April 30, 2010, 10:00 am: Olga Danilova called from the Chase Home Lending Executive Office. She’d been out of the office for two days and was calling to tell me I’d been denied for a loan modification. According to Olga, I could afford the monthly mortgage payment and I “did not qualify”. I asked her to repeat herself as this just could not be true. She said that based on the documents I’d submitted, I could afford this mortgage.
I said what she was telling me simply could not be right; there was some kind of mistake. I went on to say that the documents I’d submitted clearly showed my W-2 take home pay was a thousand dollars a month less than my mortgage payment plus insurance and taxes. What on earth was she talking about?
Olga paused, re-read the file and blithely said, “Oh yes, I see that. I meant to say you’ve been denied because you can’t afford to pay this loan.” No kidding! I said of course I couldn’t afford to pay the loan as structured, that’s why I’d sought a modification. Olga replied, “Well you don’t meet our requirements for any program.” I said I knew I didn’t qualify for any HAMP government program; I was pursuing the Chase in-house program. Olga reiterated that I did not meet the criteria so I asked her what exactly the criterion was. Olga said, “It has to be 31%”. I was so darn mad I forgot to ask 31% of what, or to point out that if Chase reduced the interest rate to 2%, it would be 31% of my gross pay and I could pay the loan. My hair was on fire and I couldn’t see straight.
I said if you knew that, why didn’t you just tell me back in February 2009 or in December 2009? Olga retorted by pointing out I’d also been denied on 3/5/10 and I rebutted. I told her Chase had alleged they were unable to prove residency; that had been resolved and on 3/8/10 the case had been reopened. Olga’s reply: “Oh yes, I see that. Well, you were denied two days ago because you can’t afford the loan. You need to sell your house.”
I could see that Olga really didn’t know what she was talking about and apparently didn’t know how to read the file, so how valid was this communication? I asked her if I would get a denial letter, something in writing explaining exactly why I’d been denied. She said she wasn’t sure, “probably”. I asked how long it would take to get a letter and she said “a couple of weeks”. I got the feeling she was just making up the answers and said that a “couple of weeks” was not acceptable. Could she fax something? No. E-mail? No. I then asked why I’d been on the phone at six o’clock the night before for over an hour giving a financial interview. Olga wanted to know who I spoke with and I said Natalia Carrillo and Bailey; she then asked if they were with Chase!
(This had to be a parallel universe). I said of course they were with Chase, where else would they be from but she didn’t seem to care. Olga said, “Well, you were denied two days ago. Maybe they didn’t check the system.”
I had a feeling about who might or might not be checking the system and I was not going to let Olga off the hook without a fight. I said I needed a letter and I did not consider this modification denied without something in writing. Olga said the letters come from Loss Mitigation but the Chase Home Lending Executive Office sends them. She went on to say she would be out of the country for two weeks. I said that really would not do, I needed something to acknowledge we even had this conversation. I convinced Olga to send me an e-mail telling me that I would get a letter. It wasn’t much but it was all I could get her to commit.
Filed under: Chase, Home Loan Modification, JP Morgan Chase | Tagged: Chase financial interview, Chase Home Lending, Chase loan modification, HAMP, jp morgan chase loan modifications, loan modification, loan modification answers, Loan modification denial |