Consumer complaint received 2015-04-03
Company: JPMORGAN CHASE & CO.
State: NM
Product: Mortgage
Sub-product: Conventional fixed mortgage
Issue: Loan modification,collection,foreclosure

Complaint:
Since my layoff over 2 years ago I have repeated attempted to work with Chase regarding mortgage assistance. Initially I was told I did not qualify while receiving unemployment. 
In XXXX XXXX I submitted a request for modification assistance on line. 
XXXX/XXXX/XXXX I faxed the documentation requested to apply for the modification programXX/XX/XXXX I accepted the repayment plan via phone. I explained I was driving but if necessary I would stop at a location to fax the documentation. I was told no problem fax it tomorrow, we have documented your acceptance. XXXX/XXXX/XXXX I.faxed documentationWhen I asked the available agent about the details repayment plan, the XXXX woman told me she did not have any details on the terms of the loan modification that I would have to make the XXXX trial payments first then they would send me details after with the terms to sign. 
The next agent, a male, said I was 70 days late and the first payment would be almost {$2000.00}, then approximately {$1500.00} for the next 5 months. He explained I should see the documents in the mail in the next week.My primary contact is XXXX XXXX ( XXXX ) XXXX Ext XXXX. Since my acceptance I have not received a call back from XXXX, despite the fact that I would call her XXXX, leave a voice message, then call back and speak to the next available agent. 
I have called repeatedly since then trying to get information ( see phone logs. ) Each agent tells me something different and ensures me that they are making notes, documents are on their way and I should be getting a call back. 
Recently I received a foreclosure notice and called about it, an agent explained it was an automated system and this was pretty standard but as long as I was working with them, there would be no foreclosure proceedings. I asked if I could make a payment on more than XXXX occasion and was told no, not until the repayment plan was in place. That their system would not accept a payment. I was assured the documents were on their way. I have repeatedly been denied the option to make any payments until their system allows it. 
Last month I received documents for a 40 year loan term period ( currently I have 18 years left to pay. ) I was told the interest rate would remain the same. I questioned why anyone would spread XXXX payments ( initially, now XXXX payments ) over 22 years? I explained I would be XXXX years old and probably dead. I reiterated I signed the acceptance for a repayment plan and would like to know what and when I need to pay. Again I was told XXXX will call me. I also explained I would only consider a modification if the interest rate were reduced. 
At XXXX point I was told that the process was closed out XXXX and they could help me reapply. I get the distinct impression that each agent works on commission. I was extremely frustrated and started asking for a supervisor or manager. Since then, I have been working with escalations at XXXX. I was told that the repayment plan has been resubmitted and now the XXXX payment with be {$4000.00}. I questioned why I was being penalized because they could not get the process in place. I feel like I 'm being force into either accepting the 40 year term or losing my home which I 've been paying on since XXXX. I questioned why they refuse to work with me by either reducing the interest rate for a 20 or 30 year loan or spreading the payments over the 6 months instead of demanding {$4000.00} at once. Each agent avoided my questions and changed the subject. 
I decided to do a little research. I came across http : //www.consumeraffairs.com/finance/chase_mortgage.html where the majority of comments are eerily similar. This seems highly immoral to me and might even be criminal. The problem is Chase knows each individual is already experiencing a hardship, having little to no recourse. All while their credit plummets.

Company response to consumer: Closed with explanation