Consumer complaint received 2020-03-05
Company: JPMORGAN CHASE & CO.
State: WI
Product: Mortgage
Sub-product: VA mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage

Complaint:
For the past 11 years, we had a mortgage through Chase Bank on our house at XXXX XXXX XXXX  in XXXX WI XXXX. In XX/XX/XXXX we listed our home for sale and had more than 30 showings. People loved the house but not the backyard because behind the fence was over 50 stores that had opened, as well as a large trauma one hospital which opened XX/XX/XXXX. Then the State of Wisconsin sent expansion embankment ( roan expansion ) of road behind our fence due to so many accidents. Because of all this, we decided in XX/XX/XXXX to list our home as a short-sale because it was not selling. 

The first buyer for the short-sale walked away on closing day in XX/XX/XXXX. 
Since XXXX of XXXX we decided to have XXXX as our new lender and they were updated the entire time. XXXX ran our credit, chase bank is not on our credit report. 
During the short-sale process that second time, while in underwriting, Chase Bank sold our loan to XXXX XXXX. XXXX stated they would start where Chase Bank left off. XXXX XXXX   took 2.5 months to review our loan that was left in short-sale underwriting. During those 2.5 months XXXX XXXX  would send people to our house serving us with foreclosure papers while they were reviewing our loan. XXXX, I called XXXX XXXX regarding these letters they told me to disregard them since our loan was in a short sale process. Bank finally approved the short-sale closing for XX/XX/XXXX. Our offer was accepted by XXXX for XXXX XXXX XXXX, XXXX. We were scheduled to close XX/XX/XXXX. 
XXXX was aware of everything going on since XX/XX/XXXX and they had run our credit 5 times, had LESs, current XXXX XXXX orders, XXXX, benefits letter, etc. 
Since there was a gap between closing on XXXX XXXX XXXX  and the home we were approved for, the seller agreed to allow us to stay until closing day with a commitment letter from XXXX for {$50.00} a day. 

But on Friday XX/XX/XXXX XXXX called to get our commitment letter and stated that our application was declined because our loan did not show up on our credit report. We were stunned because XXXX had to have been aware that the loan payments were not showing up on credit reports they had previously pulled. We were told by XXXX that we were fine because we are not in control of reporting to the credit reporting agency. We were not aware until XX/XX/XXXX that our home was not on our credit report, XXXX told us. 
On XX/XX/XXXX, XXXX used 3rd party company XXXX and with me on the line, called to verify our loan with Chase Bank. Chase Bank stated that we had to call XXXX and would not help us. 
On XX/XX/XXXX our realtor XXXX called XXXX on 3-way and we spoke to a manager XXXX in underwriting. She stated our loan was declined because its a short-sale. She stated the military considers short-sales and foreclosures the same. We did not know where we were going to live starting XX/XX/XXXX. 
On XX/XX/XXXX, because we did not have a commitment letter, the seller put his house back on the market. This meant we did not have anywhere to live starting XX/XX/XXXX because closing on our current home was XX/XX/XXXX, and XXXX then told us to seek out homeless services in our area. Since our family includes XXXX children plus pets, we decided instead that for the safety of our children we would immediately search for hotels in the area and stay there temporarily, and our realtor helped us find an apartment that we hoped to move into possibly starting XX/XX/XXXX. 

On XX/XX/XXXX, we started living in the XXXX XXXX XXXX with our XXXX children and pets. I did not feel safe On XX/XX/XXXX, XXXX XXXX sent us referrals to XXXX XXXX, to JAG who said they may have an intern to help figure out why XXXX never reported our mortgage payments to a credit reporting agency, and to the financial counselor nearest XXXX. 
We were advised to try XXXX XXXX, XXXX XXXX declines us. We also appealed their denial also getting denied 3 days later. 
XXXX XXXX decision for denial letter had a boxed checked collection action or judgment. 
I searched our name on Wisconsin Circuit clerk and to our surprise Chase bank filed electronically to foreclose on our home XXXX. We realized we were getting denied on our new home due to this action taken. Wisconsin circuit clerk access is public access. 

This has been both extremely stressful and expensive. We have had a XXXX  in our driveway since XX/XX/XXXX at {$250.00} a month. We are located in a subdivision where houses sell in a matter of days. We didnt expect to have to do a short-sale, and all these expenses have mounted up putting great financial strain on our family. 
In addition, all of our frozen and refrigerated food had to be thrown out, as well as the food in the extra freezer in the garage. And, a lot of sentimental items also had to be thrown out because we did not have enough room in the XXXX and storage facility. 

With 19 years of military service and family sacrifice, we would greatly appreciate any assistance you can provide.

Company response to consumer: Closed with explanation