Consumer complaint received 2016-07-15
Company: JPMORGAN CHASE & CO.
State: NY
Product: Mortgage
Sub-product: Conventional fixed mortgage
Issue: Loan modification,collection,foreclosure

Complaint:
The XXXX XXXX of XXXX XXXX, XXXX. ( " XXXX '' ) represents XXXX XXXX ( " XXXX '' ) in his request for a mortgage modification from Chase. The first modification request was submitted to Chase on XXXX XXXX, XXXX and requested documents have been provided as soon as requested. An updated request was submitted again on XXXX XXXX, XXXX as all the documents had expired. Every time XXXX submitted documents, we followed up with a call to make sure they were received, at which time we were assured that the file was with the underwriter. XXXX would receive a call from Chase a few days later requesting the same documents that were provided and " located '' while on the phone with the representative at which time we were assured that they would let the negotiator know that the documents were in the file. This has gone on since XX/XX/XXXX. On XXXX XXXX, XXXX, XXXX was finally able to speak to the negotiator, XXXX XXXX, at which point we were informed that the file was never submitted to the underwriter and would not be submitted until she was happy that she had everything and understood everything. XXXX requested to speak to the escalation dept and spoke to XXXX who looked into the matter, spoke to XXXX XXXX and declared that they had all the documents but requested time to review the file. On XXXX XXXX, XXXX, XXXX went over all the mortgages, rentals and receipts and he forwarded all the information to XXXX XXXX. On XXXX XXXX, XXXX, XXXX spoke to XXXX at Chase, again went over the docs that were requested and received and she advised XXXX XXXX of the same. On XXXX XXXX, XXXX after receiving a call from Chase requesting the same documents that were received, XXXX escalated the review again. XXXX spoke to XXXX XXXX, XXXX, XXXX and lastly XXXX ( each name represents a new escalation request ). On XXXX XXXX, XXXX, XXXX spoke to XXXX, XXXX of XXXX XXXX ' team member and were advised that the only information they needed was the breakdown of the Section 8 rentals and XXXX was advised that in their state, they do n't have Section 8 therefore they did not understand how it works. Everytime XXXX spoke to either, XXXX XXXX ' team members or escalation dept, the documents were found, but XXXX would fax them again just in case - XXXX has been educating Chase on all the documents submitted, how to read them and how the information requested is on it. For over a year, the documents that have been requested are : proof of rental income ( bank statements have been supplied to show which rentals go into that account ) ; most recent bank statements ( XXXX XXXX, XXXX was the last submitted statement ) ; schedule of Real Estate and mortgage statements ( see attached ) ; Homeowners Association fees and PMI ( advised them over and over again that there are none of each ) ; proof of no HOA and PMI ; property tax and insurance that are not escrowed ( see attached ) and mortgages that are not on the credit report ( Chase has refused to disclose which mortgages are not on the credit report but none the less, all mortgage statements except for XXXX in which XXXX does not receive, have been provided ). All the properties have been listed on the XXXX schedule, declared on the taxes, mortgage statements, leases and bank statements provided, yet Chase is still asking for proof of rentals and a break down of the escrow on the mortgage statements, which is the first time ever that a lender has asked for that kind of information. XXXX has stated over and over that he does not pay HOA or PMI, if Chase has proof of otherwise, they will not reveal. Chase has led XXXX and XXXX in a wild goose chase, the review has gone on for over a year. XXXX is not able to speak to the underwriter and XXXX XXXX seems unable to explain or unwilling to work on the request for a modification. XXXX went into a hardship due to renters not paying their rent - now he has reliable renters.

Company response to consumer: Closed with explanation