Consumer complaint received 2026-04-20 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: AZ

Complaint narrative:
This complaint is against JP Morgan Chase bank. The bank put my joint mortgage account under forbearance plan without our authorization. I have names of employees that I spoke while trying to resolve this issue. At this point this is resolved, but I still wanted to put a complaint against the bank due to deceiving business practices and possible fraud. This started back in XX/XX/year>, when my husband and I inquire information about mortgage forbearance loan, we were looking into options and preparing for a medical procedure and my husband wasn't going to be able to work for a few months. When requesting information, we were instructed to apply to be able to go over options for us. We applied on XX/XX/year>, and received a call a few days after that. The only option we had is to reduced mortgage payments to {$100.00} a month for 3 months, and pay a lump sum after the 3 months, and that it wouldn't affect our credit score. We specified to the person on the phone that we would have to think about it but that most likely this wouldn't work for us since we might not be able to afford the lump sum at the end. On XX/XX/XXXX, we received a letter stating that they were enrolling us in the forbearance plan based on our incomplete application, to start on XX/XX/XXXX with a {$100.00} a month. On XX/XX/XXXX, we received another letter stating that they were cancelling automatic payments, but we continued making full payments through the month of XXXX and XXXX. At some point in XXXX we started a loan process with Navy federal and they informed us that due to the forbearance plan they couldn't proceed, we clarified that we never authorized this and they requested a letter that would state that. My husband proceeded and requested this from Chase in XXXX, the representative apologized and stated that she would generate a letter and mail to us and upload it in the document center but that never happened. On XX/XX/XXXX, I called on my day off and was on the phone with them for an over an hour with no resolution. They kept asking if I reviewed the agreement and I would repeat myself that I didn't for the simple fact that we never authorized this. They stated that they would have to escalate my call for a XXXX to return my call the following XXXX. XXXX came around and nobody return my call. Around XXXX that week my husband called back, while I worked from home and someone stated that maybe I was the one who authorized this without his knowledge, the person on the phone wasn't aware that I was listening and I did comment back that I never authorized this and she backtracked stating that both parties would have had to agree, she then stated that she would transfer my husband over to a manager but that never happened. On XX/XX/XXXX, right after my shift I received a call from a XXXX XXXX stating that we longer were under the forbearance plan and that she would provide that letter. She then stated that the application was the agreement, is that so, how is my incomplete application consider for this plan? This has caused so much stress in a time that we needed help and options. We were also charge {$100.00} to re-enroll in automatic payments. I did report this to credit agencies, this was reported in XXXX and XXXX but they never reported it to XXXX.

Company response to consumer: Closed with explanation