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Join Date: Sep 2009 Location: Northern NJ
Posts: 15
Nominated 0 Times in 0 Posts TOTW/F/M Award(s): 0 | Chase Nightmare
I applied for a modification of my mortgage with Chase in April '09, after having my salary cut substantantially since Nov. '08. I have made every payment on time. I did this because I knew that I would exhaust my savings at certain point and not be able to pay the mortgage .I was required to fax documents to Chase. I was told the process would take 2-4 weeks. As time went by , I tried to follow up with Chase to see if they actually had received all the necessary documents. I got the Chase run around -- one rep said they did , one that it was in underwriting- now the process would take 6-8 wks , then 8-12 wks .
Everytime I called I got a new story -- they were overwhelmed , didn't understand the gov guidelines, the gov guidelines changed every week,
they had to send their people to class so no one could process the files,
etc, etc, etc, ad infinitum. They either spoke from the "script" , or were downright rude. One asked me (quite angrily) "JUST WHERE DID YOU FAX THESE DOCUMENENTS???!!!" Duh --- the number on your lovely and touching website -- you know the one ,CHASE click on HELP FOR HOMEOWNERS...(sic)
Anyway , fast forward, since we are now in September. I received a standard recorded phone meassage in July , basically saying that they had received all the documents and they were being reviewed and basically "Don't call us , we'll call you"."
In Aug. I began calling again -- same nonsense, "it's in underwriting ", it's
not," "now you need to sign on line 6 again "you need to sent the same documents again because now they are out of date" --- I must have sent the same papers at least 3 times in one month. After sending AGAIN and senting copies via certified mail, I follow up and am told now that they can not process my file because according to my next Chase idiot " I am looking on the screen and you have a tax lien on your property"... My head exploded -as my taxes are paid through my mortgage . They collect $420.20 every month to escrow for prop taxes. I point this out to this rude and obviously ignorant creature , where upon she tells me that I ( not she) have to force(her exact words) the tax department to change what is in the screen , so that she doesn't see it as a lien , but as escrow -- Yes she really said this . Ok , so now I spend a day on the phone with the Tax department . I ask them , since they have been collecting $420.20 every month for almost two years WHY is there a lien on my property?????? Another Chase adventure including opening up what was called a work order to investigate this .I was told that she , the rep, didn't know what she was looking at and there was no lien - all prop taxes up to date . Now we have the next issue, since I own a condo , they now wanted a copy of homeowners insurance being up to date. When you own a condo, the MasterHomeowner Association holds the policy , not the individual owner. I contacted my Association to have this faxed to Chase . I was told, no problem , we do this all the time , just have them sent a request and we will send. WhenI tld this to my Chase rep --- the same person who put me through the tax lien insanity, she said , "We do not request anything , we DO NOT send faxes...." So stuck on stupid --- she won't budge , the HO Association won't send out without a request -Now , I try to find any one at Chase with a brain that works to resolve this --- I actually do(for Once!) and it is finally sent and confirmed as received .... FOR NOW.A week later I recieved my 1st letter from Chase saying that they need proof of insurance and if not received in 30 days that they wil be forced to close the file . THIS, AFTER THEY JERKED ME AROUND FOR 5 MONTHS
Meanwhile on 9/2 I was laid off from my job - this is the kiss of death but I didn't know it at the time. Chase dragged it's feet , purposely delayed by lies, nonsense, resending, etc - I had my Congressman write to them , I don't know if this helped or hurt . I got a call on 9/16 from the EXECUTIVE RESOLUTION Commitee. Miss M informed me that I was not eligible because I was unemployed and that it was a "temporary hardship",then she charmingly said"Well, you can sell your house..." Well , I was employed when I applied for this .
I was stunned -- , I desperately tried to do the right thing. I applied when I knew that my cut salary would not cover the loan. I continued to pay my loan in full and on time. I exhausted my savings to do this. How do I get this story out to the media?????
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