Consumer complaint received 2017-04-19
Company: JPMORGAN CHASE & CO.
State: OH
Product: Mortgage
Sub-product: Other mortgage
Issue: Loan modification,collection,foreclosure

Complaint:
Hello - I officially sent the CFPB a complaint on  XXXX   XXXX ,  XXXX  in regards to my mortgage situation where my full payments were being returned.  XXXX   XXXX  from Chase bank ended up being assigned to my case and was helping me along with my   XXXX   XXXX   XXXX   lady,  XXXX   XXXX , to resolve this issu e ( my  old case number is  XXXX  ).   In  XXXX ,  XXXX  my   XXXX   XXXX   XXXX    lady ,  XXXX   XXXX , had contacted  XXXX   XXXX  from Chase bank and had worked out an agreement that if I send  5  payments (  XXXX ,  XXXX ,  XXXX ,  XXXX , and  XXXX   ) vi a cashier 's check that I could either add the othe r 4 pa yments (  XXXX ,  XXXX ,  XXXX , and  XXXX   XXXX  to my monthly payments or just make an extra two months payment and pay the rest off in  XXXX  when I received my tax return money. So I chose to pay the two months of payments and pay the rest off in  XXXX  so I proceeded to mail the  XXXX  money orders for a little more than I owed for two months as I agreed to do the third or fourth week of  XXXX ,  XXXX .    XXXX ,  XXXX  right before I received my tax return money to pay the rest off, I ended up receiving the  XXXX  money orders back. So I called  XXXX   XXXX ,   XXXX   XXXX   XXXX   ,  and she had advised me not to send anymore payments until she found out what was going on. She called a few days later and found out that  XXXX   XXXX  had " closed my case due to it being a CFPB case before I had finished the agreement '' so she was n't authorized to help us or speak to us about it anymore.   My case was reassigned to somebody new whom which I had to explain everything to once again. This lady,  XXXX   XXXX   XXXX , ended up contacting me and told me that the bank had sent back  XXXX  money orders totaling something like {$2800.00} and I stated I never received them. She then told me it was my obligation to come up with this amount of money and send it in to make my account current in order to be reinstated. I was very upset and told her I could n't believe that they send back money orders and cashier 's checks ( which I thought it was illegal to send these back anyways ) via regular mail and not certified when the bank can send me all kinds of letters via certified mail. After I went home from work and looked into my folder I realized that  XXXX   XXXX   XXXX  was wrong and that the bank only sent the  XXXX  money orders back totaling {$1400.00}. So I checked my online account and saw the reinstated amount was approximately {$4100.00} something, and I called  XXXX   XXXX   XXXX  to find out who I was supposed to send it in " attention to '' and what address I needed to send it to. I wanted to send the full amount to be reinstated today ( I believe this took place around  XXXX   XXXX  ). Her response to me after she called back and left a message was that I needed to wait until I receive a letter from her before I should send the money. So I waited until the following week and received a letter saying they were charging me for almost {$3000.00} more for fees totaling the amount now to {$7000.00} something.   I contacted  XXXX   XXXX  and asked her how the bank can just add approximately {$2900.00} worth of fees i n 24 h ours and for what reason. I am trying to comply and pay the full amount. I could n't understand why the bank was trying so hard not to accept my money as well as trying so hard not to resolve this case.  XXXX   XXXX  was on vacation so I waited until she returned to find out what I was supposed to do now.   I ended up called  XXXX   XXXX  from  Chase Executive of fice and she advised me to send the {$4800.00} something amount to reinstate my account and said this would stop the foreclosure process because somebody initiated it again. The next day another person called me fr om Chase and sa id they were foreclosing on my property it is too late to do anything. I said I just spoke to  XXXX   XXXX  yesterday afternoon and she advised me that I could send the money.

Company response to consumer: Closed with explanation