Chasing answers about my Chase loan modification

April 29, 2010, 6:09 pm: Natalia Carrillo Chase Home Finance (800) 848-9380 called. She confirmed receipt of the Year-To-Date P&L and said that pending the financial interview she had everything she needed to turn the loan over to Underwriting. I asked Natalia why I’d been told on April 5, 2010 that my loan was turned over to Underwriting on 3/1/10, and why I’d been told previously it was in Underwriting as of 12/15/09.

Natalia said that before I was with Imminent Default, a separate area working on loans that are not delinquent. Now that Chase had gone through the “process changes” she told me about on April 25, 2010, she “overrode” the account.

I pointed out that if Chase had addressed this loan modification in a timely fashion, I would not be in arrears, and expressed my anger over being strung along for 14-months. Natalia said she really couldn’t comment on that; the file was “just not reviewed” and when April came around it went to Natalia’s department. I protested; Natalia said the only explanation she could offer on behalf of Chase regarding the delay was that the “priority is for people who are behind” and my “file was just not reviewed”.

Natalia went on to say I had to complete the financial interview to determine if I qualified for a repayment plan although typically the interview does not qualify anyone for a payment plan. Once the Chase financial interview was conducted Natalia would get the go-ahead to submit the information straight to Underwriting who would determine if the loan could be modified.

This seemed very convoluted after fourteen months of paperwork and phone calls. It felt very much like a parallel and even less-friendly universe so I again expressed my dissatisfaction and concern. Natalia seemed surprised; she said there were virtually “no notes” in my file about any of the calls and submissions I’d alluded to. The conversation didn’t seem to be going anywhere so I decided to forge ahead and proceed with the financial interview. Natalia stayed on the line as she transferred me to a Loss Mitigation Solicitor and signed off when the Loss Mitigation Solicitor picked up.

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In search of a Chase loan modification, the paper chase continues

April 29, 2010, 12:01 pm: I faxed Chase a Year-To-Date P&L for my 1099 earnings.

The Chase Financial Interview for Dummies

April 28, 7:40 PM: I wanted more information about the financial interview and how to prepare. I told Natalia Carrillo at Chase Home Finance that I’d phoned (800) 848-9380 on March 2, 2010 and attempted to have a financial interview, only to be told they had no idea what I was talking about. Natalia ignored me and said the financial interview would be verbal questions about my monthly expenses. A “solicitor” would ask a series of questions, it would “fast and easy”.

This made no sense. Everything else Chase wanted had to be submitted in writing and in excruciating detail…why was this going to be “fast and easy”, yet a “solicitor” was involved? Natalia explained that the  “solicitors run” the financial interview and ask basic questions like my income and expenses…things like “utilities, food, entertainment, gym memberships”, etc…  I asked if my attorney should be present and Natalia said that was okay but why? She said the “solicitors” at Chase were just the people who answered the phones and forwarded the calls; she downplayed all of it and encouraged me to do it right then and there.

I didn’t like the sound of this at all. I’d read and been cautioned to never offer anything off the top of my head and to take each interaction very seriously; that’s why I’d documented every contact with Chase since I first requested a loan modification in February 2009. I asked if the financial interview could be scheduled; I wasn’t at home when Natalia called and had none of my paperwork with me. Natalia said if I submitted the updated Profit & Loss statement then she could look into scheduling the interview; we tentatively agreed on Thursday April 29, 2010 at 6:00 pm.

I asked how I could reach Natalia directly since there seemed to be no way to enter the extension she’d provided. Natalia said she was “unavailable” when I’d called and that after dialing the (800) 848-9380 number the 382-3158 extension would go to her voice mail and a 381-3158 extension would go to her phone no matter what.