Consumer complaint received 2022-01-10
Company: JPMORGAN CHASE & CO.
State: VA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
I apologize for bothering you with this low-level case I am humbly requesting that someone please investigate and resolve the below situation for me. Bottom line is that Chase, believing that I was delinquent on my mortgage, coerced me into making an additional mortgage payment on my account for the month of XX/XX/XXXX. When I discovered that this was an error on their part and asked for my additional payment to be returned to me, they agreed that they made an error, but refused to return my money. I need these funds for other bills and am asking that they be returned immediately. Please help. 

Background : At the end of XXXX, I received a notice on XX/XX/XXXX that Chase bought my mortgage from XXXX XXXX Mortgage. My new loan account number at Chase was given as XXXX. 

In XXXX ( I believe it was XX/XX/XXXX ), I contacted Chase to ensure that my mortgage billing information was correct and to enquire when my first bill would be sent to me. At that time, I was told by a Chase representative that I was delinquent on my loan and that I must immediately transfer a payment to Chase or suffer penalties that would include lowering my credit rating. 

Needless to say, I found this threat to be very disturbing. I asked to talk to someone in management and was given to XXXX XXXX, who established a case # XXXX. XXXX also informed me that I was delinquent in paying my XXXX mortgage bill. Not wanting to be delinquent I immediately paid my mortgage bill for XXXX and XXXX with an electronic transfer that day. 

However, I never miss a mortgage payment, so I looked back in my records and found that I sent a mortgage payment to XXXX on XXXX. I checked with XXXX and they had cashed my payment for my XXXX mortgage on XXXX and wired the funds to Chase on XXXX. I called XXXX back and gave her the information and was told Chase had no record of this and I needed to address the problem with XXXX. This began a series of phone calls with Chase and XXXX over the course of the following XXXX weeks. The outcome of these phone calls was that Chase acknowledged that they had indeed received payment, however, they refused to return this payment to me. Instead, they offered to use these funds to pay my XXXX bill. I asked for the money to be returned to me immediately as I have other bills to pay ; Chase refused. I tried numerous times to convince Chase to give me my money back, only to be told that my case is pending. 

At this point, Chase has stopped contacting me, will not return my money, and is obviously profiting from interest earned on my funds every day. While the funds in question are only {$1900.00}, that amount is very important to me. Further, if Chase is following the practice of withholding private funds without consent while they earn interest, that is bank fraud. While I am only XXXX person, if this practice is scaled up, Chase could be making significant profit of off holding funds from others against their will. I have reported this to the XXXX XXXX XXXX XXXX. Chase has held my funds illegally for over a month. I am asking XXXX to have Chase to immediately return my money and address the policy issues that led to this problem. 

Respectfully, XXXX XXXX XXXX

Company response to consumer: Closed with monetary relief