Consumer complaint received 2024-07-26
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — Trying to communicate with the company to fix an issue related to modification, forbearance, short sale, deed-in-lieu, bankruptcy, or foreclosure
Company: JPMORGAN CHASE & CO. (PA)

Consumer Financial Protection Bureau XXXX XXXX XXXX XXXX, XXXX XXXXXXXX XX/XX/XXXX Subject : Formal Complaint Against Chase Bank Request for Due Date Adjustment, Refund of Late Charges, and Review of Credit Reporting I am writing to file a formal complaint against Chase Bank regarding their refusal to adjust my mortgage due date, inaccurate credit reporting, and ongoing charges related to late payments. Despite numerous attempts to resolve these issues directly with Chase, they have continued to refuse my reasonable requests and have imposed undue financial hardship on me. I urgently seek the intervention of the Consumer Financial Protection Bureau ( CFPB ) to address these concerns and resolve them on my behalf. 

Since late XXXX, I have sought to adjust my mortgage due date to align with my Social Security XXXX XXXX ( XXXX  ) payments, which I receive on the XXXX Wednesday of each month. Aligning the due date with my XXXX payments is crucial for managing my finances due to my fixed income and XXXX. Despite my numerous requests, Chase has refused to accommodate this reasonable adjustment. 
**Specific Issues : ** 1. **Negative Credit Reporting : ** - My mortgage payments have been inaccurately reported as late on the following dates : - XX/XX/XXXX - XX/XX/XXXX - XX/XX/XXXX - XX/XX/XXXX These negative marks have significantly impacted my credit score. The delays were caused by issues with my primary checking account at XXXX XXXX, including internal bill pay technology problems and identity theft, which required changing my accounts and disrupted funds transfer. Despite forwarding a letter from XXXX XXXX to Chase requesting a courtesy adjustment to rectify these issues, the matter remains unresolved. 
2. **Late Charges : ** - Since XXXX, Chase has imposed late charges on my account totaling {$780.00} ( {$21.00} per late charge ). These charges have accumulated because Chase refused to truthfully consider my reasonable request for a due date change under the XXXX. Such a change could have been easily accomplished administratively, as it has been for other customers with more lucrative holdings within Chase. 
3. **Previous Payment History : ** - Prior to my health issues, my payment history was exemplary. Despite the challenges posed by my fixed income and health, I have continued to make mortgage payments diligently each month. Additionally, I have been charged late fees by Chase for payments that were not overdue by 30 days. 
4. **Inappropriate Suggestion of Loan Modification : ** - Chase has repeatedly suggested a loan modification as the only solution to change the due date. A loan modification is unsuitable for my situation as it would negatively impact my credit score and extend the loan term, contrary to my goal of improving my credit standing and addressing my immediate need for a due date adjustment. Chase has misleadingly attempted to market this modification as a beneficial solution, which is not true. 
5. **Reasonable Accommodation : ** - As required by the Americans with XXXX XXXX ( XXXX XXXX, financial institutions must provide reasonable accommodations to customers with XXXX. This includes adjusting due dates to align with XXXX benefits. Given that my mortgage was originally with XXXX XXXX, later acquired by XXXX XXXX, and then by Chase, adjusting my due date to align with my XXXX  payments is an extremely reasonable accommodation request under both XXXX and FHA guidelines. 
**Alternative Approaches to Due Date Adjustment : per Chase customer service when I called as a generic customer with questions and not as a customer with XXXX and needing accommodations. 
1. **Payment Date Adjustment : ** - Administrative Change : a simple administrative change to adjust the due date of your mortgage without requiring a formal loan modification. 
2. **Reamortization : ** - This involves recalculating the loans payment schedule based on the remaining balance and the new due date, without altering the original loan terms. 

3. **Deferment or Forbearance : ** - Temporary solutions like forbearance or deferment could provide flexibility in managing payments and adjusting the payment schedule. Neg impact on credit and not best alternative for goal in mind. 
4. **Repayment Plan : ** - A repayment plan might be suggested to catch up on missed payments, including adjusting the due date. 
5. **Refinancing : ** - Refinancing could potentially result in a new due date but also usually involves altering loan terms and can include significant costs which on XXXX fixed income and struggling to make the monthly payment because of due date and XXXX  not aligned, not a viable option. 
6. **Customer Service Requests : ** - Direct requests to customer service for a due date change, explaining your situation. Was told we can assist people who are XXXX, in termporary *crisis, or other circumstance, on as needed basis. Speak with customer service to explain and escalate to higher level to handle. 
1. **Americans with XXXX XXXX ( XXXX ) : ** - Title III of the ADA mandates that businesses, including financial institutions, must provide reasonable accommodations to individuals with XXXX. Chases refusal to accommodate my request is a violation of the ADA. 
2. **Fair Housing Act ( FHA XXXX : ** - The FHA prohibits discrimination in housing-related transactions based on XXXX. Chases refusal to adjust my due date to align with my XXXX  benefit is discriminatory. 
3. **Fair Credit Reporting Act ( FCRA ) : ** - The FCRA requires that creditors report accurate information to credit bureaus. Chases reporting of late payments, when they were not overdue by 30 days, is inaccurate. 
4. **Equal Credit Opportunity Act ( ECOA ) : ** - The ECOA mandates that lenders must not discriminate based on XXXX. Chases refusal to accommodate my request and insistence on modification is a violation of the ECOA. 
XXXX. **Truth in Lending Act ( TILA ) : ** - TILA requires lenders to provide clear and accurate information about loans. Chases suggestion of a modification as the only solution, while not clearly explaining alternatives, is a violation of TILA. 

6. **State Consumer Protection Laws : ** - State laws against unfair or deceptive practices in consumer transactions. Chases refusal to accommodate a reasonable request violates PA Unfair and Deceptive Banking Practices provisions. 
**Request for Refund : ** In addition to addressing the issues mentioned above, I respectfully request that Chase Bank refund the total amount of {$780.00} in late charges that I have incurred since XXXX. These charges were imposed due to Chases failure to accommodate my reasonable request for a due date adjustment under the ADA, which could have been easily resolved administratively. The refund should reflect the undue financial burden and stress caused by Chases refusal to provide a fair and reasonable accommodation. 
I respectfully request that the CFPB : 1. **Investigate Chase Banks refusal** to adjust my mortgage due date and their handling of my requests. Prevent other customers who are XXXX and in similar circumstance from going through what I did. 
2. **Ensure Chase Bank provides a reasonable accommodation** by adjusting the due date to align with my SSDI payment schedule. 
3. **Refund the late charges** totaling {$780.00} that I have incurred since XXXX due to Chases refusal to accommodate my request. 
4. **Remove the negative credit marks** from my credit report due to bank processing errors with XXXX XXXX and other issues beyond my control. 
5. **Enforce compliance with the ADA , FHA , FCRA , ECOA , and other applicable laws** to ensure that I am treated fairly and without discrimination. 
XXXX. **Advocate for a clear and straightforward due date adjustment**. A loan modification is not the only option and would negatively impact my financial stability and credit score. 
7. Request CHASE write or rewrite whatever policy they have regarding treatment of XXXX customers and their committment to ADA, EOE, EEOC and any other legal provisions. 
Thank you for your attention to this urgent matter. I trust that the CFPB will take appropriate action to resolve these issues and ensure Chase is held accountable for treating all customers equally and fairly, including those who are XXXX and protected.