Consumer complaint received 2017-02-27 00:00:00
Product: Mortgage — Home equity loan or line of credit
Issue: Loan servicing, payments, escrow account — 
Company: JPMORGAN CHASE & CO.
State: FL

Complaint narrative:
In XXXX I applied for modification of my primary home loan with Chase and inquired about modification of my HELOC at that time. I was first told that the HELOC would automatically be modified after the primary was complete. That was not the case. I called back and was told I needed to submit the very same documentation for modification of the HELOC as I did for the primary. After I did they denied modification of the HELOC. 
On XX/XX/XXXX I called Chase HELOC for options to lower payment from {$770.00} I was told I could unlock my XXXX % interest rate to XXXX % and I would have to pay an unlocking fee in the amount of {$1000.00} which was XXXX % of the original loan {$100000.00}. 
I asked if I did the unlocking what would my new payment be going forward and I was told {$530.00}. 
I then asked to have the form faxed to me and to be transferred to the refinance department. 
I did not follow through in returning the documents at that time. 
The month of XXXX I called Chase to request the unlocking documents again and I was again informed about the unlocking fee of XXXX % of the original loan. 
Also I was told the documents could n't be faxed so they promised to mail them. 
After a few weeks I called back to inquire about the documents I was promised and was sent to a local branch to retrieve them. 
XX/XX/XXXX I signed and faxed to Chase the unlocking document. 
Based on a letter I received from Chase explaining I would be able to draw from the HELOC I called to inquire about that and was told I could not draw because I had filed bankruptcy and when I refuted that information I was then told my home value had decreased. At that time I asked to speak to a manager who also stated my home value would not allow me to draw from the HELOC, however, she would check the appraisal system and get back to me. That was an epic fail because she made several attempts to call my home phone while I was out of the country even though she was given an alternate number to reach me and she never answered her phone when I called her. 
While still out of the country I logged on the Chase 's website and it indicated my XXXX payment will be {$2000.00} I immediately called Chase and told them do not deduct any more than the original amount of {$770.00} from my account until this matter can be cleared up. 
I called again and was told after some research I would get a call back in two days even though I was out of the country. That person called me back and put me through to XXXX. I told XXXX I did not want to go forward with the unlocking and do not deduct the {$1000.00} unlocking fee from my account and she told me it was too late to stop it from being deducted but they can refund it. The call disconnected, she did not call me back and I did not know how to reach her. 
Once I returned home I spoke to a Rep who read to me the notes XXXX left and said it ended with her stating the {$1000.00} will be refunded. He put me through to escalations and of course they were going to do another research and call me back. 
Finally my wife called and asked for the president 's office and was transferred to XXXX in escalations who did more research and called my wife back to say the initial conversation I had with Chase XX/XX/XXXX indicated the Rep explained to me XX/XX/XXXX will be the draw period and my payment will be {$540.00}. My wife told her the only {$500.00} amount we heard from the Rep was when I asked how much my payment would be going forward. Also since the unlocking document was signed we have called on many occasions to ask what our new payment would be and no one could tell us. It was then when XXXX told her the payment will be XXXX % of the current principal balance. My wife told her that was the first time ever we were told that not to mention we have not received any documentation stating such. 

SEE COMPLETE COMPLAINT IN ATTACHMENT

Company response to consumer: Closed with monetary relief