Consumer complaint received 2016-12-12 00:00:00
Product: Mortgage — Conventional adjustable mortgage (ARM)
Issue: Settlement process and costs — 
Company: JPMORGAN CHASE & CO.
State: CA

Complaint narrative:
In early XXXX 2016 I submitted my request for short sale consideration. My representative at the time was " XXXX XXXX ''. There are quotations around the name because I do not know if this is a real person or a name that is placed on these documents. Every time I have called throughout the initial phase of this process I have never been able to make contact with " XXXX ''. 
On XXXX XXXX, 2016, I received documentation from chase requesting additional information for my short sale request. The letter acknowledged receipt of the purchase agreement from my real estate representative. The letter identified that I needed to call regarding the documents I faxed over for short sale consideration. I called repeated times and could never get a hold of " XXXX XXXX ''. 
On XXXX XXXX, 2016 I received confirmation that my short sale confirmation was completed and approved. In the documentation it asked for me to choose a real estate agent. List our home at fair market value, complete a form and send with listing agreement. All of this was sent well before this date. I did not know why I was getting this document only to think that the documents I had previously sent were lost or destroyed. 
On XXXX XXXX, 2016 I received documents stating that my documents were being reviewed to see if I was eligible for a short sale ; contradictory to the letter I received on XXXX XXXX, 2016. This letter requested a copy of the seller 's financial documents and related documents, signed listing agreement ( already provided on or before XXXX XXXX 2016 ), copy of purchase/sales contract ( already provided on or before XXXX XXXX 2016 ), a XXXX settlement statement, and information about real estate commissions. 
Due to my repeated attempt to contact " XXXX XXXX '' with negative results I finally typed a letter and faxed it to XXXX and sent it via XXXX Mail. I never heard form " XXXX XXXX '' after these attempts. 
On XXXX XXXX, 2016 I faxed another letter asking " XXXX XXXX '' to contact me. The fax was sent to XXXX using the Chase fax cover sheet. 
On XXXX XXXX, 2016 I received paperwork offering me to participate in the short sale program. Was I not in the short sale program already? I was approved for it XXXX XXXX, 2016. I called and was not able to contact " XXXX XXXX '' and was told by another representative in the short sale department that my new representative was " XXXX XXXX ''. I was not able to contact " XXXX ''. The representative stated that my real estate agent needed to provide a copy of the sales contract, XXXX, XXXX Listing, and a buyer pre-approval letter. I told the representative that most of those documents had already been provided over a month before. He had no answer for me and recommended I contact " XXXX '' who has my file. I requested to leave a message for " XXXX '' on his voice mailbox, but apparently that does not exist in this department. The representative stated he would send a direct message to " XXXX '' to have him call me. " XXXX '' never called. 
On XXXX XXXX, 2016 I received another letter stating they recently received my request to review my eligibility for a short sale. ( This was approved on XXXX XXXX, why am I receiving this now? Did they lose my paperwork? ) On XXXX XXXX, 2016 I received paperwork stating they are reviewing my eligibility for a short sale but they need more information. Chase needed a copy of the purchase/sales contract, real estate commission information, and XXXX document. All this information was provided in XXXX. Once again inconsistent information was being requested. 
I called on XXXX XXXX 2016 and was told by XXXX XXXX that XXXX XXXX my new service representative. She also stated that information was sent via the " XXXX '' system to my real estate agent asking for a pre-approval letter, XXXX, proof of funds.

Company response to consumer: Closed with explanation