Consumer complaint received 2026-04-15 00:00:00
Product: Mortgage — Home equity loan or line of credit (HELOC)
Issue: Struggling to pay mortgage — Foreclosure
Company: JPMORGAN CHASE & CO.
State: IL

Complaint narrative:
CONSUMER FINANCIAL PROTECTION BUREAU ( CFPB ) COMPLAINT Subject : Wrongful Loan Acceleration, Refusal to Accept Payments, Failure to Provide Loan Documentation, and Deceptive HELOC Practices Complainant : XXXX XXXX, XXXX XXXX ( on behalf of borrower : XXXX XXXX XXXX ) XXXX XXXX XXXX XXXXXXXX Company : JPMorgan Chase Bank, N.A. ( successor to XXXX XXXX, XXXX. ) ISSUE TYPE ( Select in CFPB Portal ) : Mortgage Home Equity Line of Credit ( HELOC ) Problem with loan Trouble with payments/ Incorrect balance / Servicing issue SUMMARY OF COMPLAINT ( CRITICAL SECTION ) : After the borrower passed away in XX/XX/XXXX, I, as her successor, attempted to continue making payments on the account. I notified the bank and went in person to make payments but was refused at the teller. I also contacted the bank by phone and was again told I could not make a payment. Shortly thereafter, the bank accelerated the loan and initiated foreclosure proceedings. The bank is now attempting to enforce a loan it refuses to accept payments on and has failed to provide the underlying loan documentation or a complete accounting. DETAILED FACTS : 1. Death of Borrower and Notice to Bank o Borrower ( XXXX XXXX XXXX ) passed away in XX/XX/XXXX o I notified the bank and provided a death certificate o The bank closed her account and issued remaining funds 2. Attempt to Continue Payments o I informed the bank I would continue making payments o When I attempted to make a payment in person, I was refused o I contacted the bank by phone and was again told I could not make payments 3. Refusal to Accept Payments o The bank prevented payment despite my willingness and ability to pay o No clear explanation or lawful basis was provided 4. Acceleration of Loan o Shortly after refusing payments, the bank accelerated the loan o This appears to be a direct result of their own refusal to accept payment 5. Foreclosure Initiated o The bank is now pursuing foreclosure on the property 6. Failure to Provide Loan Documentation o The bank has not provided : The original promissory note Loan agreement with interest rate and terms Complete accounting of the loan o Only a partial or unrelated document ( agreement of anticipation ) has been provided 7. Unexplained and Inflated Balance o Original loan ( approx. XXXX ) : ~ {$24000.00} {$25000.00} o Payments made over approximately 24 years : estimated $ XXXX o Current amount claimed : ~ {$27000.00} The balance appears inconsistent with decades of payments and raises serious concerns regarding accounting accuracy and possible overcharging. VIOLATIONS ALLEGED : Refusal to accept payments from a successor in interest Wrongful loan acceleration Improper foreclosure practices Failure to provide required loan documentation Failure to provide accurate accounting Deceptive and unfair practices Possible unjust enrichment ONGOING HARM : Risk of wrongful foreclosure and loss of home Financial harm due to inability to make payments Emotional distress following borrowers death Continued enforcement of an unverified and questionable debt RELIEF REQUESTED : I request that the CFPB require the company to : 1. Explain why payments were refused 2. Reverse or suspend the loan acceleration 3. Cease foreclosure activity pending investigation 4. Provide : o Original promissory note o Full loan agreement ( including interest rate and terms ) o Complete accounting from origination to present 5. Correct any inaccurate balance 6. Evaluate whether restitution is appropriate 7. Confirm the rights of a successor in interest to make payments CERTIFICATION : I certify that the above is true and correct to the best of my knowledge. Date : XXXXXXXX XXXX XXXX ALSO ON XX/XX/XXXX I WENT TO CHASE BANK IN XXXX TO OBTAIN BANK ACCOUNT RECORDS AND TO CLOSE ACCOUNT AGAIN BUT I WAS TOLD BY MANAGER THAT THEY COULDNT CLOSE IT AND THAT I HAD TO CONTACT WHOM HAD CONTROL OVER

Company response to consumer: Closed with explanation