Consumer complaint received 2026-04-06 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — An existing modification, forbearance plan, short sale, or other loss mitigation relief
Company: JPMORGAN CHASE & CO.
State: TX

Complaint narrative:
On XX/XX/XXXX, Chase sent me a letter outlining a mortgage assistance plan that included a forbearance period from XX/XX/XXXX through XX/XX/XXXX. The plan required monthly payments of {$100.00} during this period, which I made for XXXX, XXXX, and XXXX. The forbearance agreement stated that missed payments were not forgiven and that I would be responsible for bringing the loan current at the end of the forbearance period. The agreement also provided an estimated balance of approximately {$13000.00} as of XX/XX/XXXX ; however, the forbearance period remained active through XX/XX/XXXX, and the agreement indicated that I could contact Chase at that time to discuss repayment or other assistance options. During the forbearance period, I received automated notices indicating that my loan was delinquent. I contacted Chase and was explicitly instructed to disregard those notices, as they were system-generated. I was also informed that my loan was actively in forbearance. As the forbearance period was ending, I contacted Chase multiple times between approximately XX/XX/XXXX and XX/XX/XXXX to clarify my payment obligations and timing for bringing the loan current. I specifically asked whether I had additional time after the XX/XX/XXXX date to complete payment without negative consequences. During these conversations, I was informed that I would have approximately 15 additional days beyond the end of the forbearance period to make payments without negative impact. Relying on that guidance, I made a payment of approximately {$4600.00} on or around XX/XX/XXXX. I then made an additional payment of approximately {$13000.00} on XX/XX/XXXX ( posted XX/XX/XXXX ), bringing the loan substantially current within the timeframe I was told was acceptable. Despite this, my account was reported to the credit bureaus as delinquent in XXXX and XX/XX/XXXX, including being classified as 60 days delinquent. This reporting is inconsistent with both the structure of the forbearance agreement and the guidance I was provided. The XX/XX/XXXX date referenced in the agreement was an estimate of the balance, not a payment due date, and the forbearance period remained active through XX/XX/XXXX. Additionally, I was explicitly informed by Chase representatives that I had additional time beyond the end of the forbearance period to complete payment without negative consequences. I relied on that guidance and made substantial payments within that timeframe. After discovering the delinquency reporting, I contacted Chase multiple times between XX/XX/XXXX and XX/XX/XXXX to request that the issue be reviewed and corrected based on the guidance I was given and the payments I made. Chase reviewed the matter and denied my request. During this time, Chase also issued a letter dated XX/XX/XXXX indicating approval of a deferral, followed by a XX/XX/XXXX notice stating that the deferral could not be completed, and a XX/XX/XXXX letter stating that my mortgage assistance request was canceled. These conflicting communications further contributed to confusion regarding my obligations. Additionally, Chase referenced internal notes indicating an expectation that I pay the loan in full by the end of XXXX, which does not align with the terms communicated to me or the documentation I received. I also requested access to the call recording to verify what was communicated to me, and I was informed that I would need to submit a subpoena to obtain it.

Company response to consumer: Closed with explanation