Consumer complaint received 2016-12-08
Company: JPMORGAN CHASE & CO.
State: IN
Product: Mortgage
Sub-product: FHA mortgage
Issue: Loan modification,collection,foreclosure

Complaint:
COMPLAINT : Modification misguidance and misinformation I was enrolled in the HOPE Program to assist those having trouble making their mortgage payments. Foreclosure counselors assisted me with only the initial correspondence of the loan modification process with my mortgage company XXXX XXXX XXXX Chase XXXX. After many attempts of getting requested paperwork to the lender ( which sometimes disappeared ) and the lender requesting different and sometimes unclear paperwork, I became not only frustrated but overwhelmed. I contacted the counselors because I felt I was not getting anywhere with the modification. While corresponding with the lender I would feel like progress was happening XXXX moment and then the next I would feel this progress slipping away once again. A XXXX XXXX was set for XX/XX/XXXX. I contacted XXXX XXXX from J.P. Morgan Chase corporate office about the Sheriff sale and why I would get this during my modification process. I left a voice mail for him XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX. XXXX XXXX not resolved ) .The worst communication and misguidance came in XX/XX/XXXX through now when sending in the last paperwork requested. I corresponded with a Chase employed on the XXXX. He stated that they did not receive any paperwork requested. My frustration had turned to despair by then. The employee took the time to look in my folder at the uploaded documents and stated that he is looking at it and it is not there. After a few minutes on the phone he decided to click on some of the paperwork and physically look through them. It was then that he saw the paperwork that they requested. I had hand written a question at the bottom asking about changing insurance companies to help lower the monthly mortgage and he read that back to me confirming he was looking at the documents requested. Temporary relief came and ended. He then asked for XXXX more document. After I sent that last document XX/XX/2016 ( XXXX XXXX XXXX, I called back about a week later XX/XX/2016 XXXX XXXX ). I spoke to a young lady who said that all the paperwork is here and it has been sent to the underwriters for modification and is waiting on an approval. I called the next day to check on the progress and I was told that my account was closed due to not getting the paperwork to them. I requested to speak to any of the XXXX individuals that stated they have all they needed. I did not get their names ( I think it was XXXX and XXXX XXXX. I was then directed to XXXX whom I had left XXXX voice mails for with no return call. ( Complaint not satisfied ). After calling back XXXX XXXX and requesting to wait on the line until she was able to be reach I finally spoke to XXXX After going over my past few communications I had had with Chase - she told me that I was misinformed. I requested they speak to the gentleman that riffled through my uploaded documents and was able to find them. Her response is that they did not know who that was, they had the same computer screen and it must have been a mistake - conversation XXXX XXXX hour. These past conversations and the next few were around an hour long each time. Each time I explained the situation - the correspondences and the information relayed to me. XXXX finally transferred me to the " XXXX Department '' where I spoke with XXXX. After another extended conversation ; she said she would speak to the supervisor and see what they can offer. Once XXXX called back she informed me that the only thing they can do is offer me a reinstatement. Reinstatements were usually done prior to a Sheriff sale, but considering my situation and the misinformation I experienced they would allow me to reinstate after the sale ONLY if no-one purchased the home and it returned to the bank. She explained that this is not standard but they are making an exception. I repeated what she said to me back to her to m

Company response to consumer: Closed with explanation