Consumer complaint received 2015-08-04
Company: JPMORGAN CHASE & CO.
State: CA
Product: Mortgage
Sub-product: Conventional adjustable mortgage (ARM)
Issue: Loan modification,collection,foreclosure

Complaint:
I believe that my family is being denied our rightful compensation under the Federal Independent Foreclosure Review process. Our home, a single family residence purchased in XX/XX/XXXX, with a mortgage serviced by JP Morgan Chase, was foreclosed on in XXXX XXXX, while I was on active duty in the military and protected by the SCRA ( Servicemember 's Civil Relief Act ). 
On XXXX XXXX, XXXX, my husband ( whose name was primary on the joint loan ) received a letter from XXXX stating that we were eligible for payment under the Independent Foreclosure Review. At this point, we called XXXX XXXX, as directed in an attached letter from the Office of the Comptroller of the Currency, and they informed us that we were entitled to {$300.00}. We got online and researched the settlement, and found that 100 % of the people who were protected by SCRA received a {$120000.00} payment. We also found out that this settlement money was guaranteed regardless of whether the homeowner entered into a private settlement with the bank. I started asking questions, sending emails and calling around to find out why our settlement was {$300.00} instead of {$120000.00} and to see if perhaps there was an error and if it could be corrected. 
Through a series of multiple calls and emails, I found out that my case was handled by the OCC, but in several calls to their customer service office on XXXX XXXX, XXXX, I was told there was no recourse, or directed to call XXXX again. Finally, after requesting to speak to a supervisor, I was directed to XXXX XXXX at the OCC to address my problem. When multiple emails to the address I was given were not returned, on XXXX XXXX, XXXX, I emailed XXXX XXXX, Deputy Comptroller at the OCC, who had signed the letter we received XX/XX/XXXX. He replied on XXXX XXXX, XXXX and stated that he would open a case for us with the OCC Customer Service Office. Later that day, XXXX, a supervisor with the OCC, left me a voicemail and I called her back. She explained that the case was open at the OCC and that there WAS recourse for improperly handled claims. XXXX stated they would send the file to Chase and request that they research it and get back to OCC. 
Subsequently, we received a letter from Chase dated XXXX XXXX, XXXX, stating that they were researching the issue and that we would have an answer or update by XXXX XXXX, XXXX. Then we received a check from XXXX XXXX dated XXXX XXXX, XXXX for {$300.00}. I called Chase on XXXX XXXX, XXXX and XXXX at the Executive Office told me that " Legal '' was " reviewing '' the case and I would have an update in 48 hours. I heard nothing. I called again on XXXX XXXX and talked to XXXX XXXX at the Executive Office who state that XXXX XXXX was assigned as the executive analyst and was " researching '' the issue. XXXX forwarded my call to XXXX XXXX in escalation management, who then forwarded the call to XXXX in Military Escalations. All three promised that I would be contacted with an update within XXXX hours. I heard nothing. On XXXX XXXX, XXXX, I talked to XXXX XXXX in Military Escalations ( the office I was told to contact previously ) and he confirmed that XXXX XXXX had my file, and that he would check with her and get back to me. XXXX DID call me back, but only to state that he could get no further information and that I should go back to the Executive Office to contact XXXX XXXX directly, and that XXXX XXXX was the contact. I called the Executive Office directly and asked to be connected to XXXX XXXX. After a XXXX minute wait, I was put into her voicemail. I have heard nothing. 
Finally, we received a letter dated XXXX XXXX, XXXX from the Chase Executive Office stating that they are STILL researching the request and that we will " have an answer or update for you by XXXX XXXX, XXXX. ''

Company response to consumer: Closed with explanation