Consumer complaint received 2020-10-16
Company: JPMORGAN CHASE & CO.
State: FL
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Struggling to pay mortgage

Complaint:
This is a copy of a letter that I have sent to every state representative, congressman, senator, local news, my lawyer and others about how I been treated by JP MorganChase Bank, my bank and mortgage holder for over 20 years. I left out the fact, except to the  people I've spoken to in the news and my lawyer, about the several letters I received from Chase acknowledging that I am in fact in the 'mortgage payment assistance program ', starting in XX/XX/XXXX. I was reassured 4 times that my payments from XXXX through XXXX would be added to the end of the loan, and that I am expected to continue monthly payments XX/XX/XXXX. I had no problem with that. But, when I went online to make my payment, which is was allowing me to at the time, it was showing a higher amount than expected seeing how I bought new insurance and the monthly payment was supposed to reflect that. I was on the phone with a person from Chase escrow department that reassured me that my payment would be lowered in " a day or two '' and to make the payment then. When I went online five days later XX/XX/XXXX, the payment that showed that was due my MONTHLY PAYMENT, was still at the higher insurance rate. I called and was told that I need to speak to someone from the escrow department that opens Monday. So, I called Monday, spoke to seven different people, explained the situation five different times. The last person I spoke to, in the escrow department said she was going to make the adjustment. Then she said, " Oh, it looks like there is an error ''. I asked what she meant, she said it shows that I wasn't qualified for the deferment program, and that I owe all 6 months payments " now ''. 

I have several letters from Chase stating that I am in the deferment program. 

Now Chase is selling my mortgage, so they say due to that process happening nothing can be done. Chase has ruined what mediocre credit I did have. Chase cancelled all my credit cards I was delinquent with, and one I was current with and paid in full EVERY MONTH. I don't know how one moment I am able to start my monthly payment due in XXXX, and the next it shows I owe the whole {$4600.00}. How for six months I am in a payment assistance program, set to add payments at the end of my loan, which I was reassured four times that was the case, then I am not I called the new mortgage company, and an agent told me if I don't have the payment in full on XX/XX/XXXX foreclosure is to begin on XX/XX/XXXX. 

Where is Chase Bank 's integrity?!! 

This is the letter I spoke of : Hello Congressman Mast, I was diagnosed with XXXX XXXX XXXX XXXX XXXX XXXX  which spread to my XXXX  XXXX  in XXXX, XXXX and was able to maintain my position ( 20+ years career ) as a XXXX XXXX XXXXr and XXXX XXXX  working with children who have XXXX XXXX the School District of XXXX XXXX XXXX and XXXX XXXX XXXX XXXX while I sought treatment etc. Unfortunately, once the COVID-19 pandemic hit I was released of my duties and unable to support myself through my career. 

I was able to find short term temporary work in XXXX  and XXXX in the meantime ( I did not seek unemployment ). I am a household of 1 and have taken pride in always maintaining busy and contributing to society through my work. 

In the springtime I received a call from my mortgage company ( Chase Bank ) and was  given the opportunity to sign up for their payment deferment program. I was told that 3 months payment due in the upcoming months would be deferred and due at the end of my 30-yr loan, thereby giving me 3 months of reprieve. I later received an additional 3 months whereby I specifically asked Chase Bank representatives if this was truly how it works and was reassured that no payment would be necessary for these 6 months, they would be added to the end of my 30-yr loan or at the time the house is sold, whichever comes first. 

Additionally, I was able to renegotiate my homeowners insurance, lowering my monthly payment ; however, Chase Bank never applied the new insurance rate. When I recently called to rectify this issue, I was told they could not do anything because they are in the process of selling my mortgage. I was also told at this time that I did not qualify for the 6 months deferment of the payments Ive missed. 

I am reaching out to you because although I have talked to so many individuals at Chase Bank I am most definitely getting the run around and am afraid I may lose my home in the process. Id like to know if there is an organization that can advocate for individuals like myself, a hard-working American trying to keep my home and sanity. 

Please let me know if you or anyone else can help with my communication to my mortgage company Chase Bank. 

Thank you for your kind attention and assistance. 

Sincerely, XXXX XXXX XXXX XXXX XXXX XXXX XXXX

Company response to consumer: Closed with explanation