Complaint / review text:
I filed bankruptcy in August 2014. Contacted Chase to send me a reaffirmation agreement and modify my mortgage due to a divorce, illness which cause me to be off from work, and bankruptcy. It is now November of 2015 and I still do not have the reaffirmation agreement, nor the modification. First from August to December I was told by my Chase representative to not make payments since I was in bankruptcy. Then in January he told me the modification was still going but I needed my ex-husband to sign a Quitclaim deed, which I was told by Dallas County that they no longer accept or deal with.
Needless to say this went on and on and then when I was trying to make payments he told me I could only make the payment with him and not via any other representative. I couldn't contact him prior to me having surgery, and when he did call, I was under medication and could not speak. At no time did he tell me that my home was is foreclosure at that point. I ended up having to pay their attorney fees and past due fees to get my home out of foreclosure.
They set me up with a new representative that did the same thing when it comes to contacting you to inform you of important necessary documentation. They just put it in the mail to you, so you miss your deadlines. So I had to start the process over 3 times since August 2014! Then they send me a decline with no reason why, with only informing me to contact an attorney or realtor to conduct a short sale of my home for me. Keep in mind, since the foreclosure they had informed me to keep my monthly payments made while in underwriting for the modification.
So I called and went off on them and they sent me to their Executive Office, which is a joke as well. Then I received the same as the other person, a letter of Escrow Shortage and being required to increase my payment. The following week I received another offer to start a decreased payment plan for 4 months consecutive, which I agreed to. I called and their representative told me I should still make my October payment. When I did so, finally the representative that handled my case, which never returned any of my calls, called me to say I was being dropped from the program since my account was current??? I called and informed them my account had been current since April to get it out of foreclosure. So, now I have to start the process for a 4th time since no one knows what the hell to do at Chase Mortgage. They want your payment or your house!!!
They are horrible in helping and providing EXCELLENT Customer service to anyone. Whenever my credit scores increase and I am out of time frame for filing bankruptcy, I have to get my mortgage away from Chase. I will never recommend anyone to do a Mortgage loan with them at all. I should have known this would happen to me. I helped my friend complete her modification 3 years ago and it took her/us 7 resubmissions to get her done. What is sad, is that they feel that they are doing everything right and you are wrong as the client. Even when you do as I did, follow their instructions, I am still in the wrong or misunderstood what the representative told me. The government needs to go in and investigate how they do business and take people homes or cause them to go into foreclosure due to their incompetent staff.