JPMorgan Chase & Co. Mortgage Complaint

JPMorgan Chase & Co. Mortgage department,

Conventional fixed mortgage Settlement process and costs Maryland

My mortgage is with Chase Bank under loan number -. Most recently, I asked them to provide the refinance paperwork ; however, when asked them to provide the refinance paperwork, they responded that they had no idea what I was asking. I refinanced because the mortgage payments were too high and the refinance they offered lowered the payments by $600.00, so this is a problem with the inability to not pay the mortgage at the time. However, I do n't really understand the terms or how this happened and they did not provide the refinance paperwork. I believe that the loan is a conventional fixed mortgage but, I am unsure. Your assistance on this is greatly appreciated