Consumer complaint received 2022-02-18
Company: JPMORGAN CHASE & CO.
State: UT
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
We purchased a home in XX/XX/XXXX. It was a split from a larger property. JP Morgan Chase finally closed on the property after several mistakes and delays. We thought everything was fine until XX/XX/XXXX when the XXXX XXXX XXXX XXXX reached out to say that JPMorgan Chase has paid the property taxes on the property and the parent parcel, even though the tax notice never came to us, did not have our name on it, and was for property that we don't even own. I immediately reached out to Chase on XX/XX/XXXX. They said that they would reach out to the County to try and get the overpayment back. On XX/XX/XXXX I called again and told " XXXX '' that the XXXX XXXX was going to get a reimbursement check that I could give to Chase so that the escrow was corrected. I was asked by " XXXX '' to upload the tax documents, a title deed, warranty deed, and the explanation which I did. I contacted them several more times and was told they were " researching it, '' and would get back to me. On XX/XX/XXXX, I received a letter saying I had to MAIL an updated legal description showing the parcel number. I received my new escrow notice on XX/XX/XXXX showing a {$700.00} increase because they had not completed anything on the account. I mailed the warranty deed , County documents, legal description, information, and a copy of the check from the XXXX XXXX. I confirmed the signature receipt on XX/XX/XXXX. In the meantime, had been secure mailing them and getting the same answers about them " researching. '' On XX/XX/XXXX they " escalated '' after I called them again asking me to give them XXXX business days to update me. During this time I physically went to the County and got the information showing that everything was recorded correctly. I sent this information to Chase again. Every week or so I receive an e-mail saying they need XXXX more business days to review the account and will update me. I called on XX/XX/XXXX and spoke with " XXXX '' who assured me that they are working on it and told me to pay the " normal amount '' without the additional {$700.00} which I did. I called again on XX/XX/XXXX and spoke to " the escalation manager, '' who told me that it has been escalated and the status is " pending completed '' and that he spoke with the case manager " XXXX XXXX '' who agreed to pay the previous amount. I told them that I would be transferring the money into the escrow account ( that I recovered from the Title Company ). On XX/XX/XXXX I got another e-mail saying they need an " additional XXXX business days '' to which I replied my frustration that they paid taxes without my name on it, that they had XXXX months, and to stop stalling. I received another e-mail on XX/XX/XXXX saying it is " taking longer than usual to resolve '' and they need more time and will " update every XXXX business days. As you can see, this is now been going on for 4 months, we are no closer to resolution, they refuse to fix the issue ( which is literally a phone call to the County ), I know for a fact it can be resolved with a single phone call to the County because I am the XXXX XXXX XXXX XXXX XXXX and this is literally my job to know. I have another payment due and showing that I still have an escrow shortage and the payment is {$500.00} more AND they are charging late fees after they told me to pay the smaller amount.

Company response to consumer: Closed with monetary relief