Consumer complaint received 2024-11-16 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: MA

Complaint narrative:
I was on an unpaid FLMA at work due a massive XXXX that I suffered in XXXX of XXXX. I have since been diagnosed with XXXX, so I have an XXXX recognized XXXX. 

On XX/XX/XXXX I received a call from Way Finders, a non-profit organization that process the RAFT program applications here in MA. I was notified that my application had been approved, but due to being in the forbearance plan that was expiring that day, it was going to be closed and unless I was able to get something in writing from the bank that day by XXXX PM stating I withdrew the forbearance. 

After a few back and forth calls, I was able to get both XXXX in the escalations department at Chase Bank on the phone, and XXXX from Way Finders at roughly XXXX PM on XX/XX/XXXX. 

XXXX stated the conversation with the disclosure stating all calls were recorded and so on. XXXX asked when the letter would be available stating that the forbearance withdrawal would be complete. XXXX responded that it could take up to 15 days due to it needing to go though quality assurance. I stated that would not work as I needed it by XXXX pm that day or my application would close. She added it would be possible for letter to be ready by Monday and to check with the bank by then. 

XXXX asked XXXX for a simple email directly to him that stated I pulled out of the forbearance. XXXX denied this request stating it was bank policy not to send emails to outside. 

I then asked if XXXX would be able to send the message through the banks secure messaging feature and she said no as she did not have access to that feature. I requested she transfer, or conference us to the relationship management team for them to do it. I was again denied this for the same previous reason. 

I then stated to XXXX do you see what I have been dealing with? It is not for lack of trying to get this letter. XXXX asked if we needed the bank anymore for anything, and I replied I don't believe so. XXXX dropped off that call at this time. 

XXXX let me know he would have to close the application at this time, but told me he had already approved that first one but due to technicality with the forbearance it had to be denied. He told me to get the written proof I had withdrawn, and reapply and get it reassigned to him and he would expedite it. He then state his XXXX was sitting right next to him, and gave me his word he would get the new application approved and processed quickly. 

He proceeded to provide me with his work email, and make sure I had his direct phone number which he had given me earlier in the day. 

I have all documents with the bank sent digitally, and got no alerts on Monday, XX/XX/XXXX. I called the bank on Tuesday, XX/XX/XXXX several times for various reasons, but the main XXXX at XXXX PM and connected to the relationship management department and spoke with XXXX XXXX to see where the forbearance letter was. I had sent numerous requests for the letter via the secure portal and received no response. XXXX informed me no letter had been requested at all, and was not in the queue to be printed. Upset by this, I explained the situation to XXXX, and he stated that he had absolutely no idea why XXXX told me why she couldn't send the message, nor why she wouldn't conference their department in to send this requested message as requested the week prior. He further stated they get requests like this all the time and it might take him XXXX minutes or so to draft the response because it has to be hand crafted but he would be happy to do it. I thanked him, and ended the call. 

At exactly XXXX PM, on XX/XX/XXXX I received the exact message I requested on the call with XXXX simply stating I had withdrawn from the forbearance as of XX/XX/XXXX regarding the mortgage number associated with our account. 

Since then, I have attempted numerous times to get in touch with XXXX 's supervisor XXXX. The first time the rep told me she would have XXXX call me back within XXXX hours. I called back several days later to find out no request was ever even opened to have that done. When a request was ultimately put in and XXXX did call my back, I was unable to talk to her due to work responsibilities and I requested she call me back later that day. I am unsure what day she call though as she called from a blocked number. She did not, closed my case according to rep I spoke with Wednesday XX/XX/XXXX at XXXX PM. The notes read to me noted that I was only upset over not being able to get a letter that day and that was it. This was entirely untrue as you can see from my clearly detailed complaint up to this point. I requested XXXX call me back yet again. 

The bank has now been calling me to find out when I plan on paying the past due amount of {$6000.00}. I let the first rep know not to call me anymore until I speak with XXXX about the position that I am in due to XXXX 's inability to do her job properly and the banks unfair banking practices. They called me again this morning, XX/XX/XXXX seeking payment and let me know that they sent out a certified letter. I inquired what that letter was about and they sent it via email. The letter is a XXXX XXXX to Cure, for something that XXXX is 100 % responsible for. 

Yes, I know that I am responsible for not paying the mortgage. However, I took full responsibility in taking the necessary steps in finding a way to make sure it was paid with alternative steps via state support, and contacting the bank for help as well. XXXX is clearly not training in her role at the bank.

Company response to consumer: Closed with explanation