Consumer complaint received 2018-04-17
Company: JPMORGAN CHASE & CO.
State: MN
Product: Mortgage
Sub-product: FHA mortgage
Issue: Trouble during payment process

Complaint:
Chase Mortgage contacted me in XX/XX/XXXX indicating they would like us to apply for a HARP modification/refinance in order to help us getting on track with our payments and see if anything could be made easier for us. At the time we were behind by a payment and 1/2. When we started to have difficulty I was breaking the payment of {$1200.00} into two payments and paying {$700.00} twice a month. They accepted that payment 3 times and the fourth time they sent it back. I called Chase to find out why and found out I had a customer service representative named XXXX. XXXX offered the modification and told us he was 99.9 % positive we would be approved. We sent in all of the documentation needed. Every day or every two days he would call asking for more bank statements, more paystubs, more information. Finally, in XX/XX/XXXX when I still had not heard we were approved for the refinance I got in touch with XXXX and his response was " I'm so sorry, XXXX, you were not approved ''. I asked him what we needed to do and he said the only thing Chase was willing to offer was a short sale. At this point, since they were refusing any payment - they said the status had moved to foreclosure - we were behind by over {$5000.00}. I then contacted XXXX XXXX XXXX to find out what kind of help we could get, she suggested Chapter XXXX - to provide us with an automatic stay. We filed Chapter XXXX with the help of an attorney. By the time the Chapter XXXX was filed, Chase tole our attorney we now owed over {$11000.00} in arrears. We have been making payments to our trustee since XX/XX/XXXX. The first {$3500.00} went to attorney 's fees. Chase has been receiving both our regular house payment and our arrears since then. 

XX/XX/XXXX Chase sent a letter that our escrow was short {$2300.00}. Our choices were to pay it in full or raise our monthly payment to {$1500.00} to make up for the shortage and in anticipation of the future. We don't have the extra money laying around, so we accepted the change, but this is not affordable for us. 

This year, on XX/XX/XXXX, We received a statement from Chase that said we owe for XX/XX/XXXX and XX/XX/XXXX. ( the due date is the XXXX of the month ) We received a payment on XX/XX/XXXX that said we owe for XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX. I called to Chase On XX/XX/XXXX and spoke with a young lady there who put me on hold to speak with a supervisor. She said it was a clerical error and their mistake it should be corrected. On XX/XX/XXXX I received notification through XXXX XXXX that reporting had changed - Chase reported this loan over 120 days late. This is inaccurate reporting. I attempted to dispute on XXXX XXXX which they indicated they contacted Chase and nothing was changed. On XX/XX/XXXX I called again and spoke with XXXX. XXXX told me the person I spoke with on XX/XX/XXXX was not even in the bankruptcy department and that " occasionally Chase reviews accounts and in review they determined we were actually more behind that previously thought. Is there anything else I can do for you, ma'am? '' I then requested a payoff in writing and he said it would arrive in 5-7 business days. It is XX/XX/XXXX as I write this and we still have not received that payoff. I called today and spoke with a lady, XXXX XXXX, and she stated the letter went out today at XXXX XXXX. In addition, we received a statement yesterday, dated XX/XX/XXXX that says we owe {$9700.00} as our payment. No explanations, nothing broken down. 

Throughout this time we have also seen charges for random appraisals and inspections ranging from {$40.00} - {$150.00} at a time. When I have called on them they tell me they occasionally need to update their information. 

I feel like Chase has charged us exorbitantly for things that have not been authorized by us or even notified of. Crediting payment is unethical. In the 7 years we have been a customer they have never said " we review from time to time and we've determined your payments weren't on time after all. ''

Company response to consumer: Closed with explanation