After Several Months of Attempting to Receive Assistance from Chase, I Am Beginning This Log

After several months of attempting to receive assistance from Chase, I am beginning this log. This log is by no means exhaustive.

October

10/16/08 / Mr. Middleton (866) 395-4760 ext 2006 From Chase called me today. I explained that I needed assistance from Chase to modify my loan; I would like to put my property taxes and a mortgage payment to the end of my loan so that I could catch up. The taxes add an additional 500 per month to my loan payment. Mr. Middleton just laughed and told me to call HUD. He told me I needed to make a payment over the phone right now.
Because this is the 10th person handling my account I am starting this log. Chase is still contacting my wife even though I have told them that she no longer lives here, as we have very recently separated and is no longer making the payments on this loan. I have been making the payments for the last six months. I have repeatedly asked Chase to only contact me – each time I am assured that they have updated the system accordingly, however my wife still receives calls. I have repeatedly updated my contact information with Chase and asked them to contact and work with me.
Next Steps: Contact HUD
I contacted my local, HUD approved housing counseling agency at HUD.gov they told me to contact HOPE NOW Alliance at (888) 995-HOPE.
I worked with HOPE to complete their package and HOPE forwarded my request to Chase.
At the same time I contacted FHA at (800) CALL-FHA to see if they could help me get a new loan.
10/17/08 / I found information about Catholic Charities in the HUD website and contacted Catholic Charities.
10/23/08 / Chase representative, Shauna. Shauna left a message for my wife that she was my case coordinator and had received my package and that she would be handling my case.
Shauna – Case Coordinator at Chase
Homeowners Preservation Office
1-800-848-9117 ext 3303
I called Chase back at 10:30 and left a message for Shauna. No return call received.
10/25/08 / Called Hope to let them know that Shauna at Chase had received the package, but that she would not call me back.
HOPE
Phone number 888-995-4673
10/25/09 4:25pm
Called Shauna again and left another message
Shauna – Case Coordinator at Chase
Homeowners Preservation Office
1-800-848-9117 ext 3303
11/24/08 / Worked with Catholic Charities to send a “Qualified Written Request” under section 6 of Real Estate Settlement Procedures Act (RESPA). Along with all of the documentation required to Chase at PO Box 78116 Phoenix AZ 85062-8116
12/26/08 / Called Chase 877-838-1882 ex52195
866-665-7629 ext. 37838
And spoke with Andréa
Andrea told me to call Chase at 866-665-7629
12/29/08 / Called Chase and was on hold for 30 minutes. Miranda told me to fax the following to 866-958-0140
·  Hardship letter
·  Tax 2007
·  Last 12 months both personal
·  Deposits
·  Expenses monthly
·  Home owners
·  and cover sheet including my loan number :8002930219
1/8/2009 / Faxed Chase 866-958-0140 1:22p re-faxed my hardship letter. I could not fax the whole package again because it is too big. I was hoping this would help them to find the package that I previously sent December 29th.
2/4/08 / Chase called 866-665-7629 and Elainey confirmed that they had received my hardship letter in December.
2/12/08 / Called Chase 10:30a because I had not heard back from Elainey. The voice mail box is full so I could not leave a message.
2/17/08 / Called Chase 866-665-7629 voice mail box is full
Faxed my hardship letter again 5:18p
Contacted the Better Business Bureau
2/18/09 / Since I can’t get in touch with anyone at Chase because the voicemail box is full, at 11:15a faxed hardship letter and my loan modification request to Chase at 678-475-8792. I need an address to re-send my package to because it is too big to fax.
2/25/09 / Contacted the Department of Real Estate
2/26/08 / Received a response back from the Department of Real Estate. They advised me that they were not the agency to assist me with this matter and suggested that I contact the Office of the Comptroller of Currency (OCC) and provided me with the appropriate contact information.
2/26/09 / Andrew T. North Executive Resolution Group at Chase called me today regarding my correspondence to the Better Business Bureau. Mr. North asked for all of the same information that has been provided to Chase on at least five separate occasions, as listed below:
·  Received 10/23/2008: Hope sent certified / per Shauna received at Chase
·  Received 11/28/2008 Catholic Charities Chase at PO Box 78116 Phoenix AZ 85062-8116
·  Received 12/29/2008: Per Miranda I faxed full package (again) to 866-958-0140
·  Received 01/08/2009: via fax 866-958-0140 1:22p (hardship letter only – Package too big to fax)
·  Received 02/18/2009: via fax sent to 678-475-8792 (hardship letter only – Package too big to fax
In his letter Mr. North says that Chase may be able to consider me for a modification but does not address any of the other concerns outlined in my letter. His response completely ignores the fact that Chase has repeatedly violated Cranston v. Gonzales by completely ignoring all of my written correspondence as well as all of my attempts to work with Chase.
2/27/09 / Contacted Mr. North at 888-310-7995 ext. 6233 – Left a message – No Return Call
Contacted Mr. North at 888-310-7995 ext. 6233 – Left a message – No Return Call
Contacted Mr. North at 888-310-7995 ext. 6233 – Left a message – No Return Call
3/1/09 / Sent online Complaint to Federal Reserve Consumer Help. Received confirmation of receipt.
3/1/09 / Registered online complaint with the Department of Consumer Affairs
3/3/09 / Sent complaint to Department of Corporations
03/31/09 / Received a letter from OCC advising they had contacted Chase for resolution
4/16/09 / Received a letter from Andrew North responding to the letter that I sent to the BBB on February 17. 2009. The letter advised that Chase had received the necessary documentation from me (again) on March 31, but that my request for modification is still under review.
5/6/09 / Received an email from Andrew North providing the potential terms of the loan modification agreement
5/11/09 / My wife received a form letter from Chase thanking me for my recent modification request, and advising me that they are “actively reviewing my request and will be following up within 30 days of this letter”.
5/26/09 / My wife received a form letter from JM Adjustment services asking her to contact Chase. No other information is provided in this letter.
5/27/09 / Sent online complaint to Dept. of Justice - received email response
5/28/09 / In response to my inquiry, Mr. North advised me that he escalated this issue to the manager of the underwriting department. Mr. North will notify me as more information becomes available.
6/8/09 / Mr. North Confirmed that the modification work sheet is in line to be composed into a contract, but, “Because of the overwhelming amounts of contracts going out, this process can actually take some time”
6/9/09 / Received a call from Riana (Chase) 1-866-447-1836 ext 15012 at 8:27a regarding my modification. However she was not calling regarding the modification promised by Mr. North, this was to be a “trial” modification lasting 3 months. The payment would be $1595.00. According to Riana, there will be no paperwork provided to me, there would be no terms or agreements provided to me for review. When I asked to speak with a Manager, the Manager told me to disregard the call.
6/24/09 / Received a letter from OTS advising me that they are transferring my case to the OCC
7/15/09 / Received acknowledgement of receipt of complaint from Department of the Treasury (TIGTA) - They referred me to the IRS
8/5/09 / JP Morgan Chase Fulfillment Center sent a Statement of Eligibility for Loan Modification advising that we do not qualify for the following reasons:
My income is insufficient
Property equity exceeds our program guidelines
8/6/09 / Received a letter from the OCC responding to my letter to the OTS - closed case 928067. they will be using case no 880530
8/18/09 / Received a letter from Mr. North in response to my letter dated 2/7/09 to the BBB advising that Chase was offering me a 90 day trial forbearance and upon completion detailed the terms of my loan modification.
8/22/09 / Received a Corrected Statement of Eligibility for Loan Modification form letter advising me that I do not qualify for a loan modification for the following reasons:
My income is insufficient for the amount of credit required.
10/3/09 / Received a Form Letter – Fast Pay Offer. Offering me the opportunity to make my loan payment using fast pay for a fee of $15.00
10/30/09 / Received an urgent form letter stating, “YOUR MODIFICATION IS AT RISK – URGENT RESPONSE NEEDED!” The letter requests all of the same information previously provided and received by chase.
11/3/09 / Received an Acceleration Warning (Notice of Intent to Foreclose)
11/3/09 / Received another Acceleration Warning (Notice of Intent to Foreclose)
11/3/09 / Received another, another Acceleration Warning (Notice of Intent to Foreclose)
11/3/09 / Received a letter advising me that I may be eligible for a loan modification – unbelievable.
11/3/09 / Received another letter advising me that I may be eligible for a loan modification.
11/3/09 / Received another, another letter advising me that I may be eligible for a loan modification.
11/10/09 / Sent letter to Chase in response to the notices received on November 3.
11/19/09 / Sent a letter to Andrew North advising that effective November 1, 2009 that I had successfully completed my trial forbearance plan and was awaiting my loan modification. I also addressed other serious concerns.
11/25/09 / Received an urgent form letter stating, “YOUR MODIFICATION IS AT RISK – URGENT RESPONSE NEEDED!” The letter requests all of the same information previously provided and received by chase.
2010
1/31/10 / Received an urgent form letter stating, “YOUR MODIFICATION IS AT RISK – URGENT RESPONSE NEEDED!” The letter requests all of the same information previously provided and received by chase.
3/8/10 / Received letter advising that my correspondence of November 25, 2009 regarding my loan modification was still being reviewed.
4/3/10 / Received a letter advising that Chase had received an “Insufficient Partial Payment” which was my loan payment as agreed – the letter requests a payment of $29,422.43 to bring my account current.
4/6/10 / Per the request of Teresa Shultz in the Executive Resolution Group I faxed her all of the correspondence between myself and Andrew North.
5/1/10 / Sent another “Qualified Written Request” attached to my May payment.
5/5/10 / Teresa called and left a voice mail message – the number + extension actually logs me into her voice mail.
5/11/10 / Received a Loan Modification Package via Federal Express (tracking 7986-4849-5401) The letter advised that if I had questions I should contact Chase at 877-838-1882. I had questions so I called. The number is for the Loss Mitigation Department who had no record of sending me a modification – I was transferred to Sharon in Customer who also had no record – she transferred me to Tanika in Loss Mitigation/Underwriting who also had no record and suggested that I fax everything to Corrina Perez for review.
5/11/10 / Received a MHA Modification Request Confirmation letter dated 5/7/10
The letter requests all of the same information previously provided and received by chase.
5/11/10 / Received a letter from the BBB referring me to the Delaware location
5/12/10 / Received a call from the Executive Resolution Group advising me that they would be sending me out a loan modification package very shortly.
5/13/10 / Received a customer survey call from Intellisinc regarding my telephone conversation with Sharon in Customer Care as well as my experience with Chase in general.
5/13/10 / Received a call from Chase congratulating me on the completion of the trial and my new loan modification. I explained at length the current situation.
5/14/10 / Sent email to
5/14/10 / Sent a letter via fax (as requested) to Underwriter Corinna Perez
5/14/10 / Sent a copy via fed-ex to CHF, LLC Document Preparation Department
5/14/10
6:16 / Received a call from Chase congratulating me on the completion of the trial and my new loan modification. I explained at length the current situation. I asked that their system be updated to reflect that I had several questions regarding my modification and that I had faxed a copy to the underwriter today.
5/14/10
7:11 / Received a call from Chase congratulating me on the completion of the trial and my new loan modification. I explained at length the current situation. I asked that their system be updated to reflect that I had several questions regarding my modification and that I had faxed a copy to the underwriter today.
5/14/10
7:56 / Received a call from Chase congratulating me on the completion of the trial and my new loan modification. I explained at length the current situation. I asked that their system be updated to reflect that I had several questions regarding my modification and that I had faxed a copy to the underwriter today.
5/14/10 / I received a letter dated May 10, 2010 from the Executive Resolution Group advising me that this letter was in response to my QWR dated 11/24/2008, which was only recently forwarded to them on May 7, 2010.
5/15/10 / Sent Response Letter to Chase Executive Resolution Group Re: QWR Dated 11/24/08.
5/15/10 / Received a letter advising that Chase had received an “Insufficient Partial Payment” which was my loan payment as agreed – I always attach a copy of the letter from Mr. North with each payment to insure that they are properly applied. The letter requests a payment of $30,575.91 to bring my account current.