Consumer complaint received 2025-09-09 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Problem with a company's investigation into an existing problem — Difficulty submitting a dispute or getting information about a dispute over the phone
Company: JPMORGAN CHASE & CO.
State: WI

Complaint narrative:
I am looking for help from Consumer Finance, as I have tried all other routes. I am making a formal complaint against, Chase JP Morgan Mortgage. This is my second home loan with Chase, never having any late payment or issues whatsoever. 
The loan in question is for the address XXXX XXXX XXXX XXXX XXXX XXXX Sd XXXX and originated in XXXX of XXXX. We had kept timely payments and had zero issues with our mortgage until XXXX of XXXX when my husband was involved in a car accident resulting in a half our household incoming stopping, losing our business, needing to sell this home and I would have to be relocating to a temporary apartment in order to keep now the only source of income for the home. I reached out to Chase hardship and completed the steps to file for mortgage assistance in XXXX of XXXX. I was denied do to the fact XXXX was no longer my primary residence. However, that is incorrect. My husband stayed at this residence as well as my child. I would work at the apartment out of state and commute back to see and take care of them and the property on the weekends. I was living out of a duffle bag. I never received documentation of this denial ; I had called in to follow up on the status. When I did, I was informed it was too late to send in an appeal, but I could try or to start the process again. So, I did both. Submitted the appeal and started a new claim. The claim manager I had through this process at JP Chase was XXXX. He refused to speak to me as when confirming my identity, I provided my legal name XXXX XXXX, and he had my maiden name XXXX XXXX. I had already physically gone to the bank and provided the documentation to update my name. This communication barrier made things even harder. During the second attempt to confirm that I would receive mortgage assistance, I would still have to call into Chase and spend hours being transferred around and put on hold to speak to someone to get results and or next steps. XXXX I was told on a phone call that I was eligible, for mortgage assistance. The option my husband and I selected would be a 3-month deferral. Before any other steps were taken our house sold, and the loan assistance and disputes were all closed as Chase was paid in full. This resulted in Chase bank reporting 2 months of late payments on the mortgage that was set for mortgage assistance deferral. When I called Chase to confront them, they were not willing to hear me out or work with me as the loan was paid and completed. I sent in a good will letter explaining my situation to chase and they refused to act. I disputed the charges through the credit bureaus and was unsuccessful. I am looking for action to be taken as I was proactively working with Chase and was under the impression that I was approved for mortgage assistance and would not be impacted by having 60 days late payment on my credit for 7 years. Currently, I have no ability to get another mortgage as I have it listed as 60 days late ( Though approved for deferral. ) This has made it challenging for me to be able to get any type of credit and has significantly impacted my family. I would like to have consumer finance look further into this in hopes to get these late payments removed from my report.

Due to having the late payments on my credit, I have not been able to secure a new mortgage or get into an apartment. While going through our mortgage assistance we were also working closing with XXXX XXXX on our business debts as we had to go through their debt consolidation program. You will see a few late payments there before settling most of the personal loans with the sale of the home, in attempt to have a clean slate. We did attempt to reach out to the personal loan though XXXX XXXX  to resume payment, and or payoff and they informed us that they do not have that department and there is nothing they can do that the amount will be left on my credit as is? 

Chase is the primary issue, committing to proving assistance and not completing the action as they were paid out and closed off the case before making the correct adjustments to not report as late but deferred on my credit. The second issue is XXXX XXXX  not willing to accept any type of payment or settlement to remove from my credit. Thank you in advance for your attention to these issues. I hope to hear back soon and work closely with you to resolve our issues. 

XXXX XXXX

Company response to consumer: Closed with explanation