Consumer complaint received 2017-11-02
Company: JPMORGAN CHASE & CO.
State: IL
Product: Mortgage
Sub-product: Other type of mortgage
Issue: Struggling to pay mortgage

Complaint:
I bought my home in XX/XX/XXXX and refinance and Chase now J P Mortgage Chase assume the mortgage in year XX/XX/XXXX. I never missed a payment. I paid all the PMI insurance. My finances changed dramatically in XX/XX/XXXX. I applied for the XXXX XXXX  XXXX and was awarded the 18 months of help. After that assistance went by I still did not make the money I use too. I went to Chase in XXXX of XX/XX/XXXX to see what assistance program I can apply. In the process I still made my payments on time. I have exhausted all funds and in much credit card debt and other debts. I started the process I faxed, email all the document timely and call to confirm the documents were received. The window was 90 days. I communicate and wrote down wrote everything I did. At close of the decision they switch the person handling my file. Allowing my income verification to expired. I asked what happen? At first they appeared to be helpful. Then the games were being played. Got a new person, they are telling I need to resend everything over again, I had to change the address of my light bill because I use a XXXX XXXX . The billing cycle for the light bill already had past and my window was closing with Chase. I spoke with a supervisor about why I have to fax over information that did not change, like a divorce decree it should be in the system. I complaint about how the representative lied to me and to pull the recordings. This was a six month process XX/XX/XXXX thru XX/XX/XXXX. The final decision was pay {$10.00} in XX/XX/XXXX and come up with 3 months of full payment in XX/XX/XXXX. They XXXX XXXX a package which I did not sign. They had it on my credit report that I were in a forbearance program. I submit a complaint to the credit bureau remove it off my credit report because I did not accept the offer. I recently received a XXXX check from Chase stating they could of took more time in helping me. This was a willfully and deliberate intent not to help and let the first window to close and abruptly change my rep. My complaint -Why have these so call assistance programs and you really do not want to assist? These people are rude by over talking you over the phone, liars and not helpful. They pay people not to help. Again, I never missed a mortgage payment. I have a voice and want to be heard. I 'm not inept nor nave, I know what they did even though they so call went by their so call rules. Telling me if you can not afford the house just " short sell ''. I bought my house in the President Clinton reign..my interest fixed rate still is at 7 percent.  They could of lower my interest rate without refinance and without adding more money on my mortgage!!. There are folks with 3 and 4 percent interest rate with bad credit. They have almost 20 years of payment AND THEY COULD NOT HELP?. They are not breaking the law being unhelpful and rude. But these companies like Chase hide behind these so call rules so they can slide under the radar giving the appearance of practicing ethically. But they are not!! Adding to the insult-sending me a XXXX check for not helping. 

XXXX

Company response to consumer: Closed with explanation