Consumer complaint received 2025-01-13 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — An existing modification, forbearance plan, short sale, or other loss mitigation relief
Company: JPMORGAN CHASE & CO.
State: NJ

Complaint narrative:
Request for Assistance and Resolution Regarding Mortgage Transfer Issues Dear Chase Executive Office Team, I am writing to express my frustration regarding the handling of my mortgage over the past year and to seek your assistance in resolving this matter. This is not my first time working with your office, and while I appreciate the assistance provided in the past, the ongoing challenges with my mortgage have left me feeling disheartened and uncertain about my financial stability. 

My mortgage, which was previously owned by Chase, was under XXXX Forbearance in XXXX as part of the CARES Act. Thanks to Chases mortgage assistance program, I was approved to get back on track in XX/XX/XXXX. However, my mortgage was subsequently transferred to XXXX XXXX, which has been an incredibly difficult experience. 

Since XX/XX/XXXX, I have been battling with XXXX XXXX to address my mortgage situation. I had to restart the mortgage assistance process entirely and, after months of effort, was approved in XX/XX/XXXX. However, the only option offered was a 40-year mortgage extension. Exhausted from the constant back-and-forth and worried about the impact on my credit, I agreed to these terms. Despite assurances from XXXX that my credit would not be negatively affected, they reported my account negatively, which they are now in the process of correcting. 

To my surprise, I was recently informed that my mortgage is being transferred back to Chase. I am requesting that Chase honors the mortgage assistance previously approved by XXXX, including the terms of the 40-year extension. Additionally, I called Chase today regarding my mortgage payments for XXXX and was informed that underwriting is reviewing my file. I was told this process could take 1530 days and that my credit would not be reported negatively during this time. 

As you can imagine, this situation has caused significant stress and frustration, especially since I have spent the past year being shuffled between lenders without clear communication or resolution. I respectfully ask that the Chase Executive Office take charge of my case and provide me with a clear resolution. Specifically, I request that : XXXX. Chase honors the terms of the 40-year extension approved by XXXX XXXX XXXX 
XXXX. Consideration is given to reducing my monthly mortgage payment to alleviate the financial strain. 
XXXX. Ensure my credit is not negatively impacted during this transitional period. 

I am attaching the XXXX letter from the Chase Executive Office as a reference for my previously approved assistance. Please dont hesitate to contact me directly at ( XXXX ) XXXX for any additional information or clarification. 

I sincerely hope that Chase can resolve this matter swiftly and help me achieve financial stability once again. Thank you for your attention and understanding. 

Sincerely, XXXX XXXX and XXXX XXXX

Company response to consumer: Closed with explanation