Consumer complaint received 2019-12-17
Company: JPMORGAN CHASE & CO.
State: MD
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
On XX/XX/XXXX, I attempted to pay my monthly mortgage payments via online (www.lakeview.myloancare.com); however, the website was down.  Therefore, I contacted Loan Care loan servicing at (XXXX, the loan servicer for XXXX) and made a payment on each loan ($XXXX   and $XXXX).  During that time, I also set up auto-draft to begin XX/XX/XXXX.  The representative ensured that the auto-draft would not take place until XXXX  and that my payment for XXXX, made via phone, was completed. This payment posted on XX/XX/XXXXOn XX/XX/XXXX, I observed two (2) ACH debits (auto-draft) pending on my bank account for each loan ($XXXX and $XXXX), thus overdrawing my bank account.  I immediately contacted Loan Care loan servicing at (XXXX, the loan servicer for XXXX) where I was initially advised that they did not observe anything on their end.  I requested to speak with a supervisor.  Upon speaking with a supervisor (female, unknown name), I was advised that she did see that the auto-draft was incorrectly but that I would have to wait until the charges were not pending to send proof via email to XXXX.  On XX/XX/XXXX at approximately XXXX hours, I emailed a screenshot of my bank statement showing both the $XXXX  and $XXXX  ACH debit, two (2) $XXXX over-draft charges, and a $XXXX  service fee.  I received an automated response with the ticket number, XXXX. I made contact with Loan Care loan servicing at (XXXX, the loan servicer for XXXX) at approximately XXXX hours and spoke with another supervisor, "XXXX".  XXXX advised that he located the screenshot that I submitted.  XXXX ensured that the expedited process was initiated and that I would receive a paper check.  XXXX confirmed my mailing address and again stated that the check in the amount covering both ACH debits, both over draft charges and the service fee would be mailed out Monday, XX/XX/XXXX.  I requested that the check be overnighted and XXXX advised that he submitted that request but that it could take up until Wednesday, XX/XX/XXXX to receive the paper check.  I also advised XXXX that I wanted the auto-debit deleted from my account, that I would be mailing payment going forward.  XXXX confirmed that the auto-debit was removed from both loan accounts.As of XX/XX/XXXX, I had not received a check nor did I receive any kind of confirmation; therefore, I, again, contacted Loan Care loan servicing at (XXXX, the loan servicer for XXXX) at approximately XXXX hours.  During the call, I spoke with another supervisor, “XXXX”.  XXXX  advised that there was nothing on my account indicating that payment had been mailed.  XXXX stated that she observed notes on my account where Jason made promises of a check being overnighted on Monday, XX/XX/XXXX.  XXXX advised that she would have to further research the issue as she did not observe any refund status.  XXXX requested my bank account information in the event that a wire transfer for the full amount would be an option.  I provided my routing and bank account number to XXXX.  XXXX  stated that she would contact me by the end of the day with an update.  As of XXXX  hours, I had not received a status update.  I contacted Loan Care loan servicing at (XXXX, the loan servicer for XXXX) again.  However, the female supervisor (name unknown) could not provide any further information.On XX/XX/XXXX, XXXX hours, I received a follow up phone call from XXXX, the supervisor I spoke with on XX/XX/XXXX at XXXX  hours.  During the phone call, XXXX advised that she was working to resolve the issue that she was advised that an exception would be made and that they would wire the refund.  XXXX stated that it could take time to actually hit my bank account; however, the funds would be wired.  As of XXXX hours, there were no pending wire transfers to my bank account, per XXXX XXXX representative.  I, again, contacted Loan Care loan servicing at (XXXX, the loan servicer for XXXX).  During this call, I was advised by another female supervisor (name unknown) that a wire transfer occurred at XXXX  hours.  The supervisor then stated that it funds actually were not wired but that they would be wired first thing in the morning. On XX/XX/XXXX, at approximately XXXX  hours, I made contact with Loan Care loan servicing at (XXXX, the loan servicer for XXXX) and spoke with another supervisor, “XXXX”.  I explained the above information, as I had every time I called, and XXXX advised that it didn’t appear that the “ticket” was “escalated”; therefore, the funds had not been wired as of the phone call.  I asked to speak with a higher member of management, to which XXXX  advised that no one higher was available that day.  I advised XXXX that I would be filing additional complaints with the Consumer Finance Protection Bureau.  XXXX  then stated that the members of higher management were currently in a meeting but that someone would call me as soon as the meeting was complete.  XXXX  stated that the she was positive that someone from higher management would “resolve” the issue today and that I would receive the refund for both ACH debits, over draft fees, and the service fee.  As of XXXX hours, I had not received a phone call; therefore, I contacted Loan Care loan servicing at (XXXX, the loan servicer for XXXX).  Upon calling, I spoke with yet another supervisor, XXXX, who advised that $XXXX  had been wired to my bank account at XXXX  hours on XX/XX/XXXX.  I explained that I had been told the same information days previously.  I also advised that $XXXX  was not the full amount and that the refund was to include the additional $XXXX ACH debit, the two overdraft fees ($XXXX   each) and the service fee of $XXXX.  XXXX  advised that she would not speak to the fees or the additional ACH as she did not have any information about “that” ticket being escalated and repeated that the ACH debit for $XXXX  was wired.As of XX/XX/XXXX there were no pending wire transfers to my bank account; therefore, I contacted Loan Care loan servicing at (XXXX, the loan servicer for XXXX).  During the call, I was advised that the wired funds of $XXXX  would not post to my account until Monday, XX/XX/XXXX I asked the representative about the additional funds that were to be credited back to me as well, to which I was told there was nothing showing on that account that I was to be refunded the $XXXX, overdraft fees, or service charge.  The representative stated that is all she could advise.  When asked to place a request to escalate the request for the second loan account, the representative advised that she did and provided an escalated ticket number of XXXX.Additionally, after being assured on XX/XX/XXXX, that the direct debit was deleted from both loan accounts, I received paper correspondence from Loan Care loan servicing at (XXXX, the loan servicer for XXXX) that an ACH automatic debit would take place on XX/XX/XXXXfor both accounts.  Therefore, I contacted XXXX XXXX and advised that under no circumstances is Loan Care loan servicing at (XXXX, the loan servicer for XXXX) authorized to withdraw any funds via ACH debit.As of XX/XX/XXXX, at approximately XXXX hours, there still were no pending wire transfers to my bank account.  I made contact with XXXX XXXX again who confirmed there were no pending wire transfers for my bank account.  Therefore, I, again, contacted Loan Care loan servicing at (XXXX, the loan servicer for XXXX).  The representative advised that I could not receive confirmation of wired funds unless I did so in a written request.  The representative then stated that it could take up to 48 hours for a response.  I requested to speak with a supervisor.  I was placed on hold for 45 minutes initially, then disconnected.  I attempted call back; however, I was again placed on hold and disconnected.  At approximately XXXX hours, I was finally put through to a supervisor, XXXX. XXXX  advised that she did not see anything noted on the second loan account about the $XXXX  ACH debit, the overdraft fees, or service charge.  Andrea stated that she did see that $XXXX  was wired to my account as she could see my routing and bank account information; however, she stated that she would have to speak with someone from the cashiering department to determine why the funds had not been deposited.  I advised Andrea that at this point, the second ACH debit for $XXXX  could remain on the account, as it would take another 10+ days for resolution.  Andrea stated that she would make note and that I did not owe on that loan until XX/XX/XXXX  I asked XXXX  if I would be able to speak with anyone in higher management as this had been an ongoing issue for 10 days to which a resolution had not been reached.  I was placed on hold for the next line supervisor.  I was on hold for approximately 45 minutes again until I was put on the line with “XXXX”.  XXXX asked for which payment I was requesting a refund.  I advised XXXX  that there are extensive notes on my account detailing the last 10 days as to the refund, wire transfer, etc.  XXXX   then placed me on hold again to review the account.  XXXX got back on the line and attempted to tell me she would call me back as she was not getting an answer as to the status of the wire transfer from the cashiering department.  I advised XXXX  that I had waited a cumulative time of approximately 2 hours at that point, I would wait for an answer.  XXXX stated okay and I was disconnected.I attempted to re-contact Loan Care loan servicing at (XXXX, the loan servicer for XXXX)  and spoke with XXXX  who advised that the wire may have been placed Friday to be sent out but that they don’t do wires on weekends so it may go out Tuesday, XX/XX/XXXX  After being on the phone from XXXX  hours until after XXXX  hours, XXXX  then advised that the cashiering department was now closed and she didn’t have any further information.  I asked XXXX  for the cashiering department’s contact number to which she advised the cashiering department did not have a phone number or a way to be contacted. On XX/XX/XXXX, I waited until approximately XXXX  hours to contact Loan Care.  I spoke with representative XXXX, who advised that there was nothing in the notes about “any refund” being sent.  XXXX  advised that there was no tracking number and that they had to wait for the mysterious cashiering department to get back to them.  I asked to speak with  a supervisor where I again was placed on hold for another 30 minutes.  I spoke with supervisor, XXXX, again, who stated that there still was no response from the cashiering department. I asked to speak with XXXX supervisor to which I was placed on hold for another 20 minutes.  Another supervisor, XXXX, picked up the call and advised that she was not XXXX  supervisor and placed me on hold again.  XXXX  came back on the line and stated that I would be placed on a call back list; however, I declined as I have been told this multiple times without receiving a call back.  XXXX stated that she was placing me on a brief hold to again “review” my account.  At this time, I’ve been on hold for another 10 minutes, on the phone again for over an hour, most of which was spent on hold with no further information as to where the money is that I am owed.  My loan now shows that I owe again in XXXX; however, I still have not received a refund for the second month’s payment that was taken without authorization.

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation