Consumer complaint received 2015-07-17
Company: JPMORGAN CHASE & CO.
State: CA
Product: Mortgage
Sub-product: FHA mortgage
Issue: Loan servicing, payments, escrow account

Complaint:
i want to point out something extremely troubling in this case. When I spoke to XXXX. XXXX XXXX with Chase bank when reaching out to the assigned XXXX XXXX, account specialist who has not returned any calls, email etc., regarding matters stated below since the start of my inquiry into this matter in XX/XX/XXXX. On XXXX XXXX and/or XXXX XXXX XXXX. XXXX stated in the taped recorded message that we were on with her myself and the downtown XXXX XXXX, banker we were on a XXXX way call with. I was speaking to XXXX. XXXX about my concern of never being late on my Chase mortgage payments and always paying early in the branch mostly with a bank teller at the branch window on a timely basis since the start of the forbearance. XXXX XXXX states something to the effect as long as you have your XXXX XXXX mortgage payment paid your account remains in current standing. XXXX. XXXX said this was based on the letter issued to you dated XXXX XXXX ( saying I was due for the XX/XX/XXXX payment ) as long as the XX/XX/XXXX mortgage payment had been received and it was because I was in the branch at the time with a Chase banker XXXX XXXX when this was said on speaker phone with the branch banker. 
I completed the forbearance by paying off over {$3500.00} dollars to maintain what I had believed up until that day that I was current for all months ... my Chase account specialist XXXX XXXX was ineffective. I received a letter from Chase collection department in XXXX XXXX stating I am now in the arrears with my mortgage and owed for XX/XX/XXXX ( What I thought, I 've never been late-what the heck ) XXXX XXXX never called, texted etc., while being in the XXXX month program by the Chase account. The final payment I made XX/XX/XXXX was to bring me completely current XX/XX/XXXX as well by a phone banker ( I would never even up to now would never receive return calls from XXXX. XXXX ... once again no one is giving clear concise information. I was told by a phone banker that the {$3500.00} plus dollars was not part of the XX/XX/XXXX mortgage payment by XXXX. XXXX. I made the XX/XX/XXXX mortgage payment on the XX/XX/XXXX to keep from having any negative marks against my credit as told by XXXX. XXXX XXXX ( XXXX XXXX 's manager ). XXXX. XXXX said I would be in good standing once I made the XX/XX/XXXX payment before the end of the business day. The story soon changed on XXXX XXXX when I inquired with XXXX. XXXX at the downtown XXXX XXXX branch while in the Chase bank along side XXXX XXXX a banker while all XXXX of us were on tspeaker phone. I was inquiring with XXXX. XXXX about why my credit report reflected late payments from XX/XX/XXXX into XX/XX/XXXX when I was clearly in the forbearance program during this time and never being told I was behind by XXXX. XXXX and XXXX. XXXX XXXX told me my credit would not be affected but it already had been ... lots of deception in ( doing XXXX. XXXX and XXXX. XXXX doing there job ). XXXX XXXX did n't really give any good concise answers as to why my credit was dinged except to say everything was within policy and there will be no changes to the wrong that was done to my credit report and there will be no further as the case has been closed.

Company response to consumer: Closed with explanation