Consumer complaint received 2026-04-10 00:00:00
Product: Mortgage — FHA mortgage
Issue: Struggling to pay mortgage — An existing modification, forbearance plan, short sale, or other loss mitigation relief
Company: JPMORGAN CHASE & CO.
State: TX

Complaint narrative:
Complaint Subject : Chase Mortgage Assistance Termination & Deceptive Payment Practices Date of Incident XXXX XXXX XXXX XXXX XXXX XXXX Contact with Chase XXXX XXXX XXXX ) Detailed Description : I am filing this complaint against JPMorgan Chase for multiple violations of mortgage servicing rules and UDAAP. I was enrolled in a mortgage assistance program to prevent foreclosure on my family home. On XX/XX/XXXX, I was informed by phone that my program was terminated due to a missed payment. I was never notified by mail, email, or phone that this payment was missed or that my program was at risk of termination. Chase also committed several deceptive acts regarding payment accessibility : XXXX. Removal of Established Features : While in the program, I successfully made several {$100.00} payments online. Chase removed this feature without any notice, making it impossible for me to continue paying as established. XXXX. Deceptive Online Interface : Their online portal currently only accepts the full mortgage amount, hiding the option for the assistance program payments I was authorized to make. XXXX. Information Omission : I was never informed that I had to 'call in " every single payment until after the program was already terminated. As a result of their failure to provide proper notice and their restriction of payment methods, I was informed today by Chase via email, on XX/XX/XXXX, that Chase reported a 'Major Derogatory Mark ' to my credit report. Chas has no problem notifying me of the damage to my credit, but they cant notify me that Im at risk of losing my mortgage assistance? Not an email, no texts, no courtesy callsNOTHING. Furthermore, Chase agents provided conflicting information about my options, specifically misinforming me about my ability to reapply to avoid this negative credit impact. I then chose to reapply on the phone, was accepted and reinstated, and received a XXXX extension on my program. So that you understand the impact, this XXXX remark dropped my XXXX XXXX by almost XXXX POINTS to XXXX. This is detrimental to my family 's financial wellbeing, XXXX months before THEY KNOW I will likely need to refinance my mortgage... which they will of course benefit by offering me SUB-PRIME mortgage rate with this new subXXXX credit score. Violations Committed by the Bank Based on this incident, it is my understanding that Chase violated these specific regulations : 12 CFR 1024.39 ( Early Intervention ) : Servicers are required to make " good faith efforts '' to establish live contact by the XXXX day of delinquency and send a written notice by the XXXX day. Your lack of notification violates this rule. 12 CFR 1024.41 ( Loss Mitigation Procedures ) : Servicers must provide specific notices if they deny or terminate a loss mitigation option. They generally can not move toward foreclosure or terminate assistance without proper procedural steps. UDAAP ( Deceptive Practices ) : Removing a functional payment method ( online payments ) without notice while telling a consumer they must use a non-obvious method ( phone only ) is a deceptive practice that caused you substantial injury. FCRA ( Fair Credit Reporting Act ) : Banks can not report information they know ( or should know ) is inaccurate. If the " missed payment '' was caused by their own system changes and lack of notice, reporting it as a derogatory mark is a violation.

Company response to consumer: Closed with explanation