AUGUST 2010 UPDATE: It took over 2 years, hundreds of hours of research and dogged persistence (and for sure divine intervention!) but WE DID IT! WE GOT A LOAN MODIFICATION FROM JP MORGAN CHASE!
It is our sincere hope that others can benefit from the information we?ve compiled on our journey ? please read on!
After several months of attempting to receive assistance from Chase, I am beginning this log. This log is by no means exhaustive.
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.
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.
Called Hope to let them know that Shauna at Chase had received the package, but that she would not call me back.
Phone number 888-995-4673
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
? 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
4/12/09 Received a letter from Chase Home Finance LLC / American Security Insurance Co confirming cancellation of the erroneous forced placed hazard insurance ? effective date of 12/20/2008.
4/12/09 Received a letter from Chase advising that they purchased a limited hazard insurance policy at my expense.
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.
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 Scholz 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 [email protected]
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 – Document was delivered to Chase on May 18th and signed for by I. Logan.
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.
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.
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.
5/15/10 Received a letter from the BBB regarding the QWR advising me that my correspondence was forwarded to the BBB of Delaware. I am to follow up within 5 weeks if I have not received a response.
5/17/10 Received a call from Chase congratulating me on the completion of the trial and my new loan modification. I explained at length (again) 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 letter detailing my questions along with an unsigned copy of my modification to the underwriter, Corrina Perez on Friday, May 14th, 2010. In addition I sent a duplicate package via fed-ex to the Document Dept.
The caller said that she will note my account accordingly and then proceeded to tell me that if I had questions about the modification I needed to put them in writing, along with a copy of the blank modification and send them to Corrina Perez with 30 days. I reiterated as simply as I could how I just explained to her in detail that I had completed those steps on Friday May 14th.
5/24/10 Received a letter dated 5/19/10 from Larry Thode, Vice President of Customer Care advising that the purpose of this letter was in response to a recent inquiry about my loan. The letter provided telephone 800-548-7912 to call should I have any questions.
1:12p called Chase to find out to which correspondence this letter refers.
Customer Care Representative Rod – advised he was wrapping up another call and politely asked me to hold. I politely held for over 5 minutes then was cut off.
1:29p Explained that I had received a letter from Customer Care Vice President Larry Thode and I had some questions – and that the letter advised me to call 800-548-7912. Coby Loss Mitigation advised that my call was automatically rerouted from the number I dialed (above) to Loss Mitigation. And asked me to hold. I received a autovoice message, “we’re sorry but we can not continue processing your call, please hang up”.
1:36 Dialed 800-548-7912 Advised that I had received a letter from Customer Care Vice President Larry Thode and that I wanted to know to which correspondence his letter refers. Placed on hold – Transferred to Customer Care Department and received auto-voice message “we’re sorry but we can not continue processing your call, please hang up”.
1:42 Mario Loss Mitigation – explained my situation and that this was my 4th call in half an hour – and asked if he could hold on the line while I was transferred – he said he would, “warm transfer” me and asked me to hold. Transferred to Customer Service. Explained my question was told that he (the rep) didn’t know. He offered to escalate the call to a supervisor – spoke with Supervisor Edwina. She can not locate the letter in the system and advised me that our account is not serviced by Customer Service, but by Loss Mitigation. I explained again that is signed by the Vice President of Customer Care Larry Thode (Toady) and she explained that this form letter is generated whenever a request of any type is received at Chase, so she can not say for sure which correspondence this letter is in response to – she researched the account notes further and believes that it is in response to my letter of May 10th. But since I didn’t send anything on May 10, I am still unsure.
6/4/10 Received a request for loan modification package from Chase via Fed Ex (tracking 798-2279-6660) – Along with a letter thanking me for my recent request for a mortgage modification through the Making Home Affordable (MHA) Program.
Are you kidding me?
Interestingly, this is from a completely different state – I’m going to use the prepaid federal express envelope they provided to reach out to my new Chase friends at:
Chase Fulfillment Services
4500 Cherry Creek Drive, South
Mail Stop – Initial App – 09
Glendale, CO 80246
6/7/10 Received a response from the Federal Trade Commission
FTC Reference No. 22531066
Advising me that my complaint will be recorded in their complaint retention system.
6/9/10 Received a form letter from the Vice President of vagueness and also Customer Care, Larry Thode, “in response to my recent inquiry regarding your Chase loan”.
I would call to confirm to which correspondence he is referring, but been there – done that. (May 24th, 2010)
6/9/10 Received a letter from the Department of Corporations indicating that our complaint was forwarded to Charisse L. Calloway, Legal Department for Chase Home Finance LLC for response. (re Department of Corporations File No. 10037072)
6/10/10 Letter dated 6/10/10 from BBB serving Central Ohio advising that they could not address my complaint against Chase as the original letter was addressed to Chase, and only cc to BBB.
6/16/10 Sent a letter to the Homeowner’s Assistance Department / Chase Fulfillment Center
In response to the “response to your Request for a Loan Modification”
My letter included the following items:
? Original unsigned package received June 4th
? Complete copy of the letter dated May 12, 2010 sent to Underwriter Corinna Perez
? Documentation from Mr. Andrew North – Executive Resolution Department
Letter was sent via fed-ex tracking 7987-2279-6291. Package was delivered to Chase on June 16th, 2010 and signed for by N. Coral.
6/16/10 Sent A response letter directly to the BBB servicing central Ohio – Attn.: Katherine Giere, Dispute Resolution / Senior Consultant outlining my complaint and providing documentation to substantiate my claim.
6/24/10 Received a call from Darrin in Loss Mitigation Department (AZ) at Chase Home Finance LLC 800-848-9380 x19228. He called to advise that we needed to sign and return the modification package in order to avoid further collection action. I explained our situation in detail and he asked that I forward the information to him via fax to: 866-282-5682. I advised that I would have access to a fax machine tomorrow and would be sure to send him my information.
6/24/10 Received letter from BBB Columbus Ohio in response to my letter to them dated June 9th (and resent per BBB instruction on June 16th to Katherine Giere) advising:
? New Case No. 70077024
? Web Site to Check Progress https://www.bbb.org/centralohio/complaintreply/c
? Along with a password
? The BBB sent a request to Chase asking them to respond by July 4th, 2010.
6/25/10 Attempted to send fax to Darrin – fax would not go thru. Called Chase 800-848-9380 spoke with Michelle. Per Michelle the fax number is correct, however they are having “issues with it right now”. Michelle suggested that I wait an hour or so and try again. I advised that this is a really large fax and that I only have access to a fax machine for a limited time and requested that she also give me an address to mail to. Michelle provided me with:
Chase Fulfillment Services
4500 Cherry Creek Drive, South – Suite 100
Glendale, CO 80246
I told her I would mail a copy and try to fax again later. Michelle will update my account notes so that Darrin will see them when he comes in this afternoon.
6/25/10 Called Loss Mitigation to get a status on the credit reporting being done on my loan. I spoke with Diana Gonzales who was extremely passionate (read: yelling at me) about getting me to understand that if I didn?t sign the modification packet that I had and somehow get it back to them before June 30th, 2010 I would, ?get nothing from Chase? At first she accused me of trying to get something for nothing ? but later settled down and was very helpful when I explained my ongoing situation. Although she did not have access to how chase has reported on my loan, she did say that my loan shows a due date of September 2009. She suggested that I go to annualcreditreport.com
Diana Gonzales gave me the direct numbers for:
Cindy Parsley, Underwriting Supervisor: 858-605-2487
Holly Bartleson, Vice President Underwriting: 858-605-5177
In addition she gave me (another) contact number for HUD: 800-569-4287 as well as confirmed that the fax number for Darrin is just a general fax for the department, so anyone could be working on it.
From our conversation it became obvious that the Executive Resolution Department works outside of the normal servicing scope ? I decided to re-focus my efforts back to the Executive Resolution Department.
6/25/10 Called Andrew T. North 614-422-6233 and left a detailed message ? His voice mail indicates that he is in the Home Lending Executive Department.
I called back and this time pressed ?0? ? spoke with Ryan (extremely polite and knowledgeable) he listened and offered to transfer me to Theresa Scholz (sp?) but advised me that she is located in South Carolina and may not be available to speak with today. Additionally, he read the account notes and informed me that Theresa is in receipt of our correspondence and is working to get a conference call together with herself, Ken Smith (legal / compliance), Loss Mitigation Department and us.
I left a detailed message for Theresa ? according to her phone message she will be back in the office on Tuesday ? Theresa?s assistant?s contact information is provided:
1:10 Received a message from Theresa Scholz advising same as Ryan ? She also made a point to say that we (the borrowers) deserve to have our questions answered – the questions outlined in our letter to Corrina Perez, Underwriter.
Returned Theresa?s call 843-673-3700 x4463 and thanked her for calling back so quickly, and added that we are only looking for a modification that matched the terms promised by Chase in Mr. North?s letter of August 18, 2009 ? and that we have been honoring that agreement. Hopefully that will clear up some of the confusion.
3:01 Sent an email to Patrick Carroll of the Consumer Services Office of California Department of Financial Institutions asking for assistance with my situation with Chase. Perhaps they can recommend another agency that can assist me. www.dfi.ca.gov 800-322-0622
7/1/10 Received a call from Theresa Scholz this morning. We have set up a conference call for Tuesday July 6th 9:00 a.m. PST to discuss the questions outlined in my letter of May 12, 2010.
7/1/10 Finally received my loan history which was requested on May 11, 2010 from Sharon L. Tillman, Customer Care Professional. The loan history is dated May 11, 2010 but the envelope is postmarked June 28, 2010 ? a month and a half after it was requested.
3:30 Contacted Customer Care Department (800) 548 7912 regarding my homeowners insurance status. In 2008 hazard insurance was forced placed in error, then corrected on April 12, 2009 (effective as of 12/20/2008); however on the same day we received a letter from Chase confirming that they would be force placing insurance ? per the Customer Care Representative I spoke with today, Chase is paying our homeowners insurance directly to our personal insurance company. Previously our escrow account was only for taxes, however now it has been changed (without notification to me) to include our homeowners insurance as well. This means that currently both Chase and I are paying the premiums.
The Customer Care Rep confirmed that there was a forced placed premium paid out on April 2, 2009 in the amount of $239.00 ? But wanted to transfer me to the Insurance Department to be sure. He provided me with the Insurance Department Number (877) 530-8951 then transferred me. When I reached the Insurance Center Insurance Line I received the following automated message:
?We?re sorry we cannot continue processing your call, please hang up.?
Called back and was connected to an Insurance representative, he was unable to see the disbursement of 239.00 made 4/2/10 but agreed to conference in a Customer Care Representative between them they discovered that a lender placed premium of $239.00 was paid on April 2, 2009 for the time periods of December 20, 2008 through January 25th, 2009. I have contacted my insurance company to obtain proof of coverage.
The ?interesting? part is that previously our impound account was only set up for taxes, not insurance. Last year our insurance policy was mortgagor paid and this year it was set up by Chase to be mortgagee paid. According to the Customer Care Department, our impound account was changed effective June 10th, 2009, just 2 days after Mr. North Confirmed that the modification work sheet is in line to be composed into a contract ? no written notification was sent to me advising me that my impound account had been changed to include homeowners insurance.
7/1/10 Received an email from the OCC advising of a new case number: 01217658
7/5/10 Received a response letter dated July 5, 2010 from the BBB serving Central Ohio providing a status:
Case ID No. 70077024
? 6/23/10 Reopened the complaint
? 6/23/10 Complaint validated by BBB Operator
? 6/23/10 Sent acknowledgment letter to consumer
? 6/23/10 Sent email to Chase
? 7/05/10 No response from Chase
? 7/05/10 Second Notice to Chase
7/6/10 Harriet Camron facilitated the scheduled conference call between Rich Naylor, Chase Escalation Department and us. The call lasted about 30 minutes and after circling around several of the key issues we landed here:
? The loan modification that was sent to us on May 10th is the only modification Chase is going to offer. If we don?t accept the terms of the modification, then we are not eligible for any other assistance, and our loan will still be due for September 2009 even though we have been making monthly payments as agreed according to Chase letter dated August 18, 2009.
? The modification dated May 10th is Chase?s best attempt to honor the terms promised in Andrew North?s letter of August 18, 2009. I pointed out that one of the terms was an effective date of December 1, 2009.
? Because it took Chase nearly a year to process / acknowledge the loan modification terms offered by Mr. North, my loan payments have been posted incorrectly (even though I have included a copy of Mr. North?s letter with each payment) and my credit has been negatively impacted to almost epic proportion.
? Mr. Naylor eventually agreed to research the credit / due date issues and scheduled a conference call with us for Friday 7/9/10 9:00am PST. I advised him that given Chase?s track record of not responding to correspondence, I wanted something in writing to confirm that these issues would be fixed.
He agreed to speak with Theresa Scholz regarding drafting the appropriate correspondence addressing the resolution of the credit issues.
? Mr. Naylor again stressed that time was of the essence as this modification is effective July 1, 2010 ? I agreed and reminded him that it?s why I notified Chase in writing both by fax and overnight mail waaay back on May 12, 2010.
? Rich Naylor direct line: 904-462-3248
7/6/10 Received an response email from Patrick Carroll of the Consumer Services Office of California Department of Financial Institutions www.dfi.ca.gov
Advising me that unfortunately they could not assist me as the OCC is the regulator for Chase Home Finance. (whatever) Mr. Carroll suggested that I contact the Attorney General?s Office.
Been there. Done That.
7/9/10 Scheduled Conference Call July 9, 2010 9:00am PST
9:15am PST: Chase did not initiate conference call Contacted Rich Naylor. According to his voicemail message of Thursday July 8th, 2010 Mr. Naylor will be out of the office today and will not return until Monday July 12th. I left a message reminding him that he had scheduled a conference call with me today and reviewed the agenda items below:
? Outstanding QWR dated 11/24/2008. Letter dated May 10, 2010 from the Executive Resolution Group advised that they began working on it on May 7, 2010. Still no response.
? Payment Due Date Correction from 9/1/09 to 7/1/10
? Reversal of Late Charges from 8/1/2009 to present (total amount charged $1450.68 ? almost a mortgage payment!)
? Reversal of Negative Credit Reporting
? Confirm Terms of Modification including total payment amount ? Chase should honor original Agreement from Mr. North ? Chase changed escrow account to pay homeowners insurance (with no written notification to me) due to Mr. North?s pending modification. ? There was no other modification pending at that time.
Pressed ?0? on Mr. Naylor?s VM as instructed on VM message and received the following message:
?Due to a temporary service interruption your call cannot be completed at this time. Please try your call again later. We apologize for any inconvenience.?
Called Teresa Scholz @ 843-673-3700 X4463: Per VM message Teresa has been out of the office since July 6th and will not return until Monday July 12th. Left detailed message including the agenda items listed above.
Per Teresa Scholz VM called Diane Carlson @ 866-605-9253 ext3745 Tucson Finance Executive Office: Per receptionist Diane is in the office today bit away from her desk. I left a detailed message as above and also advised that I will be sending in my loan payment of $1640.93 as I have been paying for the past year. I had held on it to this month as I expected to have the modification completed with a payment due date of July 1, 2010 and had not yet received the new payment amount from Mr. Naylor.
10:15pst Received message from Harriet Cameron 843-673-3700 apologizing for missing the conference call. She was in meetings all morning and did not received notification that Mr. Naylor was out of the office until today. She promised to reschedule the conference call for a time that works for both Mr. Naylor and us. She advised that at that time we would have our questions answered and our issues resolved.
9:30 am PST Called Louisa A. Broudy 213-576-7609 at the Department of Corporations to follow up on their letter June 9th 2010 to Charisse L. Calloway, Chase Legal Department.
Louisa A. Broudy Department of Corporations will contact Chase and call me back with a status update.
7/9/20 Letter from OCC dated July 9th, 2010 indicating that in order to streamline complaints case no01217658 will be closed and merged with existing case 880530.
8:50am PST Received a call from Harriet Cameron asking if we could do the conference call with Rich Naylor now ? she asked me to hold while she located him and conferenced him in ? she advised that Mr. Naylor sent her an email last Friday pm indicating that he would be available this morning at 9:00. Per Harriet, she cannot locate Mr. Naylor at this time.
She will continue to try to locate him this morning and call me back. I advised that I would reschedule my morning to accommodate Mr. Naylor in an effort to bring these issues to resolution as quickly as possible.
7/12/11:50am PST Left message for Harriet Cameron advising that I could not wait any longer as I had to work.
Asked her to contact me as soon as she had spoken with Mr. Naylor regarding his schedule. I will do my best to accommodate whatever time is convenient for him.
7/13/10 2:00pm PST Returned message from Chase (Collections Department ? 866-371-3754 x19660) explained in detail my chase saga and provided him with all of the names and direct telephone numbers of the people in the Executive Resolution Group with whom I have been working. He has never heard of them, and has no idea what I am talking about. It took several minutes for him to let go of the idea that they were a third party company ? and that they were in fact JP Morgan Chase.
Then I was on hold for several jazzy songs?
Herrell returned and told me that when we sent in our Modification Agreement with a letter detailing our questions Chase updated the system to show that we had ?rejected? the offer. He went on to explain that if we had questions we should have called Loss Mitigation to have them explain them to us. I explained that I did contact the Loss Mitigation Department on May 11th, 2010 and that they could not locate any information on the loan modification, and that I forwarded the letter and modification to Corrina Perez at the instruction of the Loss Mitigation Department
He said that he would look into it and that I should call him tomorrow between 7 am ? 4pm PST. I promised that I would.
This sucked 30 minutes of my life.
2:28 PST Left a message for Teresa Scholz and updated her on my call with Herrell in Collections ? I told her that I don?t know who I should be working with ? Harriett Cameron, Andrew North or Rich Naylor. I let her know that the conference call has not happened and asked for her help. She seems to be the one who gets things moving.
2:45 PST Left a detailed message for Harriet Cameron ? also told her that if she had to call me early in order to resolve this issue it was OK.
Received a call from Carla Brantley 866-605-9253 ext. 3682 on behalf of Harriet Cameron asking if we could reschedule the call with Rich Naylor at 12:00 PST today. I confirmed that I would make myself available and looked forward to the call. According to Google her email address is [email protected]
12:00pm PST Conference Call with Rich Naylor (Supervisor of the Escalation Department)
? Apologized for missing our scheduled conference calls
? Updating Servicing System with notes advising that we are working with his department (According to Rich, his department is ?above their (the Servicing Division) protocol?. But he cannot stop the collection calls / foreclosure notices etc. He did say that I could provide them with his direct line as needed ? which is good since I did that yesterday ?
? Because the due date of July 1 has past, the modification has to be re-drafted to change the first payment due date. It does not need to be re-approved. Rich expects to have the terms on Monday. He will contact me when he receives them.
? Next Step: Loan Modification Package goes to ?High Level? management underwriter
? Next Step: Fulfillment Department
? Next Step: Rich has already ?reached out? to the Credit Department and once the modification has been completed they will go back and remove the late charges and negative credit reporting from the date of Mr. North?s original letter.
? Mr. Andrew North is still part of the Department, he is at the front end and then funnels files to Rich?s group.
I thanked both Rich and Carla for their time and effort in resolving this issue.
12:30pm PST Contact Collection Call Center 866-371-3754 ext. 19660 and asked for Herrell. He is in the office today but working with another mortgagor. I provided the rep with a detailed update of my call yesterday with Herrell and my call this morning with Rich Naylor. I asked that she update the system and tell Herrell that I kept my word and called him today.
7/15/10 Received response to my letter (as directed by the Federal Reserve Consumer Help Center) advising me that the OCC has opened a case (01224040) and that they will be contacting Chase. I should expect a response in 60 days.
7/16/10 Received letter from Chase in response to my QWR dated 11/24/2008! 2008!
Although it?s from the Home Lending Executive Office, the only department at Chase that is worth dealing with, the letter is long on inaccurate information ? and short on requested documentation. The bulletpoint, ?Some of the information requested under this section is either proprietary or unavailable and will not be provided? shows up in 3 of the 8 items addressed. And some of the information is just flat out wrong. The letter is signed KE ?
I would have thought a RESPA violation of this magnitude would have been taken more seriously, and that the written response provided almost 2 years later would have reflected that.
7/20/10 Received a letter dated 7/20/10 From the State of California Department of Justice ? Edmond G. Brown Jr., Attorney General regarding my recent letter.
The letter advises me to direct my complaint to the OCC as they are the institution responsible for regulating financial institutions.
Office of the Comptroller of the Currency
Customer Assistance Group
1301 McKinney Street, Suite 3450
Houston, TX 77010-9050
Email: [email protected]
Wednesday Called Harriet Cameron to check on status of modification terms. Left a message on Harriet?s VM advising that Rich Naylor was supposed to contact me on Monday. I have not heard from Rich or any other representative of his office, so I was calling for a status update. Because today is already the 21st, I will be making my August payment as usual.
7/21/10 Received letter from BBB Serving Central Ohio Case #70077024
Advising that even after several requests from them, Chase has not responded.
The letter advises me to contact the Ohio Attorney General?s Office if I want to pursue this matter further.
Ohio Attorney General?s Office
Consumer Protection Section
30 E. Broad Street., 25th Floor
Columbus, OH 43215-3428
7/21/10 Received response letter from OCC Re: Case No 01224040 ? advising that they are filing my most recent correspondence with my existing case no. 880530
Received a message from Teresa Scholz advising that she was calling to give me an update on our loan modification status.
Friday Returned Theresa Scholz Left message @ 843-673-3700 X4463
8:24 am PST Received a VM from Teresa Scholz asking me to call at my earliest convenience
8:45am PST Returned Teresa?s call and she indicated that there was a modification packet en route via federal express. She said that the underwriter had to make a few changes (Due date 9/1/10) and raise the PB (one month) and provided a lower rate step that was ?beneficial to the borrower?. She told me to review it and that there was a phone number in the packet in case we had any questions. She said because it was already so late in the month we would have to ?hoof it? to get this back before month end. I told her I would work from Home today to be sure that I was here to receive fed-ex and that if the terms were as she described I would sent it back today.
She also confirmed that Rich Naylor had in fact reached out to high level management to address the credit issue, but that it may take 30 days. I will calendar the credit issue for 45 days.
7/26/10 RECEIVED MODIFICATION PACKET TODAY via federal express 7937 5386 3955!
Contacted Customer Care to verify that BOTH copies are to be signed, dated and returned. And that we are not to make an August payment as our modification will be effective with the September 1, 2010 payment.
Returned completed modification package via federal express 7937 5386 3819
7/27/10 Verified receipt of package at Chase (Fed-Ex website)
11:00 PST Called Chase 888-353-1842 to verify receipt of my loan modification package.
Disconnected ? redialed.
Verified with Cheryl that my the loan servicing system does indicate that my loan modification package has been received, however, according to Cheryl my loan still needs to be ?maintenanced? to reflect the correct payment amount of $1,684.33.
8/2/10 Received a letter from Chase Homeowner Assistant Department advising that my ?Chase mortgage modification is almost complete???Thank you for making payments during your trial mortgage modification period ? we would very much like to make your modification permanent ? but we are still missing your final signed Modification Agreement. Luckily, you have a chance to drop off the Agreement in person, because we?re holding a homeowner assistance event right in your area.? (in my area ? sort of?)
They offer to pay for parking and even provide a $10.00 gas card .
It?s a nice gesture, kind of – except I already have a modification, and proof that it was received on July 27th, 2010.
8/10/10 Received a letter dated August 10, 10 from the Chase Home Lending Executive Office in response to:
? My letter dated March 1, 2009 addressed to the Federal Reserve Consumer Help and forwarded to the Office of the Comptroller of the Currency
? My letter to Mr. Jamie Dimon, Chairman and Chief Executive Officer Dated April 1, 2010
? My letter to the BBB Serving Central Ohio dated June 9, 2010
The letter was copied to the OCC Re: Case No. 880530, Ms. Katherine Giere BBB Case No. 70077024 and reiterates that we have in fact received a loan modification and includes verification of the terms, the direct line for Teresa Scholz and line or two of apology for poor customer service.
8/10/10 Received letter dated August 10. 2010 advising that Chase has notified the OCC of our modification and that, as a result, the OCC is closing this case.
8/19/10 I received my new statement in the mail this afternoon – The modification has been fully processed!
Due Date = Correct
Payment amount = Correct
Escrow Account = Correct.
Principal Balance = Correct
What are the odds? I?m buying my first lotto ticket today.