Consumer complaint received 2026-05-20 00:00:00
Product: Mortgage — Home equity loan or line of credit (HELOC)
Issue: Struggling to pay mortgage — Foreclosure
Company: JPMORGAN CHASE & CO.
State: CA

Complaint narrative:
b'Dear CFPB Representative,\nI am submitting this complaint to request an urgent investigation into a multiyear pattern of mortgageservicing misconduct, reversemortgage irregularities, appraisal inconsistencies, realestate conflicts of interest, and possible retaliation that has occurred from XXXX to the present. I am now 10 days from a foreclosure sale, and the actions of multiple entities have directly contributed to my current crisis.\nI am a whistleblower who suffered retaliation at work, including a medical event (XXXX). Since that time, I have experienced a series of highly irregular, inconsistent, and harmful actions by mortgage servicers, reversemortgage lenders, and a nonprofit/realestate group. I believe these actions may constitute violations of Californias Homeowner Bill of Rights (HBOR), federal mortgageservicing rules, HUD HECM regulations, DFPI unfair/deceptive practices laws, and potentially retaliationrelated misconduct.\n\n1. Original Mortgage Servicer Misconduct (XXXX) Chase\n\nA. Illegal requirement to pay a discharged bankruptcy debt\nWhen I first attempted to refinance or access equity, my original mortgage lender told me I must pay off a separate mortgage account that had been discharged in bankruptcy before they would consider my application. \nThis is illegal, as discharged debts cannot be revived or used as conditions for new credit. Chase\nAccounts ending in #XXXX & #XXXX. \n\nB. $XXXX/month payment plan used to stall and/or mislead.\nThe servicer placed me on a $XXXX/month payment plan for 10 months, without: written notice or explanation\nI have bank proofs from XXXX proving the payments were made/ 2 returned. These payments were made via my online bill-pay system. Chase never explaining how that amount was calculated, provided written proofs, stating the purpose of the plan, then denied my modification application after 10 months of payments.\n\nC. Chase returned 2 payments without notification only crediting my account no explanation.\n\n\nD. Online portal shut down\nThe servicer closed my online portal, preventing me from accessing:\n- payment history \n- modification documents \n- notices \n- communication logs \n\nThis obstructed my ability to appeal or understand my account status.\n\nThese actions appear to violate HBOR, Regulation X, and DFPIs unfair/deceptive practices rules.\n\n2. Reverse Mortgage Lender #1 Investor Panel and Coercive Conduct: Community Housing Counsel\nXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX (XXXX XXXX Director) XXXX XXXX XXXX XXXX XXXX XXXX original counselor but was later taken off my case and replaced with XXXX XXXX XXXX (mother & daughter) they helped me apply for a mortgage grant from XXXX XXXX XXXX XXXX for $XXXX; directly applied to Chase Mortgage. XXXX insisted on a home walk through which included their panel of which included private investors.\n\nThis is not permitted under HUD HECM rules or Appraiser Independence Requirements.\nI declined because it felt coercive and inappropriate, especially given my whistleblower background.\n\n3. Reverse Mortgage Lender #2 Real Estate Conflict of Interest & Unauthorized Contract Changes\n\nThis lender (XXXX) had an inhouse real estate office that listed one of my properties for sale. (XXXX XXXX XXXX XXXX XXXX XXXX) to sell as a short sale. (HUD approved counselor)\n\nA. Real estate agent switched brokerages without notice\nThe assigned agent left the XXXX company and moved to another brokerage and changed my listing paperwork without notifying me or obtaining my consent.\n\nThis is fraudulent and violates realestate licensing laws.\n\nB. Director provided no explanation\nWhen I contacted the Director of the Reverse Mortgage/Real Estate office (XXXX XXXX),he shrugged and offered no explanation (said: take it to your congressman), referring me to someone who may be connected to the XXXX case I had reported; of which office was in my building place of employment (XXXX XXXX XXXX XXXX XXXX XXXX)\n\nThis raised serious concerns about conflicts of interest and possible retaliation.\n\nI terminated the relationship due to these irregularities.\n \n4. Reverse Mortgage Lender #3 Appraisal Irregularities & Predatory Demand (2026)\n\nThis lender (XXXX XXXX XXXX) ordered one appraisal within 30 days of one ordered by Non-Profit Alliance. He stated it was not FHA approved but the Appraiser stated via phone she could have provided an adjustment. The appraisals were paid by me $XXXX and $XXXX. The $XXXX appraisal went up to $XXXX by Non-Profit Alliance of which they took care of that difference.\n\n- $XXXX \n- $XXXX\n\nDespite the higher appraisal, the lender stated the value was too low and demanded I bring $XXXX cash to close. \nReverse mortgages are designed for seniors who cannot bring cash to close, making this demand predatory and improper.\n\nNo offer of Reconsideration of Value was discussed and the representative Daniel said he was not able to continue to work with me and disconnected. Offering no options. I contacted the appraisal office and representative there said to contact XXXX XXXX XXXX back and ask for a supervisor (XXXX has not returned my call). XXXX XXXX stated $XXXX brought in for consideration.\n\nthis violates HUD HECM servicing rules and DFPI unfair/deceptive practices laws.\n\n\n5. Nonprofit ForeclosureAssistance Group MoveOut Scam\n\nNon-Profit Alliance offered mortgage relief but required me to move out for 30 days for repairs. \nHowever, the documents stated I would move out and rent the home, which is a classic foreclosurerescue scam.\n\nThis appears to violate California foreclosureconsultant laws.\n\n\n6. Pattern of Harm and Possible Retaliation\n\nAcross multiple lenders and entities, I have experienced:\n\n- inconsistent treatment \n- unexplained denials \n- conflicts of interest \n- pressure to sell \n- appraisal manipulation \n- returned payments \n- portal closure \n- improper demands \n- referral to individuals possibly connected to my whistleblower case \n\nThis pattern raises concerns about retaliation, targeting, and systemic misconduct.\n\n7. Urgent Need for DFPI Intervention\n\nI am now 15 days from a foreclosure sale, and the actions described above have directly contributed to my inability to secure assistance or refinancing.\n\nI respectfully request that DFPI:\n\n1. Investigate the original mortgage servicer for HBOR and federal servicing violations. \n2. Investigate the reversemortgage lenders for appraisal irregularities, investor interference, and predatory demands. \n3. Investigate the nonprofit/realestate group for fraudulent practices and conflicts of interest. \n4. Review the pattern of conduct for potential retaliation or coordinated misconduct. \n5. Request a postponement of the foreclosure sale while the investigation is ongoing.\n6. Why Chase has not posted any of my payments in the last 5 years.\n\nI am prepared to provide:\n\nbank statements \nreturn payment evidence\nany emails\nappraisal reports were not provided to me as requested\ncopies of proposals from Non-Profit Alliance\n\n\n\nThank you for your attention to this urgent matter.\n\nSincerely,\XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX (mailing address)\XXXX\n\n\n\nUpdate for XXXX XXXX XXXX: They requested a review of appraisal due to inconsistencies XXXX but will take 30 days.\nEEO Case XXXX Still ongoing settlement\nNon-Profit Alliance Proposal require I vacate the home and rent it. Not the original proposal of 30 days only move out to update a repair. I refused to sign. \nChase Attorney phone number rings to another business unable to reach them in 1 1/2 years. XXXX XXXX they called me.'

Company response to consumer: Closed with explanation