Consumer complaint received 2026-04-30 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: IL

Complaint narrative:
* * To : * * JPMorgan Chase & Co. Executive Office / Customer Advocacy Team * * From : * * XXXX XXXX XXXX * Date : * * XX/XX/year> * * Subject : * * Formal Complaint Failure to Provide Hardship Assistance and Systemic Servicing Failures To Whom It May Concern, I am writing this formal complaint to express my profound dissatisfaction and outrage regarding the treatment I have received from Chase Banks mortgage and credit card divisions. My experience over the past few months has revealed not only a complete lack of empathy for customers facing genuine financial hardship but also what appears to be a systemic failure in your institution 's servicing and communication protocols. On XX/XX/year>, I was laid off from my job due to a lack of work. Recognizing my responsibilities, I acted proactively and in good faith by notifying both the Chase Mortgage and Credit Card divisions approximately two weeks later. I reached out to inform you of my situation and to explore what options might be available while I diligently searched for new employment. To my absolute shock, Chase flatly refused to offer me any viable options or assistance. Despite my transparency and proactive communication, I was met with a rigid " no, '' leaving me to navigate a period of unemployment with zero support from the institution that holds my most significant financial obligations. My personal struggle is, unfortunately, part of a much larger and more disturbing pattern of behavior by Chase Mortgage. In researching my situation, I have discovered that my experience is far from unique. I am joining a growing chorus of consumers who have reported the following systemic failures : XXXX. * * Refusal of Hardship Options and Partial Payments * * : Like many others, I have found that Chase refuses to accept partial payments or offer meaningful forbearance during times of crisis. This practice seems designed to force borrowers into delinquency rather than helping them maintain their homes. Ive made 1 partial payment earlier and then again today XX/XX/year> to make another partial payment of {$600.00} and they told me that it would be put toward the mortgage. It would need to be a full monthly payment so that it would count then. That was news to me refusing payment and payments that would be counted. Where does this money go then. They didnt have an answer to that. XXXX. * * XXXX and XXXX XXXX * * : I am now deeply concerned about how my future payments will be handled, given the widespread reports of Chase misapplying principal payments or failing to disburse property taxes and insurance from escrow accounts. The administrative negligence reported by other customersincluding the failure to release liens years after payoffis terrifying for any homeowner. When I first started my mortgage payments it was about {$700.00}. After a few months later it was well over {$800.00}. XXXX. * * XXXX XXXX and XXXX XXXX * * : My interactions with your staff have mirrored the " chaos '' described by countless others. I have been subjected to long hold times only to receive inconsistent and often contradictory information. It is clear that your departments do not communicate effectively, and your representatives are either not empowered or not trained to provide actual solutions. XXXX. * * Technical and Administrative Negligence * * : The technical hurdles within the Chase dashboard and the reported mismanagement of closed accountswhere late payments are erroneously reported even after a balance transfershow a complete lack of institutional control. This experience has been more than just a financial burden ; it has been a source of immense emotional distress during an already difficult time. By refusing to offer options to a proactive customer who has suffered a documented job loss, Chase has demonstrated that it does not value the " relationships '' it so frequently touts in its marketing. I am reporting my experience to multiple review platforms, the XXXX XXXX XXXX XXXX XXXX XXXX and the Consumer Financial Protection Bureau ( CFPB ) to warn others. Prospective and current customers need to know that when life takes an unexpected turn, Chase will not be a partner, but a hurdle. I demand a formal review of my account and a written explanation as to why no hardship options were provided despite my timely notification. I also expect a clear path forward that does not involve the predatory refusal of partial payments or the threat of erroneous credit reporting. Why my mortgage payment was raised long before me being laid off due to lack of work. Sincerely, XXXX XXXX

Company response to consumer: Closed with explanation