Consumer complaint received 2018-10-11
Company: JPMORGAN CHASE & CO.
State: GA
Product: Mortgage
Sub-product: VA mortgage
Issue: Struggling to pay mortgage

Complaint:
My husband and I completed and submitted to JP Morgan Chase NA a " Request for Mortgage Assistance '' application ( with all requested documentation and each page labeled with our account number ) 26 times via fax, USPS certified mail, and XXXX since XX/XX/XXXX. Each time we sent our application to Chase, we received confirmation from our fax machine, USPS, XXXX and/or Chase branch location employees that the documents were received ON TIME ( usually days or weeks in advance of any Chase imposed deadlines ). XXXX even provided us with room locations of where they delivered our application to within the Chase offices at XXXX XXXX XXXX XXXX, XXXX XXXX in XXXX, Colorado along with the NAME of the person they gave the application to at the Chase offices there. However, Chase repeatedly states that they never have received ANY of our applications despite our having proof that they did on multiple occasions, plus our having confirmation of Chase 's receipt by USPS, XXXX ( with specific names, dates, times, and rooms with the Chase office building in XXXX, Colorado ), and by Chase branch location employees, branch managers, and vice presidents. 

Chase asked us to submit ANOTHER application to them by XX/XX/XXXX and we did so via XXXX 2nd Day Air on XX/XX/XXXX ( 17th submission ). As a back-up we also faxed the application and requested documents to Chase twice ( 18th and 19th submissions ) on XX/XX/XXXX from our home. Furthermore, we took the application and documents to a Chase branch on the same day and had the Vice President and Branch Manager ( Initials : XXXX XXXX ) fax the documents to Chase ( 20th submission ) and verify their receipt via telephone confirmation. We also had a Chase Private Client Banker ( initials XXXX XXXX ) at the same branch fax them to Chase again ( 21st submission ) on XX/XX/XXXX. He too confirmed the receipt of those documents to Chase in the appropriate location and department via telephone. As expected, Chase promptly sent us another form letter telling us that the documents were not received within the time-frame allowed. Chase employees at the branch location ( XXXX XXXX. and XXXX ) assured us that Chase would properly process our application and documents. Chase, however, did not. 

A few days after the XX/XX/XXXX Chase imposed deadline Chase XXXX as expected ) sent us another letter informing us that they did not receive our application and requested documents within the specified time-frame. That letter was soon followed by another letter from Chase requesting that we send the documents to them again. As a result we faxed the documents ( 22nd submission ) to Chase from our home in four parts on XX/XX/XXXX, and again ( 23rd submission ) through a Chase branch by an officer and private client banker ( initials XXXX XXXX ) who confirmed their receipt to Chase in the appropriate location and department. Furthermore, from our home we faxed the documents to Chase twice ( 24th and 25th submissions ) on XX/XX/XXXX. We received confirmation of delivery to Chase on both of those faxes as well. 

We have attached our application and requested documents with this complaint. Since this represents our 26th document submission to Chase at the address and department fax number specified in our Chase letters ( all having arrived prior to stated deadlines ), we are taking proactive steps in anticipation that Chase will once again FALSELY claim that they did not receive our application and requested documents. We have spent a total of {$98.00} since XX/XX/XXXX on postage and shipping to get our application to Chase in XXXX, Colorado. We, along with our attorneys strongly feel that we have submitted our application and documents to Chase an adequate number of times. In fact, it is totally ridiculous, incredibly egregious, and demonstrates gross negligence and/or incompetence by Chase employees that submitting our application to Chase 26 times would even be necessary. Since this matter involves a VA loan, the death of a U.S. military veteran, and four years of Chase violating the CFPB rules regarding Bulletin XX/XX/XXXX ( according to two attorneys who have reviewed our case ), we intend to use all available options ; our attorneys, our advocate at the U.S. Department of Veteran Affairs, and our two U.S. Senators as needed to bring about a proper resolution to this matter.

Company response to consumer: Closed with explanation