Consumer complaint received 2019-12-16
Company: JPMORGAN CHASE & CO.
State: CA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Struggling to pay mortgage

Complaint:
My name is XXXX XXXX. Along with my wife XXXX and our XXXX children, our family resides in beautiful XXXX, California. We are reaching out for help in resolving a potential crisis regarding our mortgage. We fear that our loving home of 19 years is going to be foreclosed on very soon. As the first owners of the residence, it is the only home our kids know and love so please approach this with the utmost urgency. This pressing situation involves Chase Bank, who seem to have dropped the ball regarding the communication of our housing circumstances and options pertaining to the matter. 
The conventional loan in question is in the amount of {$130000.00}. We were initially able to afford the payments due on this loan until a slew of hardships came across our path. Our oldest son is XXXX years old, and is XXXX. We couldnt love him more. Due to his condition, he requires round-the-clock assistance. With that in mind, we reached out to the state to coordinate the hiring of a caretaker with the idea that my wife and I both could work full time order to cover our amounting expenses. Unfortunately, we were only able to acquire service that covered for just a few hours every other day. It was painfully obvious at that point that we could not accept that limited amount of supervision. My wife and I discussed our options and decided it best that she quit her job to look after our boy since the state couldnt help us. Consequently, our income was cut in half for this family of XXXX. Along with that cut, was also our ability to pay ALL expenses -- not least of which would be the looming mortgage. Mom was able to make a little bit of money from home during her duties of watching over our child, but it was unfortunately not enough to make much of a dent. Also on the forefront of our minds is the fact that our son absolutely loves the home. When we brought up the prospect of perhaps physically moving to something more manageable, he would not accept it and it utterly broke my heart to see his bleak reaction. How could we take his safe place from him? What if we were to explore our options? 
Heres where Chase Bank comes in. We reached out to talk about the avenues we could examine concerning the mortgage, taking into consideration our ever-increasing financial obligations surrounding this stressful position. We were told by a Chase representative that they could not do anything to assist us unless we fell behind on our payments. At the time, we did not know better. It seemed unconventional and a bit risky, but we were desperate. So we trusted the information and proposed plan of this professional hired by such a prestigious institution as Chase Bank. Why would we question the directions? Chase clearly knows how this works, they heard our case and advised us as best they could.or so we thought. Despite our reservations, we followed the instructions and stopped making payments, to no avail. Never did we get the modification we initially sought after. The subsequent calls we made to Chase came with fresh voices offering rotten solutions. Every call it seemed, contained a new agent with a new explanation as to why it was taking so long for the modification to proceed. Every phone dial, a new employee who promised to get to the bottom of the matter that we never heard back from. After all this, our plea for help was ultimately denied because we apparently exceeded the limit of modification attempts. Please keep in mind that the only time we had a modification prior, was in XXXX. All the calls we made to modify the loan over spring of XXXX supposedly raised our balance due to mysterious fees that came with those aforementioned attempts, which were never mentioned previously. The situation became so dire that we ended up hurriedly taking out a private loan out of frustration and desperation in order to simultaneously bring our account current and keep our beloved home.

Company response to consumer: Closed with explanation