Consumer complaint received 2017-07-17
Company: JPMORGAN CHASE & CO.
State: AZ
Product: Mortgage
Sub-product: FHA mortgage
Issue: Struggling to pay mortgage

Complaint:
XX/XX/XXXX  I,   XXXX   XXXX   and my wife   XXXX   XXXX   XXXX   ; decided to inquire about putting our residence located at   XXXX   XXXX   XXXX   XXXX  .  XXXX , AZ  XXXX  for sale. During this process, we provided our title company,   XXXX   XXXX   XXXX   XXXX   XXXX   XXXX   XXXX  . authorization to start the selling process.
 XX/XX/XXXX    XXXX   XXXX   from   XXXX   XXXX   XXXX   XXXX   XXXX   XXXX   provided my son   XXXX   XXXX   XXXX  , daughter-in-law   XXXX   XXXX   and myself with a copy of a Subordinate Deed of Trust, a lien against my property in the amount of {$18000.00} that is related to a home loan modification that I completed on  XX/XX/XXXX   XX/XX/XXXX   Du ring the day, I called Chase Bank Mortgage Department at  XXXX  and provided my daughter in law full authorization to discuss the modification that was processed. She was advised that there was no lien processed on their end and that they didnt show any amount close to {$18000.00}, the representative directed us to go into the branch where I signed the modification package and to ask them to provide me with a break down of why I have a lien against my property.
During the same day,  XXXX ,   XXXX   and I went to the Chase Bank Branch located at   XXXX   XXXX   XXXX   XXXX   XXXX    XXXX , AZ  XXXX  and requested to speak to a Manager. We where directed to speak to   XXXX   XXXX   who we were told was the Branch Manager. I started to explain my situation to  XXXX  while he was verifying my identity and said that he would prefer to speak in professional  XXXX  terms, so I advised him to speak to my daughter in law   XXXX   XXXX  .   XXXX   then started to explain that we had contacted the Mortgage customer service number and they where unable to locate a lien or an additional balance other than the loan balance.   XXXX   than said that he saw there was a loan or refinance done on the property, therefore, the amount of the lien was the amount that was not paid in its totality.
  XXXX    then asked  XXXX  if there was any way for us to obtain copies of that loan to evaluate the documents because I was sure there was no loan processed for my residence.  XXXX  then said that it was not a loan ; it was part of the modification that was completed back in  XX/XX/XXXX . I advised   XXXX   to ask him for a copy so I can review the forms they had on file to the modification documents I was provided because I was never informed that there would be a lien on the property nor, that there was going to be an outstanding balance for the amount of {$18000.00}.   XXXX   said that he would contact the Mortgage Department and was advised that the fax would come in within 24-48 hours. I asked   XXXX   to ask if there was anyway to provide me with a breakdown of how Chase came up with the sum of {$18000.00},  XXXX , at this point got upset and said that it didnt matter, that I had signed the documents and that it wasnt his fault whether the form was falsified or not because it looked like I couldnt read anyways.  XXXX  then asked how that was relevant to the conversation we were having,   XXXX   then said that there was nothing else he could assist us with because the mortgage department was not able to provide him with information on the lien either.
 XX/XX/XXXX   XXXX ,  XXXX  and myself went back to the bank to obtain the copies that the mortgage department sent. We asked for  XXXX  and he advised that he reviewed the documents and that there is nothing in the modification package that would relate to the reason why we had a lien against the property but that as he had said before, I had signed the form and there is nothing I could do. I asked why the notary had made a mistake on the date and the verification form says that the dates where verified and that the date was correct and it seemed inconsistent.  XXXX  said he didnt know how to answer that question.  XXXX  then said that she was going to file a complaint for the poor customer service and for the lack of information on the lien. We were then moved over to the Branch Managers office,   XXXX   XXXX   XXXX  , in which he told  XXXX  that I was  XXXX , it was now their money because I didnt know how to read. I understand and speak little  XXXX , so I know what was being said, however, it is disappointing that I am not getting anything resolved.
I humbly request that you assist me in clearing up the lien against my property. It is not part of my modification. I also request that these employees be talked to for the lack of respect they had towards me. I felt humiliated and unworthy.
Best Regards,   XXXX   XXXX

Company response to consumer: Closed with explanation