows who she is takling to if she is given the loan number, confusion and more confusion. Episodes of unbelievable incompetence? Or, is Chase just stringing me along for as long as possible? We are now beginning the 8th month of this fiasco.

As others have said: HORRIBLE customer service, refi process full of mistakes, duplicate information requests, and lack of communication on their part. I will lobby for my $750 back (based on my email trails I've kept, and their poor level of service) but I won't hold my breath. At least I'll be ready to move the bulk of my money from these folks. Totally pathetic, unprofessional and incompetent.

I have and existing COOP mortgage from Chase. Back in Jan 09, I was also contacted by them to refinance and paid the $750 fee and was offered less than 5%. I never received any docmentation to support this. Ater months of waiting and emails to supervisors of supervisors, I was told in July that in order to continue, the bank would have to reappraise my apt. or I could just cancel and get the $750 refunded. I oppted for the refund and am now working with Citiabank and am closing to closing within 90 days! Shame on Chase for such shoddy business practices.

RW

We began our re-financing fiasco with Chase in March 09. Now, at the end of August, we seem no closer to a closing date. Since our existing loan is with Chase, they are in no hurry to complete the refinancing transaction which would mean $200/month less income for them. Every month they drag this out is another $200 in their pocket. It is pretty self-evident that their "prime directive" is to "keep the suckers on the line as long as possible". And if they can piss us off enough to cancel the refinancing -- they get to keep the $750 they already "stole" from us! (Hey Chase, if you charge for a service or product and don't provide that service or product--it's called fraud).
We understand they are busy with a ton of refinancing requests, but this is ridiculous. Never again! (with Chase)

Hello- I am in the refinance black hole..is there ANYONE who we can escalate the problem to?

Worst experience of my life and still in process. Started back in January and still have no closing date. Just lots of un-returned phone calls. They are always needing more and even duplicate documentation from me. Everything is "out of their hands" BIG MISTAKE going direct with Chase for a re-fi.

I am sad that I did not read this before.
Same problem, call no returns, I am almost 3 months waiting with complete no decent answer, I may just have lost $750.
Really bad service, stay away, if I knew would not give this money up front.

Terrible service. 90 days of lies and deceit. Could never get ahold of anybody by email or phone.And would not get a response from them for a week most of the time. Never a straight answer from them. A total waist of time and money.

I second Billy85411,

I fell into Chase's black hole called:

Cassie MacMichael :(

useless, patronizing and dishonest.

nuff said.

Good rates but horrible service. If you choose Chase hope that you don't get Cassie MacMichael as a processor. You will get lies and mistakes that add up to needless delays. Email or leave a message on Monday and she'll return it on Friday end of business. Make your application contingent on not having her as your processor!