Consumer complaint received 2017-12-11
Company: JPMORGAN CHASE & CO.
State: VA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Struggling to pay mortgage

Complaint:
I have written previously and will continue to report JP Morgan Chase until we receive a satisfactory resolution. Every time I write regarding this serious matter all I receive in return are the same old copies of all of the papers that JP Morgan Chase has sent to us and the cover letter stating that they feel they did everything legally regarding this matter when they did NOT and no one will take me seriously. I am NOT going to stop writing until this is taken seriously and someone listens to the recordings of my phone calls with JP Morgan Chase representatives as verification of my story and the documents that I have mailed to JP Morgan Chase in the timely manner requested are included in the package as well as the rest of the documents that are mostly from JP Morgan Chase since hardly any of them are included but I did indeed mail them. So, until a satisfactory resolution is presented to us and received I will continue to write and report this matter. I dont care how much time goes by or what JP Morgan Chase says because this all happened back when they were found to mislead home owners by offering assistance and not providing it, etc. 

I am writing about the mortgage in the name of my father, XXXX XXXX XXXX, XXXX and I have full authorization to discuss the account. The account number is XXXX. Several years ago we started the process to obtain a loan modification. Of course we were unsuccessful trying it on our own so we hired an attorney to assist us and JP Morgan Chase had requested the same documents from us over and over again which we have sent EVERY document that was requested of us numerous times and in a timely manner. They told us numerous times that they did not receive them and requested them again and again. Evidently they sat somewhere on someone 's desk and did not get processed as they should have. This has been reported before by other mortgage holders with them and JP Morgan Chase has even been fined several times for such. 

Then they basically accused me of lying when I told them that after calling in and making several monthly temporary payments in a row, which we were set up for, one month I called to make the next payment and the person told me that she could not take the payment because our account was under review for a loan modification, ( well duh, that is why they were temporary payments ) I even gave them the name of the person that told me that and the telephone number that I called so it can be researched since their calls are recorded for quality assurance and training but obviously no one even cares to research any of what I have been reporting over and over again. 

They said that my father whose name the loan is under did not reside at the property so that was a reason why they denied the request. That was not true at the time of the request. 
There is no reason why we could not have been approved for a loan modification to save our home. We even paid off the second mortgage on the property but that didnt even seem to matter or account for anything either. 

The property was scheduled for foreclosure but a representative from JP Morgan Chase told our attorney at the time that the sale was postponed because they were going to review the modification again per the request of our attorney but they still proceeded with the sale anyway. It should have never happened. 

They claim to want to help their customers save their homes but they did not do a single thing to help us save our home and foreclosed on our home leaving me homeless.

Company response to consumer: Closed with explanation