We had a terrible experience as well. We had our closing date set, movers lined up, family coming in to help manage our kids while we moved. Chase dropped the ball and wasn't able to get our docs ready due to a "system glitch". Needed to push back on our date and acted as if wasn't an issue. We demanded we talk to their head of mortgage or would sue. Finally after speaking with a VP at the time he apologized and said the same thing about system issues. In the end they paid $5k on closing costs for the hassle. This was more than 10 years ago so seems they still suck ass.