Consumer complaint received 2016-07-21
Company: JPMORGAN CHASE & CO.
State: MI
Product: Mortgage
Sub-product: Other mortgage
Issue: Loan servicing, payments, escrow account

Complaint:
My mother passed away XX/XX/XXXX. Her funds as the trustee of her trust were issued to me to me XX/XX/XXXX. I took XXXX cash to chase bank located near me to pay spent 3 hours with branch manager trying to pay. He made numerous phone calls faxed my information with my address the death certificate the certificate of trust and stated they would send me a reinstatement amount to pay and the XXXX XXXX sale would be postponed allowing me time to make the payment by certified check. I received said letter. Not to my address but to the property address XX/XX/XXXX. The date on the top of the letter was XXXX XXXX however it was n't send till XX/XX/XXXX to the wrong address. It said the amount was XXXX with all the legal fees ect. ( Mind you I had been continually calling them in regards to this and have about XXXX pages of phone logs to prove this. ). The date it said was due was XXXX XXXX, XXXX yet I received it after said date. They lied about the sale because it took place ( I found this out XX/XX/XXXX. I send a certified check promptly to them on XXXX XXXX, XXXX right after I got this letter. Chase cashed the check check on XXXX XXXX kept it than sent a check to my husbands credit union for the amount back to us on XXXX XXXX, XXXX Never notifying me of anything in regards to this. I did not know the money was returned until XX/XX/XXXX when we got our bank statement. I continued to call ask for information about the amount and how to pay. Talked and called numerous times I was repeatedly told they would send me the information I would wait a week and call again and again being very adamant that I wanted to assume the loan and that my brother in law and pregnant girlfriend were living in the property. I have paid the taxes the insurance cleaned it due to my mother being a XXXX with XXXX bought all new appliances and put a new furnace in ( my entire inheritance to get it up to code and do this for a family member in need ) I have gotten the run around and never any correspondence to me at my address. On XXXX XXXX XXXX a notice was posted on the door from a realtor saying they had the property I called the realtor than chase bank never was I given the law firms handling information. I was giving that in an email on XXXX XXXX, XXXX. I have spoken with numerous people there and what I got from XXXX a supervisor was that I should have known to contact them and the date was XXXX XXXX and that this all happened because I did n't talk to the right people at chase and she knows who the right people are to talk to. This was not only hurtful in a horrible time but insulting. I continued to state my case of the unfairness and that I want to pay the past due and assume the loan paying back the full amount. I sent faxes and emails and was told they did n't want hundreds of pages of my phone records with it highlighted because it did n't prove anything cuz for all they know I 'm on hold the whole time. They pretty much said that all my proof was n't proof. The canceled checks the faxes the phone logs none of it. As of today they told me rebuy it make an offer and we probably wo n't take it. XXXX. I have begged to pay them for almost a year now. They are trying to make homeless XXXX kids and their parents. Legal I have not gotten any correspondence to my address or otherwise as the trustee of this trust. I was never provided with the essential documents and information in regards to anything. How is this fair or right? I have no parents did not attend law school and I was told I should know. Dealing with a death and all of this stuff is difficult than add the lies, run around and no one knowing what is going on nor directing me to the right people after the fact is despicable.

Company response to consumer: Closed with explanation