Consumer complaint received 2015-06-11
Company: JPMORGAN CHASE & CO.
State: FL
Product: Mortgage
Sub-product: Other mortgage
Issue: Loan modification,collection,foreclosure

Complaint:
Our mortgage was with Chase Bank, when we missed a payment they immediately sent out their foreclosure packet to us. I called their mortgage assistance line as soon as the packet arrived and tried to arrange for a forbearance or loan extension. We were having financial difficulties due to my wife sick with what we were calling her mystery illness and being unable to work. Our funds were stretched tight already and then my wife got XXXX on the way home from XXXX her doctors appointments. It was either pay our mortgage on time that month or pay the deductible to get our car fixed. And then two weeks later we paid our mortgage with our car payment money. And so on for several months. In XXXX, we had problems with our well and had to spend our mortgage money to fix the well. I tried to explain to the person from Chase that it was only a temporary problem and in XXXX we would get our tax return and would be able to get caught up financially and be able to resume regular payments. I was told that I would have to fill out the Request for Mortgage Assistance paperwork and would be told what my options were. So I filled out the application and sent in the documents they needed. At the time I was working 12 hour days as well as doing all the housework and taking care of my XXXX wife and XXXX year old child and therefore had a difficult time returning phone calls. When I did speak to the representative again I was told that underwriting had some questions, which I answered. And then a few weeks later, they needed updated documents. Which I sent by fax. Which they did n't receive. So I sent them by mail. And then I was assigned a new representative. And then they needed different updated documents. Which I sent. And then I got another new representative. And then we were denied assistance. And then I appealed. More documents. Another new representative. Updated documents. Another new representative. And then a decision : you can bring the mortgage up to date, voluntarily surrender the house, or Chase will foreclose. Foreclosure. Bankruptcy. Foreclosure sale date. Filed Better Business Bureau claim. Got a phone call from Chase Executive Office. They are going to need a week to review the file. The rep calls back and I missed it. So I call him back. And no answer, so I leave a message. And do n't hear anything for a week. Another missed call, another call back and another message. And another week goes by. So I call again and talk to some random person who knows nothing about my file. So I ask for a supervisor. After XXXX minutes of being on hold repeatedly they ask if I would like the direct line. I would. I call and leave a message. 
There is another supervisor 's number on the outgoing message. So I call that and speak to him. He sounds helpful. He will review my file and call back the next day. I missed the call. 
Forgot about my wife 's doctors appointment. I call back Monday, leave a message. I receive a mortgage statement in the mail. No due date. What is this? My bankruptcy was discharged. I call the number. No one can tell me what it is. So I ask for a supervisor and they transfer me. The new people do n't know why I was transferred to them. They ca n't help. Let us transfer you. These new people ca n't help either. Would you like to hold for supervisor? I hang up. Call Chase again today. Get the supervisor who said he could help. Only he does n't know anything about my file, you know, the one he was going to review. Have you heard from the other guy, you know, the guy who ca n't return a phone call. Because he and his supervisor know your file better. Can I set up a time for them to call? 

It is my opinion that Chase has a policy of delaying and purposeful ignorance so they can obey the letter of the mortgage assistance law but not the spirit.

Company response to consumer: Closed with explanation