Consumer complaint received 2024-09-13 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: NC

Complaint narrative:
To whom it may concern, I have a mortgage account with Chase. I was granted to have my account be deferred with forbearance. I communicated throughout the forbearance weekly, to months with different representatives that called me. During the forbearance, inspectors came to my house, took pictures and made assessments. I did not consent or ask for my home to be inspected. Doing such act from the banks became very stressful to me and my family. I called the bank and told a representative to not send anyone to my house to take pictures and assess. After that demand, inpectors stop coming to my house. I continued to speak with representatives weekly to months about my hardship. During the first week of XX/XX/year>, I spoke with a representative and was told, in order to prevent my home from going to forclosure, a partial payment of {$5400.00} approximately or the full amount {$8300.00} approximately were to be paid before XX/XX/year>. 

On XX/XX/year>, I called in to make a partial payment in the amount of {$5400.00}, however my payment was not being accepted. It was said that a foreclosure became active. I explained what was told for me to do to prevent my account from being a threat to foreclosure. The representative was very nasty, rude and didn't handle my explanation well. I requested to speak to her manager. I was then transferred to the escalations department, in which XXXX took on my call. He stated to me, " ... rest assured my issue will be handled and that his colleague will be written up for being nasty, rude and unprofessional to me. '' This is all happening on XX/XX/year>. I explain the issue to XXXX and it was told that the calls need listened to. I specifically asked him " ... how long will it take to hear the conversation between me and his colleagues because I do not want any fees to occur upon XX/XX/year>. '' It was told to me that since my issue is under investigation, no fees will take place. It was said then that it will take 3-5 business days. XXXX reaches back out to me almost 2 weeks later and stated that nothing was said about partial payments or full payments being said to me in the conversation transcript. I ask if I can hear it, he said due to their policy and regulations, that I can't listen to conversation. He then gave an option to listen to a later date. Which he then said, it will take 3-5 business days. Since XX/XX/year> to late XX/XX/year>, I been getting the run around with different representatives, in different departments. After speaking back with XXXX, a resolution came into play for payment and I was transferred to a representative to make a payment. 

At the time of being transferred, funds of what was needed to pay was not fully available. This is due to my mother not being on the phone to make a payment with me at the time. It was ask, how much I was willing to pay, I said the partial payment of what was told to make, via {$5400.00}. It was accepeted and the representative stated to me that a partial payment can be made with my mother. I stressed and asked the representative numerous times, " are you sure I can make a payment and there will be no problems when making the attempt with my mother. It was clear from the representative that I can make a partial payment and that my mother will need to be authorized by me during the call. 

When calling back to make a payment with my mother, another representative staed that I cant make a payment. Which XXXX then had to listen to the phone conversations. By then, I decided to record converaations, to show proof to all these hearsays that can't be heard on their transcripts. After telling XXXX that I have everything recorded, he then tells me that it was revealed that payment options was told to me the first week of XX/XX/year>. However, he now has to listen to the transcrip of what his colleague stated to me on the phone about granting me and my mother to make partial payment ( which takes 3-5 business days ). After listening to the conversation transcript, XXXX calls me back with news that it was said from his colleague that a partial payment can be made. 

I made a payment of {$7000.00} instead, and continue to pay up to being current with the financial help given from my mother. After payments were made, my account suppose to be current. It magically show fees in XXXX for a forclosure/bankruptcy/attorney cost - disbursement for {$30.00} An attorney/court - disbursement fee for {$900.00} ... and another attorney/court- disbursement fee for {$770.00} Whereas XXXX stated to me that no fees are to be charged ( due to my issue being underview ). He stated to me that his manager XXXX will call me 24-48 hours to resolve the issue of fees that shouldn't be on my account. However, his manager didn't call me. Another manager called instead, stated that the fees can not be taken off. 

This is where my complaint comes in. I have hours of recording to show proof of what was said to me. XXXX even admit that he stated that no fees are to be charged on to my account. However, fees are charged to my account. There was no explanation to why the fees that occurred, cant be credited back. I told the manager, I will get an attorney involved to handle this matter. Which i was told about consumer finance complaint. I am now seeking help to file a complaint against Chase. I am enclosing screen shots to my call log of proof to conversation being made on XX/XX/year> and the proof to charges being made to my account, but yet, it was told that I will not be charged any fees from XXXX in the escalations department

Company response to consumer: Closed with explanation