Consumer complaint received 2018-04-27
Company: JPMORGAN CHASE & CO.
State: NY
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Struggling to pay mortgage

Complaint:
To Whom It May Concern, XXXX XXXX was approved for an income based loan modification on XX/XX/XXXX with a trial payment starting on XX/XX/XXXX in the amount of {$5600.00} per month. 
On or about XX/XX/XXXX our client scheduled to have the trial payments automatically withdrawn from her bank account with the point of contact XXXX XXXX. 
XX/XX/XXXX a letter was sent to XXXX XXXX revoking her trial modification due to chase not being able to " verify income, employment, assets, identity, and/or property occupancy on the information provided '' However, the same letter contained an XX/XX/XXXX result which has her income verified at {$17000.00} gross per month with monthly expenditures of {$10000.00}. The XXXX also contained indication that the property was verified as owner occupied. 
XX/XX/XXXX a letter was sent to XXXX XXXX cancelling the automatic withdrawal from her account. The letter indicated that XXXX XXXX cancelled the withdrawal which is not accurate. Our client did not cancel the automatic payments as she is eager to keep her home and resume making her payment. 
On XX/XX/XXXX between 1XXXX to XXXX Eastern time our office contacted Chase and spoke to XXXX XXXX who informed us that the investor ( XXXX ) made a business decision to cancel the modification due to the equity in the home and not based on what is listed in the denial letter. We requested to have the file accelerated to a manager immediately. 
We were transferred to XXXX XXXX in the escalations dept. who informed me that they have limited access to the file and will have an investigation opened and reviewed for accuracy. 
On XX/XX/XXXX at XXXX eastern time, I was contacted by XXXX XXXX . Unfortunately she left a voice mail and did not notify our office what file she was calling on. However, I immediately called Chase back and was told that without a loan number they could not assist me. They also were unable to transfer me to XXXX XXXX so I could figure out what file she was calling on. I specifically requested that an email be sent to her and requested that she call me back but instead of leaving a voice mail, I asked that she request to speak with me as it is our office policy that if any lender calls the assigned representative is to get on the phone immediately. She did not, so we were unable to receive a proper update on the file until we were informed by our client that XXXX XXXX was in charge of her account and I was able to put the information together. 
Now, our client is being told to submit all new financials for a new review when our client has already received a financial review and approved. 
XX/XX/XXXX our office contacted chase again and we were notified that the resolutions department concluded that on XX/XX/XXXX the lender decided to overturn the approval because the file didnt meet the guidelines after the approval. 
It is our belief that Chase made a mistake by taking the modification away and voluntarily canceling her trial and are refusing to accept that a mistake was done at our clients expense.

Company response to consumer: Closed with explanation