Consumer complaint received 2022-05-18
Company: JPMORGAN CHASE & CO.
State: IL
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
My wife, XXXX XXXX, and I were notified around approximately XX/XX/XXXX by XXXX XXXX ( " XXXX '' ) and Chase that our mortgage was being transferred from XXXX to Chase. Around that time, Chase also informed us that it would take approximately 10 days before we could manage our home loan via the online portal. On XX/XX/XXXX, Chase notified us that we could now use the online portal to manage our account. 
On XX/XX/XXXX, my wife attempted to make a payment using the online portal, at which time the system instructed her to accept the Transfer Service Agreement. She accepted and received on-screen confirmation. She then proceeded to attempt to make a payment and was once again instructed to accept the Transfer Service Agreement. She made several attempts to accept the agreement and make a payment, each time with identical results to the first attempt. 

At that point, and on the same day, she called Chase and was transferred a few times before speaking with a technical specialist. This individual had her attempt multiple unusual fixes, such as adding a fake payment account to the system. We ended that call as nothing was being accomplished. 

On XX/XX/XXXX, confirming that our issue was not resolved, we contacted once again. We were again transferred to a technical specialist who attempted to fix the issue with the account in Chases system. This support specialist had us log out and log back in multiple times but was unable to resolve the issue. At that time he informed us that he would escalate the issue and opened a support ticket. That ticket number is XXXX. 

Today, XX/XX/XXXX, having heard nothing back from Chase regarding the mortgage account and wanting to make a payment online, I contacted Chase at XXXX CT from line ending in XXXX to inquire about the status of the ticket. I was transferred a couple times, the last of which I was informed I was being transferred to technical support. The call was transferred and I was placed in the call queue. I was holding in that call queue for XXXX  minutes before I terminated the call, having talked to nobody on that line yet. 

About an hour into the call, at XXXX CT, and admittedly being a bit irate having been on hold for an hour, I called Chase from another line, ending in XXXX, ( leaving the original call still going on my other cellphone ). I informed the customer service rep that this was unacceptable to leave a customer holding for that long and that I wanted resolution to ticket ASAP. At that point, she said Youre a scammer or something to that effect ( but definitely referring to the call as a scam ) and hung up. 

I then immediately made another call from that second line, with the original call still on hold waiting for someone to pick up. I once again informed them that their customer service has been horrendous, and I was aghast at being called a scammer from the last call. I believe I then likely spoke to a call center manager, she informed me that she would request a call review as I had request from that prior call ( i.e., the scammer call ), and we proceeded to discuss the issue with the transfer service agreement. She then informed me that she needed to transfer me to another department to handle the issue. 

I was transferred, explained the issue once again, at which point that customer service rep informed me that she would need to transfer me to the technical support team ( the same team that I was still on hold with for XXXX minutes ). I informed her that I would not be placed into another call queue with my original call still in the queue and terminated the call. 

The issue remains unresolved and Chase appears entirely uninterested in resolving this issue.

Company response to consumer: Closed with explanation