Consumer complaint received 2018-05-07
Company: JPMORGAN CHASE & CO.
State: IL
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Struggling to pay mortgage

Complaint:
Please note this is not a duplicate complaint, my complaint has been reviewed and is being sent to the company in question. I was instructed by CFPB representative named XXXX ID # XXXX on XX/XX/XXXX that this was the case and to submit another compliant so it can be processed and the status will show as pending.. This submission is the result of the instructions given to me. 
Re : Acct # XXXX. I wish to make a complaint against Chase Mortgage in regards to being given the opportunity to apply and receive a mortgage modification for my home that I have been in since XX/XX/XXXX. I have bend behind my mortgage for some time due from hardships with the financial collapse and, elderly relative that need care and finally my own medical issues with XXXX and XXXX XXXX XXXX. In late XXXX I received a letter from Chase indicating that they had opportunities for mortgage modification and other options, and the letter had instructions to contact them. I did contact them and they said they would send me out an application packet for a mortgage modification. I waited in for a couple of weeks but did I not get they packet. I became more anxious and called them and they said they would send out another packet, but also to my alarm they told me that I had a sale date of XX/XX/XXXX ( they never sent any correspondence about that ). I did not know this nor did they tell me that when I spoke to a Chase represented back in XXXX. So, the representative that was telling me this now said to definitely get the application back in 10 days before the sale date they just informed me of. I got the packet a couple of weeks later and gathered the l information they requested and sent in the packet XX/XX/XXXX by fax. I have the confirmation. Today I received a letter from Chase requesting for more information, so I called to find out what else they needed for the modification. I spoke to a representative that told me they were not going to review the packet, because of what I owned and how close it was to the sale date ( even thought I did send it in before the prior to 10 days as the previous representative had instructed me to ). I spoke to a who I belief was a supervisor but they said they were not going to run or process the application. Chase sent me the letter in XXXX encouraging me to reach out and apply for the modification and then they delayed in sending the documents out to me, but I still got them finally. They sent me a l setter from Chase requesting for more information, so I called to find out what else they needed for the modification. I spoke to another representative that told me they were not going to review the packet, because of what I owed and how close it was to the sale date ( even thought I did send it in prior to 10 days before the sale as the previous representative had instructed me to ). I spoke to a who XXXX belief was a supervisor but they said they were not going to run or process the application. Also during the conversation she even said that she was jealous of me getting a lower rate than her own mortgage, this was said his in a degrading way ( although chase never offered me the lo rate of 3 % she alluded to but instead always gave me a rate of over 7 %. ). Chase sent me the letter in XXXX encouraging me to reach to and apply for the modification and delayed in sending the documents out to me, but I still got them in one time. Now Chase is saying they will not even look at them, even though they reach out and said to apply, and in the meantime, they put a sale date in for the house. I am very frustrated as I want to able to get affordable modification to, pay my mortgage as I have no place to go and have been here for 20 years. it seems that although they have my paperwork they do not want to process it and would rather I lose my home so they can get it., they did not inform me of the sales until I called them, and they told me to send in paper work which i did, but they do not want to process them. it seem this happens way to often to minorities, the XXXX, and XXXX all of which I am. Please look into this matter so that I can get reviewed and approved for a modification before the sale date of my home. Thank you for your consideration, this is very important the familys survival. Thank you again.

Company response to consumer: Closed with explanation