Consumer complaint received 2017-10-12
Company: JPMORGAN CHASE & CO.
State: TN
Product: Mortgage
Sub-product: FHA mortgage
Issue: Struggling to pay mortgage

Complaint:
Chase has breached privacy as they have sent us another Chase customer 's mortgage documents and since we did n't receive our documents we are worried our documents were sent to another customer. For months we have tried to receive an affordable short term repayment plan due to delinquency from income reduction and fluctuation. There was a delay of nonsense and ongoing ridiculous phone calls for months asking the same question about start date and first payment date from my new job. After this delay we were told that our paperwork and approval was on the way, that rep would call us back after we had time to receive and go over and we would need to get it signed and returned to Chase - this was first week of XXXX. WE NEVER RECEIVED IT AND NOBODY EVER CALLED US. We called and could n't get our assigned contact so after no assistance we sent Qualified Written Request at end of XXXX. XX/XX/XXXX they finally returned our call and stated that it was never sent and rep said she never got the notification in their system to prompt her to call us to go over and stated " it had happened with another customer in a similar situation '' Rep said she would call back. Rep called back a little later that same day which wasXX/XX/XXXX and stated she had special permission for the plan/agreement to be emailed and we needed a security code from customer svc which she arranged. We received by email an agreement and plan that actually was set to begin onXX/XX/XXXX so at that point that plan was even late being started and we were given no time to even read it and we had to quickly scramble around and make the first payment of {$4200.00} late. We were still involved in the qualified written request and then we received correspondence in the mail stating that there had been no error and also included what was supposed to be a copy of our paperwork but was actually another Chase customer 's confidently mortgage information and paperwork. We are in a huge financial mess, we can not afford these payments and frankly if Chase no. 1 had not drug their feet and questioned the same question over and over about start date and first pay date for a good 2 months and then all the other processing delays we would n't have the breaking point of the extra {$870.00} that was added due to the delinquency that accrued during the delay in processing. THAT SITUATION IN ITSELF IS ENOUGH FOR A CUSTOMER TO BE FURIOUS BUT THEN ADD IN NEVER SENDING US OUR PAPERWORK AND THEN TO NOT BE GIVEN ANY TIME WHATSOEVER TO GO OVER THIS AND HAVE TO SEND IT BACK RIGHT AWAY AND GET A PAYMENT IN BUT THEN TO RECEIVE ANOTHER CUSTOMER 'S PAPERWORK INSTEAD OF OUR PAPERWORK. THIS IS NOT ACCEPTABLE ON ANY LEVEL. To receive another customer 's paperwork is not acceptable and it is a disregard for that customer 's privacy and then WHERE WAS OUR PAPERS MAILED? WE NEED ASSISTANCE WITH AN AFFORDABLE MORTGAGE PAYMENT AND WE NEED ANSWERS ABOUT WHERE OUR PAPERWORK WAS MAILED AND WHO RECEIVED IT. WE NEED ANSWERS AND ASSISTANCE WITHOUT DELAY.

Company response to consumer: Closed with explanation