Consumer complaint received 2021-03-02
Company: JPMORGAN CHASE & CO.
State: TX
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
In XXXX last year my wife and I didn't receive a paycheck due to the Covid-19 pandemic. My wife is a XXXX XXXX XXXX and I am a XXXX XXXX  working at a XXXX XXXX  by appointment only, on a part time basis. Both of us ended up not having a paycheck for both XXXX and XX/XX/2020, I contacted the mortgager of our house loan : Chase Bank ; XXXX XXXX XXXX ; XXXX, OH XXXX ( account # XXXX ) and applied for and received a forbearance program through Chase. With the forbearance program we did not make a mortgage payment in XXXX, XXXX, and XX/XX/2020. Since then, I have resumed making my mortgage payments and have not missed any additional mortgage payments. I received a letter from Chase dated XX/XX/2020 stating that they had not heard back from me during the initial 3 months of the forbearance program and had extended our payment assistance for an additional 3 months. I had called Chase several times during the first 3 months of the forbearance program and kept being told Chase had not decided on how to handle the missed mortgage payments with the forbearance program at that time. In the letter from Chase dated XXXX XXXX, 2020 they gave a telephone number to call ( XXXX ). I called Chase and had their employee explain the different options they had to make up the missed payments. I chose the option of making a balloon payment at the end of my mortgage loan, hoping I would be able to pay a little extra each month and have the missed months payed off before the end of the loan. In XXXX of this year I received a letter from Chase saying they had turned my loan over to a collection company ( XXXX XXXX XXXX, XXXX ; XXXX XXXX XXXX  XXXX XXXX, XXXX XXXX  ; XXXX XXXX, Florida XXXX, account # XXXX ) because they considered my account to be delinquent. I again kept calling Chase and was told by several of Chase 's employees that there was nothing that could be done at this time because my account had already been transferred. I finally spoke with a Mr. XXXX XXXX of Chase Bank and outlined my problem. He said he would need 5 days to research the problem. At the end of the 5 days he called and said he would need an additional 5 days to determine what the next step could be. At the end of that 5 days, he called and asked me to call him back. The number for Chase that he left for me ( XXXX ) could not reach Mr. XXXX directly and the Chase employee I spoke with told me he would have to text Mr. XXXX in order to call me back, and for me to " have my line clear so that I could speak with Mr. XXXX ''. He never called me back. I have now called several times to Chase trying to reach Mr. XXXX and he has not answered any of my phone calls. In the meantime, XXXX XXXX is saying I need to pay {$5200.00} to bring my account current and to avoid extra fees, etc. I do not have that kind of money, the reason we entered the forbearance program initially. I do not feel like I should be punished with having to pay extra fees, and possibly have my credit score ruined because Chase has obviously employed grossly incompetent employees. When we entered the forbearance program, we were told we would not have to pay extra fees, our mortgage would not be affected, and our credit scores would not be lowered. All of these things are happening to me.

Company response to consumer: Closed with explanation