Consumer complaint received 2017-11-13
Company: JPMORGAN CHASE & CO.
State: FL
Product: Mortgage
Sub-product: FHA mortgage
Issue: Struggling to pay mortgage

Complaint:
On XX/XX/XXXX the governor of Florida  declared Florida a disaster area before the hurricane arrived on XX/XX/XXXX. I live in XXXX XXXX County. JPMorgan Chase & Co. is my servicing lender. On Tuesday, XX/XX/XXXX I notified Chase that I would like a forberance. I have a XXXX  XXXX ( FHA ) loan and XXXX XXXX authorized lenders to either reduce or suspend payments. On XX/XX/XXXX, I received a letter from Chase stating I am receiving payment assistance as part of the disaster relief program. In the letter Chase stated, that I would receive statements but I am not required to make monthly payments. They encouraged me to pay some amount each month. Please read the letter dated XX/XX/XXXX in attachment # 1. 
On Thursday, XX/XX/XXXX I took my flood check to Chase, please see the attachment # 2 a  copy of the FEMA FLOOD check for {$1.00}, XXXX which someone in the bank endorsed the check. Then on Friday, XX/XX/XXXX, I went to the same local  branch on XXXX XXXX XXXX XXXX on XXXX XXXX in XXXX to have a representative endorsed the homeowner 's check. ( attachment # 3 ) Well a series of lies started. The representative discussed the situation with the Chase Insurance Department. The insurance representative asked the Chase representative what was the amount of the check. The representative told her the amount. Then the insurance representative put the Chase representative on hold. She came back and told the Chase representative that I need to open an unrestricted escrow account because my account was delinquent. I attempted to tell the Chase representative and the insurance representative that my account was in forbearance and I have a FHA mortgage.The Chase representative saw the XX/XX/XXXX letter but she told me they could not see the letters Chase had sent to me regarding my mortgage account. ( FHA ) The Chase representative told me to give her the check and I refused. Then the insurance representative gave me a Chase Specialist named XXXX XXXX and she told me that she would request to look at my FHA account and get permission to endorse the check in 48 hours. 
Please find Chase procedures for endorsing a check and the amounts as well as the paper work. ( attachment # 4 ) ) I went to another local branch of Chase on Monday, XX/XX/XXXX and once again they did not endorse the homeowner 's check because she stated my FHA mortgage was delinquent and I needed to turn the check over to her and of course I refused. Even though I read the insurance claim package to the Chase representative she continued to discuss my FHA delinquent mortgage loan even though FHA told the lenders I had until XX/XX/XXXX as stated in the XX/XX/XXXX letter. The Chase and the insurance representative disregarded the fact that I had a FHA loan so my mortgage was not delinquent because XXXX told the lenders to offer special options to those impacted by the hurricanes. The local Chase branches did not endorse my homeowner 's check because they told me my FHA loan was delinquent and I should put the check in an unrestricted escrow account in their bank. 
Additional Attachments : ( 4 ) Article : Banks That Have Announced Hurricane Irma Relief Efforts Article : ( 5 ) Take advantage of Florida home loan relief for Irma victims Article : ( 6 ) Helping Homeowners-Mortgage Assistance Article : ( 7 ) Servicers are authorized to suspend or reduce a homeowner 's mortgage payments

Company response to consumer: Closed with explanation