Consumer complaint received 2015-05-20
Company: JPMORGAN CHASE & CO.
State: AR
Product: Mortgage
Sub-product: Other mortgage
Issue: Loan modification,collection,foreclosure

Complaint:
In XX/XX/XXXX, my family relocated to XXXX, XXXX from XXXX, XXXX. We own a home in XXXX and decided to rent it out. With the cost of moving, difficulty finding a tenant, and the financial burden of unemployment of my long time partner and father of my children, we found ourselves XXXX payments behind on our mortgage. Chase Bank, my mortgage company, referred us to a loan specialist who recommended a loan modification. At that point, I was left with no other options as they would not accept XXXX payment, only XXXX, to bring the loan current. They also assured me this was in my best interest for our current situation, considering we were in financial distress and likely would be for several more months. I admit, the idea of a reduced mortgage payment for 6-12 months was appealing. We were sinking and needed the financial relief. I did not know that this process would lead to 7 months of unending stress, nor did I know my house would go into foreclosure. I was told this would keep my house out of foreclosure. And that was just XXXX of several instances of total misinformation. Others include : 1. Chase does not refer to a loan specialist until XXXX payments behind ; we were XXXX. 2. We have a XXXX and the house is not our primary residence. This was discussed in the XXXX conversation with the specialist. This fact disqualifies us for a modification, yet Chase allowed the process to begin and continue for 6 months. 3. The whole process was very disorganized. I only spoke with my assigned loan specialist about XXXX times. She was never available so I spoke with someone different every time, each of which requested different documents and information. 4. The XXXX specialist I spoke with recommended I send " what you can '' during the process. We did. Chase returned my check. 5. When the process became too much, and as I watched hit after hit to my credit report, I decided to borrow XXXX payments and bring the mortgage current. The loan specialist advised me to not pay because it would opt us out of the modification process, and, again, assured me this was in my best interest. 6. Upon denial at the end of XX/XX/XXXX, my assigned specialist, who I had not spoken with in several months at this point, called and stated that my payments ( I believe she said around {$5000.00} ) was due on XXXX XXXX. Subsequent calls to Chase verified this was not true, and a completely " made up date. '' XXXX that week. Awful. 7. After that week, I finally spoke with someone else at Chase that stated my total owed was around {$9000.00}, which included foreclosure fees. Nobody ever mentioned these fees as I was told my house would not go into foreclosure. Then another rep quoted around {$7000.00}. I spoke with a lawyer that recommended I get it in writing before I pay. Chase wanted me to pay the amount without a statement. I thought that was strange. 8. It took til XXXX XXXX to receive the reinstatement quote. Of course, it contained a completely different amount. I paid {$6100.00} on XXXX XXXX, the full amount to bring my mortgage current through XXXX XXXX. 9. Chase has called me XXXX times since XXXX XXXX. They say I am behind XXXX payments, as they can only locate around {$4000.00} of the money I sent. They 've lost my money. 10. All this would have been avoided if, during my very first conversation with Chase, they had realized I was not even eligible for a modification. XXXX rep I spoke with said they would n't have known unless they looked at my mortgage information. What? As my mortgage company, I trusted that they did that. 
The stress, anxiety, financial ruin, and burden on my family this has caused is unforgivable. I am physically, emotionally, and mentally drained. Not to mention, financially drained as well.

Company response to consumer: Closed with explanation