Consumer complaint received 2015-04-04 00:00:00
Product: Mortgage — Home equity loan or line of credit
Issue: Loan servicing, payments, escrow account — 
Company: JPMORGAN CHASE & CO.
State: CA

Complaint narrative:
In XX/XX/XXXX, we applied for the mortgage assistance program with Chase Bank, holder of our HELOC. Between XXXX and XX/XX/XXXX, we exchanged innumerable phone calls with our assigned specialists XXXX XXXX and XXXX XXXX in order to stay on top of the requests for documentation from us to support our application. Often we were contacted to provide duplicate documents because Chase processors misplaced our fax 'd documents. We even filled out the application twice at their request. It was unclear how long the process would take, but we persevered with the constant requests for more information for the underwriters. In XXXX, I went to Chase online to cancel autopay. I had planned to continue online payments, but did not want to participate in autopay. When I did this, I was prevented from using the online payment system at all. No Chase customer service person could explain why. I did not make payment in XXXX. In XXXX, I tried to make the account current by using pay by phone. The customer tech took my credit information to draw the funds and gave me a confirmation number. I noticed that 2 weeks later the draw had not occurred. When I called Chase, I was told that they did not have a correct acct number for the draw. We verified that the account # was accurate. So I authorized another pay by phone transaction in XXXX. Again, I noticed that no draw occurred. NO ONE is Chase customer service could understand or explain why the funds were not drawing ( and yes, I had sufficient funds in my credit union account ), and I assumed that it was because our account was under review for mortgage assistance and perhaps Chase was freezing transactions related to the account. That was my guess, but NO XXXX at Chase had any other explanation. In XXXX I was notified that we were not eligible for relief from the mortgage assistance program. We were told we could enter foreclosure or re-instate the loan by paying account in full by XXXX XXXX. We chose to re-instate the loan with those terms and paid amount due on XX/XX/XXXX. When we tried to make payment in XXXX, we found that we are not eligible to make pay by phone payments because of the problems we experienced in XXXX & XXXX, although we were not at fault for Chase 's failure to draw the funds in those XXXX & XXXX transactions. I do n't understand why a Chase customer was penalized for Chase 's incompetence. Furthermore, and most alarming, is realizing that our credit histories are marked for being 120 days late during ( XXXX ) for the time that Chase was unable to accept our payments. We are also being penalized for the bungling of our attempts to pay the mortgage while our account was under review for mortgage assistance. The marks on our credit histories are very damaging, and will affect our lives significantly. We applied for the mortgage assistance program as Veterans experiencing financial hardship. When we asked for help, we in return received an appalling and " too big to care '' customer service experience, followed by damaging marks on our credit. Chase had demonstrated extreme incompetence in the handling of our mortgage assistance request and to top it off they are going to slam our credit.

Company response to consumer: Closed with explanation