Consumer complaint received 2019-03-22
Company: JPMORGAN CHASE & CO.
State: GA
Product: Mortgage
Sub-product: VA mortgage
Issue: Trouble during payment process

Complaint:
Chase, in their response to our CFPB Complaint XXXX of XX/XX/XXXX, CFPB Complaint XXXX of XX/XX/XXXX, and CFPB Complaint XXXX made the following false and/or erroneous assertions which fail to properly resolve the issue they created with the family of a deceased military veteran through their failure to follow CFPB XXXX XXXX ( effective XX/XX/XXXX ) from XXXX with regard to identifying and recognizing legitimate successors in interest : 1 ). In their response, Chase said they ( through their law firm ) mailed foreclosure notices to our residential address in late XX/XX/XXXX and followed state laws in the process. FALSE : Utilizing the tracking numbers provided with the alleged copies of the letters Chase submitted in their response to the above complaints it is easily determined that the foreclosure notices were actually delivered to their law firm in XXXX, Texas on XX/XX/XXXX and not to our home address. Neither Chase, nor its law firm adhered to the laws of our state in scheduling a XX/XX/XXXX foreclosure because their letters never arrived ( verified by tracking numbers ). Chase also knew that their letters did not arrive, but proceeded to violate existing state laws and continued with the scheduled foreclosure until the very last moment. In addition, we never received ANY notices from our local post office that certified letters were being held for us to pick up, and our post office confirmed that no letters were being held for us to pick up during the time period Chase alleges that such letters were sent to us by their law firm.

2 ) In their response Chase said that our dedicated relationship manager contacted us by phone on multiple occasions in early XX/XX/XXXX to discuss our Request for Mortgage Assistance application. FALSE : Our phone call and voicemail records during that period confirm that no calls were received from our dedicated relationship manager and that no voicemail messages were left at any of our phone numbers on file with Chase. The fact that our dedicated relationship manager would make such outrageous false statements is deeply troubling and indicative of the extremely poor customer service we have experienced from Chase since our late fathers untimely death. 

3 ) In their response Chase said that we did not send to them all of the required documents within the specified time period in order to process our request for mortgage assistance. FALSE : We have submitted ALL requested documents to Chase pertaining to our XXXX via USPS,  XXXX, XXXX, and fax within the specified time period more than 30 times since XX/XX/XXXX. We have the tracking numbers, receipts, and confirmations from local Chase branch bank managers to prove it. If Chase ever wanted additional records or information to supplement our previous RMA applications, we were never notified by Chase.

Regretfully, Chase is seemingly unwilling to objectively investigate itself in order to provide honest and appropriate assistance to its consumers. Instead, it appears that Chase is content to grossly and unfairly mistreat families of deceased military veterans out of their homes in order to take advantage of their situation rather than work toward a feasible resolution. This is apparently true because, thus far, Chase has failed to provide ANY evidence to show that it adhered to existing CFPB rules contained in XXXX effective XX/XX/XXXX regarding identifying potential successors in interest and notifying them of their legal rights and the procedures to become confirmed by Chase. Despite our having informed Chase by telephone in XXXX of our fathers death and submitting to them his death certificate and will in XXXX as proof of his death and our inheritance of his home with a mortgage being serviced by Chase ( and sending a follow-up letter to them again in XX/XX/XXXX ), Chase DID NOTHING from XXXX to help us apply to become confirmed successors in interest. Instead, we learned of the successor in interest confirmation process through our consumer rights and real estate attorney in XXXX as he was building his case against Chase for litigation over wrongful foreclosure. It was through his efforts, NOT CHASE that we were able to apply and finally be confirmed as successors in interest with Chase in XX/XX/XXXX. Nonetheless, Chase ignored their own confirmation decision from XX/XX/XXXX and attempted to rescind it from us in order to justify a dubious foreclosure attempt through hastily written correspondence ( filled with errors ) to us in late XX/XX/XXXX. 

In spite of these abysmal facts, Chase, in their response to our three previous complaints above, did agree to allow us to submit a new Request for Mortgage Assistance with all new and updated documentation. However, Chase requested that we inform them of our intention to do so as soon as possible but did NOT provide ANY written deadline for document submission as ALWAYS given to us by Chase in the past. Through this complaint we are formally notifying Chase that WE DO INTEND TO SUBMIT NEW AND UPDATED DOCUMENTS FOR OUR RMA AS QUICKLY AS THEY CAN BE RETRIEVED, COPIED, ORGANIZED, NOTARIZED, AND DELIVERED BUT A NEW WRITTEN DUE DATE IS REQUIRED.

Company response to consumer: Closed with explanation