Consumer complaint received 2017-10-02
Company: JPMORGAN CHASE & CO.
State: TX
Product: Mortgage
Sub-product: FHA mortgage
Issue: Closing on a mortgage

Complaint:
On XXXX XXXX, XXXX I secured a Realtor, and listed my property as of XXXX XXXX, XXXX after talking to Chase Home Mortgage. I made this decision because I was unable to maintain monthly payments, had previously been approved by Chase Home Mortgage for loan remodifications, but due to ongoing financial hardships could never get the mortgage payments up to date. The Chase Home Loan # is XXXX. 
By the end of XXXX XXXX I contacted Chase Home Mortgage because efforts to sell the house were going slower than expected and I was advised to apply for a short sale ; I did, and was approved for a Short Sale. This meant any offers on the property had to be submitted to the bank and approved. 

In early XXXX of XXXX, I received an offer for the property ( XXXX XXXX XXXX XXXX, XXXX, TX XXXX ) that would have been sufficient to satisfy my loan debt with Chase, if it had been accepted by the bank ( lender for the property ).
However, because one department at Chase does not seem to know what the other is doing, erroneous publicized news that the property was in foreclosure reached the buyer, who backed out of the transaction, which was already signed off by the buyer and was submitted to Chase and awaiting approval from Chase for the Short Sale. 
I was originally told I qualified for relocation assistance if I maintained the property in good condition, which I have done, including maintaining utilities, lawn care, and intermittent professional cleaning. 

Since XXXX XXXX when I had a legitimate buyer with verified and approved financial resources, and the offer was submitted to the bank but not processed to close after the bank scared away this buyer the process has been tedious and complicated, with one potential buyer after another getting frustrated with the bank 's requirements, forms, multiple bank representatives overseeing the loan and short sale process, being told I qualify for the relocation assistance, then after the buyer, before the current one being processed, decided to back out because the  process was so long due to the bank 's requirements, I have been told I no longer qualify for relocation assistance because I moved out of the house. However, the bank knew that the only reason I moved out in XXXX XXXX was because we had an early XXXX XXXX close date and I was still in the house. After I moved out in early XXXX XXXX and was locked into a new lease, the title company and bank required additional action of me to address back HOA dues, which I addressed and the HOA and myself reached an agreement or settlement which I have honored and there is no HOA hold on the Short Sale.
I believe it is extremely unfair for me to be not provided relocation assistance after all that I have been through with my efforts to sell this property and having to involve Chase because of the Short Sale process. I have paid out quite a bit more than {$3000.00}  maintaining the property and paying deposits, movers, etc. when I relocated just before the scheduled XXXX XXXX close date that ended up unexpectedly being rescheduled - and ultimately ... .months later as we finally were moving to close again, the buyer backed out. 

I do have another buyer for the property at this time for the latest Short Sale request. It is unfair that the process and my approval for relocation assistance kept affected by the bank long drawn out Short Sale process, until this unfortunate series of events has occurred. 

It seems to me that because the bank flubbed things up in XXXX XXXX by releasing public information that was in error and that caused the best offer for the property to never reach close, that the least they can do now is pay me {$3000.00} at close with the current buyer, even though I am no longer in the house ... ... and they know that it was because of the XXXX XXXX close date. 

I am frustrated dealing with Chase Home Mortgage and its many representatives and process that seems disjointed and poorly executed on their part, but that penalizes the customer or mortgage holder ... .in this case, that means me. Extremely poor customer service. Very confusing and complicated Short Sale process.

Company response to consumer: Closed with explanation