Chasing a NIGHTMARE

[blueberry4]

Here is our story with Chase, sorry it’s so long, but it definitely shows how no one knows what the other is doing!!
Mortgage - $188,000
30 years fixed @ 7.75%
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· Husband is self-employed, 2006 we became 3 months behind because business was slow.
· Since then, we have made 1 payment every month like clockwork…but, there is not enough money to put towards the back payments and probably never will be, we make just enough to barely get by!
· Early 2007, I was told by a Chase rep that if we continue to make payments every month and show that we can continuously pay on time, Chase would be able to help us by getting rid of the late charges and appending the late payments onto the back of the loan. Continued to make payments every month while the late charges just keep adding up.
· 2008 – More of the same…Keep making payments, late charges added up, and no help!!!
· May 2009 – Discussed my financials with a Chase Rep over the phone and they were going to see what they could do.
· Mid May 2009 – Got a call from a Chase Rep, “You have been APPROVED for a loan modification under the new Obama Plan”. Tears of Joy…Literally!!! The rep told me that the $1074 WOULD be my new payment, give or take a few dollars. All I had to do was make the trial payments, send in all of the necessary documents. After the 3 month trial period they would wipe away the late charges and append all late payments to the loan…Too good to be true!!! It was, I should have known better!!
o Old payment $1768
o New payment $1074
· May 28^th 2009, received Trial Mod papers in the mail. Promptly signed the agreement and mailed that back, collected all documentation and faxed in.
· June – Made 1^st Trial Payment $1074
· July – Made 2^nd Trial Payment $1074 – mod is still in the works
· August – Made 3^rd Trial Payment $1074 – mod is still in the works
· Mid August – Called to check on Loan Mod, more paperwork needed, collected & faxed.
· September – Made 4^th Trial Payment $1074 – mod is still in the works
· Early September – received a letter from an attorney, your house is in foreclosure! Must be a mistake, no biggie…Then I thought I better call and just double check. Called the loan modification department and was told I had the wrong department, they would transfer me! Chase Rep picks up and I ask what dept am I speaking to “Loss Mitigation & Active Foreclosure”…HUH?!?!? I explain to her that we are currently going through a loan modification. She tells me that “you broke your trial agreement by not making payments”, again, HUH?!!? I told her, “I made them and I have the proof!”…She investigates it a little further; she and her manager discover that when the original loan mod was started THEY NEVER CODED THE LOAN PROPERLY!!! So, it has looked like we weren’t paying a full payment each month and they sent us to foreclosure!?!?!? She gave me the name and extensions of the two people that were going to re-code the loan for me, one was a rep and the other was her supervisor. I was supposed to call back in 48 hrs to make sure it was re-coded.
· 48 hrs later…call rep…voicemail…Left message, called supervisor…voice mail said that today is August 3^rd and I’m in the office, HUH???...left message.
· Same thing for 5 days…finally called the main modification number and they wanted to transfer me back to foreclosure (obviously it wasn’t fixed yet). The NICE rep gave me the name and ext of the supervisors, supervisor. Started calling both of them and leaving messages every day. Never to this day have I heard from anyone!
· End of September, called the main loan mod number and they informed me it was coded correctly and they were STILL working on it.
· October 5^th - Made 5^th Trial Payment $1074 – Mod is with the underwriter, call back in a week…Yippee!!
· October 12^th – Called Loan Mod Dept…Mod is still with underwriter, call back in 2 weeks
· October 19^th - Called Loan Mod Dept…Mod is still with underwriter, call back in 2 weeks
· October 26^th – Called Loan Mod Dept…Loan Modification has been DENIED “Hardship not permanent”, and then I was informed that this decision was made on OCTOBER 6^TH. I had talked to two people since then and was never informed. I was then transferred to a collection rep and he informed me that the Chase Loan Modification Dept was suppose to be crediting your account like you made “Full” payments during the Trial period. Transferred back to the loan mod dept, gave “INFO”, and explained what I was just told. She didn’t know anything about it, put in a message to her supervisor…call back in 24 hrs and check status. And, as of today, October 29^th I still have yet to receive anything official from Chase about being denied?!??!
· October 27^th – Found Loansafe.org…OMG!!! If I had only known!
Called Loan Modification Dept to check on status…loan is still coded for Loan Modification. WTH?? Explained what I was told to the rep, to which he informed me that I COULD have been making the full payment during the Trial period and didn’t have to pay only the Trial amount…NICE!!! I was then transferred to 4, yes 4 different areas and had to give my “Information” to everyone of them…Name, Address, 2 phone Numbers and last 4 of my social!!!!! After all that, NO ONE WOULD HELP ME!!!!
· October 28^th – Called loan mod dept., gave my “Info”…I am in the wrong department, go figure! Transferred to another dept…gave my “Info”, asked “What department is this?”…Loss Mitigation/Active Foreclosure!!! Spoke to a VERY NICE rep, explained EVERYTHING to her, she couldn’t understand why we were denied??? Told me to hold for a moment, came back and said she was transferring me to someone who could help. A moment later “Hello Mrs. X, this is Doug”…CLICK (disconnected!!!!) Called back the Loss Mitigation/Active Foreclosure dept and got some “B”, had to give my “Info”, I asked if it was possible to be transferred back to the woman I was speaking with…”Do you have a name & ext number?”…NO! Cannot transfer me without that, I say I’m sure it is noted on my account who I was talking with. She tells me the names and asks me what she can do for me? I explain everything AGAIN, basically she doesn’t care. I asked if she knew which Dept. Doug was in. She says, yes, he sits right across from me.
OK, can you please transfer me (obviously, the woman before filled him in on my situation)? The “B” tells me, “Ma’am, as I told you at the beginning of the conversation, I cannot transfer you without a name and ext.”…to which I promptly hung up on her!!!!

NOW WHAT DO WE DO???

[Evan Bedard]

Hi Bluberry4,

NO! Cannot transfer me without that, I say I’m sure it is noted on my account who I was talking with. She tells me the names and asks me what she can do for me? I explain everything AGAIN, basically she doesn’t care. I asked if she knew which Dept. Doug was in. She says, yes, he sits right across from me.
OK, can you please transfer me (obviously, the woman before filled him in on my situation)? The “B” tells me, “Ma’am, as I told you at the beginning of the conversation, I cannot transfer you without a name and ext.”…to which I promptly hung up on her!!!!

NOW WHAT DO WE DO???

WOW that is so ridiculous I can't even believe it.. OH wait thats Chase for you.. They are one of the most unorganized lenders around. Email the CEO of Chase right away and let him know what is going on:


CEO in executive office at chase
Jamie Dimon jamie.dimon@jpmchase.com

[darlyj]

There are a lot of people that you can contact to complain about this. That is absolute and total BS. Isn't "Chase" a fitting name for this corporation? Try complaining to your congresspeople, BBB, and anyone else you can think of. There is a ton of information on who you can shoot complaints off to and possibly light a fire under someone. Good luck to you!

[darlyj]

Sorry for the typo....the mind got a little ahead of the fingers. I meant to type that there is a ton of information on this forum as to who you can contact. Sorry 'bout that.

[rachel_p]

Definitely read through this form. Such valuable information here.

Evan gave you Mr. Dimon's contact info. Email him. That will get you hooked up with a member of the executive resolution team. That way you can at least talk to the same person every time. However, it still goes slow, and there is still a lot of "the left hand doesn't know what the write hand has done". But at least you can keep *some* of your sanity knowing that there is ONE person there that knows your history.
The worst part is having to explain everything over and over and over and over.

[justtoomuch]

That sounds like our story... only, we've been going on for a bit longer and Chase accurtly sold our house on forclousure and then recinded the sale.
We have now decieded to hire an lawyer and hopefully he can help us through this mess.
Good luck to you!

[blueberry4]

Emailed Jamie Dimon yesterday, got this email this morning:

Thank you for the recent e-mail that you addressed to Jamie Dimon, Chairman and Chief Executive Officer of JPMorgan Chase & Co.fficeffice" />>>
>>
Your concern regarding your home loan trial modification and the customer service experience that you described has been referred to our Chase Home Finance Executive Resolution Group to be researched and addressed. Please expect one of our staff members to contact you within 1-2 business days, if they have not already done so.>>
>>
We appreciate the opportunity to research this matter.>>
>>
>Well see what happens????>
>I'll be happy to deal with one person, who HOPEFULLY, will LISTEN to what we've got to say!!!>

[Outddorsy1]

Blueberry,

The EXACT same thing happened with me and Chase. I paid as requested, they messed up the trial mod, and sent me into forclosure. Since then I get the non-stop run-around "no can't transfer you" stuff...you are a delinquent bad man, pay the full amount (plus some additonal fees) now and maybe we won't take your home.

I eventually filed a formal complaint. Still waiting for that follow up.


OD

[blueberry4]

Update to my nightmare....Sent this email to the person who said I would be getting a call from the Executive Resolution Group!!

Mr. Regul – I thought you might like an update on my situation….I STILL have not received a call from the Executive Resolution Group. I have, however, spoken to two separate collection reps. One on 11/2 and one on 11/3.
>>
The one on 11/2 informed me that we are behind 2 payments (7,xxx with late fees).>>
The one on 11/3 informed me that we are behind 4 payments (9,xxx with late fees). This person was rude and kept asking what my intention was with the property. DUH?? Keep it!! Then she informed me that we need to start making payments on the property, to which I informed her we have not missed a payment in over a year and a half! We just don’t have extra money to pay down the late fees and missed payments from 2 years ago!! Then she asked me if we thought about Loan modification….as did the other woman yesterday!?!?!?!?>>
>>
I sure hope you can feel my frustration and despair!!!>>

[Benilole808]

August – September 2009fficeffice" />>>
1^st Attempt at Modification: Denied>>
I applied for modification back in August 2009. I was denied a month later because I was told they did not receive all my documents. I swear I had faxed every bit of things they asked for. I also called every week and at one point every other day, someone always told me that they received everything they needed, just waiting for an answer. After I spoke with imminent default, they told me to refax current documents that were missing to re-open my modification>>
> >
September – October 2009>>
2^nd Attempt at Modification: Denied>>
On Oct. 29th, imminent default told me I was denied because my income was too low. I called the next day, Oct. 30th and someone else from the same department told me that I did not qualify because my income was too high (at $10,000.00) and that person actually went over my financials over the phone and told me that it did not make sense that they would put my income at $10,000.00 because according to what he was getting, it did not add up to $10,000.00. He told me to fax current documents to reactivate my modification.

October - ? >>
3^rd Attempt: ?>>
It was someone from Loss Mitigation that I last spoke with today. He basically shot me down, told me that I wouldn't qualify for modification because they were going to stick with what they came up with. I told him that my renters could not afford the rent and I had to decrease the rent in my financials in the most current documents that I had to fax for reactivation. He said it didn't matter, I would still not qualify.

I finally decided to talk to someone from HUD to get a second opinion because I was not getting a straight answer from the folks from Chase. Turns out that I qualify for the Making Home Affordable modification, I am at 38% (must have 31% or more to qualify).

Now I am working with a HUD counselor to assist with my modification. I hope this time around I get some real results. I'll keep you updated. Anyone have a similar situation and decided to involve HUD?>>

[Benilole808]

By the way, I am 3 months behind (Sept., Oct. Nov.) and I have called collections to see what they can do for me in the time being. They have set me up with a repayment plan that has brought me current. Will be paying regular mortgage payment in Nov. but from Dec. - April, I cannot afford the rediculous repayment amounts for those months. I will be pulled from repayment plan in Dec.. I was told I go back to being delinquent when that happens. I'm just doing all I can not to fall in to foreclosure. God Speed to all who are experiencing hardships of their own and with Chase.

[blueberry4]

Another update...STILL waiting for the Executive Resolution Person (Cornelius) to call me back, even tried emailing him. But, while I wait:
Nov 2 - letter from Post office to pick up certified mail
Nov 3 - Picked up 4, count them, yes 4, Acceleration Warning (Notice of Intent to Foreclose. 2 more in mailbox when I got home! It states that as of 10/28/2009 we are $9,887 behind (and I also got a "We want to help you keep your home" brochure & call us about a Loan Modification Letter)
Nov 5 - letter from Post office to pick up certified mail
Nov 6 - Picked up 4, count them, yes 4, Acceleration Warning (Notice of Intent to Foreclose. 2 more in mailbox when I got home! It states that as of 10/31/2009 we are $7,708 behind (and I also got a "We want to help you keep your home" brochure & call us about a Loan Modification Letter)
Nov 7 - Letter in mail - Insufficient Partial Payment...WTF??? As of 10/29/2009 we owe 9,041 and they need to receive any further payments via Western Union?!!?!?

Lord help me NOW!!!!!

[c150000]

blueberry4
i recived those letters this weekend myself?
have you recived them before today?
and did you call and ask about them? what did they tell you?
also are you on the hamp trial payment plan?
have you ever found out if you were denied or not?

[blueberry4]

Yes - I have received them before. No I haven't called yet to address them...I just don't have the strength or the patience right now. I was on a trial plan and was denied in October. Reason: Hardship not permanent. Notified over the phone, never received ANYTHING in writing!! I am currently dealing with the ERG, which I feel are just pacifiers, but we will see!! Did you call on your letters? What were you told?

[caldwellb02]

I think Chase did a major major mailing at the end of October when they finally finalized the switchover from WaMu. Were all of you who got these letters former WaMu customers?

[caldwellb02]

The Chase executive Resolution team, to my knowledge, has no power other than as facilitators. I have gotten a couple of things resolved with their help (like non-payment of the insurance they should have paid because I have an escrow), but the Exec Team can't make any decisions about your loan. That said, when they were working with me (they won't talk with me right now because I am with NACA), it was nice to have one real person to talk to - not the russian roulette of never knowing who would be on the other end of the line.

[blueberry4]

I have always been with Chase...LUCKY ME!! I was 3 payments behind when I started the Trial Mod and now that I have been denied, they are telling me that I am 4 payments behind!!! I'm so drained of this WHOLE process!!!!

[c150000]

BLUEBERRY4 : is your loan fannie mae....? HAVE THEY OFFERED YOU ANYTHING ELSE?

CALDWELLB02: NO MY LOAN IS FANNIE / CHASE
ive called sevral times each time i get a diffrent answer,
oh letters or computer generated , your fine, no your loan goes into
foreclosure while on the plan. and sale date held was the last answer.
there are not supose to send this letter or put a fannie mae loan in foreclosure
if it was not there when the trial started !!
of course still waiting for a call back from fannie mae..........
and ex res group ect ect

[blueberry4]

No Fannie Mae - Chase held only...And NO they have not offered ANYTHING else. They are leaving us out to dry!!!!!!!!

[c150000]

blueberry4
ok so let me get this straight, reading the boards makes me dizzy........
so you were on the hamp trial for sure right? had the logo on it ect ect?
you paid like 5 payments then were denied,,,,no letter just verbal?
in october.........and you have not got help since?
when you do call you get the loss mit/foreclosure dept...did you make sure with them there is no sale date?
have you called fannie mae at all yet?

[blueberry4]

All is correct. Sometimes when I call I get Loss Mit/Foreclosure and sometimes I just get collections. It depends what my account says at the time. The amount we owe seems to change daily according to them.
No - I have not called fannie mae...I didn't think I could if my loan was not fannie mae owned.

[c150000]

ok i thought you had said you were fannie mae, if not calling then wont help

[blueberry4]

Quick update...Been dealing with ERG and was just told to send in "Homeowners Information Packet" AGAIN, last time I think I was up to over 100 pages faxed. He will then forward onto Loss Mitigation for review? My husband is self-employed, is there some "magical" formula that they use or look at to get you approved?

[litehouse01]

God only knows............no telling what magic formula is in Chase's crystal ball..what is ERG telling you is there hope or there are no garuntees what are they saying exactly? I am working with ERG also I was denied after 4 trial payments

[blueberry4]

He just told me that Loss Mitigation is going to Review our documents, he cannot make any decisions, he is basically just the go between so I don't have to deal with all the BS, which is fine with me!! Hopefully, something will come out of this go around????