Consumer complaint received 2026-04-23 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Trying to communicate with the company to fix an issue while managing or servicing your loan
Company: JPMORGAN CHASE & CO.
State: CT

Complaint narrative:
I applied for mortgage forbearance in XX/XX/XXXX due to a financial hardship. Between XXXX and early XX/XX/XXXX, I called multiple times to confirm my status. On every call, relationship managers confirmed I was approved and that no action was required from my side. Not XXXX representative mentioned a XXXX XXXX monthly payment obligation. During this period, a {$3000.00} partial payment I had made in XX/XX/XXXX was sitting unapplied in my account. A representative after again confirming no action was required processed a refund of this {$3000.00} back to my bank account. This representative also did not mention the {$100.00} requirement. I later discovered my XXXX forbearance application had actually been denied but I was never notified of this denial in any form. No letter, no call, no notice. I continued calling through approximately XX/XX/XXXX and was told each time that I was approved while my forbearance was not actually active. On approximately XX/XX/XXXX, I again initiated a call myself to confirm everything was in order. It was only during this call that a relationship XXXX first informed me that a $ 100 monthly payment was required. This was not communicated voluntarily by anyone that I spoke to I had to call in myself to discover it. My assigned relationship XXXX had never reached out to me proactively at any point. I only spoke with him after being transferred by the collections department, who began calling me at some point in XXXX. Each time collections called, I had to explain I was on an approved forbearance they would then transfer me to XXXX of their relationship managers, and I would have to explain the full history again from the start. Notably, there were no collections calls during the first XXXX months when the forbearance was supposedly active, which is consistent with Chase 's own representatives confirming during that period that I was approved and in good standing. I made the {$100.00} payment within XXXX days of being informed of the requirement. I again got a call from collections and was told my forbearance was rejected. I eventually got connected to speak with my assigned relationship XXXX on XX/XX/XXXX ( just this XXXX time ), he provided no explanation for why the forbearance application had been denied. He simply stated that a new application would be approved, that I should wait a few days for the system to update, and sent me an email of the current forbearance approval which was dated XX/XX/XXXX - the approval for the second application which was subsequently denied without any notification to me. When asking for an explanation about what would happen with the missed payments for XXXX XXXX he had no clear answers and he connected me to the escalation department who provided no support. However, this second forbearance application was also denied because the representative filed it using the wrong method another servicer error. A XXXX application was filed by a new relationship XXXX in late XX/XX/XXXX and was approved for XXXX, XXXX, and XX/XX/XXXX at $ XXXX. On XX/XX/XXXX, I received XXXX letters on the same date : ( XXXX ) written confirmation of my approved XXXX forbearance plan, and ( XXXX ) an Acceleration Warning/Notice of Intent to Foreclose demanding {$18000.00} by XX/XX/XXXX. Issuing a foreclosure notice simultaneously with a forbearance approval is dual tracking, prohibited under 12 CFR 1024.41 ( f ). I escalated this matter first on XX/XX/XXXX as noted above and spent over XXXX hours on the phone with multiple representatives seeking clarity. During that call I was told that my missed payments had not been reported to the credit bureau but this addressed only part of my concern. When I asked the escalation representative to review my call history and transcripts to acknowledge the repeated verbal assurances I had received, she refused, stating there had been too many calls to trace. The escalation team dismissed the full history and stated only that a written notice had been sent and {$100.00} had not been paid. On multiple subsequent calls, I asked for written confirmation that my active forbearance prevents foreclosure. Each time, I was denied written confirmation. Representatives verbally assured me the forbearance holds foreclosure but refused to provide anything in writing. XXXX representative told me : " As long as you feel assured, you can keep calling us and we will confirm. '' This is the same cycle I experienced from XXXX through XXXX relying on verbal assurances that ultimately provided no protection. When I asked to be pointed to something specific, I was shown only generic language in the standard forbearance agreement, not any account-specific written confirmation. I have made all payments as required. Under the currently approved forbearance plan, the XXXX payment of {$100.00} was made on XX/XX/XXXX. XXXX additional {$100.00} payments were made in XX/XX/XXXX prior to the current approval. All three payments are showing as " Unapplied '' in my account with no credit to my balance. The XX/XX/XXXX foreclosure deadline remains active in the servicer 's system despite my active forbearance. My loan is owned by Fannie Mae, and I am requesting consideration for XXXX XXXX Payment Deferral at the conclusion of the forbearance period. The XXXX XXXX arrears were caused entirely by the servicer 's own errors : failing to notify me of the XXXX denial, repeatedly assuring me no action was required, processing my {$3000.00} refund without disclosing the payment obligation, filing the second application incorrectly, and refusing to review the call history that would document all of this. My forbearance approval letter explicitly states " we will not pursue foreclosure during the forbearance plan term '' yet Chase simultaneously issued an Acceleration Warning dated XX/XX/XXXX with a XX/XX/XXXX foreclosure deadline, and representatives have refused to provide any account-specific written confirmation that this deadline is paused. I am requesting : ( XXXX ) written account-specific confirmation that the XX/XX/XXXX foreclosure deadline is suspended during my active forbearance period ; ( XXXX ) a post-forbearance resolution plan for the XXXX XXXX arrears through XXXX XXXX Payment Deferral or loan modification not a lump sum payment ; and ( XXXX ) an explanation of why all {$100.00} forbearance payments are showing as " Unapplied '' with no credit to my account balance.

Company response to consumer: Closed with explanation