Consumer complaint received 2015-10-13
Company: JPMORGAN CHASE & CO.
State: NC
Product: Mortgage
Sub-product: FHA mortgage
Issue: Loan modification,collection,foreclosure

Complaint:
Our loan is currently serviced under JP Morgan Chase, as it was assumed XX/XX/XXXX. We started the mortgage assistance program application process XX/XX/XXXX. As of today, we have never received a decision letter as we were reported. The whole process was a constant struggle. From day 1, we had to keep submitting repeat paperwork. We were " on top '' of our application proceedings online, so as soon as a " Request for documents '' was issued on line, those documents were submitted before they could even mail an official request. As of XX/XX/XXXX, at that time were barely 2 months behind. We were told the process would take less than 30 days before a decision was made. On XXXX, I sent a secure message via CHASE.com website response stating question " While in the process [ applying for mortgage modification ], what can I do to keep my house from going into foreclosure? '' and CHASE responded, " We 've reviewed your account and it appears you are currently under review for mortgage assistance. We will not start foreclosure proceedings while the review process is active and your requested paperwork is submitted. '' Our review process was always active, and all paperwork was promptly submitted upon any request of documents. I received a letter XXXX, our loan was transferred to a new servicer, JP Morgan Chase Bank, N.A.. As of XX/XX/XXXX, foreclosure proceedings were started on our account unbeknownst to us, never receiving any notice, written or verbal. On XX/XX/XXXX I called Chase to find our why I could access my account online only to be then made aware that my loan had been sent to a law office for proceedings to begin and my access to my account would be suspended until we paid a full reinstatement amount on the account to " cure the delinquency '' and to pay for any accrued attorney fees. I called chase over and again, forwarded from person to person until finally someone gave me the name of the local attorneys office that our loan had been submitted. The attorney 's office had even made a file for the account yet, had to do so before they could allow us to reconcile and pay the full-reinstatement to cure the delinquency. As soon as an amount was provided, XX/XX/XXXX, we were at the office with a cashier 's check for the full amount which included attorney fees in & gt ; {$800.00}, and provided with a receipt of payment from the attorney 's office and an allocation of fees. When this was compared to the statements provided by Chase, they amount could not be verified or reconciled, the numbers just did not match. On XX/XX/XXXX, I submitted a " qualified written request '' ( RESPA ) requesting documentation, a fully itemized transaction history of Mortgage loan since origination, XXXX as I have great concern of how fund have been allocated for the life of the loan. As soon as they were in receipt of that letter, they were very quick to escalate our account, provide via phone call XX/XX/XXXX, & gt ; 90 days as opposed to the noted 30 day process, a decision had been made, a letter had been mailed, and we were eligible only for short sale and the line was disconnected with no return phone call. We never received that letter. Today, XX/XX/XXXX all application info Chase.com is gone. I must add, the correspondence with Chase was terrible. The agents were never available to take calls, rarely returned messages, perhaps within several days or Our agent would call to see what " he '' could help us with usually Friday afternoons at XXXX ( XXXX ) when they close office XXXX. The whole process has been an emotional nightmare, constantly being told " this is the last thing we need '' and you might even hear back today with a decision I know you will be happy with. '' No, not happy and the process cost me monetarily and emotionally.

Company response to consumer: Closed with explanation