Consumer complaint received 2018-02-08
Company: JPMORGAN CHASE & CO.
State: FL
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Struggling to pay mortgage

Complaint:
I am in a FEMA disaster area. On XX/XX/XXXX, I was contacted by XXXX XXXX, from Chase Bank, who is my mortgage company. XXXX XXXX explained to me that because of the recent disaster, Chase would defer my mortgage payments until XXXX. At that point I was one payment behind, he explained come XXXX, I would owe for the behind payment and XXXX payment. The rest of the charges would be put on the back end of the loan. 
On XX/XX/XXXX, I spoke with XXXX XXXX, from Chase Bank. She explained I currently owed for 6 payments. I explained that I was offered to have the payments put on the back end of the loan, she told me this was not an option and I was mis informed. I asked to have the taped conversation from XXXX sent to me, she explained I would need a Subpoena for that. I asked if she listened to the tape and confirmed that I was offered to have the payments put on the back end of the loan, would they honor that? She said, no, we would just coach that employee for further reference. 
I applied for a loan Modification on XX/XX/XXXX. On XX/XX/XXXX, I called and talked to my case manager, a XXXX XXXX. He said the paperwork was order and he would be in contact. He stated I was in the process of a loan modification. I instructed him that in no way did I want to lose my house or sell my house. 
On XX/XX/XXXX, I call Chase Bank to talk to XXXX XXXX, I am instructed that my case manager has been changed. I talk to my new case, XXXX XXXX, she explains that she works in the Liquidation Department. So from one day to the next, I am in the Liquidation department, which would mean I intend to sell or lose my house. I ask to talk to a manager.

I get a phone number for a manager. I speak to a XXXX XXXX. She explains that I am correct, that at first they did offer to put the payments on the back end of my loan. However after the time the offer was made, the investors decided to change the offer, and because I was not current on my loan, I was one payment behind, the offer would not be honored. She could not tell me why my case was in the Liquidation department. All she could say is I have to wait for the loan modification process, which takes 30-45 days. I asked what happens if I am not approved for a modification, she could not tell me. 
I am at risk to go in to foreclosure. If they go ahead and proceed with the filing for foreclosure, I will not be able to afford the additional charges for foreclosure and legal charges. 
If I am not approved for the modification, I have options to borrow the money to bring my payments current. I can not get any certain answer that they would allow me that option prior to filing for foreclosure. If they do process for foreclosure, I will not be able to afford the additional costs. 
I have a wife and XXXX small children, ages XXXX XXXX XXXX  I am not sleeping at night with the thought of losing our family house. 
I feel the actions taken and the offers made, then changing the offer, is both fraudulent and misleading. I am certain it goes against UDAAP laws. I am not able to get a straight answer from Chase Bank. I do not know what to do.

Company response to consumer: Closed with explanation