Mortgage -- Trouble during payment process -- Complaint #18701238

Complaint Overview

Complaint ID: 18701238

Company: Jpmorgan Chase & Co.

Product: Mortgage

Sub-Product: Home equity loan or line of credit (HELOC)

Issue: Trouble during payment process

Sub-Issue: Trying to communicate with the company to fix an issue while managing or servicing your loan

State: Virginia

ZIP Code: 22201

Date Received: 2026-01-13T12:00:00-05:00

Date Sent to Company: 2026-01-14T12:00:00-05:00

Company Response: Closed with explanation

Timely Response: Yes

Consumer Disputed: N/A

Submitted Via: Web

Consumer Narrative

SUMMARY OF COMPLAINT I am submitting this complaint against Chase Home Lending for ongoing mortgage-servicing violations, including : Failure to properly process a Request for Mortgage Assistance ( XXXX ) Improper and repeated adverse credit reporting during a pending XXXX Continued collection activity and phone contact after written cease-contact notice Failure to issue required written determinations under 12 C.F.R. 1024.41 Unauthorized credit inquiry while my credit was frozen Ongoing conduct causing compounding financial and credit harm Chases conduct reflects willful non-compliance with federal servicing requirements, not administrative error. FACTUAL TIMELINE ( DOCUMENTED ) XXXX. XXXX Submission and Receipt On XX/XX/XXXX, I submitted a complete Request for Mortgage Assistance due to hardship caused by confirmed financial fraud. Chase received the XXXX on XX/XX/XXXX, as confirmed by fax transmission. Attachment XXXX : XXXX Fax Receipt Confirmation ( XX/XX/XXXX ) XXXX. Improper Past-Due Notice After XXXX Receipt Despite receipt of the XXXX, Chase issued XXXX past-due notice on XX/XX/XXXX, without issuing a Notice of Incompleteness or written determination. Attachment 2 : Past-Due Notice ( XX/XX/XXXX ) XXXX. Adverse Credit Reporting During Pending XXXX On XX/XX/XXXX, I received a third-party credit alert confirming Chase reported XXXX payments after the XXXX was received. This adverse reporting has continued monthly. Attachment XXXX : Credit Alert Showing Post-RMA Reporting ( XX/XX/XXXX ) XXXX. Requests for Required FBI Language Ignored Beginning XX/XX/XXXX, I repeatedly requested that Chase provide the specific written language it claimed was required from the FBI to recognize my hardship as fraud-related. Chase never provided this information. Attachment XXXX : Demand for FBI Language Required by Chase ( XX/XX/XXXX ) XXXX. Formal Notice of Non-Compliance and Cease-Contact On XX/XX/XXXX, I sent a Formal Notice of Non-Compliance and Demand for Cure to Chases Executive Office requiring written determination, cessation of adverse reporting, and email-only communication. Chase did not comply. Attachment 4 : Formal Notice of Non-Compliance ( XX/XX/XXXX ) XXXX. Unauthorized Executive Office Phone Contact Despite written prohibition on phone contact, on XX/XX/XXXX, a Chase Executive Office representative left a voicemail instead of providing a written response. Attachment XXXX : Voicemail Transcript ( XX/XX/XXXX ) XXXX. Continued Phone Contact After Notice On XX/XX/XXXX, Chase again placed a verified call to me without leaving a voicemail, following the cease-contact notice. Attachment 6 : Call Log Screenshot ( XX/XX/XXXX ) XXXX. Active FBI Investigation Confirmed On XX/XX/XXXX, the FBI confirmed that the underlying fraud investigation remains active. Chase has been aware of this status for months. Attachment 7 : FBI Victim Notification Letter ( XX/XX/XXXX ) XXXX. Unauthorized Credit Inquiry While Credit Was Frozen On XX/XX/XXXX, I received a Chase XXXX XXXX alert showing a new credit inquiry. I did not apply for credit, and my credit file was frozen at the time. Attachment XXXX : Unauthorized Credit Inquiry Alert ( XX/XX/XXXX ) VIOLATIONS IDENTIFIED Chases conduct includes, but is not limited to : Violations of 12 C.F.R. 1024.41 ( failure to issue required written notices ) Improper adverse credit reporting during a pending loss-mitigation review Continued collection activity during XXXX evaluation Failure to respond to written disputes and documentation requests Harassment through repeated unauthorized phone calls Unauthorized credit inquiry while credit was frozen These violations are ongoing. HARM TO CONSUMER Chases actions have caused : Repeated and ongoing credit score damage Loss of creditworthiness and financial standing Significant administrative and legal time expenditure Coercive pressure to pay while Chase withholds required determinations These are continuing harms. RELIEF REQUESTED I request that the CFPB require Chase to : XXXX. Immediately cease adverse credit reporting related to this account XXXX. Correct all improper credit bureau entries made after XX/XX/XXXX XXXX. Issue a compliant written determination under 12 C.F.R. 1024.41 4. Cease all collection and telephone activity 5. Explain and remediate the unauthorized XX/XX/XXXX credit inquiry 6. Conduct supervisory review of Chases servicing practices in this matter ATTACHMENTS ( FINAL ) XXXX. XXXX Fax Receipt Confirmation XX/XX/XXXX XXXX. Past-Due Notice Issued After XXXX XX/XX/XXXX XXXX Credit Alert Showing Post-RMA Reporting XX/XX/XXXX XXXX. XXXX Notice XXXX XXXX XX/XX/XXXX XXXX. Voicemail Transcript Chase XXXX XXXX ( XX/XX/XXXX ) XXXX. Call Log Screenshot Missed Chase XXXX ( XX/XX/XXXX ) XXXX. FBI Victim Notification XXXX XX/XX/XXXX XXXX. Demand for FBI Language Required by Chase XX/XX/XXXX XXXX. Unauthorized XXXX XXXX XXXX XX/XX/XXXX XXXX

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