Consumer complaint received 2024-12-04 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — Applying for or obtaining a modification, forbearance plan, short sale, or deed-in-lieu
Company: JPMORGAN CHASE & CO.
State: DC

Complaint narrative:
My mother passed away on XX/XX/year>. I contacted Chase Mortgage that week to notify them of the death. They requested that I send over a XXXX XXXX so that I may become an authorized user on the account and be privy to account details like existing balance. I sent the XXXX XXXX on XX/XX/year> via email to the Chase Life Events Team. I called again on XX/XX/XXXX to inquire regarding mortgage assistance as I learned that the account was past due beginning in XXXX ( For reference, my Mom got XXXX  in XXXX, was hospitalized on XX/XX/XXXX and died on XX/XX/XXXX. ) I was told that I needed to become an authorized user on the account and in order to become one I needed to provide my birth certificate. I sent my birth certificate on XX/XX/XXXX. I followed-up about a week later and was told that I am not eligible to apply for mortgage assistance as an authorized user and that I would need to become the Sucessor-in-interest. I was told that I need to complete an application as well as provide additional documentation that applied to my situation as indicated on the cover sheet of the application. In this case the situation that applies is " Death of a Relative ''. Since I already provided the the death certificate and the birth certificate I confirmed that the only documentation still needed a Letter of Administration ( showing that I am the Personal Representative of the Estate ) since my Mom died without a will and her estate ( which the house is now part of ) is in probate. After confirming this, I sent all documentation over via email to the Life Events team on XX/XX/year>. After not hearing back for about a week, i contacted Chase again to inquire about the Status of my application. I was then told that the application could not be reviewed until I provided a copy of the executed deed conveying the property out of my Mom 's estate to myself. I stated that the intent was to sell the property to satisfy the debts of the estate and so we would not be conveying the deed out of the estate. I was told that I the Letter of Administration would not suffice and that I had to convey the property out of the estate and become financially responsible for the property. Of note, I am requesting a short-term forbearance of the mortgage payments to avoid foreclosure while the property is cleaned out of personal items in preparation for listing for sale. Also of note, shortly after Chase was notified of the death of the borrower, they tried to transfer the mortgage to another company. I fought this all the way to the corporate office and stopped the transfer. I have attached a copy of the Sucessor-in-Interest application with the listed requirements. I called again today and was told yet again that I have to convey the title out of the estate. I was told multiple times that I need to become financially and legally responsible for the property in order to apply for assistance. I reiterated that I already sent over a Letter of Administration demonstrating that my Mom 's died without a will ( intestate ) and that I am the personal representative of her estate so I am legally able to determine what happens with all belongings in her estate ( including the house ). Therefore the " Death of a Relative '' applies. I kept being escalated all the way up and during my call and was repeatedly told that I must have the executed deed and become financially responsible for the property.

Company response to consumer: Closed with explanation