Consumer complaint received 2020-02-20
Company: JPMORGAN CHASE & CO.
State: CT
Product: Mortgage
Sub-product: FHA mortgage
Issue: Struggling to pay mortgage

Complaint:
I reached out to my Lender, CHASE to inquire about options to bring my mortgage current. The only option was to apply for a modification, due to financial burdens we became behind in the payments. I was then contacted my " XXXX XXXX for The Defense Advisory Council out of Virginia explaining my options and how they " work '' with CHASE in XXXX of XXXX. After hearing the proposal we agreed and began a payment plan with The Defense Council. I was in contact regularly with CHASE, an average weekly basis as they needed documents and extra. Talking in-depth at lengths with the litigation specialist assigned to my file there was never any discussion of any other options other than the mortgage modification as well as being informed that I must be three months behind to being the process. The lack of income at the time ; unexpected expenses, this putting us behind due to an unexpected illness of a parent resulting in an unexpected passing of the parent, incurring additional expense. 
I submitted all docs for them to constantly needing updated w2 's extra. As I am told, by the CHASE representative, we were not allowed to make a mortgage payment of any sort during this process, of course, this allowed our account to get further behind, adding late fees, etc. I phoned CHASE to check on the status of the modification in XX/XX/XXXX, only to be told by a representative that I did not get approved for the modification but was approved for a " re-payment plan ''. Surprised and upset because this was not verbally discussed, at all! By any party. I was informed I would receive a letter. Following this I received a conference call from The Defense Advisory Council, repeating what I was already told by CHASE. The president of the firm was very rude and unprofessional as I inquired as to why I did not qualify and how was the re-payment plan an option for me. He asked me as to what I spent my money on during these months of waiting for an answer. I did receive the letter approximately a week later informing me that I was approved for a re-payment plan, I would have to pay, starting XX/XX/XXXX, a monthly payment of, {$3900.00} for 6 months or my home would be foreclosed with an option to short sell my house or sign the deed over. I phoned to CHASE to never be able to contact my litigation specialist again, no return call or not available to inquire and was informed I did not qualify for the modification because I have an FHA loan. My original monthly payment is {$1600.00}. to increase to {$3900.00} this including late fees, etc. The representative did state I have a grace period of 15 days to make the payment. I requested a formal letter stating why I was denied and the representative stating they do not provide " special '' letters and the letter I received stating I was approved for the re-payment plan was all they would provide. I should have been informed for the very beginning that CHASE does not provide modifications on FHA loans and I would not be in jeopardy of losing my home now that I am required to make more than double my original payment. I phoned CHASE again to speak about this matter and the representative said I can simply return the letter rejecting the offer of a re-payment plan and they will begin foreclosure proceedings. Ending the conversation, I confirmed with her the payment dates and she stated I do not get a grace period! They were not willing to negotiate attorney fees and had no excuse as to why I was not informed I would not be considered if I had an FHA loan.

Company response to consumer: Closed with explanation