Consumer complaint received 2016-10-20 00:00:00
Product: Mortgage — Home equity loan or line of credit
Issue: Loan servicing, payments, escrow account — 
Company: JPMORGAN CHASE & CO.
State: VA

Complaint narrative:
In XXXX my husband died and all creditors were so notified. Chase would not allow me access to the HELOC account that they had apparently purchased in a bundle, nor would they speak to me. I have never been in a Chase bank. However I continued to pay all bills as my husband had done. In XXXX or XXXX XXXX men knocked on my door and told me I needed to vacate my home because it was in foreclosure. The men were dressed as sheriff deputies in tan shirts and brown pants. My only option was to sign for XXXX XXXX envelopes that they handed to me. There was no XXXX truck. There was no XXXX 's vehicle. When I protested that it might be improper to sign for a dead man, they insisted that I must. I caved, signed for a dead man, and was awarded the envelopes. 
Opening the envelope that was addressed to me, I compliantly endured XXXX or seven months of weekly phone calls from teenagers in a call center somewhere in this country where the name " Chase '' is pronounced " XXXX ''. They told me I must first refinance my first mortgage which had been purchased by XXXX XXXX. XXXX XXXX was happy to refinance me and did all that was " required '' by XXXX regulations. Sure, they were happy to help. Lowered my monthly payments with a brand new 40 year loan, extended the date of maturity to XXXX, when I will be celebrating my XXXX birthday in a home I will have been making payments on for 64 years. XXXX, now the kids in Chase 's call center could work with me. Another XXXX loan application with Chase, with at least XXXX copies of my dead husband 's death certificate faxed before getting the giggly and happy call from my " home preservation specialist '' offering me XXXX options. XXXX. Pay them {$50000.00} immediately, or XXXX vacate. 
Mind you, I had been making payments to Chase continuously, they blocked me from their website, and refused to send me a statement. 
I had a bleeding ulcer by this point, and told my teenage home preservation specialist not to call me any more. She seemed genuinely perplexed. I kept paying. 
In XXXX of this year I was again delivered XXXX XXXX envelopes, but this time by a real XXXX employee ' who knocked loudly left the XXXX envelopes at the door, as the real ones do. Inside my envelope they have now decided to offer me a 40 year loan with the lure of a 1 % finance rate - - the first year. In the name of all things decent and honest I must ask, how can this still be happening? They use words like " time is of the essence '' and continue to follow up with phone calls from children who have no idea what kind of predatory work they are doing. " Escalation Division ''? Illegible online accounting? 
This has been a nightmare for the honest woman that I am. It is a horror. 
I would send a copy of this to XXXX XXXX, but it is NOT funny. They will forever refuse to acknowledge my husband 's death, nor will they report the interest paid to my social security number. They continue to use his, so I will forever get annual IRS notices that I have claimed interest not due me. Thank XXXX the IRS does have bright honest people in its employ, who readily see where the problem has arisen.

Company response to consumer: Closed with explanation