Consumer complaint received 2015-09-21
Company: JPMORGAN CHASE & CO.
State: IL
Product: Consumer Loan
Sub-product: Installment loan
Issue: Managing the loan or lease

Complaint:
I took out a HELOC loan against my primary residence in addition to the mortgage that was already in place. After going through some financial difficulties, I called the lender to have the loan adjusted. Instead of adjusting the loan to reflect the current value of the property, the lender took 6 months and added over $ 6K in fees with no rhyme or reason. After listing the property for sale, I contacted the lender again to request a short sale. The lender buried me with paperwork saying that this was part of the process. After completing the paperwork numerous times, I received no response. Every week I would get a letter asking me to call a number with an assigned acct. rep. Every week the name of the rep would be different. I was able to sell the house, but the lender almost screwed up the deal as they refused to send the appropriate payoff paperwork to the attorney and the title company. In addition to that, they tacked on another $ XXXX for " miscellaneous fees '' to process the paperwork request. After the completion of the sales, I lost more than $ 7K to the lender for simply asking for a short sale and/or a loan modification. Nothing was done. No solution was found, fees were simply added to my payoff and the amount I received was $ XXXX less because the lender would not accept the actual amount due. I 've contacted the lender XXXX times with no resolution and no one able to explain to me what the fees were for, why they were charged or how they were justifying a $ XXXX fee. The lender was JP Morgan Chase NA. After the last call, the lender rep told me that I 've called too many times and they were putting me on the do not respond list. In other words, every time I would call and verify my account, a message would go on saying that they refused to tal kto me and if I had any questions I should send an email to their general mailbox : XXXXXXXXXXXX or something along those lines. Meanwhile, the lender kept sending me letters saying how they wanted to work with me. They also kept sending me offers to refinance my mortgage and HELOC. They even sent an appraiser, unsolicited and unwarranted to inspect my property. When the appraiser showed up, he wanted access to the house. When I refused he told me that he would go back to Chase and start eviction proceedings. When I asked why, he said that if he did not get access, it meant that I was not paying my mortgage. When I explained to him that not a single payment was late in the last 3 years, he said that its not his problem and that this is a standard process. After the closing, when the loan was finally paid off, someone from Chase called me to ask me if I 'd ever do business with them again and that they had great programs for the new property I purchase. He said all I would have to do is fill out a credit app over the phone. When I asked for his name and department, he hung up. When I called their privacy team to add my name to the " do not contact list '' they refused and told me to simply disregard the offers they were sending if I was not interested.

Company response to consumer: Closed with explanation