Consumer complaint received 2026-01-19 00:00:00
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.
State: TX

Complaint narrative:
I am filing a formal complaint against Chase Bank- Mortgage. I was challenged with unexpected health issues that resulted in extensive XXXX  testing, XXXX procedures, an XXXX hospitalization, and XXXX XXXX. I feel I was misled by the XXXX XXXXXXXX during my repayment trial, resulting in a missed payment and broken trial period. The below information was submitted in dispute of the decision to either pay a lump sum of the amount due, short sale or deed- in lieu of my home because of the misinformation : I am writing to formally dispute the recent decision to deny my request for loan modification and repayment on my mortgage account XXXX. 
The financial hardship that led to my request was the result of a temporary medical situation, which has now been resolved. I am currently in a much better position to meet my financial obligations and am seeking a fair opportunity to modify my loan and arrange repayment. 
When I submitted my request for loan modification, I completed phone interviews with the relationship XXXX as part of the process. During each interview, I was asked whether I could return to making my original monthly mortgage payment. I explained that I was more financially comfortable making the modified payment amount, which was lower than my previous monthly payment. I believe this was misconstrued as inability to make my regular monthly mortgage payment. However, it was not made clear to me how my answer to this question would affect or influence the outcome of my request. Had I understood the implications, I may have responded differently. 
Additionally, I wish to bring to your attention an issue that occurred during my phone call with a Chase representative on XX/XX/XXXX. I was unable to make a payment on XX/XX/XXXX, as this was the XXXX holiday and phone payments were the only acceptable payments for this plan. On XX/XX/XXXX, I called to inquire whether making a partial payment was an option, as my payment was due no later than the end of the month according to the information I received during my phone conversation when I accepted the modification trial. However, the representative informed me that only a full payment would be accepted and, regardless of the amount I submitted, my loan would not be processed or posted before the end of the month due to a XXXX business day posting period, leading me to believe that my payment would not post in time and was therefore irrelevant at that moment. The representative I spoke to the following week alluded to the probability of it still being accepted and remaining in the repayment plan had I made payment that day, even if it was posted after the end of the month. I believe the messaging was inconsistent and I was misinformed regarding the processing of my payment. Had I received accurate information, I would have made a different decision that day. The incorrect guidance provided influenced my actions, and as a result, I am now faced with the difficult choice of coming up with {$41000.00} or selling my home. 
Regarding my current financial situation, I would like to emphasize that my circumstances have improved significantly since my initial request. The temporary XXXX hardship that affected my finances has been resolved, and I am now in a stable position to meet my obligations. I am confident that I can maintain consistent payments under a modified loan arrangement as previously arranged. 
Additionally, I am concerned that, according to the decision letter I received, my income was not taken into consideration during the review process. I believe that a thorough evaluation of my present financial status, including my income, would demonstrate my ability to fulfill the terms of a modified repayment plan. 
I kindly ask you to reevaluate your decision considering these circumstances. My goal is to resolve my account so my family and I can continue living in our home, and I believe that loan modification is reasonable, appropriate, and warranted given my current situation.

Company response to consumer: Closed with explanation