Consumer complaint received 2016-11-02
Company: JPMORGAN CHASE & CO.
State: CA
Product: Mortgage
Sub-product: Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account

Complaint:
On XXXX XXXX, 2016 XXXX Pacific time I contacted Chase Bank by phone to try and talk to someone in customer service about making a mortgage payment on the property at XXXX XXXX XXXX XXXX. I informed them of the death of my mother and that I was the executor of her will. At that time I was told that they could not discuss her account with me until I was authorized. They then informed me that they needed a copy of her death Certificate and the will stating I was the Executor and the quickest way for them to get them was to take the documents into one of their branches and have them faxed and that is what I did. The representative also told me it would take about 3 days to have them processed for me to be authorized. That same evening I took Documents over to Chase Bank at XXXX XXXX XXXX, XXXX Ca. XXXX ( XXXX ) XXXX where I gave documents to XXXX XXXX XXXX, Lead Teller for faxing to the office. Later that evening she called to confirm Fax was sent successfully. -- XXXX XXXX, XXXX Two weeks later I called and a Customer service representative said I still had not been authorized call in 3 more days. -- XXXX XXXX, 2016 I called into Customer Service again and got Representative XXXX XXXX who informed me that I still was not authorized so he still could not discuss the account with me even though he could see the documents have been added to the file on XXXX XXXX, 2016 but whatever he was looking at still did not have me authorized and he could not discuss the account with me. I then informed him that I wanted to at least make a payment when he at that time told me the least amount that they could take was {$1400.00}. At the time I was just prepared to make a regular mortgage payment of {$500.00}. 
-- XXXX XXXX, 2016. XXXX called in again spoke with Rep who informed me I still did not have Authorization and my documents were in another department for review and it would take another 7 days. I just wanted to at least make a payment and he told me he could n't tell me how much the payment was I informed I knew how much the payment was he still refused to allow me to make it. He then told me he would put in for an escalation on my Authorization and for me to call back on Monday which was XXXX XXXX and i new another payment would be missed. 
-- XXXX XXXX, 2016. XXXX Phoned Chase to get update on account and to again try and make payment representative stated that I was finally authorized but account was now in Active foreclosure as of XXXX XXXX, he needed to send me over to the Mortgage Assistance Dept. I was then connected to a XXXX XXXX who informed me now the least payment was up to {$2500.00} because of course another month had been added but now she stated since the property was in Active Foreclosure they could n't take anything. I shared with her my dissatisfaction with my treatment of chase through this process and she was of no help or assistance. I believe Chase purposely committed Mortgage Fraud and knowingly participated in " Unfair Business Practices in preventing me from making a payment on this loan and giving the requested Authorization to be added to this account so they could take my mothers property because of the equity in the property. I feel they took over a month to get me authorized on the account and refused to take a payment so they could have time to process their Foreclosure paperwork to take our property. The amount of times i was told to call back in 3 days this must have been their practice as every Rep i spoke with said the same thing with the exception of the XXXX on XXXX XXXX, who told me 7 more days and this is why i feel they were participating in " Unfair Business Practices '' by delaying me so they could complete their Active Foreclosure process. 
I have also filed a complaint with Chase 's Executive Offices XXXX

Company response to consumer: Closed with explanation