Consumer complaint received 2017-12-11 00:00:00
Product: Mortgage — FHA mortgage
Issue: Struggling to pay mortgage — 
Company: JPMORGAN CHASE & CO.
State: LA

Complaint narrative:
Chase is refusing to postpone my sale date, although they are in possession of a full package for loan modification review. This is a direct violation to the National Mortgage Settlement ( NMS ) of XX/XX/XXXX,  which prohibits the following abusive mortgage servicing standards. 

XX/XX/XXXX, NMS, identified various abusive practices being performed by Chase as well as other large banking key players which indulged in the same predatory practices as a whole. The wave of foreclosures exposed numerous problems : robo-signed affidavits that were turning up in foreclosure proceedings ; lost notes ; excessive fees ; dual tracking where banks would simultaneously pursue a foreclosure while telling the borrower that his loan modification application was still under consideration ; and the servicers generally not living up to their obligations as servicers. 

Chase bank has been in possession of modification request for assistant documents since XX/XX/XXXX. However they have refused to process these documents a continuously proclaim to still be missing items. The items which are expressed to be missing are mixed and matched, meaning if 25 pages are sent and 25 pages show successful transition, by the time the documents uploaded only 15 pages have completed the process. In particular, we have had to resend the same copies of rental agreements 6 times all of which show successful transmission via fax. Bank statements have been sent multiple times with the same results. 

Our account was purposely overlooked more than 11 times between the years of XX/XX/XXXX until now, with no reasons given as to why the loan is not qualified under at least the HAMP Tier II. This program is designed specifically for second mortgage properties. 
Our loan has also been transferred from multiple single point if contacts, which results in misapplication documents. Further the result of what may amount to thousands of documents during the duration of the request process from XX/XX/XXXX, has cost our family financial detriment. Also we have our mortgage account has been charged more than {$15000.00} in junk fees not to mention the compounded interest which has been applied to our loan unjustly. Chase has committed this type of illegal financial enrichment on multiple levels surrounding the servicing of our loan. 

Restriction on dual track foreclosure : Mortgage servicers are restricted from advancing the foreclosure process if the homeowner is working on securing a loan modification. When a homeowner completes an application for a loan modification, the foreclosure process is essentially paused until the complete application has been fully reviewed. 
Guaranteed single point of contact : Homeowners are guaranteed a single point of contact as they navigate the system and try to keep their homes a person or team at the bank who knows the facts of their case, has their paperwork and can get them a decision about their application for a loan modification.

Company response to consumer: Closed with explanation