Consumer complaint received 2024-06-25 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 a mortgage that originated with XXXX XXXX XXXX. It was sold to Chase Bank. I received letters in the mail that Chase had acquired my mortgage. Then I got a letter in the mail that XXXX XXXX XXXX XXXX XXXX purchased my mortgage. Then I received another letter that Chase is just the " servicer '' of the loan. 

I have reduced pay for a few months and am struggling to make my bills. So I called Chase to discuss forbearance or deferment for my existing mortgage for XXXX and XXXX to help me get through this difficult financial period as a woman who just bought a home at XXXX last year with a XXXX. 

The woman, named " XXXX '' on the line straight out lied to me on the phone and said " We do not have these options at Chase ''. This upset me as all mortgage companies have relief programs to help struggling homeowners. So I asked to speak to a supervisor. She also told me the same false information. They also are illegally asking me to use PDF XXXX which is no longer free software to use and a third party to fill out a from asking for relief. I asked for the regular online form without this software and they said we don't have it. I do not bank with Chase and do not want to. I do not physically go into banks. I do not own a home phone or fax machine. They are using antiquated technology such as fax from XXXX when literally everything can be electronically signed with XXXX and other electronic signatures knowing this will create a hardship for customers to physically have to locate a fax machine or find a Chase branch with hours available for public, which are rare. 

So I demanded to know who my actual mortgage owner was, and they gave me a hard time and took forever. I looked up on XXXX XXXX website and it stated they do not own my mortgage. So I asked Chase who did and they said XXXX XXXX. I got off the phone with them and called XXXX XXXX I spoke to a XXXX. She stated that XXXX XXXX does have forbearance and deferment programs which I saw online too. Chase flat out lied and never told me these programs exist. 

I was told that I qualify for forbearance for XXXX months and that Chase will process it. Today, a XXXX from XXXX XXXX called me and said they do have the program and Chase needed a real good reason to deny me which again is different than what the other woman said from XXXX XXXX yesterday. 

So I am formally requesting that Chase be reported to the federal government for lying to a customer which is fraud. I am requesting that Chase is no longer my servicer through whatever process necessary for committing fraud and lying about products that could help me stay in my home and not lose it. 

I am also requesting that the CFPB discuss with Chase the laws about not lying to customers and working with them to help them qualify for programs meant and intended for people like me. I am also wanting all government agencies who read this for data purposes to know how Chase behaved in an era where so many people are struggling financially with soaring inflation. I am also wanting to have Chase reported to all existing state and federal agencies that oversee mortgages to make sure they are in compliance with how they are treating a woman with a XXXX over the age of XXXX in XXXX protected classes. 

I am in danger of losing my home I just bought 1 year ago because Chase is making it difficult on me. This is illegal, unethical and morally reprehensible for a company to treat me this way. Here is a link to prove that XXXX XXXX has a forbearance plan. 

XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX 

According to the plan it states : " Forbearance A plan that allows for reduced or suspended mortgage payments for a designated period of time. '' " Length Up to six months with the initial offer. Extension ( s ) may be granted thereafter. Shorter terms with extensions of the forbearance may be beneficial to the homeowner. '' So Chase lied about this program to me as well as a supervisor after. 

I am requesting that every single government agency that oversees mortgages process my case so Chase is held accountable. I just got off the phone with XXXX XXXX and they said their next move is to speak to Chase to process this. Or have a good reason why they will not help me struggling as a woman with a XXXX over XXXX. I am also reporting them to the government for lying to me. 

Action requested : Put me in a forbearance for XXXX and XXXX of XXXX and work with me after to either put the payments in deferment on the back of the loan or make a payment plan where I pay extra each month starting in XXXX to pay back the two months in forbearance. This is a normal and reasonable request that Chase should have no problem fulfilling for a woman with a XXXX over XXXX. Please send this case information on to the federal government for oversight on mortgages.

Company response to consumer: Closed with explanation