📧 to SBA OIG, Ombudsman
Dear Inspector General and National Ombudsman,
I submitted Complaint ID 20250905q7xw regarding Chase Bank’s mishandling of my SBA-backed loan (No. 5645189103). I believe Chase has engaged in predatory, bad-faith servicing practices that violate its obligations under SBA program rules and put me at a disadvantage as a combat veteran and small business borrower.
Summary of Misconduct:
Misleading Guidance: My assigned Business Relationship Manager (Trevor Garrison) explicitly instructed me to “fall behind on payment” so that my account could be transferred to a special department and restructured. This advice caused me to become delinquent despite my proactive attempts to restructure before I exhausted my cash reserves.
Ignored Communications: For months, Chase staff—including Trevor Garrison and Maria Rascon—failed to respond to multiple emails and voicemails. My requests for modification or relief went unanswered until I escalated the matter to the Chase Executive Office.
Bad-Faith Deadlines: On September 5, 2025, Maria Rascon sent me an email stating that I had until September 19, 2025 to respond with documentation for a settlement or modification review. Yet on September 10, 2025, she notified me that Chase would submit my loan for SBA repurchase due to delinquency—nine days before her own stated deadline expired. This action deprived me of the time she herself deemed reasonable and represents a shifting, arbitrary standard that appears designed to foreclose meaningful borrower relief.
Double Standards: Chase demanded I provide responses within as little as five days, yet ignored or delayed my inquiries for months until the Executive Office intervened. This asymmetric treatment feels coercive and inconsistent with the SBA’s intent to support small business borrowers in good faith.
Requested Action:
I respectfully request that the SBA OIG review Chase Bank’s servicing conduct, halt or suspend any repurchase request until this matter is investigated, and determine whether Chase has engaged in practices that violate SBA program requirements or federal servicing standards.
Chase’s contradictory instructions, failure to respond, and premature repurchase submission suggest a pattern of bad-faith servicing that undermines the SBA guarantee program.
Thank you for your attention to this matter. I am preserving all emails and documents as evidence and can provide them upon request.
Respectfully,
Logan M. Isaac
Albany, Oregon
