Product: Mortgage

In XXXX XXXX my husbands employer relocated our family from XXXX to XXXX. If he did not make this move with his company he would 've had to find a new job, and in his line of work that would 've been difficult. At that time we knew we were " upside down '' on our home which we had purchased in the summer of XXXX. In the interest of protecting our credit and our investment, we decided to rent the home. Unfortunately, we were only able to rent our home for approx $ XXXX LESS than what our mortgage payment was. We maintained this monthly financial burden for 20 months. Not to mention the obligation on our end to maintain a property 2.5 hours from our new home. 

Expecting our XXXX child in XXXX XXXX we decided that we could no longer afford the monthly financial burden and decided to list the property for sale. We listed the home for sale in XXXX of XXXX and at first we were optimistic that we would " break even '' but it quickly become clear that we were still in a negative equity situation and ultimately needed to do a short sale. At XXXX months pregnant, my husband and I spent an entire weekend working in the XXXX + degree heat to spruce up the property. Staining deck and fencing, weeding garden beds and planting new flowers, and many other tasks to get the property presentable. At that time we were also dealing with serious medical issues with our, then, XXXX year old son. He was diagnosed with XXXX XXXX in the summer of XXXX. We quickly received a lot of interest in the property and have entertained multiple offers. We have been under solid contract XXXX times. Each buyer has ultimately walked away due to the unbelievably long processing time of Chase, by not fault of ours. Every single month for the last year we have sent Chase our monthly bank statements, pay stubs and all other relevant financial information, They have all of our tax documents for the past 2 years, we have sent them XXXX RMA 's, XXXX hardship letters, multiple letters explaining our situation. Just recently I had to leave my full time job as a nurse to stay home to take care of our XXXX children, XXXX of which has chronic medical issues and requires ongoing testing and treatment. We are down to XXXX income and now our credit is being drug through mud because of how long this process has taken. We made our last mortgage payment XXXX XXXX ( which is when our renters vacated the property and was the last time we received a rent payment to apply towards to mortgage ) and are now over a year behind. Our credit was impeccable previously. We have NEVER made a late payment on our mortgage or any other debt in our lives. Every single month Chase gives excuse after excuse for their lack of updates. They have sent us countless letters introducing a new specialist assigned to our file. They even sent us a letter once stating they cancelled our short sale process as requested by us, which NEVER happened. We immediately called Chase to dispute this, as well as the negotiator helping with our case and they stated they needed some additional documentation to re-open the file and push things forward. We immediately provided all the information they requested but they still have not given us an appropriate update or pushed things along. ( it has now been 6 weeks ). Myself and my husband have both called and spoken to the escalation department multiple times, and so has our negotiator, but this has not helped. Our current buyer has been under contract since XXXX and is very close to walking away at this point. Our deal is a simple XXXX. The sales price is very close to what we owe on the house, the buyer has a substantial amount of cash that they are putting down & their financing is secured. This complaint is long overdue and our last effort to try to get Chase to respond to our request for a short sale. Their negligence to our file is unacceptable