Consumer complaint received 2018-04-20
Company: JPMORGAN CHASE & CO.
State: FL
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Struggling to pay mortgage

Complaint:
I was a victim of natural disaster Hurricane Irma ( XX/XX/XXXX ). I reached-out to CHASE ( servicer ) for my loan, to advise I had had been without work, spent money on food, shelter and my home had encountered property damages.

CHASE advised that my Investor XXXX XXXX  had approved a Forbearance and I received letter confirmation on XX/XX/XXXX. My Forbearance had been approved trough XX/XX/XXXX CHASE advised I would receive documentation in reference to my forbearance and the delinquent payment would be moved to the end of the loan ( which lengthens the term of the loan ) and escrow deficiency would be spread out in a 5 year term, before XX/XX/XXXX.

I called CHASE every week, to request when my documents would be sent. I spoke to my assigned Relationship Manager XXXX XXXX ( XXXX ) and later case was assigned to Relationship Manager XXXX XXXX  ( XXXX ). CHASE representative advised that they didn't see that my documents had been sent, but that I should receive them prior to XX/XX/XXXX. That the forbearance term was over by XX/XX/XXXX, and I would have to make payment prior to this date.

XX/XX/XXXX, I was advised by Relationship Manager XXXX XXXX, that I was not eligible for a deferment because of a prior Modification and my interest rate was adjustable. I explained that I had spoken to XXXX XXXX and they had not offered deferment to Borrowers and that CHASE had misinformed me of what was actually being offered by my Investor. The Relationship Manager XXXX XXXX advised that she would be submitting my loan for a FLEX Modification to underwriting ( which required no documentation from the borrower ).

XX/XX/XXXX I reached out to XXXX XXXX  and spoke to a representative, whom scheduled a call back. I received a call from representative, XXXX ( XXXX   Ext XXXX  ) of XXXX XXXX whom advised that XXXX XXXX  was only providing Forbearance to the borrowers and that the Servicer would have to provide Retention Options, if re-payment was not done by the Forbearance expiration date. I advised that CHASE representatives had provided false information to me and I was now in serious default and not able to make re-payment of amount owed.

XX/XX/XXXX I received letter from CHASE that my Forbearance had been extended through XX/XX/XXXX.

XX/XX/XXXX, I called CHASE and spoke to representative XXXX, whom advised me that FLEX Modification request had been submitted to Underwriting XX/XX/XXXX three weeks after I was advised it would be submitted to Underwriting.

XX/XX/XXXX, I received a call from CHASE Escalation Dept.- Executive Office XXXX XXXX ( XXXX Ext XXXX ), which advised that XXXX XXXX had reached out to them and an escalation had been opened ( reference number XXXX  ). She advised she would reach out to my CHASE, Relationship Manager XXXX XXXX and call me back.XX/XX/XXXX, called CHASE and spoke to representative, XXXX XXXX and she advised my FLEX Modification had been approved and that I should receive Trial Payment Letter.

XX/XX/XXXX, I called CHASE and spoke to representative, XXXX XXXX whom advised that she would send e-mail to underwriting dept. to follow-up on Trial Payment Letter being sent.

XX/XX/XXXX, received a call from CHASE representative XXXX XXXX, again that my Flex Modification had been approved and sent via XXXX onXX/XX/XXXX. I advised I had not received anything. She proceeded to read notes in the system and advised that Final QA had returned the FLEX Modification back to Underwriting for doubtful further review. She could not advise of specifics and advised she would send e-mail to appropriate department and call me back.

XX/XX/XXXX I called Escalation Dept. CHASE-Executive Office XXXX XXXX ( XXXX Ext XXXX ), which advised that Flex Modification was approved but there had been a glitch in their system and letter had not been mailed. She advised she send e-mail to appropriate department and call me back.

XXXXXX/XX/XXXX, I received a call from CHASE representative XXXX XXXX, whom advised that she had no response from underwriting as to the status of my FLEX Modification.

CHASE representatives have provided false information as to what was actually being offered by my Investor, XXXX XXXX and have failed to properly communicate in a timely manner. CHASE representatives have communicated with false retention approval and their response is unacceptable. Time is of the essence and CHASE inability to communicate efficiently, provide false retention assistance, may put my loan to potentially be referred for Foreclosure.

Company response to consumer: Closed with explanation