Consumer complaint received 2024-06-26 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: MI

Complaint narrative:
I have been struggling with Chase who is my mortgage servicer not the mortgage owner. They refuse to help, have treated me as a person with a XXXX like human garbage and have played games with me nonstop to try to obstruct my getting forbearance for the months of XXXX and XX/XX/year> for my mortgage. It is against the law ( several laws ) for Chase to not have free access to an online form that is not in a format that requires a third party. PDF XXXX is not Chase. They require you to create an account and pay. I do not want a third party handling my paperwork for my mortgage and have expressed this repeatedly with Chase. 

I spoke to XXXX XXXX yesterday and they said under the Forbearance program that I am entitled to verbally apply over the phone for it with NO PAPERWORK. Chase is lying and telling me I have to fill out paperwork for the forbearance which requires none. So they had this woman call and leave a voicemail message and pretend to work there and she was immediately " unavailable ''. " XXXX XXXX '' who I believe was used as a ruse to frustrate me from receiving help, left an extension of XXXX for me to call her back BEFORE XXXX XXXX  today and when I called at XXXX : XXXX said on her voicemail she was on vacation now until the XXXX of XXXX. ( When XXXX XXXX called me he told a new story and said she had a personal emergency before going on vacation '' which begs the question, Why would Chase assign an employee to help me during a time of crisis who they KNOW is leaving for vacation? To frustrate me so I lose my home. I had to call the fake " executive office number '' which is not an executive office it is a customer service line as each person I attempted to get a supervisor from were not executive employees. They refused to help me and played games, knowing I told them I have XXXX which is greatly impacted by stress. They did not care. Never once did they attempt to treat me with respect and help me get the help I need. They are trained by Chase to give customers the run around so you give up. Chase does this on purpose as not NOT ONE EMPLOYEE WOULD GET ME A SUPERVISOR KNOWING I HAD XXXX AND NEEDED ONE DUE TO THE MORTGAGE DATE PAYMENT DUE. This is illegal and appalling ethically and morally reprehensible. 

I called back many times and not one employee would transfer me to a supervisor. 
I spoke to : XXXX. XXXX XXXX. XXXX XXXX. XXXX XXXX. XXXX XXXX. XXXX XXXX. XXXX XXXX called transferred me to the XXXX! 

And not one would transfer me for help with a supervisor AFTER I told them I had a XXXX. They did not even acknowledge I said I had a XXXX and were terrible employees. 

After all those attempts, I had to take XXXX XXXX  to calm down and then a sexist man named " XXXX XXXX '' called me and asked me redundantly if I had access to some form. He was right away condescending to me as a woman and told me " I WILL BE THE MAN YOU DEAL WITH AND NOBODY ELSE. '' I had told Chase I has not access to anything as they refuse to have a free online form a mortgage holder like myself can fill out. Again, it is illegal they are requiring customers to use a third party software like XXXX PDF which requires an account and payment. They are required by federal law for everyone, especially people with XXXX to have a free online from for us to fill out and ask for assistance. They do not. I am formally requesting that the federal government get involved and mandate they stop using PDF and XXXX as it is not free and requires an account. We need a real online form that is direct to Chase and no third party. If you do not have PDF ort XXXX you can not fill out the form. Imagine XXXX, vulnerable populations and people with XXXX being forced to physically go into a CHASE BANK to wait in their inefficient lines and have the use outdated FAX TECHNOLOGY to submit a request for help? This is what Chase does to frustrate customers to give up. 

I received a voicemail message as part of the runaround that Chase is doing to me. This woman either does not exist or is a front to say " Look, we called XXXX '' as a game. 

So XXXX XXXX was not helpful, right away condescending, arrogant and exist as if I am a moron as a woman. When I asked for his boss 's name, he refused as he was being sexist and trying to dominate me and said, " YOU WILL DEAL ONLY WITH ME. '' as if I am a piece of trash as a woman who will acquiesce to being dominated by a man. I WILL NEVER DEAL WITH THIS SEXIST MAN AGAIN. He was vile, smug and arrogant and had no compassion at all for a woman with a XXXX and I want his bosses name so I can report his abuse to corporate, which he refused to give, which is illegal as I have the right to complain about abusive behavior. I was so frustrated I hung up on him as he was abusive and causing me to become emotional and I am not having a XXXX because of an sexist employee. 
I am formally filing a complaint with the government for sexism and abuse of a person with a XXXX after all Chase has put me through and has never provided any help. 

I never want to speak to that sexist and ableist man again. He did not care nor even acknowledge that I had XXXX and spoke to me like a XXXX. I do not ever want that man to call me again as it will trigger me to have a XXXX. 

AgainXXXX XXXX XXXX holds my mortgage, and NOT CHASE. They are the " servicer ''. XXXX XXXX told me yesterday that the forbearance is over the phone and requires NO APPLICATION OR PAPERWORK. So Chase employees again lied to me. XXXX XXXX was smug, arrogant, and sexist to me stating " We do offer the form online '' after I repeatedly told him it is in PDF XXXX which I do not have. So he did not help at all. Then he said we will mail the form knowing my credit score is on the line as after 30 days it will hit my credit score and mailing me anything is unacceptable. I am not dealing with paperwork in the mail at a snail 's pace when my house is on the line and all of this is because Chase has illegally put a third party software online I do not have. 

So Chase needs to apply the forbearance under XXXX XXXX XXXX program I asked for and stop my credit score from taking a hit. So they want to take my house under foreclosure and are playing games with a woman with a XXXX who is a first time homeowner at the age of XXXX. This is how absolutely despicable Chase is. 

I want to state I have never has such a mess ever in my life in dealing with any process which Chase should be held accountable for. They never answer their phone, hire people who are TRAINED in subterfuge to frustrate you as a customer and refuse to escalate my situation as a person with a XXXX by a sexist " XXXX XXXX '' who I refuse to ever be abused by again. I do not have to subject myself as a woman with a XXXX to a sexist and bigoted man or a company who refuses to accommodate me as woman with a XXXX by simply using the XXXX XXXX forbearance program which requires NO PAPERWORK.

Company response to consumer: Closed with explanation