Consumer complaint received 2026-02-10 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Trying to communicate with the company to fix an issue while managing or servicing your loan
Company: JPMORGAN CHASE & CO.
State: MI

Complaint narrative:
Failure to Establish Loan Modification Necessity and Failure to Produce Proof of Disclosure Chase has asserted that I properly entered into a forbearance and loan modification ; however, Chase has failed to establish that my loan required loss-mitigation or that I was properly informed of the forbearance prior to execution of the modification. 

At the time the modification process was initiated, my loan was current and paid as agreed, I had never missed or been late on any mortgage payments, I had adequate income, and I maintained sufficient funds in my Chase account to continue making payments under the original loan terms. There was no default, no imminent default, and no documented inability to pay. 

To date, Chase has failed to produce any documentation showing that my loan qualified for or required loss-mitigation assistance. Specifically, Chase has not produced : any hardship affidavit or statement asserting inability to make scheduled payments any internal servicing notes documenting default or imminent default risk any financial analysis supporting the need for a loan modification any investor or Chase policy permitting loss-mitigation on a loan that was current and performing any documentation showing that I requested a modification due to inability to pay Absent such documentation, Chase has not established a factual or policy-based basis for placing my loan into loss-mitigation or forbearance. 

Additionally, Chase claims that a forbearance agreement dated XX/XX/year> was provided to me prior to execution of the loan modification. This is inaccurate. I did not receive any forbearance agreement or written disclosure prior to signing the modification. I only became aware of the alleged forbearance after execution, at which point I was informed that I had already agreed by signing the modification. 

Chase has failed to produce any objective proof of delivery of the XX/XX/year> forbearance letter, including : the method of delivery the address or electronic destination used the date of transmission any mailing receipt, tracking number, or electronic delivery confirmation servicing system logs showing the letter was generated and released for delivery Without proof of delivery, Chases position relies solely on retroactively imputing consent based on execution of the modification agreement. A borrower can not consent to terms that were never disclosed. 

If Chase can not produce documentation establishing ( XXXX ) that my loan required loss-mitigation and ( XXXX ) that forbearance disclosures were delivered prior to execution, then Chases servicing actions constitute inadequate disclosure and improper loss-mitigation handling. 

I respectfully request that the CFPB require Chase to produce the above documentation or confirm that such documentation does not exist, and to review Chases representations and documentation practices in this matter

Company response to consumer: Closed with explanation