CHASE HOME FINANCE

Ugh, John Grogan doesn't listen. He can't do math. He works at two branches, but he might as well be nowhere at once. We had to stay on him every step of the way, and this was out first time through the process. He didn't explain anything well. Our 80/20 loan isn't such a good deal, we'll refinance soon. We have all of our accounts through Chase, but this one might be moving before long. Plus, Chase Home Finance keeps sending me a change of address response, claiming I've asked them to change my new address to my old address. WTF? I bought a new house and they couldn't give me a $25 Starbucks gift card?

WHILE REFINANCING OUR HOME, WE HAD NUMEROUS PROBLEMS WITH CHASE HOME FINANCE REGARDING OBTAINING A PAYOFF BALANCE FOR OUR MORTGAGE. WE CONTACTED THE 800 NUMBER, AND WERE ADVISED THAT IT WOULD TAKE 5-7 DAYS TO GET THE INFORMATION THAT WE NEEDED. WE LEARNED THAT IN THE PAST, OBTAINING THIS INFORMATION TOOK 1 DAY; HOWEVER, WE WERE ADVISED THAT CHASE HAS BEGUN A NEW MARKETING PROGRAM WHEREIN CHASE WILL DRAG OUT GIVING YOU THE INFORMATION YOU REQUEST UNTIL A SALES REP CAN CONTACT YOU AND TRY TO GET YOU TO KEEP YOUR HOME LOAN WITH CHASE. WE WERE ADVISED BY SEVERAL CHASE REPRESENTATIVES THAT NOTHING COULD BE DONE TO EXPEDITE OUR REQUEST, AND THAT IT WAS IMPOSSIBLE TO SPEAK TO ANYONE IN THE PAYOFF DEPARTMENT. DEALING WITH THEIR UNHELPFUL CUSTOMER SERVICE REPS WAS AN INFURIATING EXPERIENCE. FINALLY, WE WERE CONNECTED WITH A CUSTOMER SERVICE MANAGER IN CALIFORNIA, AND HE WAS ABLE TO GET US THE INFORMATION WE ASKED FOR THE VERY NEXT DAY. HE WAS THE ONLY REDEEMING PART OF THE EXPERIENCE.