Consumer complaint received 2020-05-07
Company: JPMORGAN CHASE & CO.
State: CT
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
Dear Sir or Madam, I will try to explain my difficulty with regard to a refund that is owed to me by Chase Mortgage as concisely as I can. 
My mortgage with Chase was modified under a HAMP agreement some years ago because I was able to show financial distress due to reduced rental income owed to me. Please note Chase 's mortgage was never even late. ( I have never been late on any mortgage. ) The HAMP modification reduced my Chase monthly payment from approximately {$300.00} monthly to approximately {$250.00}. The {$44.00} monthly difference in payment accrued to the end of the mortgage. 

My Chase mortgage statements indicated that the loan matured in XX/XX/XXXX. In XXXX I began making extra payments on the mortgage to whittle down the remaining balance. It was very important to me to pay the loan off on time. By XX/XX/XXXX I owed Chase approximately {$980.00}. I had filed my tax returns early to be sure to have refund money to pay it off. 
Because I was so anxious to pay it off, on XX/XX/XXXX I sent Chase {$500.00} by ACH billpay payment from my XXXX XXXX XXXX XXXX account. This is the same account and method I have made all my Chase payments. 
Ironically, my tax refund posted the same day, and I sent the final partial ( over ) payment of {$480.00} to Chase the very next day on XX/XX/XXXX. I attach my XXXX statement ending XX/XX/XXXX showing the two ACH payments, marked in red. 
On XX/XX/XXXX I emailed Chase to inquire why the funds were sitting in suspense, and asking them to apply them to the mortgage. Chase replied to me on XX/XX/XXXX that the " {$500.00} '' was not sufficient to pay off the loan and that it was being returned. 
On XX/XX/XXXX I received a refund of {$480.00} payment from Chase. 
I STILL have never received the {$500.00} refund from Chase. 
On XX/XX/XXXX I transferred a complete ( over ) payoff to Chase of {$990.00}. 
My XXXX statement ending XX/XX/XXXX is attached, showing the {$480.00} refund from Chase that I DID receive, and showing the {$990.00} final transfer TO Chase. Please note the statement does not show any {$500.00} credits. 
XXXX is the only account I have used to pay Chase. ( Please note my statements will also show regular {$70.00} payments to Chase Automotive ; this is a different Chase account. ) I will attach my written exchanges with Chase about the missing {$500.00}. At Chase 's request I inquired of XXXX   ; XXXX confirmed they are not holding the missing {$500.00}. 
I will attach a pdf shot of Chase 's Activity Report of my account, showing the receipt and refund of {$500.00} and receipt and refund of {$480.00} between XX/XX/XXXX and XX/XX/XXXX. Unfortunately, the XX/XX/XXXX {$500.00} " Misapplication Reversal '' refund has never been received in my bank account. 
Chase 's final response to me, on XX/XX/XXXX, includes the following : ... '' we have sent the refund via XXXX. We are unable to determine how or when they will return the funds, unfortunately. '' To repeat : I HAVE NEVER RECEIVED THE {$500.00} REFUND THAT CHASE ALLEGES TO HAVE SENT ME ON XX/XX/XXXX. 

[ I would also like to point out, as an aside, that, despite the mortgage maturing in XX/XX/XXXX, Chase 's final statement to me ( attached ) indicates on Page 1 as follows : " Payment due- XX/XX/XXXX '' " Amount due - {$250.00} '' I think this error is EXTREMELY misleading. ] I will greatly appreciate any assistance you can provide in recovering the {$500.00} payment that Chase claims to have refunded to me and which I have never received.

Company response to consumer: Closed with explanation