On three different occasions and in written correspondence from Chase I was told I would be sent a copy of the information supplied to the recorder’s office in Alexandria, VA within 30 to 60 business days of paying off the loan. My loan was satisfied on December 16, 2002. Funny how the numerous customer service reps I had spoken with failed to inform me my request had to be in writing until I received a letter on March 26, 2003, telling me to put my request must be in writing.

I did so on March 31, 2003. It is now almost Mother's Day and I am still waiting for the release I was promised.

I am refinancing my first mortgage just to get away from Chase.

Other problems I have encountered follow:


Conflicting information supplied by customer service personnel. I sent my final payoff to the address quoted to me. The check cleared my bank but was not credited to my loan until I sent a copy of the cancelled check. The loan number was clearly written on the check and in the accompanying letter.

A 20 to 30 minute waiting time to reach a “live" person on more than four occasions. On one occasion I was on hold for 47 minutes.

Keeping the amount I sent above my payoff with an explanation it went toward the “recording fee." According to Chases's customer service representative, had I not sent the additional amount Chase would have covered all of it. No notice had been given referencing a “recording fee?"

I guess they just don't care as companies continue to sell them their mortgages.

Barbara
Alexandria, Virginia
U.S.A.



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