Consumer complaint received 2016-04-18
Company: JPMORGAN CHASE & CO.
State: CT
Product: Mortgage
Sub-product: Conventional fixed mortgage
Issue: Loan modification,collection,foreclosure

Complaint:
Last summer, XXXX, we fell behind on first and second mortgage payments with Chase bank due to both my husband and I being laid off ( we worked in the same dept at the same company ). The XXXX mortgage payments had never been late ( excellent payment history ), but because of an issue in switching the auto-pay to my spouse, payments were n't reaching Chase. When I called Chase on XXXX XXXX XXXX to find out why the check had n't been cashed, they claimed to have not received it. They reiterated that the account should be brought current in 60 days and we therefore HAD TO PAY BY XXXX XXXX. There was no discussion of foreclosure or charge off. I sent *another* check and to this day have no idea what happened to it. Payments have always gone to the same address. Chase called me on XXXX XXXX or XXXX XXXX to let us know that the account had been charged off (!!!!! ). We have had this loan for 10 years. Banks nearly always WORK with the lender to get payment terms set in such a way to keep the loan, even if payments are several months behind. Our HELOC payments were small ; roughly {$250.00} per month. I had never seen anything so irrational and deceitful in dealing with a bank. They FLAT OUT LIED TO US AND CHARGED OFF THE LOAN, EVEN BEFORE THE DUE DATE. When our counselor was out of office as we kept trying to repair this with the escalation department, her manager spoke to us ( our counselor 's voice mail directed callers to do so in her absence ) and he was extraordinarily abusive to us for no reason. All we were trying to do was ask questions and he was literally vicious and abusive. We escalated to the executive team who claimed to be trying to fix this situation but called us months later as if nothing had happened and told us there was a settlement offer on the HELOC. I do not want a settlement offer. I do not want nor do I deserve a charge off, especially in light of having BEING GIVEN A FALSE DEADLINE AND HAVING NO-ONE TAKE REPONSIBILTY. This was a dead end and has harmed our credit significantly. 

As to the first mortgage Chase has simply refused to let us pay it. They are clearly trying to get us out of the house. FYI we are over XXXX, with XXXX children who have grown up in this house, and we are XXXX gainfully employed. In the summer of XXXX we fell behind and tried to do a payment plan to spread out XXXX late payments over a few months, once we were employed again in XXXX of XXXX. Chase 's answer was no. They would not accept payment. Then we called Chase on XXXX XXXX XXXX at XXXX XXXX and spoke to XXXX XXXX. WE WERE TOLD BY HIM THAT IF WE COULD PAY {$10000.00} by end of XXXX XXXX, THIS WOULD AVOID FORECLOSURE AND WOULD ALLOW US TO MAKE MONTHLY PAYMENTS AGAIN. We ended the call by clarifying word for word - HE TOLD US THAT IF WE PAID {$10000.00} BY XXXX XXXX, XXXX " WE WOULD AVOID FORECLOSURE AND BE ALLOWED TO MAKE MONTHLY PAYMENTS AGAIN ''. We managed to get the money together, and called Chase back on XXXX XXXX, XXXX and were told we were now in Foreclosure as of some date after we spoke on the First and we could not pay this amount but had to pay double that amount. When we spoke to a manager she TOLD US THAT IF SOMEONE TOLD US THAT WE COULD PAY XXXX, XXXX BY THE END OF THE MONTH, THAT EVEN IF FORECLOSE PROCEEDINGS HAD STARTED, CHASE HAD TO HONOR THAT PROMISE. She found the tape of our conversation and lied about its contents, claiming no dates or payments were discussed. We have phone records to prove this. This has continued the months, with Chase rejecting our modification request and consistently trying to get us out of the house even as we have tried to pay. The full amount past due is more than we can afford at this point which seems to have been their goal.

Company response to consumer: Closed with explanation