Consumer complaint received 2016-06-20
Company: JPMORGAN CHASE & CO.
State: LA
Product: Mortgage
Sub-product: Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account

Complaint:
I separated from my now ex-husband in XXXX XXXX. Through the financial hardships that can come with divorce, I struggled to keep my home. XXXX XXXX, I wrote XXXX XXXX, Chairman and CEO of Chase around getting into XXXX of their assistance program. XXXX XXXX I received a written response allowing me to have a trial modification while getting docs they needed. They never put it in place. ( See attached ) This was the first time they dropped the ball on me. In XXXX XXXX, my company downsized and I lost my job. Later that year I applied for a Loan Mod due to unemployment. I submitted all documents within 2 day of the request. During this time my ex-husband filed Chapter XXXX Bankruptcy. I had no knowledge of this. Chase did not notify me. I only found out in checking on the modification. I was informed that the notification went out to the address from where the bankruptcy was filed. This was the address of my ex-husband XXXX. In trying to find out what was going on from Chase, I was told that my modification had gone through. I was never informed of this. Again, the ball was dropped. Chase informed me there was nothing I could do until the bankruptcy was discharged. When bankruptcy was complete I contacted to Chase for my options. I was told that the Re-instatement paperwork was sent to XXXX and I live in the house XXXX. I asked why was I not ever sent anything and was told they did not know. I XXXX XXXX I was sent the Re-instatement paperwork. I signed and faxed in. ( See Attached ). 

XXXX XXXX, XXXX at XXXX XXXX I called and spoke to XXXX XXXX, a supervisor at Chase who assured me that she would personally fax me the letter of what is owed to Re-instate the loan. XXXX XXXX I received the documents overnighted. XXXX XXXX I wired funds per instructions of the letter. After this, I thought all was in order. I had gone back to work with my previous company and was training a lot. XXXX XXXX, I applied for a re-fi with XXXX XXXX. I discovered at this time, my payments had not been reported to the bureaus. 

XXXX XXXX, XXXX at XXXX XXXX I Chase and spoke to XXXX XXXX about my payment reporting. She was not able to help then at XXXX XXXX transferred to XXXX in Active Bankruptcy Dept to check the Re-Affirmation. She confirmed that XXXX XXXX, XXXX the Re-affirmation letter was mailed to XXXX XXXX XXXX, XXXX, XXXX XXXX which is where my ex-husband lives. She assured me that she would get the re-affirmation updated and then the reporting will be updated. It never happened. Again they dropped the ball. 

XXXX XXXX, XXXX at XXXX XXXX I called Chase Mortgage to talk to them about a re-fi. I spoke to XXXX XXXX or XXXX XXXX. I explain what had happened on the loan and wanted to know if he would be willing to do the leg work to go and see updated payment history because it is not showing on the credit reporting agencies sites. He assured he would. I explained I did not want to go forward if he would not. He pulled my credit and said he would call me back in 30 minutes. I never heard from him. I called on XXXX XXXX at XXXX XXXX and poke to Rep # XXXX who sits next to XXXX and gave him the message. He never called back. XXXX XXXX, I called to speak to a supervisor. I spoke to XXXX XXXX. She apologized for XXXX XXXX actions and said she would listen to tapes and call me back. She never did. Since then, I have tried to call and get to someone in the Bankruptcy with no resolve. I have been on the phone as much as 4 hrs at at time trying to get this updated with no resolve. So recently, I sent a dispute to each of the credit reporting agencies stating that my payment reporting is not accurate. Again no resolve. 

They currently show not activity on this mortgage since XXXX.

Company response to consumer: Closed with explanation