Mortgage -- Struggling to pay mortgage -- Complaint #11032912
Complaint Overview
Complaint ID: 11032912
Company: Jpmorgan Chase & Co.
Product: Mortgage
Sub-Product: Conventional home mortgage
Issue: Struggling to pay mortgage
Sub-Issue: Applying for or obtaining a modification, forbearance plan, short sale, or deed-in-lieu
State: District of Columbia
ZIP Code: 20017
Date Received: 2024-12-04T12:00:00-05:00
Date Sent to Company: 2024-12-04T12:00:00-05:00
Company Response: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Consumer Narrative
My mother passed away on XX/XX/year>. I contacted Chase Mortgage that week to notify them of the death. They requested that I send over a XXXX XXXX so that I may become an authorized user on the account and be privy to account details like existing balance. I sent the XXXX XXXX on XX/XX/year> via email to the Chase Life Events Team. I called again on XX/XX/XXXX to inquire regarding mortgage assistance as I learned that the account was past due beginning in XXXX ( For reference, my Mom got XXXX in XXXX, was hospitalized on XX/XX/XXXX and died on XX/XX/XXXX. ) I was told that I needed to become an authorized user on the account and in order to become one I needed to provide my birth certificate. I sent my birth certificate on XX/XX/XXXX. I followed-up about a week later and was told that I am not eligible to apply for mortgage assistance as an authorized user and that I would need to become the Sucessor-in-interest. I was told that I need to complete an application as well as provide additional documentation that applied to my situation as indicated on the cover sheet of the application. In this case the situation that applies is " Death of a Relative ''. Since I already provided the the death certificate and the birth certificate I confirmed that the only documentation still needed a Letter of Administration ( showing that I am the Personal Representative of the Estate ) since my Mom died without a will and her estate ( which the house is now part of ) is in probate. After confirming this, I sent all documentation over via email to the Life Events team on XX/XX/year>. After not hearing back for about a week, i contacted Chase again to inquire about the Status of my application. I was then told that the application could not be reviewed until I provided a copy of the executed deed conveying the property out of my Mom 's estate to myself. I stated that the intent was to sell the property to satisfy the debts of the estate and so we would not be conveying the deed out of the estate. I was told that I the Letter of Administration would not suffice and that I had to convey the property out of the estate and become financially responsible for the property. Of note, I am requesting a short-term forbearance of the mortgage payments to avoid foreclosure while the property is cleaned out of personal items in preparation for listing for sale. Also of note, shortly after Chase was notified of the death of the borrower, they tried to transfer the mortgage to another company. I fought this all the way to the corporate office and stopped the transfer. I have attached a copy of the Sucessor-in-Interest application with the listed requirements. I called again today and was told yet again that I have to convey the title out of the estate. I was told multiple times that I need to become financially and legally responsible for the property in order to apply for assistance. I reiterated that I already sent over a Letter of Administration demonstrating that my Mom 's died without a will ( intestate ) and that I am the personal representative of her estate so I am legally able to determine what happens with all belongings in her estate ( including the house ). Therefore the " Death of a Relative '' applies. I kept being escalated all the way up and during my call and was repeatedly told that I must have the executed deed and become financially responsible for the property.
Frequently Asked Questions
What is Complaint #11032912 about?
Complaint #11032912 was filed against Jpmorgan Chase & Co. regarding Mortgage specifically about Struggling to pay mortgage. It was received by the CFPB on 2024-12-04T12:00:00-05:00.
How did Jpmorgan Chase & Co. respond to this complaint?
The company responded with: "Closed with explanation". The response was timely.
What is the risk level of this complaint?
See the risk assessment section for details on this complaint's risk profile.
How do I file a similar complaint?
You can file a complaint with the CFPB at consumerfinance.gov/complaint. Select the appropriate product category (Mortgage) and describe your issue in detail.
Can I see other complaints against Jpmorgan Chase & Co.?
Yes, visit the Jpmorgan Chase & Co. company profile at readthecomplaint.com/company/jpmorgan-chase-co to see all complaints, risk scores, and analysis.
Disclaimer
This analysis is AI-generated based on publicly available CFPB complaint data. It does not constitute financial or legal advice.