Consumer complaint received 2016-04-24
Company: JPMORGAN CHASE & CO.
State: CT
Product: Mortgage
Sub-product: Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account

Complaint:
I am once again being asked to provide another extension to JPMorgan Chase a full year of them requesting extensions upon extensions to further investigate my claims of which I will document below. This is the same tactic used in XX/XX/XXXX when they were forced to pay XXXX to homeowners to settle state & federal claims over questionable mortgage practices promising to work harder helping homeowners. What did they do including JPMorgan Chase? Homeowners that were forced into foreclosure or bankruptcy were now being given letters forgiving their debts. " You ca n't forgive a debt that you 're legally unable to collect ''. Banks are always gaming the system. Hence the clamor recently by those running for office/ their advisers like XXXX XXXX who now positions himself as a " White Collar Criminologist ', planning on curbing this terrible abuse of the financial system. From a recent letter sent to Chase :. ) CONFUSION AND CHAOS IN TRADITIONALLY A SIMPLE MORTGAGE PROCESS. Again, we talked to XXXX Chase Representatives during the verbal mortgage and modification process and received XXXX Trial Payment Letters and errors for submission, within a 30-day period. Apologies from Chase are not the solution for their mistakes and the convoluted and confusing process. 
2. ) While you neglected to send the error letters intentionally or as an oversight, neither Trial Payment letters had the actual payment amounts and there were no vouchers or other payment plans included in the correspondence. Nice start! 
It only gets worse : The Trial Payment Plan dated XXXX XXXX, XXXX indicates a start date on XXXX XXXX, XXXX that you " confirmed '' in your recent correspondence as the " approved date '' -- after the missteps. There is also an attachment dated XXXX XXXX, XXXX simultaneously writing for a payment that was past due and or not received by said date of XXXX XXXX, XXXX. 
Assuming that the Trial Payment beginning XXXX XXXX, XXXX was the correct plan and was mailed to us by Chase on XXXX XXXX, XXXX -- with 5 to 10 days for delivery and receipt of the letter -- why would we be at risk of default for non-payment even before we would be reasonably expected to receive the " confirmed and approved '' Trial Payment Plan Letter? 
It makes no sense whatsoever but one can only assume that Chase was too big and preoccupied with the takeover of Washington Mutual ( the originator of our mortgage ) and the messy litigation that followed, or perhaps a scheme to confuse or intentionally defraud with the revolving door of Chase Representatives and the concept of a " verbal mortgage, '' with a paucity of information. Either way, it could be concluded that Chase did not have the proper controls in place to " house '' and process the most important and precious asset for working-class people like me, with increased risk of financial harm. 
3. ) FALSE CLAIM OF NON-PAYMENT ON APPROVED XX/XX/XXXX MODIFICATION. Chase has repeatedly claimed a paucity of information but we kept all of our documentation, up to and including ALL the people we spoke with. 
4. ) Our records clearly show that we made first payment on the XXXX XXXX, after repeatedly calling Chase to confirm the payment amount. Thanks to the brilliant idea of a verbal mortgage! Our records also confirm that we first tried to make the second payment on-line but when it was not accepted, went to the local bank make the payment there. The Teller & Bank Manager could not process payment. Called Chase corporate, then the nightmare began. " Nothing in the file, who told you so, we have no record, now after a year you are still searching for information? To add insult to injury Chase claimed they sent XXXX inspectors to our home..XXXX!!! of course they later admitted that this too was a mistake. How are they settling this matter? One full year of requested extension? Now on to the next level by jury of our peers. XXXX XXXX XXXX

Company response to consumer: Closed with explanation