Consumer complaint received 2015-09-29
Company: JPMORGAN CHASE & CO.
State: KS
Product: Mortgage
Sub-product: Conventional fixed mortgage
Issue: Loan modification,collection,foreclosure

Complaint:
To Whom It May Concern : This is a very long story, but I will try to summarize as best I can. 

My husband lost his job in XX/XX/XXXX. We had to move to XXXX for him to accept his new position. The salary for this new position was about half of what he had previously made. We notified Chase Bank about our decision to sell the home. It has been listed with a realtor since XX/XX/XXXX. 
In this time, we have received XXXX offer to purchase the home. We submitted paperwork to get approval for a loan modification. We only wanted to be approved for a short sale due to the fact that we have already moved. The file moved from person to person every 90 days requesting new information, new pay stubs with no end in sight. Chase Bank appraised the property at XXXX. An offer finally came in XXXX. The offer was XXXX, substantially above the appraised value. We were hopeful that this would expedite the decision. The offer and all of our paperwork was sent to underwriting. In this time, every 90 days, we are told that we have to fill out new mortgage assistance package and essentially start over because too much time has lapsed. Nothing has been done except to push our paperwork around for the last 6 months. Last week, we were told that we were declined a short sale because we make too much money. On the CHASE paperwork you are supposed to list your expenses as borrrower, co-borrower and non-borrower. I assumed that this meant, my husband, myself and our children. Turns out, this is not the case. Chase only used expenses relating to my husband and myself and thus came to the determination that we make too much money and denied our short sale. We have escalated this case to the CHASE executive office. The people who have the offer on our home have extended their offer until XXXX XXXX. Our loan is a USDA backed loan, according to USDA regulations, a decision is supposed to be made within 30 days. It has been nearly 6 months and we are still waiting. Today, I was told that we needed to re-submit an entirely new request for mortgage assistance package because the information was too old and incorrect. I was supposed to know that non-borrower did not mean children, it meant others living in the home. 
We are upkeeping a home we no longer live in for the last 15 months. We are being held financially hostage by CHASE bank and can not even begin to start over until this is done. I have a child attending college and was denied college loans due to our low credit score from this entire mess. We feel that we have done our best to maintain our end of the agreement we made with CHASE bank. They have done nothing but push our case around from desk to desk for 6 months. We are working with a short sale negotiator who advised us to file a complaint here. She was going to send me a detailed description of messages in the XXXX system to use on our behalf. Today, all previous messages have somehow been deleted from the system. The person I spoke with today, assured me she was sending a message to the person in charge of the CHASE escalations department, XXXX. We are at a loss. We do n't know if we should hire an attorney or where to turn. We just want to sell our home and move on. We feel CHASE HOME MORTGAGE has denied us proper due process, has handled our case in the most unprofessional manner possible. They have caused us grevious suffering and a complete lack of proessionalism and handling of our case. They have an offer to purchase a home on their desk, yet continue to stall and literally make up new processes and paperwork to stall. 
We do not know where to turn and hope you can provide some direction. 

SincerelyXXXX XXXX

Company response to consumer: Closed with explanation