Consumer complaint received 2018-07-12
Company: JPMORGAN CHASE & CO.
State: FL
Product: Mortgage
Sub-product: FHA mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage

Complaint:
I currently have a FHA mortgage with Chase Mortgage Mortgage with a balloon payment of {$22000.00} due XX/XX/XXXX.. home value {$140000.00} I would like to file a formal compliant with you regarding Chase Mortgage Mortgage their banking practices, their short sales and foreclosures in my area. These for homes or at lest mine seem to have a large amount of equity in them. 
Chase Mortgage manner and inconsistencies of their information to its consumers contradict there own web site, there agents and customer service agents about modification and home assistance help When I first tried to obtain a modified mortgage with Chase Mortgage I had a lot of problems, they kept denying me or sending me an offer for {$800.00} to {$900.00} a contract. My net income was around {$1600.00} a month from XXXX and XXXX XXXX    XXXX. I pleaded with Chase Mortgage to lower it I was only paying {$480.00} ( est ) a  month to begin with. I reminded them of the reason I was behind on payments due to medical bills and a long term hospital stay then rehab. I was assigned one counselor after another and the results were the same. Finally I made a call out of desperation to a  supervisor who looked at my file and asked if we could make a 3 way call with the IRS. 
Once we called the IRS. We found out I was the victim of ID theft, someone had been trying for the pass 3 years to obtain large amount of tax returns in my name. Because it was such a large amount, IRS had flagged the account, all the while trying to call me and send me letters. Well they where being sent to the bogus address and the bogus phone numbers. 
Chase Mortgage assumed tax was fudged hence the large amount for a modification Once Chase Mortgage receive this information I was offered a modification of {$370.00} but it came with a balloon payment due in XX/XX/XXXX. ( EX. A ) I called Chase Mortgage to voice my concerns, Chase Mortgage assured me when the time came they would be able to help me with other programs they had or refinance the balance of the loan XX/XX/XXXX I  contacted Chase Mortgage to try and get a program to help me with this balloon payment. Chase Mortgage asked me to fill in the modification paper work and send it back. This took some time since they kept saying they didnt receive this or that document I was assigned a counselling Mr. XXXX XXXX. I never had much dealings with him it was always with his co worker. 
One day before a holiday weekend in XX/XX/XXXX around XXXX Mr XXXX called me to say I had been denied and in a rough disgusted at me tone he was shouting we cant help you we, have no options for you, and dont send any payments in because we will send them back, By this time I was crying and pleading for help he shouted there is nothing we can do, I asked what about refinance, he yelled well you need to get yourself together and call them because they certainly are not going to help you sounding like that. 
I was able to call the refinance department the same day and based on my credit score XXXX XXXX ( EX. C ) said he could not help me. I was distraught. Over the next few days I received lots of mail from all different people and Mr. XXXX denial letter. ( EX. B ) I  called the chase mortgage back after the holiday informing them about how I was treated and try to get some help. I was referred to the escalation department who opened a file into the dealings I had with Mr. XXXX. All the while still receiving a monthly bill from Chase Mortgage and every time I called they said we cant accept your payment. 
I asked the supervisor why did they Deny me they said the group of investor 's are not willing to modify and we as Chase Mortgage are just the service of the loan and the other 3 banks made the decision.They also advised me to fill out another modification application ( EX. D ).

In the meantime I called around to see if I could could get help else where, I got involved with XXXX XXXX XXXX and Mr XXXX XXXX. I visited Mr XXXX office we filled in the paper work and sent all back to Chase Mortgage. 
In the meantime I called the three banks listed on my denial letter since Chase Mortgage had told me it would have to be their decision. I found out that Chase Mortgage now own two of the three of those banks listed as investor. The XXXX XXXX XXXX XXXX would be willing to modify according to the mortgage department. ( EX. B p4 hand notes ) I called Chase Mortgage bank and ask to inform them that they in-fact owned the low and could make a decision if need be. 
On XX/XX/XXXX I received a call around late afternoon form my Chase Mortgage counselling a XXXX XXXX., to advice me i had been refused once again. She went over the details of a thing called a XXXX and the investors I reminded her that Chase Mortgage was the investor and the XXXX XXXX was willing to see reason. XXXX advised me that a letter would be coming explaining everything ( EX. B ) All the while my personal problems were crumbling around me, my service dog of 13yrs was schedule to be XXXX XXXX on XX/XX/XXXX it was a stressful time. After the procedure I was not taking it well and was prescribed sedative I was in bed for several days and was just coming around on Friday XX/XX/XXXX ( EX. E ) I was jarred awake by someone pounding the fist on the front door. I was very disorientate and confused I rushed to the door to find and man with a huge camera shout out Chase Mortgage sent me you need to pay your mortgage, I asked him to wait so I could get dressed. I opened the door a little wider and he kept pointing to a form yelling I have to fill this out and can you make an payment today?, Chase Mortgage as asked me to fill in this worksheet and call them at this number right now, for the sake of my privacy I had to let him in. He said we need to call Chase Mortgage they can take your payment. I told him I was confused I just got a denial letter, he said yes but can you make a payment? I said yes if they take it. We called from my phone ( he left his in the car ) the lady on the phone ask him if he has filled in the finical work sheet she asked ifI could make a payment? I said yes. Then she must have pulled something up because she promptly said oh no we can not take a payment this loan has matured. I told her I am confuse why is chase mortgage sending people to my home forcefully I was put through to Mr XXXX at chase mortgage who advised me to call around to try for a refinance I called my counselor XXXX at XXXX XXXX XXXX and left him a message he was out of town for the holiday on his return Monday he sent me a list of local lenders who might help. Most of the lenders could or would not refinance for that small amount, in-fact on told me why dont you put that on a couple of credit cards. I finally got through to a a lady at XXXX XXXX we ran a credit report only to find out that Chase Mortgage has ruined my credit score by sending information of delinquent monthly payments.??? ask me to call Chase Mortgage to have them remove that or at least send a letter stating there is no monthly payment due at lest 3 payments of the regular amount XXXX. 
Called Chase Mortgage made a complaint, spoke XXXX for Chase Mortgage credit reporting he cant take it off or send out any letters unless he gets the okay from the bank put t Put through to XXXX sent me through to escalation department Spoke with XXXX @ XXXX XXXX XXXX XXXX they would escalate this and file a complaint and get back with me within 24hrs. ( they did not call back ) Called FHA they referred me to CFB, HUD and a host of others a I took a look at the area for foreclose and it appears to be a trend of people within the {$200000.00} and below house price range, that seem to be foreclosed on. I owe XXXX and the value of my home is {$140000.00} I have been advised by Chase Mortgage that foreclose is an option or a short sale. Either of those options are for the banks interest. A foreclosure would greatly benefit this bank and its investors (? ) a tidy investment for {$20000.00}. Please take a look at this banks practices and the trend of foreclosures homes in my area and statewide to see if this is indeed a trend to take peoples homes at a huge profit Regards

Company response to consumer: Closed with explanation