Consumer complaint received 2017-06-23
Company: JPMORGAN CHASE & CO.
State: CO
Product: Mortgage
Sub-product: FHA mortgage
Issue: Struggling to pay mortgage

Complaint:
Weve completed an additional review of your request for assistance and confirmed our decision was correct based on the documents we received. Weve enclosed a copy of the letter we sent you on XX/XX/XXXX, explaining this decision. The information regarding your experience with XXXX has been forwarded to management and will be handled accordingly. We take complaints that claim discrimination very seriously and investigate them thoroughly. We do not tolerate any form of discrimination as it is strictly against our policy and contrary to our corporate culture. We thoroughly investigated your concerns and can assure you there was no discrimination in this matter. HE WAS RUDE AND VERY DISREPECTFUL AND HE DID THIS IN THE PAST TO ME WHEN WE DID OUR OTHER MODIFICATION, I THINK HE DISLIKES US. HE IS VERY JUDGEMENTAL AND RUDE. HE WASNT PROFESSIONAL AT ALL. HE HAS BEEN THERE A LONG TIME SO I UNDERSTAND THAT THE WAY I FEEL WE WERE TREATED IS NOT RELEVANT IN YOUR EYES??? apologize for any confusion regarding the date you are eligible to reapply for a loan modification. The earliest we can accept an application for review is XX/XX/XXXX. WE WERE NEVER NOTIFIED OF THIS UNTIL SOMEONE IN THE EXECUTIVE OFFICE INFORMED US OF THIS, THE MONTHS HAVE BEEN WRONG EVERY TIME WE HAVE ASKED. WE WERE TOLD XX/XX/XXXX, THEN XX/XX/XXXX, THEN XX/XX/XXXX, AND THEN WE WERE TOLD XX/XX/XXXX, EVERYONE HAS GIVEN THE WRONG MONTHS. This is because your previous modification was effective on XX/XX/XXXX. Your loan is insured by the Federal Housing Administration ( FHA ), and we must abide by their guidelines. The FHA has a strict rule allowing no more than one modification within 24 months. We apologize that you were not provided with timely information regarding the FHA modification restrictions. IM VERY THANKFUL THAT YOU HAVE APOLOGIZS, BUT THAT SITUATION HAS CAUSED US TO FALL FURTER BEHIND. THIS COULD HAVE BEEN AVOIDED IF WE WERE GIVEN THE CORRECT INFORMATION IN THE BEGINNING. THAT IS NEGLECT ON YOUR PART AS A COMPANY, YOU FAILED ME AS A CLIENT. The loss mitigation programs available to you at this time are unemployment plans, forbearance/repayment plans, modifications, a short sale and a deed-in-lieu of foreclosure. There is no underemployment or death in the family assistance programs. A refinance is a completely separate process and is not part of the loss mitigation process. WE WERE NEVER TOLD THAT PROGRAM WAS SEPARATE, WE COULD HAVE TRIED THAT OPTION IF WE WERE TOLD IT WAS SEPARATE, WE COULD HAVE BEEN APPROVED FOR IT IN THE BEINGING IF WE WERE GIVEN THAT OPTION. WE DID ASK ABOUT IT SEVERAL TIMES AND WE JUST FOUND OUT IT WAS A SEPARATE PROCESS. The Informal Forbearance is available if the account is 60 days or less past due ; the Formal Forbearance is available if the account is three payments or more delinquent and the delinquency can be cured within six months or less. WE WERE NEVER GIVEN THE FORBEARANCE OPTION. WE ASKED FOR HELP WHEN WE KNEW WE WERE GOING TO BE A MONTH BEHIND. The Special Forbearance is only for customers who are unemployed. Unfortunately, the HOPE for Homeowners and the Emergency Homeowners Loan Program ended in XX/XX/XXXX WE ASKED ABOUT THIS PROGRAM IN THE BEGINNING AN NO ONE TOLD US THIS INFORMATION UNTIL KNOW. Loss mitigation options are reviewed in a specific order. You are offered the first loss mitigation option that you qualify for. The review order, if employed, is repayment/forbearance plan, modification, short sale, and then deed-in-lieu of foreclosure. For the repayment plan to be approved, we must be able to cure the delinquency within three or six months using only 85 % of your surplus monthly income. For the repayment plan offered on XX/XX/XXXX, we took the monthly income you provided us by phone on XX/XX/XXXX, in the amount of {$6500.00}, minus the expenses of {$4900.00}, which included your current payment of {$1900.00}, which leaves {$1500.00} as your total monthly income surplus. We then multiplied this amount by 85 %. It equaled {$1300.00} as the available monthly income surplus by which we could calculate a repayment plan. We determined the delinquency amount at the time of the review to be {$13000.00}. We set the first months payment at {$1000.00} and divided the remaining balance by five, which equaled four monthly payments of {$2500.00}, and one monthly payment of {$2500.00}. Because we were able to provide an affordable repayment plan, additional loss mitigation options were not reviewed. WE TOLD THEM WE COULD NOT AFFORD THAT HIGH OF A PAYMENT AND WE WERE INFORMED TO REAPPLAY TO SEE WHAT OTHER OPTIONS WERE AVAILABLE. WE DID THIS OVER AND OVER ONLY TO KEEP GETTING LIED TO OVER AN OVER FOR MONTHS. WE HAVE BEEN LIED TO BY THE EXECTUVE OFFICE IN WHICH WE THOUGHT THEY WERE THE ONES TO HELP US? WE FEEL LIKE WE HAVE BEEN SWEPT UNDER THE RUG, UNTIL WE PUT IN THIS COMPLAINT AND XXXX DID SOME RESEARCH AS WELL. WE RECEIVED THE SAME INFORMATION FOR MONTHS AND NO ONE ANSWERED THE QUESTION WE ASKED FOR MONTHS, THAT CAUSED MORE ISSUES FOR US IN REGARDS TO KEEPING OUR HOME. WE ARE AT FAULT AND WE UNDERSTAND THAT, BUT IT WOULD NOT HAVE EXCULATED TO THIS MATTER IF THE QUESTTIONS WERE ADDRESSED IN THE BEGINNING. We have reviewed the past modification income submissions and have found various reasons why your income was not included. On some reviews, your information was not included on the Request for Mortgage Assistance. For others, we were able to use your gross income, but not your net income as your expenses exceeded your income. As you have confirmed, we were able to use your income in some of the reviews. WE INFORMED THAT MY WIFES INCOME WOULD NOT BE ABLE TO BE APART OF THE MODIFICATION, WHICH I DONT UNDERSTAND BECAUSE TO GET THE LOAN WE USED HER INCOME? THIS WAS JUST BROUGHT TO OUR ATTENTION AS WELL. If youd like copies of the documents we used as part of our review, please send a written request to : Chase XXXX XXXX XXXX XXXX, OH XXXX If youd like to reapply for assistance, please call us right away at XXXX. Well let you know the information we need you to send. Weve previously responded to your concerns we responded to your previous inquiries on XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX. Copies of these letters are not enclosed but are available upon request. WE DID RECEIVE LETTERS BUT NO ANSWERS TO OUR QUESTIONS UNTIL KNOW. IF THEY WOULD HAVE BEEN ANSWERED OR ADDRESSED THINGS COULD HAVE BEEN DIFFERENT, AND SOME OF THE INFORMATION WAS INCORRECT.Here is the current status of the loan Your XX/XX/XXXX, payment is due, along with all subsequent payments and applicable fees. Your account is past due, but it hasnt been referred to foreclosure. If you have already made your past-due payments, please disregard this notice. Your single point of contact for any questions is the Relationship Manager dedicated to your loan, XXXX XXXX, who can be reached at XXXX. XXXX HAS BEEN WONDERFUL AND VERY HELPFUL!! I UNDERSTAND ALL THOSE REQUEST BUT NO ONE HAS ANSWERED THESE QUESTIONS UNTIL KNOW!! IF WE WOULD HAVE KNOWN WE DIDNT QUALIFY FOR DIFFERENT THINGS IN THE BEGINNING WE WOULDNT BE AS FAR BEHIND AS WE ARE. CHASE BANK LIED TO US AND DIDNT SUPPLY US WITH THE CORRECT INFORMATION WE NEEDED ON SEVARALL OCCASIONS. SOMEONE ONE SHOULD BE ACCOUNTABLE FOR THEIR ACTIONS. WE HAVE BEEN UPFRONT AND CALLED, FAXED, AND EMAILED JUST TRYING TO KEEP OUR HOME. THE LIES AND DECEIT SHOULD BE ADDRESSED. WE APPRECIATE THE APOLOGY, BUT HOW DOES THAT HELP US KEEP OUR HOME? I FEEL THIS SITUATION COULD HAVE BEEN AVOIDED IF GIVEN HIS CORRECT INFORMATION. WE ARE AT FAULT FOR THE PAYMENT GOING BEHIND, BUT IT WOULDNT HAVE GOTTEN SO BEHIND THAT WE COULDNT CATCH UP IF CHASE WAS UPFRONT AND HONEST WITH THE MODIFICATION INFORMATION. WE WANT TO KEEP OUR HOME AND WE WANT THIS MATTER ADDRESSED SO OTHERS DONT HAVE TO GO THROUGH THE HEARTACHE WE ARE. NO ONE WAS INVESTIGATING WAS WE KEPT ASKING UNTIL WE PUT IN THIS COMPLAINT AND XXXX ASKED QUESTIONS ON OUR BEHALF. I HONEST HOPE WE CAN QUALIFY FOR A MODIFICATION IN XX/XX/XXXX, BUT AGAIN WE WERE TOLD WE HAD TO WAIT TILL XX/XX/XXXX BY XXXX THEN XX/XX/XXXX BY SOMEONE ELSE AND KNOW YOU STATING XXXX? WHAT DO WE NEED TO QUALIFY IN XX/XX/XXXX? RULES AND REGULATIONS? I THANK YOU ALL FOR INVESTIGATING THIS MATTER, I HOPE TO RESOLVE IT AND CONTINUE TO WORK WITH CHASE IN REGARDS TO MY HOME LOAN. THANK YOU, THE XXXX

Company response to consumer: Closed with explanation