Consumer complaint received 2015-11-09
Company: JPMORGAN CHASE & CO.
State: FL
Product: Mortgage
Sub-product: Other mortgage
Issue: Loan servicing, payments, escrow account

Complaint:
XXXX XXXXMy goal in this complaint is for Chase to correct our credit report and undo, or at least prevent further damage to our credit. As you can see they say were late on our payments in XX/XX/XXXX, and we never were. The proof of this is that we were credited with XXXX {$5000.00} principal reductions for never being late on our payments since we entered the TARP program in XX/XX/XXXX. 

In XX/XX/XXXX after struggling with under and unemployment for over a year, I was unable to meet my financial obligations under my mortgage. About a week before my payment was due ( I must make my payment on or before the XXXX of the month ), I knew I was n't going to be able to make the entire {$1600.00} payment. I had heard about President Obama 's program and followed a link on the Chase web site, which led me to an office called the " XXXX XXXX XXXX ''. My wife and I spoke with a man named XXXX XXXX. He told us that Chase there was " a program '' for folks like us. We naively thought this was the President 's program ( it was not ) he also told us that we had to be at least one month late. He was kind to us but it turns out that the program he represented was not the Federal program but rather a Chase internal program. It was extremely difficult to get a straight answer out of anyone. We thus began our troubled interaction with Chase and it 's plethora of contractors and divisions. 

We were on time for the XXXX payment and per the instructions of XXXX XXXX we were late on our XXXX payment but the next month, XX/XX/XXXX, when I received my tax refund I paid two months payments, Later that month, in order to qualify for the TARP program I had to make a XXXX payment. In order to do this I had to borrow money at 10 % per week rate of interest. I scrupulously followed the rules of the program and Chase never acknowledged this. I sent in my completed form for Phase one and it was returned executed by Chase. We had marked it up to correct a typo and to change payment due dates per our conversation with a " Chase '' representative. The reason I put Chase in quotes is that we spoke to so many people from so many entities claiming to be Chase that seemed to have no contact with each other that we could never be sure whom we were speaking with. Chase executed this agreement without comment. It took Chase almost a month to sign the Phase one agreement after we did, and another month to return it to us so we knew to expect very slow responses from them. Letters telling us we were in foreclosure and phone calls demanding payment constantly harassed us despite our constantly calling and saying we were in the program. We made payments as agreed and in XX/XX/XXXX, when we received the Phase two paper work we signed it, but we also noted that we disputed some the charges as they seemed to have been levied after XX/XX/XXXX, the effective date of the agreement from Phase 1. The note in question said : '' This amount reflects interest and other charges accrued after XXXX/XXXX/XXXXSince this was supposed to be, per contractual agreement with Chase, the effective date of this agreement, we dispute these charges validity. '' We initialed and dated our comments. We did not cross out our or modify the amount and signed the agreement. For the next several months we heard nothing from Chase except the usual non-stop stream of foreclosure and by XXXX we grew concerned and asked what the problem was. We began to receive a series of letters saying one or both of us had failed to either clearly sign or date the original Phase XXXX form. This, as can be seen from the enclosed is untrue, We sent in another copy of the signed paperwork, this time without the note as we had resigned ourselves to the fact that Chase would never give us a straight answer or live up to their part of the bargain.

Company response to consumer: Closed with explanation