Consumer complaint received 2016-08-12 00:00:00
Product: Mortgage — Conventional adjustable mortgage (ARM)
Issue: Loan servicing, payments, escrow account — 
Company: JPMORGAN CHASE & CO.
State: TX

Complaint narrative:
In XXXX XXXX 2016 my husband passed away on the XXXX of XXXX there was a bad storm and the home sustained damage to the roof. Chase took forever to get the roof repaired they lost the death certificate 3 times, they continued to ask for documents that I had already submitted causing delays to get the roof repaired and causing more damage to the home. Finally a check in the amount of {$7500.00} was sent to have the roof done. But the delays caused an additional {$35000.00} damage to the home. I did a forbearance to the loan per the advice of Chase Executive Office because the funeral and the damage from the natural disaster in our area. I have done everything Chase as asked they are causing the delays. The roof is finally done and now I finally have the contractor lined up to start work on XXXX XXXX, 2016 but I can not because Chase only sent {$5500.00} because they said the loan is in forbearance and they will only send 25 % of the money. Chase knows that my contractor needs {$14000.00} to start the job. I do n't even have 25 % of the money because the only way I was getting the roof was to have {$7500.00} sent to the roofing company and the difference I was told to have the roofing company send the difference of {$2600.00} but Chase wanted the difference sent to them and they will send it to me when they get it. I am doing everything possible to work with Chase but from the beginning they have only delayed and tried to prevent me from getting the funds to repair the home. They know my plan is to repair the home and get get caught up on the loan after my forbearance. The loan has never been late before and its not like I have n't already set up a payment arrangement to get it current after the forbearance. Chases executive office told me t the first installment of {$15000.00} then it changed at the last minute this has been the way things have been dealing with getting the repairs done. Because of the rain pouring into my home while Chase kept delaying losing the death certificates more damage was caused and the appliance were soaked and now not working. I am trying to repair my home I have been doing all I can since XXXX XXXX and now with the first installment for the repairs for the interior only being {$5500.00} I am not going to be able to hire a professional contractor and I do n't know how I am going to be able to repair the home. I have been emailing Chase for days now asking them what I need to do because I can not get it done with what they sent I am emailing the executive office. I am communicating with them telling them my dilemma with the installment only being {$5500.00} and I am getting no reply. Chase has all the paperwork signed by the contractor the intent to repair everything I just cant do it. None of this is fair to me I am doing everything possible and Chase is the cause of the additional damage they are the cause of the process having to start over they are the cause of the appliance not working and I am the XXXX suffering. I lost my husband I dont want to lose my home. Please any assistance would be appreciated

Company response to consumer: Closed with explanation