Consumer complaint received 2016-08-11
Company: JPMORGAN CHASE & CO.
State: HI
Product: Debt collection
Sub-product: Mortgage
Issue: False statements or representation
Sub-issue: Attempted to collect wrong amount

Complaint:
When the economy turned bad XX/XX/XXXX and worst in XX/XX/XXXX, we 've experienced unemployment, rehired temporarily, then unemployed and rehired part-time only. Our finances took a hard hit and we were living pay check to pay check. 
Since XXXX XXXX & till today, we 've received misinformation by the mortgage debt collector both over the phone and in writing. 
The debt collector would always state that we never kept our payment arrangements therefore they could not honor any plans that we tried to make with them, when in fact the collector was the bully who set unrealistic payment dates and amounts for our mortgage. For us, it was not it was not so much the amount but the date that the collector wanted. While we always wanted the dates that coincided with our paychecks, it was never approved by the collector. The collector stated that it could not be done. Therefore we had no choice but to agree to the collector 's date. In retrospect, it appeared like a setup. 
XXXX XXXX, we made a {$5000.00} money wire to them. When XXXX XXXX rolled around, we received a letter approx XXXX XXXX, stating our loan was in default again since we did not meet the XXXX XXXX date. We called the collector and reminded them that our payment was for XX/XX/XXXX ( to include the late fees ) because our paychecks posted on XXXX XXXX & XXXX. 
The collector insisted that it was not an arrangement that was made with them, therefore, our loan was right back to the large amount due of approx {$3500.00}. All arrangements were off the table and back in default. It was ridiculous since we had just paid {$5000.00} in XX/XX/XXXX and our funds were exhausted until our next paycheck in XX/XX/XXXX. The collector knew that and agreed to XX/XX/XXXX. ( Note : Payment of {$8500.00} in 27 days was unrealistic. ) So, XX/XX/XXXX the collector sent us an application packet for a loan modification. We completed the application and mailed it in XXXX XXXX. In the interim, we were communicating back & forth with the collector. Again unrealistic payment dates were being set up by the collector. Consequently, we continued to get blamed for not keeping the dates that we never set up but was forced to agree with so that the collector had something to log in their computer system. Many times, we were given erroneous amounts and dates depending on who we talked to. 
In XX/XX/XXXX when we asked for the status of our modification loan, we were told some paperwork were missing. We then sent it and rec 'd and acknowledgment letter. 
In XXXX XXXX, we asked again about our modification loan application. The agent checked, came back on and asked us for income numbers, loans, etc. In the end, the agent told us we did n't qualify for the modification. The agent stated that we could be told we did n't qualify over the phone. We stated to her that the numbers we just gave were estimates but that she should check our application instead. We were stunned. I asked what about the application numbers and she stated that she had to take the numbers that I had just given over the phone. We thought " Unbelievable ''. 
In that same conversation, we were given an amount of approx {$7400.00} that we had to pay on XXXX XXXX. Again the date arranged by the collector. Based on the numbers we had given, the agent stated that the {$7400.00} needed approval from her supervisor. The agent came back on the phone and stated that her supervisor disapproved the {$7400.00}, therefore, the total amount due on XXXX XXXX was approx {$7900.00}. 
On XXXX XXXX, I rec 'd a letter from an Attorney 's Office stating the entire amount of the loan, {$71000.00} was due. I was shocked and confused because the XXXX XXXX arrangement meant nothing at that point. We 've called the attorney 's office 3 times with no success. We spoke to the collector on XXXX XXXX ; they had no idea why we rec'vd that letter & wanted the {$7900.00} anyway. Their practices appear shady & haphazard.

Company response to consumer: Closed with explanation