Consumer complaint received 2016-04-25
Company: JPMORGAN CHASE & CO.
State: CA
Product: Mortgage
Sub-product: Other mortgage
Issue: Loan servicing, payments, escrow account

Complaint:
Hello, I am writing to you in regards to my mortgage with Chase Mortgage Company. I was recently approved for a loan modification. However, I have concerns as follows : During the 3-month trial phase, Chase, again, as they did several years prior, neglected to properly process my on-time payment. It is now recorded as being late. As a result, the final documents for the modification were not sent out as was initially indicated by the Chase representative. I not only had planned to be out of town ( planned several months prior to this incident ), but upon my return back to town, I was only given 2 days to review the modification contract. When I contacted Chase to inform them that not only did I need more time, but that I also had the flu, I was told that if I did not sign and have papers notarized and submitted back within the two-day time frame, that I may be kicked out of the modification process. When I again explained that I need some time to review the contract and that I had XXXX, I asked the representative if I can not get it done in two days, " What is plan B? '' His response was " There is no Plan B. '' I was forced, in my illness, to go have papers notarized and submitted. I still am unsure as to what I agreed to. 

Since then, I have tried many times to reach my assigned specialist. Although Chase sent a document indicating my specialist has changed and was provided me with a phone number and a new extension number to this new specialist, there is no direct method for reaching this specialist through this provided contact information - not just for me but for all clients. Instead, incoming calls are routed through an automated process, and then the agent who eventually answers the call, places the client on hold while they attempt to reach the specialist or another specialist to assist the client. Inadvertently, they return back to the line to inform the client that nobody is available and then they offer to take a message. The message is never responded to. I have tried this process several times and never get a call back. This has been going on for several weeks and it takes anywhere from 30 minutes to over an hour just to go through this method. 

I still am unsure of what I have signed and have agreed to. I signed under duress. I was able to speak with one person last week, but, when she attempted to read the numbers on the contract, she could not read the numbers correctly ( mistaking {$100000.00} as {$100.00}. ). She tried to help but could not answer my question, instead put me on hold and returned back to the line indicating she had asked somebody else and that she believed my understanding of the contract was correct. This is very unsettling as I have been lied to so very many times by this organization. When a representative can not even read numbers correctly, I still am left to feel uneasy about what I have signed. 

his home is the biggest purchase I have ever had. I want to feel at ease and feel that I understand what is happening. I have basically signed a modification for a home with me now owing much more than the value of the home. I need help. 

Please assist me in this issue. 
Sincerely, XXXX XXXX

Company response to consumer: Closed with explanation