• August 2019
    S M T W T F S
    « Jun    
     123
    45678910
    11121314151617
    18192021222324
    25262728293031
  • Archives

  • Advertisements

Same Chase, different day

April 20, 2010: 8:05 am: Called Chase Customer Service (866) 550-5705 and spoke with Latania. We went through the drill of verifying all contact information, etc. and I asked about the status of my loan modification; she said it would take “30-60” days. This was utter nonsense; I begged for more information and Latania said that as of April 13, 2010, the loan was with Natalia Carrillo in CA; she was “the processor”. I pressed to learn what being with the processor meant and if Natalia was a decision-maker. I’m embarrassed to admit that after confirming the spelling of Natalia’s last name I seriously considered Googling her, redeeming my frequent flyer miles to fly to California, hunt her down and plead my case. But what would I do – intercept her at Starbucks on her morning coffee run? That would definitely not get my loan modified; it was crazy and it had to stop. What could I do for real? 

I realized I’d never called the Chase Home Ownership Center in Media PA after the CCCSDV meeting with Doris B. on January 5, 2010; our phone call to Jason Papa at the Chase Home Ownership Center had been unproductive. Jason Papa had said they couldn’t help because I’d submitted the modification papers directly to Chase; I’d also been told on December 15, 2009 by Roxanne at the Center in Media, PA that they “only helped people who were 31+ days past due, but maybe they were all wrong. After all, Chase had a massive Public Relations campaign surrounding the Chase Home Ownership Centers and their commitment to address the foreclosure crisis and help homeowners in need. Why hadn’t I called again? I needed to call right away. 

Advertisements

What does home equity mean to Chase?

January 28, 2010, 3:45 pm: Jacqueline Ham phoned me. We discussed what it meant to be denied a modification for “too much” equity and how I might get a copy of my denial letters. Jacqueline committed to send a letter recapping the 8/25/09 denial based on: property exceeds guidelines/too much equity. Jacqueline said I should call the Chase Home Ownership Center in Media, PA on March 2, 2010 once I was officially 31 days late and try to schedule a March 3, 2010 appointment rather than wait until 3/18/10 as I’d planned.

I asked her what the guidelines were regarding “too much equity”. Was it a dollar amount or a percentage? Because if I had too much equity in 8/09, why would it be any different now? (If I’d pulled my head out of the sand I might have realized property values were dropping by the minute and my equity could have radically diminished in five months). Was there a number one had to be above or below? She said these were good questions; she would ask and get back to me Tuesday 2/2/10 at the latest with answers. I asked what other Chase loan modification programs there were beyond Obama’s Making Homes Affordable and she said there was only one. She also noted I was still in Loan Review and she asked that it be escalated.

February 2, 2010 9:00 am: Phoned Jacqueline Ham to follow up on our January 28, 2010 conversation and get answers on my denial, the equity formula and the status of my modification request. She was not available. I left a detailed voice mail.

February 4, 2010 9:15 am: Phoned Jacqueline Ham to follow up on our January 28, 2010 conversation and get answers on my denial, the equity formula and the status of my modification request. She was not available. I left a detailed voice mail.

February 5, 2010 8:30 am: Phoned Jacqueline Ham to follow up on our January 28, 2010 conversation and get answers on my denial, the equity formula and the status of my modification request. Her mailbox was full and not accepting messages.

February 5, 2010 11:30 am: Phoned Jacqueline Ham to follow up on our January 28, 2010 conversation and get answers on my denial, the equity formula and the status of my modification request. She was not available. I left a detailed voice mail.

February 6, 2010: Received a letter postmarked January 28, 2010. It was the long sought-after August 25, 2009 denial letter from Washington Mutual. Jacqueline Ham had delivered the goods. It was a form letter, customized with my name, address and account number, with a space left open to accommodate a denial reason. The letter read as follows:

Washington Mutual (FL5-8806)

August 25, 2009

Martha Wright

*** * **

Avalon, NJ *****

Statement of Eligibility for Loan Modification

Account ********** (the “Loan”)

Property Address: *** * ** Avalon NJ ***** (the “Property”)

Dear Mortgagor (s)

Washington Mutual is writing in response to your recent request regarding a loan modification on the above-referenced account through the Making Homes Affordable (MHA) program. After researching your account, we have determined that at this time you do not qualify for a modification under the MHA program or any other program we offer for the following reason(s):

Your property equity exceeds our program guidelines.

If your Loan is current, you may be able to qualify for refinance that may provide you with more favorable terms than you have now. If you are interested in finding more out about that option, please contact us at (866) 888-5935.

If your Loan is delinquent, we may be able to offer alternatives to help avoid the negative impact a possible foreclosure may have on your credit rating, the risk of a deficiency judgment being filed against you, and the possible adverse tax effects of a foreclosure on your Property. If you are interested in discussing these possible alternatives, please contact Customer Care immediately at (866) 926-8937.

Our credit decision was based in whole or in part on information obtained in a report from the consumer reporting agency listed below. The reporting agency played no part in our decision and is unable to supply specific reasons why we have denied credit to you. You have a right to receive a free copy of your report from the reporting agency, if you request it no later than sixty (60) days after you receive this notice. In addition, if you find that any information contained in the report you receive is inaccurate or incomplete, you have the right to dispute the matter with the reporting agency by contacting the agency at the number provided below:

Transunion

P.O. Box 2000

Chester, PA 19022-2000

(800) 916-8800

FEDERAL ECOA NOTICE* (*Removed for brevity)

If you have any questions, please contact us at the number provided below. At Washington Mutual, we value you as a customer and want to ensure your continued satisfaction.

Sincerely,

Imminent Default Department

Washington Mutual

(888) 708-3336

For California customers, …* (*Removed for brevity)

Washington Mutual is attempting to collect a debt, and any information obtained will be used for that purpose.

We may report information about your account to credit bureaus. Late payments, missed payments, or other defaults on your account may be reflected in your credit report.

To the extent your original obligation has been discharged, or is subject to an automatic stay of bankruptcy under Title 11 of the United States Code, this notice is for compliance and/or informational purposes only and does not constitute a demand for payment or an attempt to impose personal liability for such obligation.

LM001

February 9, 2010 10:45 am: Phoned Jacqueline Ham to follow up on our January 28, 2010 conversation and get answers on my denial, the equity ratios and the status of my modification request. She was not available. I left a detailed voice mail.

February 10, 2010 10:30 am: Phoned Jacqueline Ham to follow up on our January 28, 2010 conversation and get answers on my denial, the equity ratios and the status of my modification request. She was not available. I left a detailed voice mail.

February 12, 2010 8:15 am: Phoned Jacqueline Ham to follow up on our January 28, 2010 conversation and get answers on my denial, the equity formula and the status of my modification request. She was not available. I left a detailed voice mail.

February 12, 2010 10:00 am: Phoned Chase (866) 550-5705 and was advised my loan was still in review. I asked to be transferred to Imminent Default and was disconnected.

February 12, 2010: I received a letter dated February 8, 2010 from Chase Home Finance. The subject line: Issue Still Being Reviewed.

The letter:

Dear Martha Wright:

I am writing in response to your correspondence we received on Monday, December 21, 2009, about a loan modification.

At this time, the matter you brought to our attention is still being reviewed. Please be assured that we will make every effort to provide you with the timeliest response possible.

Chase’s goal is to provide the highest level of quality service to each of our customers. We appreciate your business and value our relationship with you.

If you have any questions in the interim, please contact Jackie Ham (866) 605-9253, extension 4663, Monday through Friday between 8:00 a.m. and 5:00 p.m., Eastern Time

Sincerely,

Home Lending Executive Office

Was this in reply to my December 16, 2009 letter to Jamie Dimon, Chairman & CEO JP Morgan Chase, or perhaps my letter of January 15, 2010? I hoped not, because the letter said absolutely nothing.

You Have to Give Chase Credit?!

January 5, 2010, 9:00 am: I kept my appointment with the Consumer Credit Counseling Service of Delaware Valley in the Camden, NJ office, even though my credit scores were decent (701 Equifax, 706 TransUnion, 732 Experian) and I’d never missed a loan payment, although I was about to…

I needed an advocate to get someone at Chase to actually talk with me.

My counselor, Doris B., was extremely professional during our two hour meeting. She said they usually help individuals complete and submit their paperwork – the same paperwork I had already submitted three times! She told me about the Chase Home Ownership Center in Media, PA – I  told her I had phoned them on December 15, 2009 and they had refused to  speak to me because my mortgage payment was not yet 31 days past due. Doris assured me she would be able to get through to them, and right then proceeded to call her contact Jason Papa at the Chase Home Ownership Center.  Jason Papa also stated that he could offer no help until the 31 day delinquent mark, and further informed us that I had “too much equity” in my home. When pressed to clarify what exactly that meant, his reply was, “programs change all the time,” and, “you are back in for loan review so I cannot help you or comment on your loan.” Jason told us to call Chase (866) 550-5705.

Next, Doris and I called the Chase loan modification line (866) 550-5705. We first spoke with Barb and confirmed all paperwork had been received and was in good order, and then asked to be transferred to the Imminent Default Department.  After 25 minutes on hold, we were disconnected. We called Imminent Default back on (888) 708-3336, and were again put on hold. After 35 minutes we finally had to disconnect because my two-hour appointment was over!

January 10, 2010: Alan J. Heavens “On the House” column in The Philadelphia Inquirer features my plight.

The home Chase Home Lending wants to take

Why won't Chase save my home and modify my loan? $$$$$

Chasing the Chase Home Ownership Center

December 14, 2009, 4:11 pm: I called the Chase Home Ownership Center several times throughout the day but there was no answer, the system was busy, etc. Finally my call to the Chase Home Ownership Center in Media, PA (610) 892-6620 went to a voice mail box. The outbound message advised their hours were Monday – Thursday 10 -7; Friday 9-6 and Saturday 9-1. I left a voice mail with my account number and phone number and said I wanted to make an appointment with a loan officer; I wanted to work out a way to honor my mortgage obligation. 

December 15, 2009, 10:15 am: I called the Chase Home Ownership Center in Media, PA (610) 892-6620 and spoke with Roxanne. I requested an appointment with a loan officer and was advised they “can’t help me”. They deal only with people who are 31+ days past due. I need to call “another department” (866) 550-5705 (the number for Customer Service from the Borrower’s Assistance form). I pressed her to make an appointment and she said they were advisors for a loan modification, I MUST be past due! They can’t talk to me!

Chasing A Loan Modification

December 14, 2009, 10:40 am: Izzy C. from the Consumer Credit and Budget Counseling in Marmora, NJ called and told me that until and unless I was 31 days past due on my loan, they could not help me, although he did give me the number for the Chase Home Ownership Center in Media, PA (610) 892-6620.