Consumer complaint received 2024-09-12 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Paying off the loan
Company: JPMORGAN CHASE & CO.
State: TX

Complaint narrative:
To Whom It May Concern, I am writing to file a formal complaint against JP Morgan Chase in relation to the handling of my late fathers mortgage. I am doing this not only for my family but in an effort to prevent others from enduring a similar situation. 

On XX/XX/XXXX, my father unexpectedly passed away, and I discovered that his mortgage was held by Chase. In late XXXX or early XXXX of XXXX, I visited the Chase branch at XXXXXXXX XXXX XXXXXXXX, XXXXXXXX XXXX XXXXXXXX, where I met with an employee named XXXX, who informed me she handles estates for Chase. I explained the complex situation involving my fathers passing, my mothers claim of non-involvement with the mortgage ( per her attorneys advice ), and the fact that my brother and I were handling the estate. 

XXXX advised me that even if I kept paying the mortgage, once Chase discovered my fathers passing, they would take possession of the house, regardless of whether payments were current. She suggested that I should assume the mortgage to protect my fathers home, claiming that this would give me ownership of the house. She also told me assuming the loan would give me the access I needed to file the home owners insurance claim. This did not seem right to me, as my father intended for my brother and me to share his estate equally. I refused to sign any paperwork and sought legal advice. Multiple attorneys later confirmed that a bank can not legally repossess a home if the mortgage is current, and they reassured me that any such attempt could be legally stopped. 

For over two years, I paid the mortgage using my fathers information, hoping to resolve matters through probate, which has unfortunately been delayed. In XX/XX/XXXX, I received an escrow surplus check made out to my parents. I visited the same branch and inquired about applying it to the mortgage, as well as the status of the homeowners insurance, which had become more urgent due to worsening conditions in the home. I was told by the mortgage department that I could apply the escrow surplus to the mortgage, but I was later informed that this was incorrect. 

In XX/XX/XXXX, I learned from the mortgage department that I needed to apply to become the successor of interest to the loan. This was the first time I was told about this process, which caused significant frustration. For over two years, I had lived in fear that Chase might take my fathers home, and I was overwhelmed by the misinformation and stress this caused my family. I applied for and was approved as the successor of interest, but the process was far from straightforward. 

Throughout this ordeal, I was repeatedly given conflicting information regarding the mortgage, escrow, and homeowners insurance. Additionally, in a conversation with XXXX, I discovered that I had been listed on the homeowners insurance policy all along by my birthdate, along with my brother. This information, which Chase had not disclosed, could have prevented much of the unnecessary stress and worsening home conditions. 

In XX/XX/XXXX, Chase sent an escrow check to my mother, despite her repeated assertions that she is not responsible for the property. I returned to the branch and was told to provide a letter proving that the funds were mine, only to be met with further delays and miscommunication. When I visited the branch on XX/XX/XXXX, I was met with further condescension and was again provided incorrect information. 

On XX/XX/XXXX, I spoke with a representative from the mortgage department who informed me that the escrow check could not be reissued in my name, despite previous assurances to the contrary. I was then told that a deceased individual, my late godfather, was responsible for the matter, despite his passing years earlier. At this point, I was advised to hire a lawyer and take the issue to court. 

For over two years, Chase has misled and misinformed me, causing unnecessary stress and financial hardship for my family. I believe that Chase employed deceptive tactics to coerce me into assuming the mortgage without proper legal guidance. Furthermore, their negligence in handling this matter has led to worsening conditions in the family home and financial strain due to lost work time. 

I am filing this complaint in hopes that Chase will be held accountable for their actions and to raise awareness of the harm caused to families dealing with the loss of a loved one. I urge you to investigate this matter thoroughly and ensure that no one else endures the same hardships. 


I also have recordings if needed. My second recording is too big to upload. 


If you require further information, I can be reached at XXXX XXXX XXXX XXXX  or by email at XXXX. 

Sincerely, XXXX XXXX

Company response to consumer: Closed with explanation