Consumer complaint received 2019-10-17
Company: JPMORGAN CHASE & CO.
State: OH
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
On XX/XX/2019 I received a letter from Chase, via XXXX, proposing a repayment plan to " bring my account up to date ''. This letter appeared to be in response to numerous complaints I've filed with this agency against Chase. I called the phone number on the letter and spoke with XXXX XXXX. Ms. XXXX claimed to be in the Customer Outreach Department. 

Ms. XXXX, said she was totally ignorant as to why I received the letter. She asked me if I knew why the letter was sent. After about 20 minutes of conversation with her she transferred me to XXXX XXXX who claimed to be in the Mortgage Assistance Department. 

Mr. XXXX was unable to offer any reason for the letter other then it gets sent to every account that is 30 days delinquent. When I pointed out to him that my account has been 30 days delinquent for the last 3 months since they withheld a payment and added an escrow amount because they claim they do not have proof of insurance. He then backtracked and said they send the letter to some people. When I asked for the criteria they used and suggested some he seemed to imply that my name, XXXX, could be a factor. My interpretation was this was clearly a racial reference. I then asked to speak with a Supervisor. Mr. XXXX transferred me to XXXX XXXX who claimed she was an Escalation Manager. Ms. XXXX said that she was unable to discuss my complaint about Mr. XXXX because I have open complaints with the Executive Office and she offered to transfer me to them. I pointed out to her that this was a separate issue and I wanted to speak with Mr. XXXX 's Supervisor so that I may lodge a complaint against him. She transferred me anyways despite my objections. 

I disconnected the call after the transfer and tried to call the number on the letter again. XXXX XXXX answered the call and I explained the situation and asked to speak with a Supervisor in the Mortgage Assistance Department. Mr. XXXX stated there was no Mortgage Assistance Department and Ms. XXXX and Mr. XXXX both work in the Customer Outreach Department. It appears that the first 2 conversations I had with Chase was just a ruse to transfer me from operator to operator each pretending to be in some fictitious department. I then asked to speak with a Supervisor in the Customer Outreach Department and after being placed on hold for a long time Mr. XXXX came back and told me the Supervisor, XXXX XXXX who is the Operations Supervisor, was refusing to talk to me and would not listen to my complaint. 

I have filed a previous complaint against Chase for calling the wrong phone number and not responding to my returned calls to them correcting the phone number. I asked, as a solution to the problem, for Chase to quit harassing me. 

Chase has been in possession of my proof of insurance for months, it has been sent to them on 4 separate occasions and a copy is attached to CFB complaint I filed. Despite this fact they continue to ask for additional time and it appears they intend to use this delay to escalate the harassment and not resolve their error. 

The majority of the people Ive dealt with at Chase are predatory lying XXXX.

Company response to consumer: Closed with explanation