Consumer complaint received 2016-01-25
Company: JPMORGAN CHASE & CO.
State: CA
Product: Mortgage
Sub-product: Home equity loan or line of credit
Issue: Loan modification,collection,foreclosure

Complaint:
On XXXX/XXXX/XXXX I was approve for a trial modification loan with Chase for my equity loan. My orginal service manage was XXXX who told me to start my 1st payment on XXXX/XXXX/XXXX of XXXX. I questioned my 1st payment date because per my promisary note my payment date is XXXX of month with grace period XXXX. But XXXX insist I have to make my trial payments starting XXXX XXXX thru XXXX XXXX and not to make the XXXX XXXX payment, I told I would need that in writing which she said it will be mailed XXXX/XXXX/XXXX. I made my 1st payment on XXXX XXXX and around XX/XX/XXXX I was blocked from reviewing my account online, when I question why XXXX told me due to my account status I cant reviewing account and I would have to call them to get information. I did notice before I was blocked my payment was going to interest only. I completed my trial payment on XXXX XXXX I called my service manager XXXX but spoke to XXXX on XXXX XXXX to question when will I receive my permanent modification package he said usually about 10 to 30 days after my 4th payment. XXXX said just to continue to make payment so XXXX. I ask was XXXX still my service manager he said yes, I told him I have n't heard from her in about a month. I received a letter on XX/XX/XXXX saying my new manager was XXXX who I called the same day and left a voice mail XXXX. I call back XX/XX/XXXX XXXX and spoke to XXXX because I received a new modification loan package and had just completed my trial payments, she said ignor that package, and that she do show where I have completed my trial payment. She said I will receive my permanent papers XXXX to 30 days. XXXX called XX/XX/XXXX XXXX, she said the permanent papers have been completed and XXXX I should receive them next week if not call her on XXXX. I question what the loan consist of she said it XXXX loan with a XXXX interest rate monthly payment XXXX. I question the 40 years with 8.0 interest rate because the rate Im paying now is 8.8 with 11 years left in my loan. She said the loan I have now interest rate can go up to 13 %, I said my loan now is at a fix rate 8.8. XXXX said just wait until I get the paper and I only have until XXXX XXXX to sign and notaries. I called on XX/XX/XXXX XXXX spoke to XXXX about not receiving permanent papers, He said he see where the paper was prepared on XXXX/XXXX/XXXX but new mod paper was prepared on XX/XX/XXXX and I should receive them no later than XX/XX/XXXX, if I do n't receive them call early on XX/XX/XXXX. I ask XXXX if he had a tracking number he said no, I ask was the total of back payments I owe he said XXXX, balance I owe is XXXX and I 'm 98 days behind. I called back XX/XX/XXXX XXXX spoke to XXXX who gave me a tracking number. I went online to check status of tracking number which stated label has been created schedule delivery date XX/XX/XXXX. I check status again on XX/XX/XXXX which stated label created delivery date pending. I called XXXX spoke to XXXX on XXXX/XXXX/XXXX XXXX and she said call the sender because they have n't release it. I call XX/XX/XXXX XXXX spoke with XXXX she said no one there from modication and system down

Company response to consumer: Closed with explanation