Consumer complaint received 2018-03-22
Company: JPMORGAN CHASE & CO.
State: CA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
Chase took over my mortgage from another mortgage lender. 

XX/XX/XXXX my home was burglarized and vandalized. 
The burglars did serious damage to my roof to the point that the roof had to be replaced. 
My insurance company sent the roof repair money to XXXX, {$11000.00} onXX/XX/XXXX and {$33000.00} on XX/XX/XXXX for a total of {$44000.00}.

I have been trying most of this year to get Chase to  send me that money so I could get my roof replaced but they continue to refuse my request, saying I haven't sent them all of their required documents! 
Chase told me that I would have to pay for my new roof out of my pocket and when its is done they would send me my insurance money! 
Because of the lack of money, and as the home owner and a licensed XXXX I had to take out the City roofing/building permit myself and I sent a copy of the permit to Chase last XXXX with the information they wanted but Chase ignored my request and continued sending me form letters instead. My roof continued to leak, until I finally was able to install my new roof myself and the City passed it on XXXX, but Chase refused to release my insurance money again, demanding documents that I have already provided and sent to them and demanding documents that do not exist!

Because of Chase ignoring my letters and my request the my insurance repair money, additional water damage was done to my home in the amount of {$8300.00}, which Chase is responsible for, because of their refusal to answer my letters and release my insurance repair money!! 
XXXX, I received a unsigned letter from Chase stating, " We've closed your escrow account '', " We found that you aren't required to have an escrow account for your mortgage loan '', which included a check for {$400.00}, which I was told it was interest on the money that they were holding, ( I have no escrow account on my mortgage loan, only on the insurance repair money that Chase refuses to  release ). Even with the closing of the insurance escrow account, that Chase says that I do not need, Chase still refused to release my insurance repair money!! I wrote another letter to Chase about all of this but they never responded to any of my letters!

Last week I faxed Chase ten more documents that they demanded, but that was not enough, Chase demanded a signed estimate from me, which they already have, and a letter from my insurance company stating that the insurance repair money that Chase is holding is for the roof repairs, which again they already have!!!

Chase has less then a 20 % interest in my home,  what gives them the right to hold 100 % of that insurance repair money in the first place?? 

Chase has a copy of the Roofing/Building permit that was finaled and signed off by the City Building Inspector, so now Chase needs to send me my insurance Roof repair money, and they need to pay the {$8300.00} estimate for water damage that Chase is responsible for, because they refused to send me my insurance Roof repair money so I could stop the water leaks in my Roof!!!

Company response to consumer: Closed with explanation