Consumer complaint received 2019-07-24
Company: JPMORGAN CHASE & CO.
State: CA
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Problem with a credit reporting company's investigation into an existing problem
Sub-issue: Difficulty submitting a dispute or getting information about a dispute over the phone

Complaint:
I am a XXXX XXXX XXXX military veteran, I am award this XXXX through the VA, it is XXXX, XXXX, and service connected. I retired in XXXX of XXXX after nearly 27 years of XXXX XXXX service, released with an XXXX discharge. 

As a career XXXX XXXX, I held myself to the highest standards in all regards, and I was also held in the same light by my peers and everyone else is my chain of command, purview, both professional and business related, as I should be. 

I obtained a mortgage with Chase in XXXX. I was current on this account up until the credit report indicates. 

Following the XXXX financial crisis and a subsequent 9-10 month period of unemployment waiting for a new job opening, I began down the road of a significantly more exacerbated being unemployed, and still having to maintain support for XXXX children at that time. 

I received assistance from family members as best that they could help, I was still falling way short and the nine or ten months unemployed was devastating, I was employed again in XX/XX/XXXX, as a XXXX XXXX XXXX XXXX following a career of 26 years as a XXXX XXXX. 

The ability to catch up, meet my XXXX XXXX obligations and every other commitment path popped up and had been previously committed too was daunting. 

At one point I had made the decision to declare bankruptcy, I had obtained an attorney, and began the process, although the lawyer was competent and highly specialized in this field, the process ran into a problem with some matters of tardiness with some matters that were out of my control. 

During this period of time I made an initial attempt to refinance with Chase Bank through their military department, I submitted my request over and over again and it did not come to fruition, I ran into a variety of delays and set-backs over months of time, one of those were a seemingly unexplainable inability for me to successfully send my documents to Chase and have them receive them, even when I attempted these deliveries from the Chase bank in XXXX, CA. 

I took a pause from my refinance attempts after a sustained effort to obtain that refinance through the military department at Chase. 

I decided to attempt this refinance once again through the military service department at Chase. I was connected with a young lady who worked there named XXXX XXXX, she was an amazing representative, timely, positive, straight forward, and professional. 

I was approved for this loan after a short period of time, it was so appreciated after taking many financial hits over a rough period of time, it was extremely important for so many reasons, personally, I take it very serious and being able to meet my obligations and provide for my family is of utmost importance to me, my current job, and all related jobs I would seek out are highly sensitive toward financial issues, as they should be. 

XXXX XXXX was a life saver, I made it a point to notify her superiors of her amazing work, it impacted my life then and still does today. 

I received the loan and the terms, part of that was an initial trial period for timely payments as laid out in the agreement I received and acknowledged with great appreciation. 

From the time I received this modification through Chase military section in XXXX, I have never had one late payment or any negative interaction with Chase, I remain extremely grateful and thankful to Chase and for this life changing opportunity to redeem myself. 

My mortgage was sold off and bought by XXXX, XXXX XXXX XXXX within the past year, I have had very, very poor service from this new group, to the person, and I contacted them many times over the initial setup period, they were rude, each and every time, extremely negative and demeaning, and this spanned over many phone calls for basic information on my account, I have never once had this kind of sustained negative service in my life, they are absolutely the most unprofessional organization I have ever had the misfortune of having to work with. 

I do not know the functioning or roles of the XXXX but they are not accredited through the XXXX, each and every review I read on them is as negative or more from what I have described. 

I am bringing this to light because I am currently in the process of attempting to refinance my mortgage to take advantage of any savings out there to better support my family and my XXXX kids attending college. 

Being able to get refinanced would assist me financially and it would be a great help ridding myself of XXXX, I believe everyone would love to do the same, it is amazing. 

Although I had an amazing experience with Chase with regard to Chase Loan ( XXXX ) their reporting on my situation after giving me my modification, and my meeting of all obligations of specified trial period, and no late payments whatsoever from the modification onward to current, their reporting seems to be a bit harsh and repetitive after my adherence to their gracious modification in XXXX. 

During my sit down attempting to refinance my property I was advised that I would be greatly hampered with a R 1-13 listed by Chase. I was advised that by talking to Chase about all of the successive R offenses it would have a huge negative impact on my report, and that is after I had met all of their terms and guidance for this procurement of the modification for which I am so grateful. 

I hesitated to contact Chase once notified of this reporting because from the time I was sent over to XXXX, once they purchased the servicing of the loan, I was advised that I would have to refer any and all of my inquires on loan matters through XXXX, they were not rude about this matter whatsoever. 

I attempted to speak to Chase multiple times after they transferred to XXXX to address several administrative matters and to inform them of the incredible service they had provided and the huge dissatisfaction with XXXX. 

I am sending my concerns with this repetitive reporting of my initial delinquency for such a long period, not just the overall event that led to my modification awarded through Chase Bank. 

I appreciate you're consideration of this matter, it is very important to myself and my family, employment to be upstanding with all financial matters. 

My very recent attempt to refinance brought this matter to light, instead of calling Chase again personally with the guidance I received from them on every other inquiry, it seemed more prudent to contact you directly to address this matter, XXXX is largely unequipped or open to speaking to any matter professionally. 

Any help I can receive with this matter would be of great assistance to me in pursuit of obtaining a refinance which impacts my personal financial matters directly affecting my family. 

I am in no way suggesting that Chase bank has let me down in anyway, they gave me an amazing opportunity, I can not express my appreciation enough. I was just aware that all matters pertaining to this loan were to be taken up with XXXX which is absolutely impossible as described above.

Company response to consumer: Closed with explanation