Consumer complaint received 2018-05-30
Company: JPMORGAN CHASE & CO.
State: GA
Product: Mortgage
Sub-product: VA mortgage
Issue: Struggling to pay mortgage

Complaint:
In the span of 27 days ( from XX/XX/XXXX to XX/XX/XXXX ) Chase mailed three letters to my husband and I regarding the VA mortgage on the home we inherited from my husbands father ( deceased in XXXX ). Letter 1, dated XX/XX/XXXX falsely claims that our loan assumption and loan modification application was turned down because Chase allegedly did not receive all of the documents we needed within the required time frame. However, USPS certified mail receipts and tracking numbers confirm that Chase did indeed receive the application and all necessary documents from us in XX/XX/XXXX and XX/XX/XXXX. In addition, our Request for Mortgage Assistance application and all required documents were faxed to Chase multiple times in XXXX and XXXX according to the precise directions and fax number contained within the Chase mortgage assistance application. Furthermore, our attorney referenced in both packets confirms that no one from Chase has ever contacted him regarding this matter even though the document packets we mailed to Chase in XXXX and XXXX instructed Chase to do so if they had any questions or needed any additional documentation. 
Letter 2, dated XX/XX/XXXX, supports letter 1 but the legal requirements necessary for the foreclosure date indicated in letter 2 have not been followed ( no formal foreclosure notice published in the official county newspaper, state laws for mailing formal foreclosure notices not followed, etc. ), As a result, any foreclosure by Chase specified in letter 2 would be deemed wrongful and invalid according to state laws and one of our attorneys involved in this matter. 
Letter 3, dated XX/XX/XXXX and specifically addressed to my husbands deceased father, states that Chase has received his ( our ) application, thereby contradicting letters 1 and 2. Letter 3 also seems very confusing because no new paperwork was submitted to Chase during the 27 day time span of letters 1 and 3. Nonetheless, letter 3 was sent to us along with another Request for Mortgage Assistance application even though Chase has already received this application at least 6 times by fax and certified mail between XX/XX/XXXX and XX/XX/XXXX. 
Consequently, my husband and I are very deeply confused, and Chase seems even more so given the contradictions contained within the three letters and the fact that our one single dedicated relationship manager mailed all three letters to us from different parts of the United States ( XXXX and XXXX ). Nonetheless, letter 2 seemingly supports letter 1 despite its illegality, but letter 1 made a false assertion to justify letter 2 and letter 3 directly contradicts letter 1 and potentially letter 2. Furthermore, letter 3 contradicts itself since it states that Chase has received a mortgage assistance application from my husbands deceased father, but also asks him ( us ) to complete another one and send all of the documents that were previously received by Chase to them once more. 
We appreciate the apparent willingness of Chase to work with us, but we do not understand what is going on with Chase based on the letters we have recently received. As a result, we have no idea what Chase is doing or what we should be doing about it. Do we need to send our application and all required documents to Chase every month, every week, or every day for Chase to acknowledge receipt of them all? What can be done to prevent Chase from continually losing our application and required confidential documents that we submit to them? It appears that Chase is repeatedly losing them, and if so, we are very concerned about where our documents are truly going, and possible identity theft which may arise due to Chase not properly handling, filing, and storing our confidential documents.

Company response to consumer: Closed with explanation