Chase Mortgage Reviews

The short sale process is in process though my request for a parallel deed in lieu process has gone nowhere. I've never been contacted about this and have received no further acknowledgment or contact despite having verified in person at a Chase Homeownership Center that the request was appropriately requested via Chase paperwork. Of the ensuing months of the short sale process, it's been more than a trial as we have to resubmit documents repeatedly. Each new person claims not to be able to see all of the successfully submitted information. Through the length of the process, we lost the original buyer but gained another until Chase had a huge wrench into the situation last week.

Now, they are claiming that I have PMI on my loan and need to submit $10,000 cash before they will even take the short sale package to the investor for consideration. Ironically, the investor is Wells Fargo. I've spoken to colleagues of my Chase negotiator because his voicemail box is full and will not accept messages nor will he return calls. In those conversations, his colleagues tell me that the $10K is due at successful sale, and should not be a gate to the taking the bid to the Chase investor for consideration. My negotiator insists he is correct -- $10K cash now or he will close my short sale file. But the biggest irony is the fact that per my loan papers, I don't even have PMI on the loan! Per my Chase negotiator, it became my responsibility to uncover the PMI problem.

I was referred to the guaranty company and in speaking to them discovered that they did not want to speak with a homeowner and were irked that Chase referred me, and the PMI was placed on account in May 2007 when I refinanced my house because it would be illegal to do so at any other time. Herein lies the problem. I refinanced with Quicken Loans in December 2006. Chase later bought my loan from them. At the point they bought the loan, they illegally applied PMI without informing me, let alone asking permission to attach something to my loan, etc.

So I'm now stuck in a situation they do not want to address. Chase is unwilling to move on this and acknowledged that they created the PMI barrier illegally. While I fully acknowledge being in a situation I never dreamed -- losing a job and income that enabled me to pay the mortgage I took out on that home -- I have done everything I could. From the moment I envisioned a problem, I placed my home on the very depressed market though received not one bid for nine months until the price was in the short sale range.

My realtor and I have worked with Chase in good faith through all of their options/remedies, no matter how imperfect or horrible the possible impact on my credit. I've tried to pursue all options Chase advertises and they offer as a result of the Congressional mandate, but honestly, they're not trying that hard, especially for people like me who do want to refinance their mortgage for one reason or another. In my case, I've been forced to move across the country for a job due to loss of wages in the CA economy and can obviously no longer live in the house.

It is highly likely that I will be forced into foreclosure since Chase is unwilling to acknowledge the problem they've caused in the current process. They have illegally inserted PMI onto a loan at a point other than loan origination. I will not pay the $10K fee merely to push my loan onto investor consideration and neither will the buyer, especially when the investor can ultimately say no to the offer. I will lose in this process, the potential first-time home buyer/owner trying to buy my house will lose and even Chase will lose. They will not get this price at auction if they let this go to foreclosure. So much for the government-mandated assistance that mortgage banks are supposed to be providing.

I am drained and cannot believe this company can keep doing the things they have been doing. A bank that robs the people not a bank that helps with their customers. I have asked, begged, faxed everything other than my dna and have no help. I send "trial payments" every month and they go to whatever. No answer. Just phone calls about 6 times a day on my home phone, my husbands, my work. I will be going for mental evaluation because I am sick over this. I have been hospitalized and lost work on and off since January of last year and have been going through this with chase to no avail. I believe they are stringing everyone along and in the end they are gonna tell me they can't help and I know my family and I will be homeless.

After much frustration, I went to the local Chase branch in Wales, WI where Kelley M. made a call in to the customer service department. We spent 1-1/2 hours on the phone with Kecal J. who reviewed all of my mortgage papers to determine if auto payment was set up. He confirmed that it was not. He also agreed to have the amount refunded once the Wells Fargo payment had arrived, since this is bad "economic times" and to refund the payment would place my account in arrears. The payment was due on the first of the month, but not past due until the 15th. I was told he would monitor my account and refund any overdrafts incurred as well. To confirm this agreement, I requested something in writing from him. He provided a confirmation number.

I then went to the Wells Fargo Bank in New Berlin, WI to discuss the situation with Robert C. who printed up my statement and said that Chase has your money already. It was deposited on Feb 1. I went to the Chase Branch in New Berlin, WI, and worked with Athena P., VP Consumer Banking. After reviewing the details of this, she contacted Kecal J J. via email, who replied that he had no record of our conversation, nor had any agreement been made. Athena then contacted his manager Rachel R. It was then verbally confirmed that the amount would be returned to my account via check (7-10 days).

This was unacceptable. We continued to contact Online Bill Support to confirm the error, which we were told verbally that this was not authorized. Athena was promised by one of the customer service representative from Chase Home Finance that this would all be taken care of via electronic transfer and that I would be given confirmation by that afternoon via phone call. No phone confirmation was made.

On Feb 3, I received an email from Kecal J. stating he would be reimbursing my overdraft fees but required a bank statement. Shortly after a phone call mid-morning from Jovanie from the Research Department asking me to fax a copy of my bank statement so they can cut me a check for the overpayment I made of my mortgage. I quickly went back to the Chase Branch in New Berlin, WI and discussed this with Athena ***. She made a call to Rachel R. who told us that Shammika W. will be working with us, and she has all the information from Kecal J. Shammika did not want to hear our plight or accept the facts that this was an unauthorized ACH. She stated, "That would be illegal, ma'am." She reiterated her rehearsed lines and said all she can do is put a request through to have the Wells Fargo transaction refunded. She would not pay any overdraft fees or incurred fees due to this error.

Frustrated with the situation, Athena P. then contacted the Online Bill Support Center. We spoke via conference call with Adrian and explained our situation. Adrian confirmed the following, "Judith N. went on the internet 4-Jan-2010 and made a "one time transfer" for the January 1 2010 mortgage payment. It also showed she was active on the Internet site in mid January. Judith did not set up nor authorize any other transactions for this account. Judith did not authorize the Feb 1, 2010 payment."

When I requested proof of this information, he was unable to provide stating there is no way for me to print out this information to send to you. We kept Adrian on the phone and conferenced in "Greg" a manager in Chase Home Finance who listed to our issue and listed to the confirmation of Adrian stating this was a Chase error. Greg transferred our call to Martha S. Martha took all of our information and confirmed all fees would be paid via check and overnighted and the mortgage payment would be returned via electronic payment. The electronic payment takes 3-5 business days and that Shammika had already sent notification to the department in Ohio. Athena P. faxed over the statement we received from Robert C. at Wells Fargo.

On Feb 4, I receive a phone call from Martha S. who provided a Chase ticket number, her phone number/fax and her business hours restated all the following, "Electronic payment of mortgage payment will be made, all fees incurred due to this will be paid." On Feb 6, I received phone call from Martha. She has received confirmation from ACH Department that the transfer will take place on Monday and I should see it in my account by Tuesday. She has cut a check for a portion of the fees and it is being sent.

On Feb 8 at 5 pm CST, electronic payment of mortgage has been wired. On Feb 9, fee incurred in Wells Fargo account for wired fund. Phone call received from Martha that the fees will be covered if I send another bank statement showing the deposit. I have more details regarding exact times of the communication. Chase has only made verbal confirmation that this error was due to them. I have email from Chase Home Finance representative confirming overdraft repayment. This was a major hardship due to Chase's unauthorized transaction. It took all the money I had. I had nothing to live on for one week. I was unable to afford gas to drive my 72 mile daily commute, unable to purchase my blood pressure medicine, nor dog food. I was virtually left helpless. I have no disposable income.

Chase took my money illegally and kept it for 7 days, draining my checking and savings to $0.00 and causing 10 overdrafts to my accounts. Chase refuses to admit the fault in writing. I learned Chase set up my credit card as an auto payment for Feb 2010, which I have (hopefully) reversed. This was all done via their system and it was confirmed by their Online Bill Support representative that I did not authorize this. Confirmed twice with Online Bill Support on Feb 2nd and 3rd and witnessed by Athena P., VP Chase Retail Consumer Banking. This is a crime. This is illegal. They need to be punished for this. They have a huge convoluted front line which is impossible to gain resolution.

My husband and I are both on disability and our total income per month is 2300. Our home mortgage payment is 1200. We were told that it would probably be reduced to 800 which we could afford. Right now, we are getting ready to go into foreclosure. We have been calling them weekly but debt collectors call us almost daily. This has caused major stress/depression causing us to go on anti-depressants and see a psychiatrist.

They make it so difficult to talk to a live operator, adding late fees when their billing department is not doing its job is beyond frustration. To put someone in collection who is trying off their mortgage and not sending collection notices or final bill is not right. I feel since they made the mistake, I should not be charged any late fees or extra closing costs.

Next, I was denied again after waiting 4 months. The reason they gave my attorney was that I was supposed to continue making forbearance payments after the agreement ended. This not only did not appear on the agreement, but it was never communicated to me or my attorney, even though we spoke with Chase at least twice a week each for several months. It is entirely unacceptable that I was denied for reasons I could not control. Pure negligence on the part of Chase. I am at immediate risk of foreclosure for no reason. I am very concerned about my future.

On 22 January, after receiving my mortgage statement for the month of January, I had to call Chase Customer Service. The $3,600.00 principal payment, which I had received, had been applied as two interest payments for the months of January and February with only a tiny fraction of the original amount having been applied towards the outstanding principal balance owed. I spoke with "Natalie" who dutifully assigned me a case number (**), and who assured me that this matter would be resolved. Great.

Four days later, I received another statement for the month of January; however, this statement recorded the payment made on 15 January as the interest and principal payment for the month of March while making no reference to the issue of the $3,600.00 principal payment. Again, I have to call "Customer Service." On 26 January, I spoke with a service representative by the name of Deen (pronounced Dee-en). This fellow seems to have a pretty solid grasp of the issues involved; however, I never get to finish the call as my telephone died from having been on hold for what seemed like forever.

Again, I called back, but this time, I insist on speaking to a manager. This is where Randolph ** comes into the picture. Mr. **, after checking my account, recognizes the error, and acknowledges that the $3,600 was misapplied, and that of the payment made on 15 January $435.04 was also made as principal. Further, he notes that the balance owed should reflective a reduction of $4,035.04. No problem, the statement will be reissued. Finally! Light at the end of the tunnel.

This morning, Sunday, 07 February, a representative of Chase Bank called at 09:17H to advise us that no payment had been made against our account since December of 2009. Maybe we would do better. Forget it, after all, we are talking about Chase Bank. Our issues began on 11 January 2010 when I made a $3,600.00 payment against the principal balance owed on our loan.

Keeping in mind that the November payment was due the 19th, please review our payment history: 11/2- $500, 11/9- $300, 11/24- $5,114, 12/29- $2000, 1/5- $600, and 1/20- $250. I reminded the customer service agent that the November 24th payment was made well after the November due date, assuming that it would be applied to December. He rudely informed me that the "billing cycle" ended on the 24th, so that payment was applied to November making us late for our December payment, thus doubling our interest rate. I told him that I was unfamiliar with their said "billing cycle" and that it meant nothing to me. I was becoming quite angry at that point, admittedly.

I reminded him that we had never made a late payment and that during the months in question, we paid over $8500 to Chase. He said that none of that mattered and I then asked to speak to someone else. I was connected to a "Customer Service Manager" who was extremely abrupt and rude. I wish I had written his name down. I was told again about this "billing cycle". I asked how I, as the customer, would have known this information. He told me that as a credit user, it was my responsibility to know this information. I asked if they made it a policy to inform their customers of this tactic. He told me that if I was unsure, I should have called them and asked.

The conversation seemed to go down hill after that and frankly, I was so angry, that I only have vague memories of what all was said. I asked him what recourse I had as a loyal customer and was told that there was really nothing I could do other than close the account or pay the new interest rate. Needless to say, I closed the account. You should know that I have excellent credit. My credit score, prior to this, was 741. I will tell you again, we paid over $8500 during the last three months. Does that sound like a customer that is trying to weasel out of paying? I am so furious about this and about being completely at the mercy of these horrible business practices. I am not a "credit abuser" and have worked hard to get my credit where it needs to be. We've been ** and are being forced to just lay down and take it!

When I contacted them in Aug 2009, I was again told the same thing - that did not have my request or that it had been sent to the wrong department, even though I faxed all the paperwork to the number on their request form. So, I resubmitted everything again! Over the last few months, I have tried calling and talking to the person who was supposedly assigned to handle my modification request. No success at all. I either get transferred around from one department to another, the phone call gets disconnected, or the mail box of the person I need to talk to is full.

After letting it go through the holidays, on February 5, 2010, I tried reaching the Chase's modification department again. Guess what I was told - my information was now too old and needed to be resubmitted yet again. Chase is so huge you can't even find out who a supervisor is to complain to, or who to write to that is higher up, such as a VP in charge of lending. I am so frustrated with Chase and don't even know where to go or what to do to get help. Based on what I've experienced, I really feel that Chase has absolutely no intention of trying to help me modify my loan.

November 10, 2009, I received a letter confirming the cancellation of my November 20, 2009 withdrawal (please reference first paragraph when I requested the date change from November 13 to November 20, 2009). I called November 19, 2009 and at 1:26 PM Central. I spoke with Edith and she confirmed my payment would be withdrawn on the 20th and it was.

Received two letters from Chase dated January 4, 2010. One was a "we need to talk" letter and the other was an "Acceleration Warning (Notice of Intent to Foreclosure)". I called Chase on January 12, 2010 and spoke with Connie at 3:00 PM Central. She said there was nothing in my file about the conversation I had on October 20, 2009 with Kameisha. She said the $20 setup fee was a service charge on each payment withdrawn. She also said I had to call Chase each month and give them authority to make the withdrawal. None of that was told to me in October. Connie told me to bring my loan current through February, 2010. I would need to pay $2293.20 ($764.50 x 3 months -- December, January and February). At no time was there any mention that the payments covered October, 2009, November, 2009, December, 2009 and January, 2010. I was under the same impression I had in October that the payments under the FastPay program were for November, 2009, December, 2009, January, 2010 and February, 2010. After the call, I was comfortable thinking that I would be okay through February, 2010.

Received a letter from Chase dated January 12, 2010. It was the repayment plan agreement. However, it said I owed $2384.37. In the meantime, I had sent Chase a check dated January 12, 2010 for $2293.20 (the amount I established with Connie on the January 12, 2010 phone call). I spoke with Roy on January 22, 2010 at 9:47 AM Central. The check had cleared my bank on January 22, 2010. He said I owed $3.39 to be current through February (which would mean the October installment was not in question) and I made a $5 payment while on the phone through my bank (the minimum payment amount my bank permits).

Later, received a payment form saying I owed $765.53 (my regular payment) amount on February 1, 2010. Also, it had $115.43 for late payments. Spoke with Paula of Chase February 4, 2010 at 2:59 PM Central. She told me the November, 2009 payment was for the October, 2009 installation. That was the first time I had heard that. She told me that the first person was incorrect telling me that my October, 2009 installment would be put at the end of my loan. I was pretty upset. Paula said her supervisor, Mike, would call me that day or the next day. I have not heard from him.

I paid this latest amount, $880.96 ($765.53 + $115.43) electronically on February 4, 2010. I made the payment mostly because I am so tired of dealing with them. Unfortunately, without a full-time job, I cannot refinance my loan at this time. However, I will never recommend Chase to anyone. I would like to see the October, 2009 payment put at the end of my loan as I was first told (and was not told differently during my January 12 or January 22, 2010 calls with Chase). I would also like to see this February 4, 2010 payment be processed for the next closest subsequent month that this is settled and I would like to have my $115.43 late fees reimbursed.

After much research, I believe there is not really a person by that name. I called HUD help line and worked with them to create a budget and we tried to get someone on the phone for a conference call. We were cutoff! Finally last week, they told me they had someone review it and I was getting a new packet. The packet I received was the same offer I received in December based on an incorrect income. Again, I called this morning and Chase promised a call back today. No call. I am in tears with no place to go. My husband is a firefighter who recently (December) suffered a heart attack. I just want a reduced interest rate. I want to keep our house. Does Obama know what these guys are doing? Are they deliberately stalling this process to rack up interest charges?

My income has dropped during this recession and therefore my housing cost is over the 31% outlined by "Making Homes Affordable" plan. When I addressed this with Chase Mortgage, our current mortgage company, they would only assist me with a home refinance and would not look at any other type of relief.

I will not describe all the details of the past 9 months that have transpired. However, I will focus on the more immediate events. On April 16, 2009, I contacted Chase Mortgage to refinance our home mortgage. After several months, Chase finally had the documents ready for signing. On December 26, 2009, a notary (representing Chase) was sent to my home for the closing. Upon review of the HUD documents, my wife and I noticed discrepancies: $3,715.18 for closing costs and additional points being purchased to get an interest rate of 5.375%.

Throughout the past few months, I repeatedly told Chase that I did not have additional funding for closing and Chase informed me that our new interest rate would be with zero points. At the signing on December 26, 2009 with the notary, we declined to sign the HUD. The notary stated that we had two choices: sign the documents except the HUD or sign all the documents at a later date. We signed all the documents except the HUD. The HUD document needed corrections. At this time, the notary did not seal any documents in our presence.

A new HUD was sent via email on December 28, 2009 from Nations Lending Service. Upon review of the revised HUD, we again declined the offer and did not sign or return. I emailed and telephoned Chase on December 29, 2009 stating we did not accept their offer. Chase did respond to our email the same day. Under Federal law, we know that we have the right to cancel the contract within 3 business days, ending on December 30, 2009 at midnight. However, according to our documents, Chase closed out our mortgage account on December 26, 2009 and opened another mortgage account without our knowledge.

On January 4, 2010, we received an automated phone call from Chase stating that our mortgage was paid in full. I also received a document showing another mortgage was opened plus I received via mail the first mortgage bill for the new loan number. On January 20, 2010, we received a letter from Chase stating that the refinance did not close and our mortgage was reinstated. We also received documentation from Chase dated January 14, 2010 stating that our mortgage account was closed and a release of lien will be issued.

However, upon calling Chase directly, the automated service informs us that two mortgage accounts still exist. My credit and payment history with all utilities and mortgage have been in excellent standing. I am concerned that this process will be reflected on my credit report due to Chase Mortgage errors. I should not have to be penalized for Chase's mistakes for processing loan documents that were not completed. I want to ensure that this is not reflected on my credit report since we are still seeking financial help with our monthly mortgage payment. We are unable to obtain mortgage relief for the past 9 months due to the mess Chase Mortgage has created.

We called every week and every week we were told either it was not in the system or they needed another document. We must have sent the same documents over for 5 months. It took them 5 months to have a complete file of two tax returns, bank statements and a tax authorization. It was not a lot of information, but took them five months of asking for the same thing every week.

By month 5, we were finally given a temp. Modification. It was Wonderful, we could finally start paying our bills! It was a three month trial that was extended into five months. At the end of five months, they said we were denied a permanent modification because although we had no problem paying the $2,200 mortgage payment, they felt that we didn't make enough income, I was showing $6,000 a month and they want me to show $8,000 month. So we are denied, home is now in foreclosure!

We called the bank crying, after spending hours on the phone, being transferred to one person to another, we finally spoke to someone several days later only for them to tell us to pay $20,000 now. That all this time we paid the temp payment they added up the difference and now owe that on top of three months missed! If we had 20,000 in the bank we would not be in this situation!

We no longer receive a mortgage payment in the mail and just started mailing them as much as we could a month and re-applied for the modification. Again, we start the battle of them not having a complete package, which is the same package they denied us on. A month into this we are told we are qualified for another temporary modification, and they would send us the terms. When we didn't receive the terms, we called and now we are told that we do not qualify for a temporary modification payment, because we already did one, that we must continue in our adjustable payment until they make a decision. Which by the way we no longer receive a mortgage statement, so we don't know what that is.

After calling there and spending hours and hours on the phone, we are now informed that our minimum payment has now increased another 200 or so due to a review of escrows. So to summarize, we are making good money and can afford to make some sort of payment on the home but do not qualify because they want to see an extra $6,000 in our account after we pay our mortgage, who has that kind of money. I live for my house!

I'm trying to do the right thing but no one will work with us, they never have the information, you can never get anyone on the phone and now in a time of struggle when I'm trying to pay my mortgage you now increase my monthly payments? My husband and I are working seven days a week, it makes us sick just thinking about it. We don't sleep, my husband is losing his hair. It's emotionally draining.

I asked what else can be done. They told me to go to Chase.com and download some kind of document, fill out and fax them in and then my information will be sent to an analyst for further review and that I should receive a response within 2 weeks.

In the mean time they advised me not to pay my mortgage as a further past due balance would help me get a modification, so I didn't. Those 2 weeks came and past and no notice or contact again from Chase. I called to check status and they stated that information has been received and account is in review for modification and that I just have to wait longer and to check back periodically. This is roughly around July 09 now and through the whole summer I would call every 2 weeks or so to check status, and they gave me the same story every time, that it is still in review. On one random call, I asked how much longer it will take, and they stated it takes around 90 days to complete the review. I then asked why the one person said it would take 2 weeks and now its 90 days and of course that rep couldn't answer that question and stated that whoever told me 2 weeks shouldn't of and was wrong.

On 8/10/09, I made my bi-weekly call to check status and the rep stated that I was declined for a modification and there is no record of being in further review and that I am now seriously delinquent on my payments. Obviously upset and disturbed by that particular call, I then started keeping a personal log of a summary of each and every phone call to Chase. Instead of rewriting my long frustrating story from here, I just copied my personal log, which starts at the disturbing call listed above about no record of review. So here it is:

8/10/09 - Called 800 446 8939 (Homeowners Assistance) to check status of loan modification. Lady stated that status was denied and closed back in early June. I told her that it was impossible due to several previous calls and the reps stating that it was still in review. This lady only stated that I can resubmit and wait another 80-100 days. Asked to speak with someone else and she stated that she is the only person that I can speak with. Gave me address of complaints compartment.

8/10/09 - Called Collections to see if a payment plan can be worked out and verify if the last rep. I spoke with was correct. Very informative lady (Lisa) stated that my account was still under review and apologized for the last rep. Verbally reconfirmed income and expenses, then stated that if I make up a lease agreement for my fiance who is living with me then I would be able to include her contribution towards mortgage/bills as my income and I would be a good candidate for a modification. She also stated that some mortgage payments were returned due to personal checks sent with a large past due balance. Suggested that I send a certified check for the amount I can. They will hold that and any payments until a modification is worked out. I must fax a lease agreement ASAP. Stated to call every other week to check on status, I told her I will call once a week, and she said that that may expedite the process. Also stated that since I have been in review for this long already , that it shouldn't take more than 30 days for a response.

8/12/09 - Sent Lease Agreement fax.

8/17/09 - Received a certified letter stating "Notice of Intent to Foreclose". Called regular number and woman stated that I need to speak with a Senior Analyst. Called that number and spoke with representative, they stated that the notice was computer generated due to past due status, and that they have not yet received the fax of lease agreement, but to wait up to 48 business hours for it to appear on my record. Also stated that my bank statements and pay stubs on record are over 90 days old, and to fax in updated documents to same fax number ASAP. She confirmed that my account is still under review at the moment and it should not take much longer to receive and answer.

8/24/09 - Called To check status of modification and to see if they received the faxes earlier this month. Stated that they received it and had to connect me to another department to check status. This department (Chris ** (female)) stated that Lisa from last conversation put me on another forbearance. I was never notified of this! I told Chris this and she seemed confused. Chris yet again took my financial information and stated that they upgraded their computer system and will be finished with the updates within the next few weeks and will then be considering customers for modifications. I asked her that "why is it that the last several times I called the person I was speaking with had completely different stories from the last?"

Of course she couldn't answer that. She stated that she would put me on another 3 month $0 forbearance ending in Nov, and then I would be considered for the modification. I stated that I have already been waiting since Feb, and why now another 100 days? She kept stating that the system is new and would be finished shortly, then people would be processed for modifications. I don't know why the last several times I called, they didn't tell me that! I asked her the benefits of going on forbearance vs. staying off. She then suggested that I stay off, and "hopefully" my account would be processed earlier. I asked if after a month or so if I still do not have an answer, would the forbearance option still be available? She stated "yes". I'm sure the next time I call it will not be available.

End result of conversation. I denied the forbearance offer. She updated my financials, and told me to wait a month or so for an answer. I am uncertain if she resubmitted my application or just "updated my financials". New Number to Call. 9/9/09 Called to check status. Representative stated that they needed updated pay stubs and stated that I refused a forbearance, so refused (but in other words) a loan modification. Received another notice of intent to foreclose and asked about that. Other reps stated that it was just another form letter, but she stated that everything that letter stated is in full effect regardless of any review for modification I may, or may not be in. Ended conversation without accomplishing anything! Intent of calling an attorney tomorrow to clear things up.

9/10/09- Called again today before intending to call attorney and spoke with a Terry. Started conversation asking for complete history of entire modification process starting back in Feb. Most of his story and what I was interpreting the status to be matched, but a few differences toward the end and last 2 months. When I called on 8 /10/09, she apparently set me up with some kind of a forbearance that I was unaware of, and asking me to make a $9000 down payment. ("pay what I can" in that date note). I am assuming that I just misunderstood that whole conversation. After an hour and a half conversation explaining the process and giving my financials again, the end result is as follows (also different from last few conversations). Being sent documents to be put on a Reduced Plan forbearance starting Oct. 10 till Dec 10 for the amount of $2790. Afterwards, I will be considered for a permanent modification of somewhere around $3158. He explained the working to me as follows:

I will first make a $4000 contribution to lower the past due balance, then pay $2790 for 3 months all while a past due balance will be adding up because its under the current payment amount. At the end of the forbearance, the past due balance will be tacked on to the principal of the loan and a new payment will be calculated based on new principal. That new payment will most likely be even higher than my original payment, however, at that same time I will be reviewed for a modification ( reduced rate and/or term lengthen), which will lower it back down to around $3158. He stated to just keep paying the amount of $2790 even after the 3 months, until I hear from someone stating to pay other amount.

I will be receiving documents within a week, and if I don't hear anything within another 2-3 months then call. I need to sign and return the agreement ASAP and hold on and wait till around December to send back the financials documents included in the original package. He modified my income and expenses to balance out my finances contribution and expenses paid by my employer. He did all the previous to make records match what will be on my credit report and not to pull up a red flag anywhere.

As for previous mismatched stories whenever I called. He stated that they could have just been "lazy" and not wanted to review the whole account. I asked if everything we just spoke about was noted on the account and if I call tomorrow will I get a different story again. He stated that if they just take the time to review everything they will see it. He closed and opened the screens to check and verified that everything we just spoke about and added was noted on the account. Conversation was an hour and a half long, so other notes or questions covered in the conversation are: He stated that I was not qualified for the "make homes affordable" plan, known also as the "Obama Plan" due not to income, but home value vs. loan amount/principal. I am still unclear of what I was suppose to be in "review" for all summer and how, why or what happened to that plan and time wasted, but apparently got at least somewhere with this call with documents being sent as proof.

9/25/09- Haven't received any forbearance documents that the last rep stated that he would send. Called and questioned why nothing has been sent out. He confirmed that I was on a forbearance and everything that the last rep stated was noted on my account, but didn't know why nothing has been sent out yet. He generated the documents himself while on the phone with me and stated that I should receive them in 2 weeks. Since my first payment will be due probably before I receive the documents, he gave me the address to send my payments. The rep stated that there was no notes about the $4000 contribution the last rep suggested I make.

I asked if it was not noted then it must not me mandatory to make, but asked if it would help at all to make it anyway, and he agreed. But I lowered it down to $3000 due to uncertainty if I can afford it. He also stated that whatever I state that I will pay ($3000) I must make that amount, no more no less! I must make my first payment to the address above in certified funds by October 10th. Total first payment would be $3000 plus the forbearance of $2790.32 for a total of 5790.32, then $2790.32 for the next 2 months (or longer according to the last rep I spoke with). I should of but did not ask this rep about the process, or what happens after this forbearance ends to see if it was the same as the last rep.

12/1/09- Update on modification situation. I have not called or heard from chase for status on anything since last entry and have been paying the forbearance amount of $2790 on time each month. A few weeks ago, I received a certified letter stating notice of intent to foreclose. It was the same letter I have received several times in the past at which I have called those times and was told it was just a form letter due to a past due balance. Assuming that this was the same, I didn't bother to call this time. After reading back on the last entry, I remembered that the last person I spoke with stated that they would send me some type of financial documents needed for a loan modification for me to fill out along with the forbearance documents, but he told me to wait till around December to send the financials back.

I am just realizing now that no such documents were ever sent to me to fill out. Also, although I was approved for and currently in a forbearance, I now remember that I had to call back a week or so after the last conversation because no forbearance or financial documents were ever sent to me either. The person I talked to then generated the documents while on the phone with me and I received them about a week later, but still missing whatever financial documents the first guy was talking about. Giving up on trying to do this on my own and going to search for a real estate attorney to assist me!

2/2/10- Haven't called attorney to assist me yet, but last week I received a letter form an attorneys office stating that foreclosure has been initiated by their office. I called that office today and left a message, then continued to call chase about this matter and about modification. Chase stated that I have been put in active foreclosure on 1/20/10. They stated that my previous forbearance plan was broken and that the December payment has not been received, which is false (have documents to prove so). She then started to read back all previous payments received, and my December payment was listed, along with a January payment (non forbearance)and the 2 other months of forbearance payments.

I asked her "if the December payment was indeed received, then how is it marked 'not received'" in her notes? She stated that she will send it for investigation and I will have to call back in 72 hours. (scared to do so because what story will they have this time?) I then started to question why I was all of the sudden again not in the process of a loan modification? She, like all other reps. I have spoken with over the months stated that she is "just reading notes from a screen" and can't answer the question of why the previous rep. told me otherwise.

I told her that one rep gave me an approximate quote of what my new modified rate would be, and she told me that it would be impossible for someone to give me even an approximate quote on a modification and doesn't know how or why the last person told me so. She told me to download a form from Chase.com, fill it out and fax it to continue with modification proceedings. I'm thinking to myself, if I do so, wont his just put me at the bottom of the list again? This was word for word the exact same thing a rep. told me back in June, and here I am 8 months later, basically just starting at the beginning again.

I read back to my 9/10/09 post where that guy said that other reps could have been "lazy" and not reading the whole notes on my account. I hope that this is the case in this conversation too. At this time of speaking with her I forgot/didn't ask her to review the whole account like the last rep told me to do. This lady stated that the only documents she has on file are the front page of my tax return and outdated financials from March, and nothing else. For the last 3 or 4 conversations with these people, I have given my financials each time over the phone and sent other numerous documents. Why are these not on file and why does one rep say they have it, but now she does not?

I'm thinking to myself again that if "the notes on her screen" about my Dec. payment not received don't match the "notes on her screen" about the Dec. payment that was received, then what the hell is going on in this office? Why am I getting tossed around from place to place with different stories, missing information and having to start the whole process over each time I call for status? Something needs to be done about these people and how they run their modification program. I did a quick search on Chase mortgage complaints, and apparently I am not the only one with this type of story.

I have been patiently working with these people for a year now and am no closer to getting a modification now then I was back then. The only difference now is that when I started, I was not default and had a pretty good credit score, and now I am around $25,000 delinquent due to forbearance and advertisements to not pay my mortgagee, foreclosure has been initiated on my house, and my credit score has suffered drastically from this whole process. I don't know what to do or where to go from here.

I did actually call an attorney today to assist me in the modification and waiting for a call back, but don't know what they can do at this point. I feel that I may be too far delinquent and foreclosure proceedings are too far along for much help. You screwed me big time Chase! Before I started this process, I was not default and had a pretty good credit score, and now due to forbearance and advertisements to not pay my mortgagee, I am around $25,000 delinquent, foreclosure has been initiated on my house, and my credit score has suffered drastically from this whole process.

Apparently, they were going to hold on to my money for me and not apply the payment, making me delinquent. She made the necessary adjustments in my file, so it would not affect my credit. I thought this was ridiculous to put my money in a holding tank and not apply it to the loan and interest balance. What if I wouldn't have called when I did? I had already sent another "incorrect" payment. How much money would they have held for me? I'm sure this money is just sitting there collecting interest for someone else’s pockets.

Chase said my mortgage increase was due to the increase of taxes and insurance. I corrected her on the insurance statement (my insurance went down). Then I called my tax assessor and they said that nothing has changed with my taxes since 2008. Who is monitoring these mortgage companies? Apparently, they get to say and do whatever they want.

I now understand why people in America are foreclosing on their homes. This was always a mystery to me, but now I get it. When I bought my home, my payment was very comfortable. Each year my payment has gone up approximately $100. I have only been here for 3 years, but it doesn't take a math genius to figure out that at this rate of increase I won't be here much longer. The mortgage brokers only care about getting you into a home and closing the deal. There should be laws about inaccurate loan proposals or at least tighter restrictions. This is affecting all who are pursuing the American dream of owning a home.

I asked to send me the copies of the documents or tell me the reason why my application is rejected. She denied to give me all the information. Please note that my regular monthly mortgage is higher than 31% of my total house hold income. There are not any physical damage to the property. We have just changed the washer and dryer and last we changed the heating systems with an expectation that we'll live in this house forever.

We applied for the Modification Program due to my weak financial condition, but now I am getting physical and mental damage due to bad treatment of Chase officers and the system of their company.

From a personal perspective, as long as I receive the money soon, I have no interest in suing. So this message is merely to let you know that I think something illegal is happening, and if so, that a consumer lawyer might be able to stop such a thing from continuing.

However, from the perspective of a consumer, I realize that if they're doing this to every person, thae there's a whole lot of money that they're holding on to. Even if they only hold onto everyone's money for an extra week, when you multiply this by the number of people possibly involved, that's a lot of money that isn't being returned in a timely fashion.

I have a vague recollection of a massive bank lawsuit many years ago, covering the bank float, where there was a delay in processing deposits. Again, the money involved per person was quite small, but the overall effect, given the millions of people involved, was quite large.

Now they have the same smart ** attitude as Chase! Chase also did not tell us that every month that we made the modification payment on time, that they were going to report us to the credit reporting companies as 30 days late. We had perfect credit until they started this modification. Now we couldn’t get money for a piece of bubblegum! We are in our 5th month, having been told that it would only take three months tops to find out if we were approved. They have one lame excuse after another! And now say that it could take up to 18 months to two years to find out if we are approved! And if not, where are we supposed to get $50,000 to keep from being foreclosed on! We also get calls from the collection department trying to get what we are behind due to this awful modification, saying they are ready to take our home and kick us out if we are not modified.

We were told we can't pay nay extra monies just the modification amount, and then these jerks try to get us to pay the $7000 we are already behind. They also did not tell us that there really is no trail modification amount; we are really paying our original mortgage amount, only now it takes one and a half months to pay it and that is why they are reporting all modification customers to the credit reporting companies, so if you’re not modified, your credit is so bad there is no way that you could get another loan for another home or even get approved to rent somewhere. If your not approved, you’re **!

This house is my families home, I grew up here; I lost both parents and my only sister a few years ago, this house is all that I have left of my family, I am scared to death right now, Chase lied about everything, they would not take the two months mortgage amounts back they gave back and the reason for that was that I cancelled the ACH withdraw so that if I needed a couple extra days to get the mortgage together I would have it, that is NO reason to give back our July and August payments, we didn't ask for it and wanted to pay it back to them and they would not take it and then started threatening to foreclose! We are trying to get the money to pay the $7000 and get out of this trail modification, but our credit will still be worthless. I would think that Chase would have had to tell us this upfront about the credit getting ruined. There is so much that Chase lied to us about. Now they don't even have the right paper work in our file, and we have faxed things so many times. It is a real nightmare!

My original fees for this refinance was $7,004.80. With the new GFE, it changed to $7820.74. How they can do that is beyond me. I think we got off easy with losing the $750; we could have been swindled out of an additional $815.94 (this is less than the total of the newly-adjusted fees because the escrow amount was lower for some reason, possibly because we'd already paid the first month's escrow. ) They clearly lied to me. I would have lost an additional $800 if I had agreed to close the refinance.

Of course, as most working Americans, our debt was about as much as we could handle with the income we were making. Now with the loss of income and the rising cost of everything, making ends meet became impossible. To make matters worse, the both of us are without health insurance of any kind. She had quit a job to start her business about seven years ago and before she could get rolling, she was diagnosed with breast cancer. Well, that brought on the medical bills and we made payments and applied for assistance for her, which eventually brought some relief. Except for the fact that health insurance for her became impossible for us to afford because of the pre-existing condition. I changed jobs three years ago to an occupation that was promising as a step forward. Then the economy tanked and the small company I work for is struggling to survive. No health insurance for me either.

So last May, after trying with various loan institutions to consolidate our debt, with no success, we contacted Chase about Obama's plan for mortgages. We dug up the mountain of paperwork and sent it to them. They could not tell us anything for months on end. Finally, they said we do not qualify for anything under Obama's plan (the representative I spoke with said we make too much money and that I could afford my payment. His exact words were that I was trying to "Bogart" my way into the mortgage plan). Basically calling me a liar.

Well, that ended my communication with that **. I asked to speak with someone else, which he was reluctant to let happen, but he did. Supposedly, the person I spoke with next was a supervisor but I'm not sure I believe that. Anyway, this person said that we did qualify for a modification. So, we gathered up another mountain of paperwork and send it to them. They told us to call in two weeks after we sent the papers and someone would assist us.

After a few calls, they said we had to do a B A U trial and that if we made those payments on time, there would be a modification. He could not tell us when the first payment on the trial would be due. He also would not give any indication as to what the terms of the modification would be. About two weeks later, we received a letter that the first trial payment was due in seven days from the date on the letter which had taken five of those days for us to receive. We immediately called them and requested a short extension on the time limit for the first payment (which they did give). We were instructed that the payment could only be called in over the phone. We made the payment on time, over the phone as requested. We got a confirmation number for the payment and thought everything was good.

Well a week later, we received a letter stating that our B A U trial and modification were in jeopardy because we had not made the required payment. We contacted them again and they stuck by what the letter said and that the confirmation number that we got at the time of payment meant nothing. The person we spoke with said that it was our problem and that we had to make another payment on the spot (which I refused as I already made the required payment, with a confirmation number and I'd be ** if I would give them more money to lose). This person said we had to go to our bank and see if the funds had been taken from our account.

They were and our bank gave us a transaction number and a statement proving it. Back on the phone with Chase (again), the person we spoke with then said that the information we had is not good enough, all but called Karen a liar and that she needed to fax that paper from our bank to her and that it still would probably not be good enough. She then said we need to go to our bank and dispute it. We returned to our bank and they told us there was nothing to dispute. They did however gave us a full name and account number of the person whom our payment was transferred to (which obviously was not ours).

We contacted Chase again and they told us that still is not good enough and that they still think we did not make the payment. Now Karen has been dealing with a Wendy, who is supposed to be a supervisor and she has not given us any information on our lost payment (it has been six weeks now). She has not been friendly nor helpful and has even gone as far as to be nasty and hung up on Karen. We have since made the second payment on the B A U trial (on time) and wouldn't you know it, we got a letter in the mail saying we haven't made the second payment and that our trial and modification are in jeopardy. We contacted Chase again and the person told us that they don't have the payment. So we called another department and ended up finding out that the second payment was applied to the lost payment and that we need to make another payment on the spot (well, we don't have it to give and if they would have found the payment they lost, we would not be where we are).

So now, we have received a letter stating that we do not qualify for a modification (because we don't have enough income to afford the house, yet we have too much income to get assistance) and that we need to pay five months of payments or they will start foreclosure proceedings. We are only three payments in arrears, they have two of the payments in question (one of which is the one they lost). We have spoken with, yet again, someone else who says that one of our trial payments is in a special account (probably a day at the spa fund for some exec). The lost payment is still lost and they don't seem to care.

The last person we spoke with said they were done with us and good day. We have spoken with literally dozens of their so-called customer service people, people in collection, people in loss mitigation, people in every department they have and all we get are lies. No help. We are now both filing bankruptcy, mine a 7 with every intention of reaffirming on house and cars, which after reading some other letters here might be a whole other can of worms with Chase. Karen a 13 if need be to save the house. Something needs to be done about these financial institutions and their ways.

Due to falling home values, however, a large part of the 20-percent equity I initially put down has been erased. Whereas the home was originally appraised at $580,000 in 2005, the Chase blanket-appraised value is now $495,000. In 2005, I put down $116,000, financed the remaining $464,000 and that balance now stands at $461,789, leaving just $35,211 in equity remaining. However, I believe that a full appraisal will determine that my Redondo Beach property in fact is worth substantially more. But a Chase mortgage counselor, Josh, informed me on January 22, 2010 that I'm not 'streamline eligible'.

Though I'm experiencing no crisis, I consulted with an independent mortgage-crisis counselor to explore what I might do to improve my ability to qualify. They informed me that my chances are nil unless I want an FHA loan with PMI, which I don't, or unless I experience a crisis, which compels the bank to take some action. I don't care for that option either. I'm not looking for a rescue. Why is a responsible and sophisticated financial consumer, such as me, forced to choose between those two equally undesirable options? Unlike many people, my finances are in great shape.

I asked Chase to consider my: Good credit: my FICO score is in the 790-800 range; Timely repayment history: I haven't missed or been late on a payment to any creditor in many years; Property improvements: we made substantial upgrades to the residence. Additionally, our HOA invested nearly half a million dollars in improvements to the complex; Equity: we're not underwater. In fact, property values in my neighborhood are stabilizing; Higher income: my income today is roughly $20,000 more than it was in 2005; Greater personal savings: despite the financial crisis of 2007 and 2009, my retirement accounts all have higher balances than in 2005; Lower credit balances; again, despite the crisis, I've paid down my balances. All my credit balances trend downward historically;

Financial savvy: as a successful, independent, institutional asset-management marketing consultant, I treat my assets and liabilities as an institution might. I've been a long-term consultant with a leading financial firm since 2001. This gives me access to large amounts of sophisticated and forward-looking financial insight, which I put to use in my personal life; Income property: I also have a tenant who covers the mortgage on a second property in Hermosa Beach, Calif., which is due to be paid off in nine years. This provides tax benefits, but unfortunately impacts me negatively on my mortgage application.

I'm certain I represent extremely favorable credit risk to any bank that works with me to refinance this loan. Furthermore, it would enable Chase to remove a risky, 7/1 interest-only ARM from its books and replace the loan with a safer 30-year fixed-rate loan to an AAA-type borrower with the capacity and intention of repaying the obligation. This might look good to regulators. If Chase offered me a rate at or near 5 percent, without PMI, it would increase my current monthly payment amount by only a few hundred dollars, which is very manageable.

Of course, nobody answered after 5 p.m. or on weekends and I was placed on hold for what seemed like forever listening to awful music, then giving up in the interest of my time. I finally got through this morning only to learn that the product we had not purchased but were being charged for was emergency-road service. This was on our mortgage statement. It's an opt-out thing, people. Examine your statements closely. If you don't opt out, you're automatically getting charged whether you want/need it or not.

I called Chase to tell officials there how angry I was that they allowed this to be placed on our mortgage statement. Well, you know how it went: Call, punch in numbers, listen to more skin-crawling music. Finally, after interminable waits, I got three different "customer-care" representatives who simply would not listen to me, but just kept reading from their script. I told each one -- Trish, Sherry, Arneeka -- that I didn't want to dump on them but someone who is paid much more to listen to an angry customer.

They just kept reading from their scripts asking me questions about my account that were totally irrelevant to the purpose of my call: To complain to a manager about how I felt betrayed and screwed by Chase. Finally, I loudly told one of the women that I didn't want to answer any more of her questions and demanded that she please transfer me to a manager.

Well, 10 minutes later, after she came back three times to apologize for my wait but she was still looking for a manager to take my complaint, I told her enough. I had wasted my entire morning between the call to the road-service company that got prominent space on my mortgage statement and various low-level "customer care" reps who wouldn't listen and could not talk except from a script, and I still could never speak to a manager. Yes, I'm mad.

When I complete this message, I'm going to search other public sites where I can post my grievance about Chase, its awful customer service, its willingness to sell customer accounts to road-service companies with only opt-out provisions, its eagerness to screw its customers every and any way it can. Then I'm going to write each member of my Congressional delegation telling them to protect us from this type of predatory behavior. I caution current customers or those searching for a mortgage-loan company: Beware! Stay away from Chase. You'll be very sorry if you enter into a business relationship with this monstrous, blood-sucking company.

There were no economic consequences because I read the statement, spent a great of time calling and opting out of the emergency-road service. It's outrageous this even appeared on our mortgage statement. It's apparently impossible to speak with a manager at Chase to complain.

We were not aware that we have been double paying our Chase mortgage. In 2008 we contacted Chase Mortgage and tried to get them to cancel the auto payment that they were pulling from our account. We explained that we had also been paying, We were told that they would discontinue. Soon after we started receiving collection calls from Chase stating that we were behind on our payments. We checked our bank account and confirmed that all our payments were being pulled out of our bank account and paid on time.

We also verified that Chase was still pulling payments from our account so we were still paying double payments. So we were confused of why we were receiving collection calls. After long explanations to the customer service department we were pressured into making another payment to try to protect our credit history. Every Mortgage statement that we received each month showed the next payment due was 2-3 months ahead. So the January statement showed next payment due May 1st. So the statements were showing all the extra payments but the collection calls were still coming monthly. In April 2009, we found an error on our mortgage statement that showed that our escrow PITI payment was $4610., instead of $987.

We have an umbrella policy that covers 4 investment properties. Each property policy amount is listed and then the total policy amount of $4610 is the policy amount for all 4 homes. Chase had entered the Escow PITI amount for all 4 homes instead of the one home that they have the mortgage on. Because of this error, our mortgage jumped from $756 to $1598 double the amount. We contacted customer service and were told that we needed to get it fixed with our insurance company, that they could not take our word that the escrow amount was incorrect. We faxed them a copy of our policy showing them the error but they would not accept it.

We contacted our homeowner insurance agent and asked him to contact Chase and verify the correct escrow amount. He contacted them and sent them everything that they requested. But we could not get Chase to correct the error. We have been paying the $1598 payment since April of last year and cannot get it resolved. We had to file a stop payment order with our personal bank account to cancel Chase from being able to keep removing payments directly out of our bank account. We had the Research Department from Chase research the Escrow and the extra payment issues that we have been having since they purchased our loan. The Research Department found that we have overpaid over $12,000 in extra payments. We are still receiving collection calls from Chase and we received a default of the loan letter from Chase.

The automatic bill payment from our bank account is still paying out the monthly payment but Chase is still saying we owe. We asked the research agent how to correct the problem. She gave us the name of a manager in her company. We sent him all our bank statements showing the extra payments, we sent him the homeowners policy showing the correct escrow amount and we sent him all the mortgage statements showing all the payments received and we gave him a copy of the default letter that we received from Chase Mortgage. We requested a refund of the overpayments and a correction of the escrow amount to bring our monthly payment back down to the $756 amount.

We received a letter from Chase on 1/14/10 stating that our loan is with Sallie Mae and they do not reimburse extra payments that are over 60 days old so they will not be reimbursing us the over payments. They did not mention the over payments caused by the incorrect escrow amount, nor did they mention any correction in our monthly mortgage payment. We received this months mortgage statement that shows we owe over $1700 this month.

This is after our auto bank payment paid the monthly payment. We still have daily calls from their collection department and don't know what we need to do next to get back the extra money that was paid in from their entry errors and from the bullying calls that pressured us into making extra payments to protect our credit. We are afraid that things are getting worse. We do not want them to foreclose on this home that we have been making double and triple payments on for the past 2 years. I have had to quit my job due to health problems and we do not have the income to keep paying these double payments. This has been a helpless situation that is now going on to another year and we cannot get the madness to stop.

He did not tell me it was non-refundable. After my local Chase branch faxed in almost 80 pages of paperwork required, I didn't hear back from Mr. *** for almost a month. Because every time I called I only got his voice mail, I emailed him on 10/15/09. He emailed back a short response that he had spoken with my husband, Matt, on the previous day. Matt did receive a voice mail in which Mr. *** asked him to call back regarding the loan. He returned the call with his own voice mail but he never heard back from Mr. *** and they never spoke.

I didn't hear back from Mr. *** again until November when he called to ask if I'd had an appraiser out yet. I was confused. He had told me that the bank would set that up and I related that to him. He replied that yes, it was the bank's job and he wanted to know if they had done it. Again, I was confused because my loan representative wanted to know if his bank had set up my appraisal. Also, I told him that after speaking with my husband, I discovered that Mr. *** had never actually spoken with him.

He denied this, saying that he had spoken with Matt over the phone. He said he would set up an appraisal for me. Then he told me that I hadn't faxed him the Authorization to Disclose form, which I had faxed in the original batch of documents. Mr. *** accused me of not sending it in then abruptly changed his tone and said his office must have misplaced my sensitive information. I told him that I wasn't happy that my sensitive information was getting misplaced. However, I pulled it from the batch (it was still right there in the middle of the paperwork), scanned it into the computer and emailed it to him.

Again, he never responded to let me know he'd received the email. Almost immediately, I received a call from the appraiser, which was probably the only thing that Mr. *** did correctly in this entire process. I decided that perhaps the previous issues had been a fluke. The appraiser came out and again, I didn't hear from the bank for several weeks. The next time we heard from Chase, it was a different banker, Joyce ***, who called my husband at work on 12/15/09.

She needed him to fax in his 401K statement because it had expired (we hadn't received his September statement when I sent in all the paperwork originally). She also said that they needed a current statement of the car loan, a document that we were never asked to send in the first place. My husband faxed in both our car loan statement and his 401K statement from September. However, on 12/22/09, we got a letter in the mail from a Jayson *** dated 12/16/09 that required us to send in the 401K statement by 12/30/09.

As I was looking through the paperwork I had faxed, I realized that our lock-in rate was set to expire that same day: 12/22/09. So, I contacted Mr. *** to find out how to cancel the loan because it had become very clear that his branch did not know what they were doing. Mr. *** sent back a highly unprofessional email, blaming me, blaming his team, blaming everyone but himself. He misspelled many words and didn't capitalize others, so obviously he didn't care about being professional. I called him out on it and his defense was that there was nothing he could do because his bank is so large and handles so many loans that it takes a long time to process them all. He assured me that the loan was about to go to the underwriters. I figured we might as well finish what we'd started.

Then, on 1/2/10, we received a GFE in the mail that stated the origination fee was $985. I did not know if this was on top of the $750 fee so I contacted Mr. *** again. He wanted to call me to explain but since I no longer trusted Chase, I asked him to email me the information. He emailed me several numbers which I could not decipher. I do not speak bank jargon and I asked for a further explanation. He could not give me a straight answer and I finally deciphered that part of the $750 was going towards the $985.

Then, on 1/14/10, we received a document in the mail dated 1/7/10 that stated that our loan application had been approved but only if we closed by 1/9/10. (Note that was five days prior to our actually receiving the information.) It also stated that if the lock-in rate had expired prior to 1/9/10, then we would have to accept the current rate. The letter also stated that if we did not close by 1/9/10, Chase was no longer under any obligation to fund our loan. Also, in the original paperwork, there is a loan application expiration date of 11/23/09.

I immediately contacted Mr. ***, who assured me that everything had been extended for us. When I told him that the documents sent to us should reflect that, he responded that their computers generate the documents we had received and they had no control over that. I find that extremely hard to believe. On 1/18/10, Joyce *** emailed me to say that our Income and Asset documents were now too old for the underwriters to use. She asked me to fax in our current bank statements and pay stubs. At that point, I again asked to cancel the loan. How can we trust this bank with our personal, sensitive information when they have already admitted they "may" have lost some of it? They cannot seem to get organized to know that they're missing documents that they never asked for in the first place and that cannot get their job done in the time originally quoted to me.

I asked to have the loan canceled. Mr. *** wrote back, among other things, "the delay was getting the subornation done." Not knowing what "subornation" means, I looked it up and it has to do with trying to get someone to perjure themselves. Now, I'm going to guess that Mr. *** meant "subordination" but if my loan representative cannot spell his own legal terms, how is he qualified to give me a loan? I replied again to cancel the loan and refund the $750 and then on 1/19/10 the supervisor, Gus ***, sent me an email stating that I would still have to make payments, whether the loan was refinanced or not. I replied back asking what payments he was referring to and I did not receive an answer.

On 1/20/10, I sent him another email asking him to answer my question. Mr. *** replied with a snippy email saying he didn't understand what my question was and I responded that their customer service skills are less than stellar. He then answered the question. I sent him back an email requesting again to cancel my loan and refund my $750 as I had fulfilled all of my obligations, and, in addition to treating me poorly, Chase had not fulfilled theirs. As of today, 1/21/10, they finally canceled my loan but they refused to give me back the $750 I originally paid because it is "non-refundable." I do have a document that says the fee is non-refundable but I was treated like dirt from the very beginning. I was sent nasty emails and then they essentially started the whole process over. I forwarded all of the emails that Mr. *** and I had written to each other and Mr. *** wrote back that he was not going to refund my $750 because it is Chase "policy."

I have zero documents that say that my lock-in rate hasn't expired. I have zero documents that say my loan application hasn't expired but I have three documents total that give me expiration dates that have already passed. I feel that because they were incompetent, I should receive a full refund. Just because they claim to be ready to close now, that doesn't mean they're not incompetent. I have attached all of the correspondence between myself and Chase Bank. Please help me to regain even a partial amount of the $750 that Chase Bank stole from us. My taxpayer dollars went towards bailing out Chase Bank and now they are essentially stealing from us. I understand that $350 of it went to paying costs but I was told that $400 of it was a credit towards the other refinancing fees.

Therefore, Chase Bank made a $400 profit, not to mention that they earned another $400 off of my mortgage that I would have saved had they closed in November as promised. If they tell me that I can dismiss all the documents with the long past expiration dates, why can I not dismiss the document that says the $750 is non-refundable? If they do not need to be held to their promises, why must I be held to theirs? We have lost approximately $800 because of them. Even if we were to go on with the refinance, we were given so much bad information that I do not trust that I'm not going to be forced to pay more money than they originally told us or cancel at the last second, despite their claims that it's been approved. I no longer trust big banks and will be pulling all of my money out and putting it in small banks.

When I call, all they keep asking about is when I will pay my outstanding balance. They are very aggressive and without any heart. Now, they are telling me they cannot process my loan any further until I bring my account up to date and pay off what I owe. This is the reason I seek help in the first place. I am so saddened and frustrated. I don't know what to do next.

Now, Chase is coming after our home. We have never missed a payment, or even made a late payment on this home. They are now telling us that they have not received October, November, December and January payments. All payments were made online, the way we've paid for the last four years without a problem. The bank acknowledges that payments were made, but Chase does not.

I have the advantage of being close to an actual Chase Mortgage branch. I have hand delivered paperwork to no avail. It is amazing to go to the source and see the lack of organization, communication and professionalism in their corporate hub in Jacksonville. Nobody knows what anyone else is doing and you have to wait to see a person, any person. I'm so sorry we bailed these people out. They are deliberately showing late payments and pinging our credit although we have never been so much as a day late. It's a shame.

After my husband had made the October payment, I got a phone call from the bankruptcy attorney that I had a court date because the mortgage was now two payments behind. I again contacted my husband who got proof that the payments had been taken from his account. I forwarded that info via email to my bankruptcy attorney and she told me not to worry, that maybe they were just misplaced. She would ask for a continuance. In the meantime, I tried on several occasions to speak with the BK department at Chase.

I am only allowed to speak with them. I have proof (that I attempted to contact them because it was on my cell phone) where I held for 17 minutes only to be disconnected. I could not get through to anyone in the BK department. I then went into a branch and asked the manager to help me. He was able to find that the October payment had been received but that the September payment was still out.

He told me that the October payment would be posted and gave me a phone number and case number for the missing payment. I tried to find out using that information if the missing payment was posted and no one would speak with me. I kept getting transferred from one department to another and no one would help. When I asked to speak to a supervisor, they told me that there was no one to talk to. And to make matters worse, the October payment was not posted. I had to go to court again and show that the payments had been made.

Another kicker is that Chase expected me to pay their attorney fees of $500.00. So did my BK attorney. When I complained, they asked why I felt I should not have to pay and I told them it was because if the payments had been made as they should have been we would not have been in court. Also, my husband's divorce attorney told him that if Chase was not going to post his payments, stop making them.

By now, I have been to the bankruptcy court and I feel as if my BK attorney has left me out to dry and Chase is determined to foreclose on my home. I have been making payments on the rental property myself and I am one month ahead. In December, my tenant was late paying the rent so when she paid me, I took the money directly to Chase to make the payment there. If I try to pay it via my online bill pay at US Bank, it is taking almost 12 days to post. US Bank was issuing Chase a check. They will not accept electronic bill pay for some reason. Anyhow, I went into the bank to make the payment and the teller refused to take the payment. I could not find out why from the manager or anyone else why they would not take a payment (I have since found out that if you file for bankruptcy, Chase will only accept a payment via Western Union or mail. Nothing like setting people up to be late).

When I could not make the payment in the branch, I was angry and contacted my BK attorney to let her know and see if she would know why. She misunderstood what I was asking and assumed that I was late on that mortgage as well. She asked Chase's attorney for a printout of the payments for the rental property. She forwarded that printout to me. And lo and behold, they did not post my payments on that loan for September and October until November (by the way, the missing payments for September and October on my personal home were eventually found and one was posted in November and the other in December). Now that I see that it has happened to both loans, I believe that this is a "servicing issue". Chase did not have the right to start foreclosure on me. They have been very unhelpful in trying to find the missing payments and trying to keep the house from going into foreclosure.

At one point, I decided to contact loss mitigation at Chase to see if they could help me. After 30 minutes of being on hold and speaking to 3 different people, I was finally connected to someone in the bankruptcy department. He was so hostile and rude to me that I hung up on him. Now, I have my home listed for sale and I am looking for somewhere else to move. My home is not worth what I owe so I hired a real estate agent that is an expert on short sales. I have nightmares most nights and wake up in the mornings from nightmares. I believe that what Chase has done is illegal. They also treat people who file bankruptcy as lepers and do their best not to be helpful. I never had any of these issues with WAMU.

At this point, I have to feel that I am not alone and I would love to join a class action lawsuit against them. I have no money so an attorney would have to take this on for free as far as I go. I have written Congress and the bankruptcy court. There has to be an obligation for lenders when the loan servicing is sold for them to locate and post the payments properly. There just has to be.

How much economic damage this will result in, depends on how long it takes Chase to credit back my checking account for the second mortgage payment. The next several business days could very well be very stressful for me. I have to check my online balance every day because any auto-payments that try to go through my checking account (Time Warner Cable, AT&T, etc), will bounce!

They say that I have to submit a letter to a review committee before they can lower the amount or actually do the right thing and setup an escrow account. They are really making it impossible for us and they have done something similar to us with our homeowner's insurance. They billed us an extra $800 for owner's insurance even though we have AAA homeowner's insurance. They claim that it was up to us to fax them the policy. We feel that they now could get back most of their money by foreclosing on us. They do not listen to my pleas of some sanity in their billing practices but it falls on deaf ears and to me, our leaders in Congress are acting like they always do, which is talk big about cleaning up banking but once elected do very little about it.

We provided all the documentation they requested. Weeks and months passed and all we heard back is that the file is with underwriting awaiting decision. Finally, today I got a call from Mr. Joey K. that our loan application is denied. The reason: because our current loan is a lender-paid PMI instead of borrower-paid PMI. I asked for the $750 refunded to me; he told me that we will only get $350 back as the $400 goes to the expense of loan application. After months of waiting in hope to refinance our home mortgage to lower interest rate, and $750 paid up front, we were told that the application is denied and our application fee is not entirely refundable.

They didn't request current info at the time of the reduction. They simply sent out the reduction notice and hope that you don't appeal it. In the notice, they don't tell you that they used inaccurate info so we didn't know they used our original mortgage amount. We found out by calling multiple representatives and asking how they arrived at $11,000 and one slipped up and told us. When we informed them of our true mortgage amount, we were told to fax in a recent statement and it would likely make a big difference but they didn't said they used the info they had at the time and it was our fault for not appealing it sooner. They say our only option is to pay for our own appraisal $400 and if it comes back high enough, they will consider and increase now at a 70% loan to value.

My concern is how many Chase HELOC customers limits where reduced with inaccurate info to calculate them. I went into our local branch and convinced the young branch manager to give me several high positioned Chase executives phone numbers that she apparently wasn't supposed to. Because now, they are asking me how I got these names and numbers of these executives but I can't get past their secretaries. I tried the proper channels and am not looking for a handout, we have 2 checking and 3 savings accounts as well as our HELOC all in good standing. All payments have been on time and above the minimum payment.

At one point, around five months into the process, I was informed by Eric B. that our house had to be re-appraised due to "a technicality", but that everything is still going as per plans. In fact, around that time we received another good faith estimate which indicated even lower closing costs than before. Although, I was concerned that for each month that went by was another month we were not paying off our principal (since we currently are in an interest only loan), the low closing costs and very good rate helped maintain my level of patience. It wasn't until early November, if you can believe it, that it was revealed to me that our closing costs will be more than double. After many attempts to find out the reason for this increase, it was finally revealed that the house appraised lower during the 2nd appraisal - the same appraisal that was issued due to "a technicality". Furthermore, it was also revealed to me that the reason for the 2nd appraisal was because the 1st appraisal expired - due to JP Morgan Chase's delays!

After many attempts to have Chase remedy this situation by either 1. honoring the latest good faith estimate, or 2. reimburse me for the loss of equity and the additional closing costs. All offers were rejected. We now find ourselves in a position of finding another lender at a higher rate, since the rates were lower a year ago than now. Also, if we had closed within a normal time frame, we would have contributed at least $4,000 toward our principal.

In addition to the loss of equity we suffered by not closing last spring, we are also faced with higher interest rates at this time. Our monthly payments, when we finally refinance, will certainly be higher than if we had closed last spring, either with JP Morgan Chase or Wells Fargo, who we were also approved by, but decided to go with Chase since they were our current lender. Over the lifetime of the loan, that could mean a loss of over $30,000.

Furthermore, Chase conducted themselves in an extremely rude and unprofessional manner throughout this ordeal and showed no concern whatsoever for what they were doing to us. After I am contacted by Consumer Affairs, I will be more than willing to share with your agency all the emails between myself and Chase from the inception of the process to its conclusion. The emails will speak for themselves.

Here are my complaints:

1. I reached out for help on November 3, 2009 it is January 10, 2010 and I have yet to ever speak with Tracey H and found out by the rude debt collector Juan on 1/9/2010 that I was denied help.

2. How is it that I received a call from a debt collector every single week and never talked to a person that represents Chase is a way that was designed to help a person in my situation.

3. I was told that you have to be behind in order for the banks to help you. I am now behind with no help from Chase.

4. Why does it take 6-8 weeks to get help and the help that is provided to you is like no other help I have ever received - you do not even get the opportunity to discuss options with a live person who is in a position to provide options.

5. The president has designed a program to help people in a situation such as mine and has afforded the banks to help us and Chase is not rising up to the occasion.

6. Chase would rather have your home foreclosed on than to help you keep your home.

7. Every time I call it is a different person who asks the same questions and they say that they are updating the system and if that is true why do they call and ask you the same questions and have you repeat your hardship over and over. I have faxed Tracie H on several occasions and I have yet to this date to have had a conversation with her. I am beginning to wonder if she exists or if her name is the name of a team. Chase banks are popping up, the old ones are being remodeled, and it seems they have used the governments bail out money to help themselves not the consumers.

Chase called me and said my modification was with the underwriter and every thing was fine, this was around Dec. 16, 2009. Then on Jan,4, 2010, I received a letter dated 12-11-2009 saying that my modification had been denied, and there was nothing else that could be done. Chase said I had insufficient income.

Loan processor asked me to send my loan documents from the company they had purchased the loan from (I had to show them that I didn't pay PMI). I received voicemail today from loan processor indicating that loan was "declined" because Chase has the option to not move forward under HARP without PMI (as they discovered they were paying PMI on my behalf). I cannot continue to pay my mortgage amount and wanted to extend my loan from 20 years to 30 years. After three and a half months, I was under the assumption that the loan would be going through to settlement. I am now back to square one and out $750 that Chase stole from me on the day they approved me for the application.

I called several times, and when I was lucky to get someone on the phone, I received conflicting information every single time. I felt like I was calling a different bank every time. After many attempts and a few more months of wasting my time and money, I got a hold of Monica ** who took all of my financial information and then told me that I was pre-qualified for a Chase Loan Modification and that for the next 3 months, I was in a "forbearance" period paying $1,550 a month. And after that, if I was able to make the 3 payments, then I was supposed to get approved for that amount on the modification.

I completed all 3 payments, and after that, I received a call from Chase telling me that now I was qualified for the Make Home Affordable Program, and that if I accepted, I was to be in another "forbearance" period of 3 months but at $1,240 a month this time. And at the end if I did not miss the payments, I was getting approved. 5 months since the second offer by them, I'm still waiting for their decision.

I faxed all the docs they requested 3 times now, and after I did, I got told that all the docs were in and good. And then a week or two later, I got a call or when I called, they told me that my documents were not there or that I need to send updated pay stubs and other documents. But nothing ever gets done. When they called me, sometimes 3 times a day, to collect the money that I'm falling behind since they put me on these 2 different "forbearance" programs, their reps always have conflicting information and they do not even know that I am on the modification process and are extremely rude.

When I asked to speak with a supervisor, they are always in meetings. I just got told by one of their reps tonight that "He works there, because he does not have anything else to do and he likes to talk with people." in a very sarcastic way.

In addition, I was never briefed by Chase that during the modification process, I was going to actually fall behind on their reduced payment amount option and that there was no provision for that. Right now, my credit is suffering and is destroyed, because they have me as paying late every month and behind $12,000 on my payments. If they run these programs, how is it that there are no provisions to take care of the problems that are created to those that were never behind on payments when we initially asked for assistance?

Now because of their "doings," I really risk losing my home if they disapprove the modification, because I am so deep in the hole now. Had I known this, I would had possibly taken other routes with this. I cannot get anything with my credit now, and it is causing a lot of pain, psychological stress, and health problems for my family and our stability.

Initially, Chase told Quality loan service to put a stop on everything, since the sale was being rescinded, and being recorded with the county office. Somewhere along the way, Quality Loan Service proceeded with the foreclosure. Quality Loan Service states that they were instructed by Chase to proceed, because we were denied a home loan modification, only we were never notified of any denial or grant of a permanent work out plan. So, to sum this all up, Chase collected money on a note, which they didn't even own for a while, committing fraud, and also proceeded to foreclose our home, while telling us there was a stay until the matter was sorted, another act of fraud.

Now, interestingly enough, Chase has not given anything in writing to us, regarding our home, yet their actions speak loudly for itself. We have a foreclosure on our record. We are in a dire situation with wanting to keep our home, but they are refusing us a loan modification, even though we can afford to pay the full original payment now.

They have been charging me late fees of $170 a month even though I have not been late on a payment in the last 5 months. I cannot get anyone at Chase to send me monthly statements and nobody can tell why! I do not have the money to hire an attorney and I do not know what to do, so I'm sending this letter to everyone I can think of to try and resolve this problem.

Obviously, this is simply not true - I have documentation proving otherwise. I have faxed them, called them in attempts at showing them how wrong they are and endlessly tried to resolve this issue while providing them with this information and no one - not even this so-called person assigned to my "case" named Betty ** - ever responds. I’m at the end of my rope. I have kept records of people I have spoken with (persons spoken to and dates), have receipts of fax confirmations and letters sent, but they still deny this. I’m still in search of employment. Dealing with WAMU/Chase on a daily basis has resulted in my suffering from migraines and stomach problems due to the stress it’s caused me. In addition, I went from having excellent credit to now terrible credit due to their false claims. I would greatly appreciate assistance and look forward to hearing from someone who can actually do something and get answers.

It is now day 77 and we have heard nothing from Chase. In fact, we have never heard anything from Chase, not a phone call, not a letter saying that our application was received - nothing! The only contact has been when I have initiated contact and it is now going on 8 months since we began this process. Now, when you call the customer care center and are put through to the imminent default department, there is no recording, no music, nothing to let you know whether or not you are connected with the department and the wait time is often over 30 minutes. The frustration and anxiety of this entire process has been enormous! Not knowing if we have been approved or denied leaves us in limbo and the constant worry over defaulting on our loan is tremendous. Maybe we could have applied with another company and have had this resolved by now, saving us money each month.

I have provided all the necessary documentation to the bank as requested and on time. I am just asking for a decision to be made on my loan modification request. I was told today that I should fax them the form and call every week to check on the status of the request. My issues with Chase is that they have done nothing for me as a paying customer (I continue to pay my mortgage payment on time when due). I don't feel that a customer should have to be put on hold for over an hour to be told that there is no update on their request. I also feel that if a revised or updated document was required of me for my request, this should have been told to me in writing or during one of my many calls previously.

Chase should be ashamed of the way they treat their customers and should do a better job in handling their customers' needs. It is absolutely absurd that any customer should be placed on hold for over an hour regardless of the call volume. In addition and more importantly, a decision on my modification request needs to be completed shortly. This process should not take over 60 days to complete.

When we contacted the bank, they told us that the mortgage company had made a mistake and taken it out twice. The transaction was reversed, and the bank said the money would be back in our account and all NSFs would be taken care of within a week. In the meantime, some of our payments on bills were kicked back due to lack of funds. We asked the bank if there was a chance that the mortgage company would run the payment through again after it was reversed, and they said they spoke with the mortgage company and posted notes on the account so that it would flag it in case it happens.

On December 22, they did it again. This time, the bank said that they are only allowed to reverse the transaction once and that when they notified the mortgage company, they said that since the mortgage is due on the first, it was close enough and that we should consider it an early payment. Why should I have to pay for someone else's mistakes.

I was then told to submit the two most recent pay-stubs and bank statements as the ones that I had sent with the original paperwork back in July were too old. I made the October trial payment as usual, but then I received a letter via FedEx on 10/2/09 stating that my modification is at risk and urgent response needed. It also threatens that I will only be given a one-time extension of the deadline. The letter states that I failed to provide income documentation (2 most recent pay-stubs), signed IRS Form 4506-T, and a signed hardship affidavit. These were all documents that I provided with the original trial paperwork back in July. However, on October 12, 2009, I used the fax cover sheet that was provided by Chase in the recent 10/2/09 package and faxed and sent via FedEx the documents they requested. I again receive the same modification is at risk letter via FedEx on 10/16/09 asking for the same documents.

This time I called Chase to let them know that not only did I send the documents back in July, but I also faxed and sent via FedEx another copy on 10/12/09. The Chase representative Larry (code **) in Tempe, AZ stated that I should have sent bank statements, IRS returns from 2008 and 2007, W-2 Forms from 2008 and 2007, and proof of insurance. None of these documents were ever requested by Chase. In fact, the letters from 10/2/09 and 10/16/09 state that income documentation, if salaried or wage employee, is two most recent pay stubs including year to date earnings; if self-employed, those are the four most recent bank account statements and most recent quarterly or year to date profit and loss statement. I told Larry that since I am salaried, I didn’t think I needed to send in my bank account statements and that I didn’t understand why I had to provide the IRS returns since signing IRS From 4506-T basically gives Chase the right to request copies of them. Larry stated that he wasn’t sure what the letters are requesting, but these are documents that he tells people to send in if they want a modification.

So, on 10/23/09, I faxed and sent via FedEx the documents that Larry suggested. I finally get a call from another Chase representative, Tanya, on 10/28/09. She tells me that the IRS returns that I sent in were not signed by me (I normally send them online), so once I sign the returns and fax them back to her, I should hear back regarding the final modification within 3 weeks. Six and a half weeks passed and on 12/14/09, I tried calling Tanya several times. Her voicemail inbox is full and I cannot leave a message nor transfer to the operator as her voicemail greeting suggests. I then called the phone number for Chase to make a payment and that representative told me that they have been trying to get a hold of me because the final modification came in and it looks like they raised your payment back to $2000 since my income increased by 20%.

I am not sure how they figured they should raise my payment 66% when my income increases by 20%. And I am pretty sure this income increase they are seeing is either my annual bonus or the 401k money I took out in 2008. I feel that Chase intentionally did not execute the final modification in a timely manner and that they have been fraudulent in handling the requesting and processing of my documents. At first I was very serious in staying in this house which has been home to me and my two young girls. But now I have run out of trust in dealing with Chase and am seriously considering getting away from this house and Chase and starting anew.

I have complained several times, including to Sara **, (866) 766-2165. Today when I tried to reach her, I got a message that the office is closed. The last time I tried to reach her, I did not get a response to my message. The time before that, she indicated I should hear within 72 hours as the underwriters have so much information already from me. That was several weeks ago. Recently I sent an email to Ms. ** and asked for the status of the loan. She sent a reply email indicating it had been denied due to the Special Assessments. However, she asked for 1 more day as she thought she could persuade the underwriters to reverse this decision. I waited and heard nothing from Ms. **. Today I am unable to reach Ms. ** who handles the loan as she is on vacation and will not return until the 4th of January. Today I have tried phoning several of your offices for help. I've been transferred 3 times. The last time I was transferred, a recorded message indicated the times the office was open EST, and then disconnected me.

When I look online at your website, I notice the following message from your Chairman and Chief Executive Officer, Jamie Dimon: "It's our responsibility to hire the right people, develop their skills and outline the business principles that are fundamental to our collective success." He is speaking of upholding the character established by Mr. J.P. Morgan in 1933. I am afraid that I have not been successful, and I don't think your organization has been either.

Later Mr. Dimon writes about supporting consumers, "we seek to provide clear, understandable disclosure about terms and conditions for everyone to understand..." Sadly, I have not got a clue what is happening to my loan! I get no clear message from anyone I speak with. I do hear misinformation. When I tried to contact the department who handles complaints about this matter, I was disconnected.

Mr. Dimon further writes, "This means emphasizing the tailoring of our offerings to clients' needs, and providing helpful, responsive customer service." I am afraid I have generally not experienced this "helpful, responsive customer" service. At this time I am contacting you to ask that you put right the situation, immediately. I have excellent credit (as testified to by the copy of the credit report your firm sent to me). My income from my job is $90,000/yr. I have 4 properties that currently have tenants generating approximately $4,000/mo. My expenses do not exceed my income.

Ms. ** referenced the Special Assessments as a reason for denying the refinance. I wonder if the underwriters understand that these are simply taxes? In the state of North Dakota, where the property in question is located, special assessments are charged in areas where improvements are needed, such as for roads. Since the property is in Fargo, ND, the city would look at an area of town where work needs to be done, charge the residents of that area via a Special Assessment (rather than issuing a tax to all property owners in the city) and notify them of the assessment. Typically these are paid off in installments.

I have sent every possible item I can think of to Chase. I had to send my tax returns for one year twice as some of the pages went "missing." I'd like to add that this is quite worrisome because at about the same time I was notified by Master Card that they were issuing me a new account number as there had been some suspicious activity related to my account. I'm concerned that this activity may be associated with the "missing" pages of my tax return. I would appreciate an immediate and clear reply that includes the status of the loan request and explanation of the problems that have plagued this process.

When I called in September, I was told that my application had been passed on to a department where it would be approved. However, when I called that department, I was told that although the officer assigned to my application was not in, it would be rejected. Further calls told me it was still in process. In November, I received a request for forms that I had sent with the original (checked) July package. I responded right away. In November, I was told that case had been opened at the end of October and that other forms needed to be submitted - all of which I had submitted already, some twice. This was verified by the person to whom I spoke. In December, however, I was told (only when I called to check) that our application had been rejected as a result of non-compliance. No reason was given. I was told to reapply for a loan modification! I sincerely wonder if Chase has ever approved a loan modification.

After reading some of the other complaints, I can't help but wonder how they are allowed to stay in business. Interestingly enough, I recently made an online purchase and was asked to fill out a survey on the service I received. I filled out the form and I think rated one item a 4 instead of a 5. I actually got a phone call from that company asking me to reconsider my score for that item because it could adversely affect their internet standing (I changed the rating). What if we consumers could bring biggies like Chase under that kind of accountability? They certainly deserve it.

On November 30, 2009, I checked and noticed that our November mortgage payment had not been drafted out of my account. On the 1st call, I spoke with someone in India. I was told that I was not able to make another payment because the loan had matured. 2nd call, I spoke with Freddie. He told me to go into a branch and make the November payment. I tried to pay in the branch, but was declined. 3rd call, I spoke with someone who told me she was sorry, but there was nothing she could do. On December 1, 2009, the November payment was mailed to Chase Home Finance, POB 9001123, Louisville, KY 40290-1123; Check #** was cashed by Chase in the amount of $1,177.41.

On December 10, 2009, I faxed written request to the Chase Balloon department requesting them to lock in a fixed rate 23-year loan for us. December 10, 2009, we went to the Chase branch on Windward Parkway, Alpharetta, GA and spoke with Ms. Nora **. She was on the phone with Chase customer service Charlyn for over 2 hours. We were given 2 case numbers - ** and **. December 14, 2009, I called and spoke with Felicia. She noted the account with all the information listed above. She told me to re-fax the balloon department with the above notated information. A new work order (#**) was created for create amendment. The bank ruined our credit and started the foreclosure process.

The new buyers wanted to pay cash for the house. The buyer's title company put in a request for a payoff statement on 12/3/09 and have yet to receive a statement. The realtor then asked me to put in a request, and I have yet to receive a statement as of 12/14/09. I have called several times, and they passed me around. I even threatened to sue them if I lost this cash buyer due to their negligence.

Today, I called and they told me that every time someone calls for a payoff, they cancel the last request and just work on the most recent request. So why have they not sent the first request to Commonwealth Title Company from the request made on 12/3/09 since it was the 8th before I called for a request? I talked to Amanda on 12/11/09, Friday. She promised an expedited statement by the end of today, Monday. The agent called and had me check the status, and that was when I found out that Amanda did not expedite the request, as the new girl Katy said that she would not be able to put in the request if someone would have already done that.

So here we sit, and after the 15th, Chase will start charging me 5% penalty fees. All I wanted was a payoff to be able to get the money to pay off the loan. I actually think it is intentional, and they just want to collect more fees. I would never recommend Chase bank for any serious banking ventures other than a simple checking account and then your overdraft fees would be $35.00. I am just trying to do the right thing and pay off the loan, so I can move on. The middle class in our country is on a downward spiral. Who is going to pay all the taxes when we are all broke?

After months of faxing and re-faxing financials and loads of misinformation, unreturned phone calls and emails, we almost just gave up. Then we were contacted by Chase and were told that they had received all our information and we were moving to the next step in the process. We were then told that we were being placed in a 3-month temporary loan modification, which would be what our monthly payment would end up being once we closed. We then set up automatic payments for the modified amount and when we made our first modified payment, we started getting calls from collections. We immediately called Chase to find out why and we were told "Not to worry, that we were technically in default but it would be all cleared up once our loan modification closed."

Now because we have done everything Chase has told us to do, we are $12k in default of our loan and have been denied our modification for the exact same reason we were told we qualified in the first place. If we had known or been told that going through this process would affect my credit and put me in default, I never would have done it. Now I'm left with either paying back the $12k or a short sale. You need to know what Chase is doing with our tax dollars with no intention at all of helping homeowners. In fact, it seems just the opposite. My wife and I feel like we've been duped by our lender because if we hadn't listened to Chase and started this whole process, we'd be fine. We are now forced to seek litigation to try and save our home and restore our good credit. The more research we do, the more we find that we are not alone.

I was definitely getting the runaround. When I asked why I was not getting any communication from them, they said it was up to me to communicate with them. How unrealistic is that? Now, I am being told the file was sent to underwriting on December 3, 2009 and that I may not hear anything for 60 more days. I find their business practice to be deceptive and uncooperative.

They said that they didn't have to tell them because they are proprietary guidelines and that there's not a rule that they must have something done within 60 days. Then I was told that my file hadn't gone into final review until November 3. So, after much more frustration of dropped and hung up on calls with no direct numbers or specific people to talk to, I finally got someone to listen to me for 10 minutes and asked for a one-month reprieve of the loan and to have it moved to the back of the mortgage. I had to call 5 times that day to get through to someone. It took me over 3 hours and was told at the end, before they hung up on me again, that I couldn't have a loan modification if I tried to get a 1-month reprieve. Then they put me on hold for the 200th time and the system then hung up on me like it often does.

So December 2 came and went with no call or contact from the bank as to what they are going to do with my loan. I was just asking for them to be civil and move forward with my file as we have made the payments but can't afford to keep up with them currently. They also said that I may not qualify because I have a cash reserve, too. I'm so flippin mad at them I could spit! Everyone tells me to stop making payments so they will give me some attention. The system is so screwed up. I've got a 788 credit score and no other debt but a high CA mortgage and just need a modification of the current terms so we can keep our house and our 4 kids in it. Please call with advices and help as to how to get Chase Mortgage to move and call me with terms for the modification. My work number is **.

Now six months later, I have an elderly woman purposely garbling her name yet speaking very clearly otherwise telling me to call her to check my status. The first number she left works. It sends me to the general customer service location; the second one sends me to a personnel line! What the heck was that about? I called to find out where I am at with this process only to be told they don't have any of the information I already sent them. The rental agreements, the complete signed tax forms, last two paychecks, hardship letter, and utility bills from the property. They need them again. In the same breath, the man on the phone told me they didn't have the information. He says the last paycheck stub they have is from January 2008. I'm confused. I thought you didn't have anything firstly, and secondly, I started this process a long time ago and have since sent updated check stubs and called to verify receipt due to the fiasco of the first faxing. Where did all this information go? Oh yeah, and how did the loss mitigation process even start if I didn't get all this to you in the first place?

They had to have all the information to open a case and give me a trial period while they worked on this loan re-modification or so I thought. I guess I must be missing something. Not! I believe they are missing the common decency to communicate with the borrower in the first place. Surprisingly, that would seem like a good idea to me but apparently not to them. I have a sneaking suspicion they are going to foreclose anyway despite payments through this waiting in the dark period and not tell me until the last minute. I have talked to a few lawyers and they really have no idea what to tell me. They don't even know what to think or how the whole process is working. I have also asked about credit reporting because it seems my credit is all locked up and will continue to be until this is either resolved or not. This does not help with trying to get debts consolidated to make life easier and open up monthly income to get out of debt. What a wreck! Not to mention all the family health issues that went on during the last year, a major move to come be available to the family during all this at the same time. It has just been one nightmare after another.

First, I know for a fact that they have backdated the date on the letter because it is impossible for them to send a letter before the date of when I sold the house on Nov. 27th and canceled the insurance on Dec. 2nd. 100% this has to be a dishonest practice. It is impossible for the letter to have Nov. 25th date. Funny thing, they can tell when my insurance was canceled, but still do not show the electronic check that was sent to them on Nov. 27th for the payoff to release my escrow balance of $2,600.

My credit has been totally trashed by this company. What once was a credit score in the 700's is now maybe 560, thanks to them. They have caused me unmeasurable stress and has had me in tears many times because of their I don't give a crap attitude. I was beside myself and had no recourse but to refinance my mortgage just to get away from them.

Finally, they set up a closing date, the day before they called me and said that the underwriter made a poor decision regarding my loan and that they had to look into my loan a little more. Two weeks later, they called me to tell me sorry you are denied because of your income. I am already paying a lot more for my mortgage now than I would be with this 5%. How does that make any sense? Needless to say, I got back only $350.00 from the $750.00.

In my opinion, I think they are scamming a lot of people and making a lot of money while doing it. I wish there was something we could do about it. It’s pretty sad that all you see all over the news and TV is how the president is trying to help people keep their homes, and then you have these people from Chase taking money from them that they didn’t have in the first place. I wonder if Obama is aware of what is going on here. I was emotionally abused by this company causing stress and frustration while I was recovering from surgery.

He pre-approved me by phone and said I would have to charge the $750 application fee to a credit card, which I did. I specifically asked him two things: 1) I did not want to have to close my existing HELOC, which is also with Chase; and 2) would I be speaking directly with him through the process or would I have to go from rep to rep. He assured me I would not have to close the HELOC and that I would deal directly with him. He gave me his direct phone extension.

I followed all the instructions from Chase and the bank's attorney. During the process, I had questions and repeatedly email Mr. Shawn and left voice mails with no response. In early November, I was told they were just waiting for the subrogation department to complete my second mortgage and that we were right on time as most loans were closing in 45 days. During the process, they did ask for documentation confirming my residence was a co-op, as they said some Washington Mutual documentation showed it as a single family. I forwarded what I had, and also, the UCC documents from their attorney clearly show it as a co-op.

Again, I started emailing and phoning as my lock would expire on 12/15; but as usual, I got no response. Yesterday, I placed a dispute on my credit card for the $750 application fee. I emailed Mr. Shawn and Patrick, the processor, that I had done so. Then after reading all the customer complaints, I realized my loan was never going to come through. I also said I would be filing a complaint with the State Banking Department as soon as my lock expired.

That email evoked a prompt response. I was told that underwriting had just returned my application the day before (What a coincidence.) and they were now offering a full documentation mortgage and requesting further paperwork. I responded that I would not qualify for a full documentation mortgage due to my part-time employment status and requested a refund. I was fortunate that they agreed to refund the $750 application fee. I am still following up with them regarding reimbursing the $175 fee paid to my co-op's attorneys for the required recognition agreements. In the future, I will not give Chase any more of my business. They are unprofessional, and I agree with others on this site that it appears to be a scam to get $750 from each applicant and then blow them off! Once my credit card is refunded, I will pursue my NY State Banking complaint.

It is December 3 and it is still not corrected. They have since reported my to the credit reporting bureaus as paying late. Every time I call them, they say I am late with this payment and I have to tell the collections department the whole story over and over, even though there is a case number assigned. I now have a late payment on my credit record and my credit score has been lowered. It will take at least 3 months to get this corrected. I am in the process of looking at investment property and will have to make the case to another mortgage lender about this whole story.

Some months we were told not to send a payment for at least 3 months while they worked on our mortgage (with the promise of them not ruining our credit and that to make the modification process work, we had to be late on payments. However, it would not be reported to the credit bureaus) and then we would be asked to send a lump sum of money for the 3 months back payments. We would do as told, while the bank promised that they were still working on modifying our mortgage. For a period of 3 months after, we were asked to mail $1,150 as our mortgage payment instead of $1,420, which we did. Then finally, one year after, they came back with a decision saying that our modification request was declined and our mortgage has changed from $1,420 to $2,918 per month.

During this period of time, even though we have always made extra payments towards our principal, our principal amount has also gone up. The bank/Chase has gone ahead and paid our taxes, even though we were caught up on our tax payments (we now have a credit balance at the city hall) and had never been late before on our taxes. Chase has also gone ahead and paid our insurance company directly, which before we paid them over a period of 8 months. Now, they are billing us for the total amount of the taxes, insurance and the escrow, $2,818, every month until we are caught up. If we were having difficulties paying $1,420 for our first mortgage and another $300 on second mortgage, how are we going to afford to pay over $3,000 now?

We have tried everything we can, from writing to the BBB to writing to the bank. No one is helping or listening to us and we now have nowhere or no one we can call or ask to look into this matter to help us. We had never deferred or been late on our payments before with WAMU, but Chase is working hard on damaging our credit and pushing us towards foreclosure. When we tried to ask them to work with us, they have asked us to short sale our home and move out or they will foreclose us. Where are we to move to if we sell our home? This is the only home we have known for 3 years. We have pleaded and tried to work with the bank, but they refused us any communication and threatened to foreclose us if we do not pay them the $2,918 within a month. Please advise us on what to do or who to ask for assistance.

The physical and economic consequences to me are devastating. I have filed for bankruptcy and I am losing my home of 15 years. I have to move in with a friend and I will be losing my clients due to this forced move. I feel utterly disgusted and violated by Chase’s actions. How can this country give bailouts to the banks and allow them to legally foreclose on a person’s home at the same time as being in the process of doing a loan workout? There are a frightening number of complaints that are like mine documented online. How many more lives have to be destroyed in the process? How much more damage than this can be done to destroy the fabric of our society? I want recourse. My house is being stolen from underneath me because Chase Bank had no intention of helping me or millions of others to retain their homes. A class action lawsuit needs to be filed. When is this nightmare going to end? And when is an attorney going to fight for us and have the courage of his own convictions?

On Monday morning the closing date expired and still there’s no bank packet. We were told that they were waiting for employment verification, which they had received repeatedly early in the process. The loan officer had stopped returning our phone calls in the final week before the closing date and her manager was very cool and arrogant with us. On Tuesday morning we woke up smart and applied with another lender and terminated the loan with Chase. We also pulled our funds from our account with them and are cancelling credit cards.

I believe they never intended to grant the loan and were planning to string us along until we grew tired of their game. Chase wants to sit on the money that the government gave them and does not want to lend. We lost our processing fee, but learned a valuable lesson not to deal with them ever again. This bank should have been left to fall flat on its face and should never have received any bail-out money. Our country is in real trouble when the folks who are still working and paying their bills are not granted loans to help stimulate this economy.

A week later, I went to the bank for something else concerning my account to find out my account was negative and I didn’t know why. I left to check my account online at home to find out that the unauthorized payment was taken from my account on 9/16, which caused my bank account to go into the negative. I then faxed over my Bank of America bank account statement to the research department verifying the unauthorized debit transaction on 9/16. The research department sent me back a letter stating that I need to prove the unauthorized transaction.

This incident has caused my Bank of America account to be in over -$500.00, causing all my auto debit transactions to my account to be stopped from paying my other bills. Also, the few purchases I was making before I found out about the negative balance were considered overdrawn. Now, Bank of America is now calling and has sent a letter informing me that I will be turned into collections if that negative balance isn’t paid. I’ve also talked to a Bank of America representative who informed me that it wasn’t the bank’s fault for allowing such a transaction to go through clearly noticeable that there was not enough money in my bank account to cover that $607.00 check. The Bank of America rep said it wasn’t their fault for causing my account to be negative.

I informed him that it wasn’t my fault either and that between Chase and Bank of America somebody is responsible for this. I also have a parental savings account with BOA where $25 per week was transferred to my primary checking. That $25 auto transfer knocked down the negative balance that the unauthorized payment caused. I stopped the transfer. I have had to open another account with SunTrust Bank which cost me money to open the account.

Today, they said they show no modification notes showing us wanting the five year plan. I cannot get any answers from Chase, just the runaround. We have provided everything to Chase to process the 5 year modification plan, including continuous updates. I do not know where else. Consequences: loss of sleep, emotional melt down, and stress.

So, I called today to make my November payment and Chase told me I am in foreclosure and they stopped the fresh start program and even though the mailed out the ad for me to accept the program, everyone is not approved. So I need $4,285 today to bring payments current and they will not accept my November payment and my file was mailed on the 24th to the attorney’s office! I asked for a manager and he said they ended the fresh start program and he was sorry they said I was approved, but I need $4285 to stop the foreclosure! I instantly burst into tears because I feel that I have been scammed by Chase!

They FedExed me a program that is bogus and the representative lied to me and said my payments were added to the back of the loan. Now I am facing losing my house that I have been in for 10 years! I don’t know what to do. I asked the manager, “Isn’t all conversations recorded? Please go back and pull the tape.” He said yes, but that representative is no longer working there. So the conversation I had with her does not matter and the fact is I need $4285 today. I am outraged! They told me I was 100% approved because I qualified for the "fresh start" program. Now that I am now 4 months behind, they tell me there is no longer a "fresh start" program and either I come up with the money or I lose the home! What kind of mortgage company is this?

I have been communicating with Scott ** in the legal department and his standard answer is to apologize but that it has gone through all the channels and was approved but that WaMu, who was the original lien holder, will not sign off on the transaction. Instead, they have sent me a modification package which I have been working on for close to 3 months and they have made that process very hard as they keep demanding the same information over and over again. I have probably filled out 3 different packages for them and as of today, they agree that they have all my information. It remains to be seen what they will tell me next. Customers should be able to file suits against them but they are so big and the government will not make them do what is right.

When I called Chase back about this matter, they told me to be glad that I was $50,000 less in debt & hung up. They would not answer my phone calls or return my calls. They said our home appraisal had come in less than they first thought and that that was why it's for lesser amounts. I said that I should have been notified of that fact and that I should have had a say in which bills got paid in that event. I then had to put monies back on some of my cards to make a payment to the omitted card, as they had been expecting the payment they had been told was coming. This was 2 years ago.

Now, with the economy even worse, we are trying to survive on my husband's social security while we are unable to draw anything from our business, which is up for sale. Back in November 2008, my husband got diagnosed with cancer. Now, we are in even bigger financial troubles. To make matters worse, Chase upped our payments from $898.00/month to $1000.00 and our income is $1305.00. I called about the loan modification program. They said we didn't qualify for the Obama plan but did qualify for their in house plan, so now the process begins.

We were put on a temporary $531.34 payment plan for 3 months, while going through the modification process to make this permanent. I faxed everything they asked for, as requested. The 3 months went by, and then, they called and said they needed more info and that I have to download this modification packet from their website, fill out, & send back. I did this and was told they have everything they needed and a 4th payment was set up. Then, I got a letter from their Chase Fulfillment Center advising me that our home is in danger of foreclosure.

I called them and was told that even though this was in the works, I have interest and late fees building because payments aren't in full. Then a 5th payment was set up and was told they now needed more current info. I faxed what they said they wanted now & called as requested. Once again, I was told they have everything and were going to rush it through their underwriters to get this completed. Then, they called and needed 3 more pieces of info, such as an award letter from social security. They can see clearly on my bank statements what is deposited from social security!

Now, I am having to make a 6th payment & was told to keep making these payments until I hear from them. In the meantime, late fees and interest are continuing to build. I was current but unable to make the payment owing at the time this all started due to doctor and hospital bills that had to be paid at the time of services for my husband's cancer treatment.

I am now behind in the last statement $4069.14 due to these fees and still getting foreclosure letters. I don't even have any assurance that modification is going to go through at this point or when. From the beginning with refinance to ending with a modification, Chase has put us farther into debt rather than out of it, which was the whole point to begin with. This is on top of what credit card companies are now doing to us and everyone else like raising interest sky-high and lowering limits to below what is owed, so they can charge more fees. Life has become very bad. But that's another story.

How can this be right? What can be done about this? I have a credit score of 750 (because I pay regardless of treatment) and yet still get treated this way. It's absurd. I imagine there has to be something illegal about manipulating the available credit and then raising interest rates because of it. I am making every attempt to close every account I have with Chase but that I'm sure, they are aware it's not always that easy.

At this point, she started to yell. Yes, yell at me. "Sir, you are not listening. Your loan is not paid off, why can't you understand that!" Miss, you will sure go a long way in your career in customer service. Click. The call was hung up on. Where's my escrow balance check of $2,600? They have been paid off and have kept my money. I am tired of this crap. The banks always come out ahead. Just the other day, my wife went to withdraw a large some of money, supposed to be for cash and the manager told her that she would have to get a money order. So now we went back to cash the money order and guess what? 3-5 business days to cash it. That means they will have the extra cash for almost 2 weeks. Doesn't sound like much, but let's say they do that with a million dollar. At their 22% credit card rate, that 2 weeks equals $9,369 in profit for just delaying payments.

About 4 years ago, I got a similar note from Chase - they have the mortgage for the condo I live in. Our condo community has more flood insurance than Venice so I promptly faxed the forms showing we had flood insurance and figured that would be it. I was traveling a lot for work at the time so I had my bills set on automatic payment because I wouldn't be able to monitor my mail closely. Somehow, Chase ignored my flood insurance information and bought me flood insurance (of course from the Chase insurance company) and they started adding it to my mortgage bill. It took four months before I realized what was going on and by then they were registering me as late payments and it had messed up my credit score.

It took two years of fighting them every month before I finally got them to admit they had made a mistake and they finally fixed my credit score (luckily, I saved the original fax to them with the confirmation that it sent). So now, it seems we are starting this cycle all over again. Do yourself a favor and run like hell from this company!

I contacted Chase before we stopped making payments to inquire about options and was instructed to complete financial hardship paperwork. I completed all of the required paperwork and sent it to Chase. I was also informed that the property needed to be on the market for 30 days before Chase would consider a short sale. It has been on the market for 45 days.

As expected, collection calls from Chase became a daily ritual. I have spoken to at least 1 collector who was very kind, wherein I explained my situation in detail. I was assured it was noted on my file. This week, I spoke to Mrs. **, a financial counselor for Chase, calling from the same 1-800 number from Chase (by the way, that number if you call it has been disconnected). Again, a very nice conversation and detailed to the extent that she pulled up my file and noted that all of the required documentation was in place. She asked me to fax over a real estate agreement for the short sale; I did so the next morning.

Alas, today I received another call from a Chase collector, Edward **. He identified himself and advised me of the normal legal collection debt language. Like a good collector, he jumped right to the "chase", "Can you make your payment for your outstanding debt over the phone right now?" I responded with a simple "no". When asked why, I responded with, "do you have my file available?" His response was quick to rebut, "why can't you make your payment?" After a few go-arounds with "read the file" and "why can't you make your payments", I was beginning to feel uncomfortable dealing with Edward. I asked for his supervisor. He simply responded that there was no one available. Edward then stated he would note my file that I refused to answer his questions.

Feeling quite frustrated, angry, and anxiety setting in, I asked him if the conversation was being taped. He replied, "yes". I then asked again if he had reviewed my file. He ignored that (repeatedly) and was persistent with the idea that I was refusing to answer any questions. I consider that harassment. I voiced my concern with Edward and advised him that I would file a complaint. He denied that he was harassing me. I told him I was uncomfortable talking with him, and I gracefully said good bye and hung up.

If I was refusing to help Chase understand why I can't pay the mortgage, why would I answer the phone knowing full well that Chase was on the other end? In normal debt collection practices (I work in healthcare), collection agents have full knowledge of prior contacts and access to files to understand the nature of the balance owed or debt. What is wrong with Chase? Yes, they want to be paid and the collectors are incited to collect. I truly understand what their role is here, but is harassment the way to pull blood from a stone? The information should be, and probably is at, the finger tips of the collectors.

In this economy, lenders must show some compassion for people with a real and justified need. I won't spare the details of my situation, because everyone's is different. But I feel that I have done what I need to do to afford Chase the honest communication and work with them to negotiate reasonable solutions. I cannot and will not tolerate nasty calls that make me uncomfortable. I am not angry. I feel genuinely emotionally upset. I, therefore, will not speak to anyone from Chase unless that individual gives me the respect I deserve based on my honest commitment to reach out and manage this unfortunate situation. I do, however, want to hear from others about the nature of the treatment they receive from Chase collectors.

We finally got an answer in November. We had been declined. We were told that we were declined because my husband's income was adjusted and we were no longer in a hardship. In the seven months we were waiting, we fell further behind. I contacted Chase to try and work it out and was told that I couldn't get an extension or deferral because Chase doesn't own my loan; they are the servicer. I was lied to by several Chase employees and told by a Chase employee to contact NACA and lie to them about my situation. I refuse to lie to anyone in order to get what I need.

I want everyone to know what is happening with Obama's bailout. I need help to find out what my rights are and who to complain to about Chase. Please help. I need an advocate so I can keep my house.

I have additional information about my original complaint with Chase Bank. They have still not corrected my account. On the 23rd of July, I conducted a conference call with Ms. Agnes, the account supervisor in the customer advocate center at Chase, and a customer service representative from Andrews Federal Credit Union to discuss how Chase was not authorized to draw funds electronically from my account. Chase attempted to draw the funds from the account causing bank charges to be assessed to my account. Andrews sent me a letter referencing the transaction, and I faxed it to Ms. Agnes. To date, these monies still have not been credited back to me.

Also, my November statement still shows unpaid late charges assessed to my account. I was only late one month. I made 2 payments in the month of September - the September payment for $1781.40 was made prior to the 15th for my September payment, and $1851.53 was made to cover the August payment shortly after that but was after the 15th of September. I don't think it is right to charge me two months of late charges when in fact I was only late once.

It has been awful trying to get assistance with my account at Chase. These problems started in May with the electronic debits from my account. I have spent hours on the telephone with Chase representatives only to be transferred from one department to the other without resolving the situation. At one point in September, I was even laughed at on the telephone having to use my home phone and cell phone at the same time to get assistance because of hang-ups and disconnections and being transferred from department to department for hours and never having the issues resolved.

I am hoping that the Better Business Bureau can assist me in this matter. Chase says its goal is to provide the highest quality of service for each of its customers. Service for my wife and me has been deplorable. Thank you for looking into this matter for my wife and me. Hopefully, these matters can be resolved with a favorable outcome. Please let me know what progress has been made in resolving this issue as it has been 3 weeks since the original complaint was filed on the first of October 2009.

We hired our attorney for bankruptcy to write 3 letters and attempts to let them know that we were not responsible in any way for that loan. Then Chase said that we could modify our loan, so we began the process in November ‘08. Well, after phone calls and numerous paperwork over months, we called at least every 2 weeks. We got the same answers: keep making your "trial payments,” which were more than our original loan. We were supposedly in the underwriter’s waiting final approval from March ‘09 until we had a representative tell us sometime in September we had to start over.

We asked why. Well, it’s because the president passed the new bill in April and they had to shred all our old application. Well, no one had said anything about this in all of the correspondence sent back and forth month after month for 6 months. So then the Chase rep states they had mailed us documents to sign. We told them we never received them. They mailed out new documents and after 10 days there are no documents. So, I called them and was told, "Well, you can get them online." We told them there was no such link. So finally they mailed again and it was posted on 10/20/2009. We filled them out and faxed them 2 times.

Then we get a call today that we are in foreclosure. Our documents faxed on 11/14/09 were blank. The rep Christine stated they were blank. Then, she said that they mailed us the wrong ones. Maybe they will accept them. Meanwhile, we are still getting negative feedback, late charges and no answers. When is it enough? We have what Chase calls "updated our finances." Every couple of weeks we returned every phone call and paid our original agreement amount and faxed every paper. Yet they didn’t keep their end of the deal originally taking approximately 3 months. It’s been one year and now we are either in foreclosure or starting modification process all over. They can’t give us the answer. We have to call back tomorrow to speak to a supervisor in foreclosure. We are not ignoring their request or not paying. They aren’t doing their paperwork and telling us lies. Please help us.

During the escrow period (30 days), Chase did an appraisal on the property of interest which they required us to pay $395. After they had conducted the appraisal, they had found out the property was a flip. The property was sold at approx. $325K and the current appraisal on the property was coming back as $500K. The previous owner had their loan through Chase. This kicked off an internal investigation at Chase to determine why Chase had let the previous owner sell the property to the current seller at ~$325K when the appraisal on the property was noted as $500K. They also started looking more closely into my husband records to see if a scam was being committed. They started questioning their own property appraiser. Of course, it was purely Chase's decision to allow the property to sell at a specified amount and my husband had nothing to do with their decision.

During this investigation time frame, our escrow period was coming to a close and we were still waiting on Chase to approve the loan. My husband and I asked the seller for an extension on the close of escrow. The seller granted us only 10 additional days to close. If we couldn't meet the deadline, the seller was going to pursue his backup offers. We notified Chase and they informed us that they still couldn't close even with the 10 additional days. This amounted to 40 days which Chase had to close on the property, but due to their investigations, Chase could not meet this deadline. We were forced to seek a different lender who could close within a week. We had to request the new lender to expedite the processing and we incurred again another appraisal fee. We requested our appraisal fee that was paid to Chase be reimbursed. They have declined.

On April 24th, 2009, I faxed 47 pages to 1-866-282-5682 including the modification application that I printed from Chase's website. I called the Modification Dept at 1-866-550-5705 after I finished faxing the documents to make sure they received all of them and was told that they wouldn't check the fax machine and they would know if they received everything until my case was assigned to someone in about 30 days.

On June 1st, 2009, my son, Brian, turned 18 years old and May was the last check I received from him. His check was $762 a month. I called on June 6th, 2009 and was told that they didn't have any documents and that there was nothing in the computer. On June 9th, I went to the Community Assistance Network and Mr. Jon ** faxed the new application forms and documents, a total of about 36 documents, to Chase Modification department. The phone numbers I had was no longer in working order and the second number was not accepting any calls.

I called 2 weeks later to see if my application had been received and they said they didn't have anything yet. On August 3rd, 2009, I met again with Mr. Jon **. This time, he called a VP, Jason **, at Chase Home Finance and faxed all of the forms again to his fax number. Mr. ** called me on August 14th, 2009 and told me the all he needed was the W-2s for my husband for 2008 and my disability income. I faxed them to him the same day. He sent the package to the Modification Department.

I received a call on September 6th, 2009 and was told that they needed Section 3 of the application and a utility bill and proof of loss of income. On September 7, 2009, I faxed the 7 documents that were requested (these were included in the packet that Mr. ** sent to the Modification Dept.). I called several times and offered to pay $1,000 of the $1424.92 that was due and they said they didn't take partial payments. On September 16th, I called and confirmed that the pack was now at the Underwriter. I spoke to the Collections Department and was told that the only payment plan they had was to pay payment this month and a payment and the following month. I lost 1/3 of my income, $762 per month, permanently and could not do their so-called Payment Plan.

On September 30, 2009, I called and was told by Kenya that it was still pending. On October 16, 2009, I called and was told by Richard ** that it was still at the Underwriter. On November 2nd, I received a call from the Collections Department who want a payment and was told by them that my Modification Application was declined on 10/24/09. I still haven't received a letter stating that the application was declined and why. The Collections Department transferred me to Ed ** in reference to a Forbearance Loan and he said we were not eligible. He then transferred me to the Refinance Department and I was told by Patrick that we did not qualify to refinance. I then asked to speak to someone with authority and was transferred to Supervisor Fernando **. He told me to send them a new hardship letter, bank statements, pay stubs, proof of disability income and loss of income.

On November 3rd 2009, I spoke to Dodi ** from CHAI in reference to getting help with my mortgage. Later that evening, I received a call from Chase Account Manager, Adrian ext. **, who wanted to know what our intent was in reference to paying the past due amount. She stated that I was 90 days late and that I am in the pre-foreclosure status. I am past due for September and October. November was currently due on November 1, 2009 and I arranged for her to process a payment from my checking account on the 3rd Wednesday of the month, November 18th, when I get my check.

Also, on the 3rd of November, they mailed the pre-foreclosure letter that says If I do not pay the entire past due amount in 30 days, I will be in default and they would start foreclosure. On November 9th, 2009, I emailed authorization to Dodi ** from CHAI so she could speak to Chase on our behalf. On November 10th, 2009, I emailed all of the supporting documents to Dodi ** from CHAI. She called me and said that she received everything. Also on the 10th, I left a message for Fernando ** informing him that I had all of the documents he requested and was going to fax them. I asked him to return my call, because of receiving the pre-foreclosure letter when I am not 90 days late. I wouldn't be 90 days late until December 1, 2009 and that's if I didn't make a payment in November. The only persons I spoke to that had customer service skills was Fernando **. Richard **, and Jason **. The others were nasty and had a bad attitude, especially the Account Mgr, Adrian.

On November 12th, 2009, I left 2 messages for Mr. ** to call me back. Before I was transferred to his voice mail, the woman I spoke to said that they had received the fax and that she would forward it to Mr. **. She told me to ask Mr. ** for the Underwriter to send another copy of the Denial Letter that was sent on October 24th, 2009, since I have yet to receive anything from the Underwriter to the date.

I contacted them in November 2008, but she never bothered to even start till January 2009. After that I would call every week to ask why it was taking so long and got the standard answer that it was the underwriters. Then, it was one lost document after another and countless trips there to give them new ones or to sign another piece of paper that had been lost. The more I complained, the more trips I had to make. Once, I called and she started to give me someone else's information. Then I contacted her boss to complain about the second appraisal and was told I would not have to pay for a second appraisal. And now, I do. Is anything they say true.

I even explained to her that we were having hard times and needed to get this done as soon as possible, so as we would not have any late payment on our mortgage. I was told it would take no more than 30 days. It is now November 2009, and Ms. Joann finally called to say they can no longer do the loan. I wish I had gone to this website before I chose to go with Chase Bank.

I don't think Ms. Joann had any intention of ever approving this loan. I wonder how these people can sleep at night after taking money from people who cannot afford it and are in danger of losing their homes. If anyone knows how to contact Mr. Jamie, the head of Chase Bank, they should let him know his bank is stealing money from innocent people. If you are going to refinance your loan, do not go to Chase Bank they will only take your money and put you in the poor house.

I called the condo association's insurance agent again this morning and she said that she has been on the phone all week with Chase customers who are having this problem. She has wasted her time on the phone with Chase as well. She has confirmation numbers from all the faxes she has sent. I have a confirmation e-mail from the MyCoverage website. But still the threatening letters from Chase Home Finance keep coming.

After numerous phone calls to my office and re-faxing of information already faxed to them, Richard from Chase called to set settlement date of Thursday, 10/29/09, on the refi of the investment property. I asked Richard during this phone call what the status of the refi on the principal residence was and he stated that he did not see another loan in process under my social security number in Chase system. Since one of my primary reasons for entering into this refinance was to get the rental property fixed and rented, I was very concerned about this whole issue. Richard asked if I still wanted to go through with the settlement on the other loan and I stated that I wanted to know what was going on with the other loan first. Later that day, in the evening at home, I received a call from Monica (she gives the name Cecilia) who said that she had already called to inform me that Chase would not be able to do the refi on the principal residence with the cash out because the debt to income ratio was too high at 92% and that she had already called me with this information.

I told Monica that I had never received such a call and if I had, I would have gone elsewhere to get these refinances done. Cecilia put me on hold and on coming back to the phone said she and her supervisor had listened to the recorded conversations and she has that record of having made that call. This is completely untrue. It is important to note that during this phone call, Cecilia stated that since I was disappointed at this news, her supervisor had authorized to give back $200 of the application fee and that she would talk to the supervisor about refunding the entire $750 because I was so displeased. Of course, she believed at that time that I would still complete the other loan as did I. The only correspondence indicating such a decision was via US mail and when I called to inquire about this turn down, Monica told me not to worry about that letter. Although, I did not receive the letter until 10/13/09, it is dated 9/24/09. So, I continued with the refinancing believing that in the end, I would receive the needed additional funds to complete repairs and get the rental property to begin producing some income and get a somewhat lower interest rate on both properties as well.

By all appearances, Chase never intended to refinance the properties as I stated I wanted during the very first phone call to initiate this whole process. If this was the case, why didn't Chase just state that and I could easily have worked this out elsewhere? During the last two years, we have been trying to repair the rental house out of pocket. I have had my salary reduced and my wife has lost her job. Why didn't anyone at Chase suggest a loan modification in lieu of refinance? Without the additional funds to make the final repairs, I will continue to have a vacant property dragging down our already difficult financial position. I am not sure how I am going to make all of this work out but I am sure that I am better off not working it out with a misleading, if not downright deceptive, company such as Chase has presented itself to be.

Finally, after several months, I got the original person who took application and she said loan had been denied due to debt ratio? Also, when I asked to speak to processor, she said, "oh, that has changed. That person does not even have your loan now." I asked how long the appraisal was for and she said 90 days - long past. I told her that I wanted the money refunded immediately since I did not get approved. They eventually credited 350 dollars but the 400 dollars for the worthless appraisal was shot into the wind. Everyone beware when dealing with Chase.

Chase went ahead and paid my mortgage on October 13 and ignored the fact that 12 other transactions were made and not showing pending anymore. Also, they charged me insufficient fee on all, totaling $420.00. I really think this is why their profit's always up, because their way of conducting business is wrong. They do whatever they want with people's hard-earned money and thinks everyone has money like them.

I'm a single mother with two kids and was expecting to utilize my first paycheck after a long maternity leave. I could understand if the payment got presented a second time before I made all those other transactions. According to Chase, as much as the 12 transactions went through my account before, my mortgage is more important, so they did what was best for me. They did what would generate more money for them. Because of that, my son's school is about to put him out of school for not paying his tuition of $265.00; and my cable got turned off. I budget my money, and I'm always in the negative after trying to pay the most important bills first. Therefore, if I'm missing a dime, the situation would only get worse.

If you talk to 9 out of 10 Chase customers, they'll tell you that at some point in time, they had this experience with Chase. After I explained the situation to a manager at the local branch, she explained that I was right but they (Who is they?) will only allow her to credit me with half the amount. I think this is robbery, and this should be addressed. Thank you so much for reading this long and boring mail, but they need to be told that their way of conducting business is very wrong! Thank you!

My husband called them that Monday (October 12th) and they said that the investigation showed that it was their mistake and they would reimburse us the difference ($933 plus all the banking fees which my bank charged). They also stated that we would have to wait at least 10 more days. When I arrived at home, I called them again because this was unacceptable because I had bills that I was obligated to pay on the 15th of October. Our gas/electric was due and so was our car insurance. I also explained that my work paycheck is automatically deposited into my account and that most of my paycheck would go to the overdraft fees and the difference of the overpayment.

I spoke with Jamal and he reassured me that he could make things happen and that we would have a check express mailed to us and it would arrive on Saturday, October 17th. That never happened. I contacted them yet again on October 19th and spoke to Angel and she informed me that we would have to wait until October 28th. That is when Chase would wire back into my account. I tried to dispute and asked to speak with her supervisor but they were all in a meeting and could not be disturbed and that there was nothing I could do. At that point, I was almost on the verge of an anxiety attack that I had to stop and just let things happen according to Chase. Well, on October 28th at 3:00 pm, I called again and spoke with Rick. He said at that point, nothing was done but he reassured me that it would happen by the end of "business day today". I checked my bank today and it did not happen. My husband called them and they said we were not going to get our money back because of a balance past due.

Because of our financial situation, I am afraid I cannot come back from this. I was barely making ends meet and then they took $1000 extra away from me, my children and my grandchild. I do not have many people I can turn to for loans or for help. For about a year and half, my husband has been out of work and I have taken on the brunt of all expenses of our household. I was excited that our application was approved back in July 2009 by Chase that we qualified for the modification program.

I believe that what they did was wrong. They took money that I did not have and, now, I am not sure I can recover from that. People like PSGE, BOA, want to see their money on October 30th. Our phones have been shut off because the payment that was to be in their office on October 15th didn't happen. I want to know if there is a crime that was committed here.

I made modified loan payments in July, August, and September. All were on time. During this time, I began to receive calls from Chase's collections department. I carefully explained the situation each time and provided detailed information. In each instance, I was told that the collections and the loan modification departments were not in sync but that I had nothing to worry about. In late September, I received a letter from Chase asking for updated information. I faxed and mailed the requested information and have been told it was received on September 29, 2009. Within the last week, I have received two intent to foreclose letters from Chase. I have called each time, detailed all of this information, given payment dates, cited all the paperwork, and been told that I was fine and that Chase simply was backed up.

I mailed a package of information, including payment information, to Chase to the attention of Justin. I tried to email him, but the emails would not go through. I received an email from Abdoulaye. He confirmed receipt of my payments but also stated I was 90 days late. He also told me he was recommending me for a 6-month forbearance plan. I have attempted to follow up with Chase 5 times, and I have either been disconnected or told their systems were down.

I received a bill from them for $1,426.94, which means that they did not correct the problem and this could affect my credit severely. I had a friend in Arkansas who had to file bankruptcy for the same problem with them. If there is a class action lawsuit out there that someone knows about, I would like to join for the harassment and stress they have put me through. I am an active duty army and have a security clearance that problems like this could affect badly. Every time they call, I worry that they will contact my command and then I will have to go around circles with them as well to prove I have paid my bills.

To further show this as a con job, on April 23, 2009, after again asking to speak to a supervisor, this was the response I received: "It is not earnest money; it is a 'non-refundable' application fee. I state that it is non-refundable on every call and there are no refunds. If your loan is declined, you will receive $350 back which I also told you." I still have all the emails to back up my complaint.

Finally, I called the branch and asked to speak to a manager. I was told Fiorella was busy with someone else but that they promised someone would call me back about my loan. That day, I received two voice mails. The first was from Ryan at 11:57am saying he had gotten my messages and that he was looking into the status of my loan. He said he did not have access to Angelo's files and he had to go the long way to get any information. He said he would reach back to me. The second was from Sallie at 12:05pm saying she was returning my phone call. So after hearing that Ryan was looking into it, I waited.

On Monday, 9/28 (three days later), I called them back to find out the status. Again, no one returned my phone calls. So on 9/29, I tried to call again. This time, I asked if I should be speaking to another bank, because I'm obviously not a valued Chase/WaMu customer since no one returned my phone calls. I finally got Sallie on the phone, and she told me that the loan was denied in August and I should have received a denial letter. I told her we never received a denial letter, and she said a copy would be sent. She also said we would receive a partial application fee refund. After speaking to Sallie, Ryan called me back and basically told me I should try working with one of the smaller banks and there's nothing that Chase could do for me. I told him that I never received our denial letter and to please make sure that we were sent a copy.

So here I am on 10/28, and I have not received the denial letter or the refund for the application fee. I left Ryan a voice mail this morning, and of course, he did not call back. I also sent him an email, and I did receive a nasty reply in which he said I should speak to Sallie about my refund and letter. At this point, I would never recommend Chase/WaMu to anyone.

With a typical mortgage, if your due on the 1st, you have until the 15th before you're late. Chase will start calling me about 5 days after the 1st if they have not received payment. And every time they call, they ask for my mother (which disturbs me), and then, when I tell them she's deceased and I'm her administrator, they see that information right away. Yet, if I call for anything and need to speak to someone, I either get put on hold for 5 minutes while they try to find this information, or they just don't have it and I have to fax it again. Also, when they call about it being late, and I mean 5-10 days late, not even late enough for a fee, they will call numerous times throughout the day. I've asked repeatedly for them to stop calling me about the account, and they only stop after receiving payment. I would never consider Chase for a mortgage or equity line just because of the customer service I have received dealing with my mother's mortgage and equity line.

You guys and girls need to take this up with the White House or Congress or these banks will continue to allow good people out of their homes and continue to sink this economy further and then get rewarded with our money on the other end. I have lost every penny of my savings and have recently borrowed half of my 401k total to keep up with my mortgage.

The following month, I received another letter showing that my monthly payment had gone up again. When I called this time, I was told that the following month, they had been given my home insurance bill and that it had gone up by more than $100 (from $661 for the year to $851). So, I called my Allstate agent and had him recompute my coverage, so that the cost would remain at $661 for the year. Then I called the servicer again and asked how much the shortage was. I was told it was $129. I asked if I could pay the amount in question, so that my payment would not rise. They said I could.

So, I went to another branch at their suggestion and paid the amounts they requested. After five months, they still cannot get it right. I just got another letter showing that my payment is again going up with no explanation. When I called them again, I spoke with a girl by the name of Paula. She told me that my payment had been lowered, using all the wrong data to support her position. I was very calm and explained everything once again. She told me that only Angel had the power to do anything on my account and that she would call me back in an hour. I never heard back from her. This is short of a small claims action. What can be done? Can you help?

It has been a nightmare! I have been told I was denied and had to pay back the difference. Now, I have to pay all the late fees. And on top of everything, I had to make a double payment in September to keep my house from going into foreclosure and I found out all of this is being reported on my credit! My points are dropping when I'm in a program that is designed to help people.

I call weekly and have not gotten the same answer twice. One person actually told me to stop sending money and let it go into foreclosure because the process is so long that they will figure it out before I actually would be evicted! What kind of advice is that! Now, I really can't go anywhere, because they have drained my accounts and damaged my credit score. I wish I never got involved!

After reading these posts, it is obvious these scamsters are trying to prop up their cash flow by taking the $750 and running with it, loan be damned. His name is Steven ** and he is a bold faced liar. His phone is ** and these shady ** are scamming us. I will be the first to sign on to any class-action lawsuit. Please join in the fight against these shady banks. I thought Chase Manhattan JP Morgan was a reputable and honest bank. They are not.

Then on October 5th, the 1st Monday after the 1st, I received a call from the Chase collection department telling me that my mortgage is 30 days late. I was panicking beyond belief. I ran to grab my receipt all the while telling the rep that I made that payment at the branch. He went into his script mode and lectured me that my payment is due by the 1st of each month and that since they don't have my October payment, I am technically 60 days late. After he said that, I tried desperately to explain to him that I was holding the receipt in my hand and that there is a mistake. Again, script mode, he told me I had to submit a payment inquiry. He said there was nothing he could do about it. His job was to inform me that I was 30 days late and then asked me again when I planned on making my payment, like I was lying! He gave me the customer service phone number.

I immediately called the customer service number and was routed directly to the collection department because my account is in collection. I spoke to a rep. named Nadia, who informed me that I was 30 days late, etc., just like the script that I had just been read from the guy before. I need to tell you that Nadia spoke very broken English so I really didn't think that she understood what I was saying. I asked for a supervisor. She put me on hold for 5 minutes, came back and said that all of the supervisors were in a meeting. I asked her where she was calling me from. She said Panama. I told her I would hold for a supervisor because I wanted this addressed now. She again told me that the supervisors were unavailable. She said that the only option I had was to fax my receipt to a 1-800 number and the payment research department would look into it. She then informed me that it would take 10-14 business days for that process to be completed. I said, "No. It would be resolved today!"

Feeling desperate, I immediately called the branch where I made the payment and was instructed to bring my receipt to the branch and they would take care of it. I met with Liz, who processed the transaction. She remembered the transaction vividly because it is not often that the account number reassignment does not accept the payment under the old account number during the transition of new account number assignments. She told me that Chase has a habit of making changes like that and then not being prepared to accept and process payments under the new account number. She tried calling the same numbers that I did. She got an operator in the Philippines that gave her the same script that I was given. Liz then contacted the payment research department and was told to fax everything to them and that they would expedite the investigation.

I again insisted that they mark the account paid as I have proof of payment; the branch has proof of payment. They said that I had to be patient, as it is not their practice to mark accounts paid until they track down where the money was applied. I expressed extreme concern over my credit report and was told, "Don't worry about that, Chase will provide you with a letter that you can present to creditors after the matter is resolved." I explained that we wanted to refinance our car loans because the rates are lower now and that I did not think it was fair that my credit report is being held hostage due to their error. It is unacceptable that my credit report would show delinquent payments that were made on time. I have never, ever missed a payment in the 15+ (I think it is 20+) years that we have had this mortgage. Our credit is excellent, or at least it was.

I am writing to you now because I feel helpless. It has now been 10+ business days and Chase has yet to resolve the issue. We have made the October payment as usual, and Chase posted that payment to the delinquent September payment. Now I am getting collection calls about my October payment being past due. I have also received a letter from Chase informing me that I can prevent legal action if I sign up for an approved credit counseling class. Seriously, this is a nightmare. I got a message at work that Maya from Ohio called. Chase's collection address is in Ohio. My kids have taken the calls made to our house and asked me if we are going to lose our house like everyone else. All because Chase decided to change our account number and then was unable to accept payments under that new account number. I cannot be the only Chase customer that is having this problem.

I have asked for phone numbers to the payment research department and was told that they don't take calls. I asked for the phone number to the corporate office and again was told the only phone number I could call was the customer service department. I did eventually speak to Oscar, a supervisor in the Panama area and told him to read the notes, update the system and to have these calls stopped now. He told me that if I do not want collection calls that I would have to submit a letter stating that fact. He reminded me that Chase is attempting to collect a debt and that they will continue to call until the account is current. Gee, I wonder who I will call when Chase never finds my September payment. I wonder who I will call when my credit report is trashed and Chase won't fix it. Please let me know if you have had other complaints in this regard. As it stands, I have paid my September mortgage payment twice. My October payment shows delinquent. Both checks have cleared my bank account the day after they were made. I guess my only option is to pay my November payment early so that the Chase doesn't continue to harass me for their error. Thank you.

During this time (April 08) our home suffered hail damage and we received a check from our insurance company in the amount of $11,363, the amount our insurance approved to fix the damage. We sent the check to Chase as they instructed us to do. That is the last time we heard or saw the money. (The roof, siding and gutters have never been fixed and the money never returned to the insurance company.)

At the end of May, we tried to log in to our online account and were denied access. A phone call told us they were having system problems. We wrote a check and mailed in our payment. Three days later, we received a letter from a law firm stating that we were in default. I called Chase only to be told that they could no longer talk to us and that I would need to talk to the law firm.

I contacted the law firm and asked what we needed to do. He stated we had to pay off the owed amount but would not give the owed amount to me over the phone or e-mail. He would send a letter out with the new amount. After two weeks, I had not received anything. I called and was told they would send it out. I received the letter the two days before the amount owed was due. I called him and said we could not get it together in that amount of time. He said that was fine and would recalculate it and mail it out. Once again, I didn’t receive the letter and had to call. I also asked him about the money from the insurance. He said he would check on it.

In mid-July, I had not received the pay off so I mailed a cashier’s check for $8,000 to the law office to show good faith because they never could give me a number in time. We finally got things worked out the last week of August. The only problem was I had a check that my bank held for three days. I was not going to be able to get them the full amount in time. I notified the law office and was told not to worry, but we would owe a new amount. When I called after Labor Day weekend to get the amount, I was told our home was sold.

Chase didn’t want to talk to us about the insurance money or the problems with their representation. In Texas, they can foreclose on your home without appearing before a judge. If we would have, we would still have our home. We are people who have money in the bank, investments and my husband has a great job. We did everything we thought we should, except get a lawyer to help us.

We lost over $70,000 equity and improvements to the home. Our credit is ruined. My husband who is an engineer with a security clearance is in jeopardy of losing his clearance because of the foreclosure. We have had to pay to move our items after they were thrown on the lawn on over 98 degrees day. I, who suffer from extreme pelvic adhesions, had to help move our items. I had to lift and carry things that are over the 10 pound limit I have. Mentally, this is something no one wants to go through. The banks are getting bail outs, but they won't help their customers, the ones making them money.

When the paperwork came (by email) to sign, the city was incorrect on the property address. I contacted the loan officer, who told me please don't call me anymore, I am very busy. I received rude calls and emails from him and from the real estate agent (I believe they were working together) informing me that the papers had not been signed. I informed them that the address was incorrect, and that I had been trying to tell them this for weeks. Oh, sorry, we will correct and re-send.

I received a new email PDF set of documents (46 pages!) for me to print out and sign. The address of the property was still incorrect. The city was incorrect. I tried to contact the supervisor with no results. My calls were forwarded to voice mail and were not returned. I finally pulled all of my accounts from Chase. What a disgusting way to do business. I will never deal with Chase again. I also filed a complaint with the State Attorney General's Office, but was told there was nothing they could do. Consequences: loss of $375, stress, guilt that I put my parent through the mess as well.

I sent him all the documentation they requested and a $750.00 payment to start the process. Because my wife's income and my income were split, Mr. Richard claimed I did not qualify for the loan he quoted me, which was 4.375% because I did not have enough verifiable income since I am self- employed and would have made my payments $640.00 per month. But I did qualify for a 5.375% loan, which would make my payments $930.00 per month. I thought of the bait and switch you always hear about.

I asked if this was a joke, and Mr. Richard said it didn't make sense but that was the only loan he could pass. Since I was already into the process and he assured me it would move forward, I decided to keep going . He also stated he never forwards applications to underwriting unless they are going to be approved. He further stated the process would take four to five weeks in underwriting and to contact him by mid-August, if I had not heard anything from underwriting.

On July 21, I was contacted by Brett, a senior loan officer, who was now handling my loan. He told me the same thing that he sent my loan to underwriting and it would take four to five weeks. I was then contacted in early August by Jeffrey, a loan processor, who said he was now handling my loan and would take ten days to finalize everything for closing.

On September 3, Mr. Jeffrey contacted me and said that the loan was approved and set a closing date for September 11, 2009 at 10:00AM to be held in my residence. I contacted my attorney and informed him. On September 9, Mr. Jeffrey called me and said I needed to send him bank statements proving I was paying the mortgage. I stated that he had all documents throughout this process they requested, including bank statements. Mr. Jeffrey said my bank statements that were sent were used for income verification and I needed to send another set to prove that I have been paying the mortgage myself for twelve months. I informed Mr. Jeffrey that I have only been paying the mortgage individually since January, because that is when my wife and I separated.

Mr. Jeffrey said he would speak to his supervisor Mr. Desmond, operations supervisor, and he would contact me regarding the underwriter's request. I asked Mr. Jeffrey why the underwriters were requesting this since the loan has already been approved and scheduled for closing. He didn't have a straight answer for me, and I requested his supervisor contact me. Mr. Jeffrey stated there was a slight chance the closing would be postponed, but they were still shooting for September 11.

I faxed the banks statements out immediately showing I have paid the mortgage individually since January. Mr. Jeffrey e-mailed me and thanked me for the quick response. On September 10, I called Mr. Jeffrey, and he stated they are still working on it. I asked him why his supervisor didn't contact me, and he assured me that by the end of the day, he would.

On September 11, I called Mr. Jeffrey and had to leave a message, this time on voice mail, to please contact me. I received no response. I then tried to contact Mr. Richard and Mr. Brett and left messages for them, and I received no response. On September 14, I called and left a message for Mr. Jeffrey and Mr. Perrine, and I received no response. On September 16, I contacted and spoke to Mr. Jeffrey, and I requested his supervisor's direct number and e-mail and left a message on his machine to please call me. On September 17, I had to leave a message for Mr. Jeffrey that his supervisor did not contact me and to please tell me the status and to have Mr. Anthony call me.

On September 18, I wrote an e-mail to Mr. Anthony and CCed Mr. Jeffrey, Mr. Richard, and Mr. Brett. I expressed my complete disgust and disappointment in the way they were treating me as an existing customer. I had hoped to have gotten a response from anyone of these Chase employees and was totally ignored. My attorney made a call to Mr. Jeffrey and left a message to contact him.

On September 21, I contacted Mr. Jeffrey, and he once again stated they were working on it and that he would absolutely have his supervisor call me by the end of the day. I asked if he returned a call to my attorney, and he said he forwarded the message to Mr. Anthony. I told my attorney this, and he called again but never received a response in return. Once again, no one contacted me; and once again, on Tuesday, September 22, I e-mailed Mr. Jeffrey and said I expected a phone call today. I was totally ignored again.

On September 24, I contacted Mr. Jeffrey, who stated Mr. Anthony has been trying to reach me. I said that was not true since there was no messages or caller ID numbers from their office since early September. I asked when Mr. Anthony called me, and Mr. Jeffrey said, "I really don't think I should talk to you, so just contact my supervisor." And the conversation ended. I called Mr. Anthony, left a message, and e-mailed him also. I still have not heard from anyone.

On October 9, I sent another e-mail to Mr. Anthony; but this time, it included attachments of letters I sent to the Banking Commission of New York and my congressman. I finally received a response, and Mr. Anthony claimed he has been trying to contact me this whole time and that on September 16, he called and left a message saying my loan was cancelled after being set up for a closing. His explanation was I did not qualify. He outright lied about the phone call, and I said he better be prepared to verify he called me on that date. I know the Banking Commission and my congressman are putting pressure on them. They know the whole time line and are waiting to see their explanation.

I have no idea or explanation as to why Chase Bank is treating me in such a disgraceful and unprofessional manner. I have been totally cooperative and acquiesced to every demand they have made of me. I relied on their integrity and professionalism, and in return, I have been degraded, embarrassed, and humiliated through this whole process. I have also been prohibited from approaching other lending institutions, because of the Chase stipulation that I cannot entertain quotes from other lending sources while dealing with Chase.

I am currently in a 5 year ARM that will adjust in April. I have gone through the modification process but have been denied, although no clear explanation was provided. I have been seeking assistance and guidance from quite a few Chase representatives and have only received rude, misguided information. A business manager in the Refinance Department by the name of John ** was extremely rude and disrespectful to me during a phone call today. I was requesting information about how appraisals work and he told me, “I have the information right here, but why would I tell you?” This is just one example of how poorly Mr. ** communicated with me today.

Through the duration of my loan, I have always made my payments on time and have been a responsible homeowner throughout this “housing crisis”. All I am asking for is a little help and some detailed information about what my options might be. I understand this is a business; however, I am still a customer and a consumer who is paying Chase quite a bit of money on a monthly basis. I am hoping that in receipt of this letter, I am contacted by a professional, competent Chase representative, who can help me and my family move forward. Stress has affected my health and our finances are unstable.