Consumer complaint received 2022-07-19
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — 
Company: JPMORGAN CHASE & CO. (IL)

I am the Independent Executor for the estate of my sister who passed in XX/XX/XXXX. Before her passing, we had a conversation in which she communicated her efforts to secure a loan in XXXX refinance credit card debt amounting to {$34000.00} through securing a mortgage on her inherited property which contained no mortgage. Chase Bank informed her they were unable to make a mortgage Ioan for that small amount, and the loan must be for the amount of {$72000.00}. Upon closing, and after all fees, the amount of {$30000.00} indicated as " To Borrower '' was retained by the bank and applied to the principal of the loan. Shortly before her passing, due to her illness, she moved out of state to be close to her son. Her will designated me as her executor, however, due to COVID, it took until XX/XX/XXXX before the court made the final official appointment. During the process of clearing the home. reviewing available papers and executing the orders of the will, a second sister, out of town, received a Mortgage Foreclosure Notice, which she forwarded to me. I immediately made efforts to contact the bank to introduce myself as the executor of the estate and to secure a payoff balance on the loan. I have made no fewer than five attempts, and have been promised as many times that the information requested would be sent to me. My intension upon receipt is to negotiate the balance of some {$45000.00} plus, based upon its previous predatory lending practice as it relates to this loan ; contacts to bank : XX/XX/XXXX, spoke with XXXX who transferred me to Life Events Dept ; XXXX in Life Events requested I fax death certificate and letter of appointment, indicating it would take 3-5 days for update and authorization. I faxed requested information that day. XX/XX/XXXX, spoke with XXXXdoes not see anything being received, suggested I resend and possible visit a bank branch-resent. XX/XX/XXXX, spoke with XXXX, again no receipt; visited branch and had faxed ; branch indicated documents should be received in 15 minutes but would take 24 hrs to update. XX/XX/XXXX, spoke with XXXX, balance is {$45000.00}, but does not include attorney fees and forced placed insurance, will send payoff balance information to my address-never received. XX/XX/XXXX, received a call from XXXX, with visit to a previous home address at XXXX PM on a Sunday afternoon. XX/XX/XXXX, spoke with XXXX at bank, she indicated phone number provided by XXXX was not a bank phone number, nor would the bank send anyone out, suggested I not talk with XXXX. XXXX indicated payoff letter had been " executed ' and should go out soon. XX/XX/XXXX, spoke with XXXX, letter has not gone out, but will go out to me today and I should receive in XXXX days. XX/XX/XXXX, attorney for the estate appeared in court on my behalf, no appearance by the bank. XX/XX/XXXX, spoke with XXXX, letter mailed to Indiana address, he took my email, and he would email the document to me directly which I should receive no later than the next day. I have not received the payoff documentation as of this writing.