Chase closing out a short sale file due to no contact??

I keep having a problem with Chase closing out my short sale files due to no contact. With each file that this has happened on, I have called many times to check if additional docs are needed but my processor is never available. Sometimes the processor will call me once and leave a voice mail before closing it out but with most of the files they don't even attempt to call me. I do call and speak with customer service and they do "notate the account", but the processor closes out the file anyways.

I just had it happen again on another file, I called customer service to see if additional docs were needed on a file, they told me what was needed and that the processor had been trying to contact me and then read me back a phone number they were using for me that is not even close to my number. I let them know that it was the wrong number and they "notated the account". A half hour later when I was away from my desk, the processor called me back and told me she was closing out the file due to no response. I called customer service, they sent her an email and told me to call escalations to fix the problem.

Has anyone else had this problem? I don't know what I can do to avoid this. It's very frustrating.

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Replies to This Discussion

Permalink Reply by Jen Hill on November 28, 2012 at 7:47am

Hi Shauna. Yep, have had this happen with Chase on occasion as well. There's not much you can do except contact the Escalations Dept and advise that you have a Processor that has been unresponsive and need to re-open the file immediately. They have done it for me in the past. Last resort, find out who the investor is and get them involved. If it's FHA, get the HUD National Servicing Center involved. They'll be sure to get the file back open. Good luck!

Permalink Reply by Shauna Andrade on November 28, 2012 at 8:02am

Thank you!!

Permalink Reply by Corinn on November 28, 2012 at 8:03am

I'm not sure what number they gave you, but it has happened to me in the past and I've called the Executive Office at this #: 888-310-7995. Good luck! SO FRUSTRATING! We call and call and call, then they call 1 time, leave a message and close the file as soon as they hang up from leaving the message. Ughhh

Permalink Reply by Shauna Andrade on November 28, 2012 at 8:53am

I was given a different number (877)496-9025, but I'll try that one next time. Thanks!

Permalink Reply by Ben Benita on November 28, 2012 at 8:15am

You could have us process and negotiate for you so you NEVER have to deal with them!!!!

Good ideas below, escalate IMMEDIATELY after it gets closed.

Also, be certain to track EVERY call you make, what number you called and who you spoke with so you have some "ammo" when you escalate .

Good luck, let me know if you need any help!!!

[email protected]

Permalink Reply by Shauna Andrade on November 28, 2012 at 8:52am

I work for a short sale processing company, so that would pretty much eliminate my job... lol

That's what I've been doing, it's just frustrating that they do that all the time. Have you had any luck with using twitter for these types of problems?

Permalink Reply by Ben Benita on November 28, 2012 at 9:02am

No worries.....let me know if you EVER want to compare notes!!!!!

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