Consumer complaint received 2018-06-23
Company: JPMORGAN CHASE & CO.
State: FL
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
Hurricane Relief Complaint Let me make this simple and direct : 1. Chase informed me that they had a hurricane relief for those areas affected by Hurricane Irma. I am in one on those areas ( XXXX, FL ). I took advantage of postponed payments in order to save money to pay for hurricane repairs. No penalties, no bad credit reporting, and payments would be put at end of loan life and new last payment of loan date created. 

2. I was given From XX/XX/XXXX to XX/XX/XXXX for this postponement. I was informed that I had to pay starting in XX/XX/XXXX. They mortgage payments would start then. 

3. I did start payments in smaller amounts as directed within typical dates when the normal payments are due. About XX/XX/XXXX to XX/XX/XXXX. 

4. I also was told that I could have an extension of the postponment until XX/XX/XXXX. I said yes and I filled out paperwork I felt pertained to that.

5. I started to get calls from Pitbulls from Chase to pay up and that I was delinquent plus they were going to trash my credit. They did, twice. The calls were repetitive. I called to complain. They said they were going to investigate and call back next day. They did not.

6. I continued to get conflictive explanations each time I called that I owed and was delinquent but had the extension until XX/XX/XXXX. This was incredibly bewildering and I lost a lot of sleep. 

7. I called to complain that I felt baited and switched by Chase Bank because in good faith I took advantage of their Hurricane relief only to come out with my credit trashed and feel like I was repeatedly lied to by confused Chase agents. I made many calls. I lost track.

8. I was told that they would investigate and if Chase did wrong they would correct my credit score to what it was originally, which was super excellent! The said they would listen to the recordings of the calls. If they had said for me to make some goodwill payment they would make the correction. 

9. They never got back to me for weeks. I called back. They excalated the issue. I got a call several days later saying they did no wrong and would not change my credit rating. I dont believe they listened to ALL the recordings becaues I attest they told me to make some amount of payment to show good faith. The person from escalation dept. said they could not do any more. I felt betrayed and lied to. I have never missed any payment prior to hurricane relief and felt I could use it to make repairs. The money I saved I had to pump back in to pay the mortgage payment thus leaving me with no money to fix my house. I am in worst situation, thanks to Chase. 

10. I felt they lied about the extended postponement of paying to XX/XX/XXXX and also about fixing my trashed credit. When I would talk to agents about half of them were not clear and read their script and really did not undestand the details. I trusted their advice. I asked them many times if what I was hearing was correct. They said yes. I was mislead by confused agents. Please, Please get justice for me. Dont let this happen to little guys like me that end up gettng shafted. The bank is not my friend. This left me bitter towards Chase. Thank  you. 

11. I am now forced to apply to modify my loan because the the setbacks and problems Chase has created for me and made complicated.

Company response to consumer: Closed with explanation