Consumer complaint received 2015-06-05
Company: JPMORGAN CHASE & CO.
State: GA
Product: Mortgage
Sub-product: Home equity loan or line of credit
Issue: Loan servicing, payments, escrow account

Complaint:
XXXX 2012 Chase Home Affordable Loan Modification and current reinstatement gone awry. In XXXX 2012, we applied for modifications to our 1st ( a home equity ) and 2nd ( a LOC ) with Chase. The first was modified to XXXX ( prin and int ) and XXXX escrow for property, flood, and taxes. They did not withhold the escrow, and when we notified them, they said that it was set up like a balloon payment at the end of the loan. All this time we have seen a ( - ) escrow balance on our statement and they have paid our premiums and taxes automatically without any issue, so we thought things were fine. 

My husband is a XXXX XXXX vet and is currently unemployed. We fell behind again last year because of this, went thru the modification process, and were denied because my salary was too low. This took months. I found a better job in XXXX and we reapplied and were denied again. They accepted XXXX XXXX payments ( XXXX and XXXX ) from us during this time. 

We opted for reinstatement and were told to come up with XXXX to reinstate. I cashed in a retirement account of XXXX which they accepted, and when I called back several days later with the XXXX, they said we now owed that plus XXXX. 
When I checked the statement, it turned out that in instead of the {$810.00} and original escrow, they 've added an escrow of almost XXXX. Just as we are about to dig out, they changed the terms of the loan with no notice to us ( I guess to recoup ( - ) escrow that they set up ). We just reached a point where I can make the original payment. This will kill us. 

On XXXX XXXX, I sent a fax and letter to the specialist on our modification and mailed copies to her, XXXX XXXX ( who had called me from the Chase Executive Office because I escalated the matter ) and the Home Equity Servicing department. I heard nothing from anyone despite numerous messages to XXXX and another payment overdue hit - they wo n't take anything partial from me now. On XXXX XXXX we got a XXXX claiming that we could not be reached and asking that we contact XXXX XXXX by XXXX XXXX. I 've tried every day to do so and have spoken with others in the Executive Office who 've said they were emailing her and her supervisor. I found a fax number that I tried. SHE HAS NEVER TRIED TO CALL ME NOR HAS A SUPERVISOR. 

I do not understand how a change like this could 've been made without any notice or new documentation when the ( - ) escrow was set up by them in 2012. I want to pay the XXXX we owed as late charges XXXX XXXX and begin paying the base and escrow ( XXXX ) monthly that we owe under the modification instead of the {$2100.00} monthly that they now want. We were drowning, pulling ourselves out of the water and they threw us a cement life preserver. 

I think they are doing this because the house is now worth almost the loan amount of our 1st and 2nd ( 2nd is current ) and they want to drive us out. I care for my XXXX year old father, a XXXX vet with XXXX 's XXXX. I work full time. This is affecting his health as well as mine AND I HAVE TRIED EVERY DAY TO GET IN TOUCH WITH THIS WOMAN or someone who could tell me what is going on. 

I 've said it before, but I ca n't believe this is happening. We were so close ; if there were any mistakes they were made by CHASE. We let them know. They 've been looking at this for a year and never raised the issue. Now they are pushing us out of our home and are n't even responding to daily attempts to contact them. HOW CAN THIS HAPPEN IN AMERICA? IS N'T IT VIOLATIVE OF THE CONSUMER FAIR CREDIT REPORTING ACT? 
Please help in any way you can. This is breaking our hearts and damaging our family.

Company response to consumer: Closed with explanation