Consumer complaint received 2025-11-30 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: MI

Complaint narrative:
My loan closed XX/XX/XXXX. I had never missed any payments nor had I been late. I was waiting for my XXXX to payments to start and because it was taken longer than I anticipated I called Chase Bank they said they could help me with a loan modification. The modification would allow me to make lower payments and possibly no payments until my situation got better, my interest rate could be lowered, my term could be stretched out up to ten years, payments could be forgiven, and my loan would be brought current. I would have to complete the application before they could tell me exactly what I would be qualified for. I was not given terms of loan modification. I was told to complete the application once processed I would be given the terms. I received a phone call stating I was approved to make $ 100 monthly payments in place of my normal monthly payments. I asked again for the terms of the modification. Again I was told that they could could not give the terms until the modification was complete. 5 months I made {$100.00} payments. I made a regular payment in XX/XX/XXXX. Each month I received a phone call asking if my situation changed. The fourth month I was told I should not wait to long to start making payments it could count against me. The fifth month I let Chase Bank know I was ready to start making payments. I was asked how much I wanted to pay? bI asked much did I need to pay. She would not give me a straight answer we went back and forward because her behavior did not make sense. I asked how much was my last payment I would like to pay that. She took my payment over the phone. {$1400.00}. After that I was told to make XXXX trial payments and I did. I received modification in the mail in which the terms were outrageous and unscrupulous. I was shocked. My loan term which was year XXXX increased to XXXX. I was given a balloon note {$20000.00}. On top of making my monthly mortgage payments I had to pay an escrow shortage of {$2500.00}. None of my escrow payments were applied to my escrow they just disappeared. I brought all of these things to Chase Bank attention and my they began to change. A $ XXXX principal payment that I made back in XX/XX/XXXX changed to a principal and interest payment with no explanation. I mailed Chase Bank a Notice of Errors and I mailed a Revised Notice of Errors. I received phone call questioning me. I let them was never given the terms of the modification until it was completed. I let them know I did not agree with the terms I asked what my options were and they said I could pay {$12000.00} to bring my loan current, sign the loan modification or lose my home. I let them know that wasn't fair for them to give me the terms after it was too late. After months of complaining Chase Bank Escalation Team mentioned a Forbearance Letter that they said explained the terms. I let them know I had never received that letter. They said they would send it to me. I asked that they send it by mail and email. After months of asking them for their terms this XXXX XXXX never came up. This letter did not exist until recently. I let them know that someone on their team sabotaged my loan and they are still sabotaging my loan. I spoke to another Escalation Team specialist and explained again what was happening he said that the $ XXXX was added as a principal payment and was never changed. He said he was looking at it. I let him know that by him not seeing it proves that someone is now trying to cover up what they had done. Everytime I get a phone call or call Chase Bank they make changes to cover up what they are doing to me. Only after I threatened to report them is when they seemed concerned and only then did I receive the XXXX XXXX. I was not informed of any escrow shortages and monthly payment increases until after I complained about the loan modification nor was I given an Escrow Analysis.

Company response to consumer: Closed with explanation