Consumer complaint received 2018-03-16
Company: JPMORGAN CHASE & CO.
State: TN
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
XX/XX/XXXX ; We had a house fire. The home has a small mortgage balance of a little over {$17000.00}. Due to significant loss and complex claim, our Insurance adjuster suggested to simplify and streamline the process, issuing a check to my husband and myself and J.P.Morgan Chase, to payoff the mortgage. We agreed, phoned Chase and received a payoff quote via phone, followed up by a letter in the mail. My husband and I endorsed the check, payable to us and J. P. Morgan Chase. I mailed the check Priority Mail, exactly as per Chase 's instructions along with a copy of the payoff letter. On XX/XX/XXXX, I received via mail a past due notice for the XX/XX/XXXX, mortgage payment. I phoned J. P. Morgan Chase Mortgage Department, explaining the situation and asking the reason for the past due notice. I was told that it takes time to process a payoff and not to be concerned, it just had not had time to go through. 

XX/XX/XXXX, I receive notice that I am 2 months past due on my payments. This was the first of 40 phone calls that I placed to Chase. First, every time I called I was met with the call center recording that I am past due and they are trying to collect a debt and the call is being recorded. I was stuck in a loop of " let me check and someone will call you back '', finally after numerous unreturned calls and my calling them back and starting again in the loop, I reached a supervisor that informed me there was no record of a payoff package being received by Chase. I explained that I had copies of everything, including the USPS receipt indicated that it had been delivered to Chase on XX/XX/XXXX. At that point, they asked that I fax copies of the package. This was followed by a call that this was an insurance claim and I needed to be speaking to the Chase Insurance Department, not the Mortgage Company. I explained an insurance claim was not made and that a check was issued and sent to the mortgage company. They transferred me to the Insurance Department anyways and of course, that Dept. indicated they did not have an open claim on the property or account. And I was given a phone number to call and guess what - I am back to the Call Center - square one. Finally, I was escalated to a Call Center supervisor, one of the three times due to the fact that no one was returning promised calls and I would call back. Finally, a Call Center supervisor indicated they had received the fax and that the check was lost and that I should contact the insurance company to see if the check was processed, stop payment and ask them to issue another check. ( Please, keep in mind I am already being reported as past due 2 mos. ) I indicated that my attorney had recommended that I not speak to the insurance company at that time and I suggested since they had lost the check and had a copy with all the information on it, including the agents direct phone number, since the check was lost in their possession they pick up the phone call and see if anyone at Chase had negotiated the check. And also, went on to ask me if I could just send them a personal check or ask the Insurance to issue a check without J. P. Morgan Chase, as additional payee ... ..this is the same bank that insisted as being listed as the mortgage holder on our account .... Once again, I am transferred back to the Insurance Department , to one of Chase 's finest employees, in my opinion. She apologized for the problem, explained that she is in the Insurance Department, and although there is not claim she would try to help, see would call XXXX and she would phone me back ( bless her heart ). Her name is XXXX XXXX, she also, went so far as to tell that my caller ID would come up with a XXXX XXXX five digit number and it would be her to please answer. She returned my calls, got me on track and even followed up to see how things were progressing. Additionally, she advised me to get the name of a specific person in the Chase Mortgage Department to send the replacement check too. 

Little did XXXX XXXX know it would take a near act of Congress to get a name and address. Finally, after addition calls and requested to speak Chase Internal Audit Department and Chase Legal Department ( both of which I was told they do not have ) I reached the Executive Resolution Level ... ..I spoke with a gentleman name XXXX, recapped the situation and how to resolve the issue to my disbelief I was told he was the laison to the Executive level and someone would call me back in 48 hours, ( this call was on a Thursday and I was assured I would hear back by the next Tuesday - a long 48 hours ) I insisted on a name and was told the " investigation '' was assigned to XXXX XXXX XXXX . When XXXX XXXX called, instead of offering a solution, she informed me she would look in to the " facts '' and call me back by XX/XX/XXXX ; I did not received a call back and at XXXX PM ( and not knowing where she was located ) EST and was informed that she had left for the day. I confirmed with the lady that answered that XXXX XXXX had been in the office that day, but had about XXXX PM. She confirmed the same. I briefly explained that she owed me a call and asked if I could speak with someone else. The response was there was no one else available that department usually leaves early, but that she would put a note of XXXX XXXX 's desk and if she did not call me that following day that I should phone her supervisor, XXXX XXXX, and provided me his number. 

XXXX XXXX did call me the next day. At this point, I had in my hand a replacement check from XXXX, for the same payoff amount as was originally issued for XX/XX/XXXX ; it is now XX/XX/XXXX. During, the course of their " investigations '' they did not both to suspend past due notice, freeze accruals on the account or credit bureau reporting. Basically, they did very. My request to XXXX XXXX was to adjust the payoff to the XX/XX/XXXX quote, provide me a name and address of where to send the " replacement payoff check '' ; to satisfy the mortgage and provide me evidence of the same ; and to notify the credit reporting agencies of the error and restore my credit rating. ( Which has dropped almost 300 points due to this issue ... ..my XXXX card, which I have had for 47 years, notified me yesterday that my credit limit has been decreased from {$50000.00} to {$25000.00} ; and the pay over time option suspended ... ..due to reporting of past due balances with other creditors ... .I received similar notification from my personal bank card. XXXX XXXX informed that she found no evidence that Chase had done anything wrong and therefore that would not do what I requested. I explained I understood if she did not have the authority to do that and would she please transfer me to someone that does or to her supervisor, XXXX XXXX. XXXX XXXX informed me that XXXX XXXX was not available and that there is not avenue to change the decision. I told her that I understand, but I would like to speak to someone at the next level, or internal audit or legal department ... someone that could make an independent decision. Again, I was told there were not such departments and that no one could alter the decision. Again, she told me XXXX XXXX was not available, but I could speak to XXXX XXXX. While XXXX XXXX was the most help, XXXX XXXX was the total opposite. She indicated that she could tell me nothing different that XXXX XXXX and there were no more levels. At that point, I inquired of XXXX XXXX if she was XXXX XXXX 's supervisor or her peer. She confirmed that she was a peer and I again asked, XXXX XXXX. XXXX XXXX told me that XXXX XXXX would tell me the same thing as she and XXXX XXXX that the decision stands and that no one at J. P. Morgan Chase could alter her decision ... .there are no more levels. XXXX XXXX response to the fact that I had evidence of delivery of the payoff on XX/XX/XXXX, was that they received the payoff package, but there was not a check inside. I asked her to clarify my understanding of what she was saying that she is the final decision make at J. P. Morgan Chase and that no one in the organization could override her decision, including her supervisor, XXXX XXXX XXXX, she confirmed that and I asked if that included the Chairman and CEO, XXXX XXXX. She confirmed that to be correct. I explained that I personally do not know XXXX XXXX, but know people that do and I would work diligently to inform him of Chase 's actions. At this point, I called my attorney. We met the next morning and together we phoned XXXX XXXX, asked for XXXX XXXX. Of course, he was not in, but we did get a phone number for him. My attorney asked XXXX XXXX who we should send the replacement check to. Again, she would have to find out and call back - I spoke with XXXX XXXX on speaker with my attorney in his office. Authorizing Chase to deal with him directly. The very next day, I received a garbled voicemail from Chase, maybe XXXX? that I need to send a letter authorizing them to speak to my attorney, I notified my attorney. He drafted a letter to that effect that I faxed. The very day, a garbled voicemail from XXXX ... same thing. 
Finally, XXXX XXXX finally provides the name and address to mail the replacement check to - it is exactly the same payoff address the original check was sent to in the instructions. This time it had a persons name ... ..it was sent XXXX overnight to that person, with signature confirmation on XX/XX/XXXX. On XX/XX/XXXX, it was processed by the Insurance Department. Our attorney has indicated that he can sue for damages, it will be good for him - we will run up a big bill, but that Chase does not care. They will not admit any wrong doing and therefore, do not have to do anything. This is so unjust. Chase never acknowledged that fact that I had turned the issue over to my attorney and continued to address through their system. 

General information : Chase Payoff Center is in XXXX, Ohio ; the Insurance Department is in XXXX, Georgia. NOTE : REPLACEMENT CHECK WAS ISSUED BY XXXX  ON XX/XX/XXXX, AND IT TOOK UNTIL XX/XX/XXXX, TO GET CHASE TO TELL US WHERE TO SEND IT AND UNTIL XXXX, TO APPLY IT ... ... .... 
SUMMARY XX/XX/XXXX ; USPS Chase Payoff Letter & XXXX 's Pay-off Check as per instructed to : Chase, Attn : Payoff Processing / Mail Code XXXX, XXXX XXXX XXXX, XXXX, OH XXXX, USPS Tracking. 
XX/XX/XXXX ; Received Past Due Notice, Phoned Mtg. Dept. Number on the Notice - told it had not had time to process - just wait. 
XX/XX/XXXX or XXXX, Received a 2 month past due notice. Phoned and opened a case with the Call Center - ( XXXX XXXX indicated this is the first call of record the one to the mtg. dept. on XX/XX/XXXX, does not show up. ) XX/XX/XXXX ; rec. Letter from Chase indicating " We have received your application for mortgage assistance. '' NOTE - WE DID NOT MAKE THIS APPLICATION. 
XX/XX/XXXX ; Faxed XXXX to XXXX XXXX XXXX , at Chase request a copy of the Transmission verification form where I had previously sent the following information, a copy of the original payoff check, USPS Tracking Receipt, Past Due Letter that prompted my first call on XX/XX/XXXX ; Email Correspondence with XXXX , explaining Chase lost the check, would they check to see if it was negotiated, stop payment, if not and reissue the check - which they did ; and a copy of the Reissued Check. - NOTE AT THIS POINT I HAD THE CHECK IN HAND AND COULD NOT GET A NAME FROM CHASE TO SEND IT TO ... ..this is where they asked if I could send them a check w/o Chase 's as joint payee. 
XX/XX/XXXX ; Escalated to Executive Level - promised to return call in 48 hours. 
XX/XX/XXXX, rec. letter from Chase, " We received your request on XX/XX/XXXX and expect to have an answer for you by, XX/XX/XXXX. We appreciate you patience while we research and resolve your request. '' ALMOST A WHOLE MONTH ... XXXX 
XX/XX/XXXX ; Did not get return call, I phoned Chase - different person each call - no last names XX/XX/XXXX Assigned to the Executive Level to investigate. Was told XXXX XXXX XXXX, ext. XXXX, would call me. Her message was not a solution, another investigation into whether Chase had done anything wrong ( reXXXX, call was to open investigation - my expectation was a resolution. ) XXXX XXXX indicated she would call me back XX/XX/XXXX ; at XXXX PM, XXXX - because I was concerned that no one really calls back - I phoned her and learned she had been in the office, but had left for the day ( see details above. ) XX/XX/XXXX XXXX XXXX called making excuses that she had been in meetings. I thought given I had been working on this since XX/XX/XXXX, she would at least have had the courtesy to reschedule the call. 
XX/XX/XXXX, is the date XXXX XXXX informed me of her position, passed me to XXXX XXXX, and I contacted my attorney. 
XX/XX/XXXX, rec. Chase letter, for a payoff through XX/XX/XXXX, indicated it was being sent " because you requested, your payoff amount changed, or you are reaching your final payment. '' NOTE - NEITHER WE OR OUR ATTORNEY REQUESTED THIS ... .. 
XX/XX/XXXX, our attorney sent a letter with the replacement payoff check to Chase. 
XX/XX/XXXX, rec. Chase letter referring to my XX/XX/XXXX, request to adjust the payoff - Chase 's written confirmation they will not adjust payment and that they " carefully reviewed the credit reporting for your loan, and we didn't find any instances of misreperentations. '' We must report any payments you make as we receive them, and we can change negative reporting only when we make a processing error. '' AND THAT IS TRUE - THE LOAN WAS PAST DUE - BUT IT WAS DUE TO CHASE LOOSING THE CHECK AND DRAGGING OUT THE ISSUE FOR 3 MONTHS - IT WAS NOT A PROCESSING ERROR =- THEY LOST IT - THEY DID NOT PROCESS IT AT ALL. The letter is signed Mortgage Banking Executive Office - NO NAME - NO ACCOUNTABILITY. 
XX/XX/XXXX, Received a letter from Chase, XXXX XXXX, introducing himself as relationship manager to " best assistance option for your mortgage loan. '' XX/XX/XXXX, responded to garbled voicemails ( caller ID XXXX ( XXXX ) XXXX ) demanding a letter of authorization to speak directly to our attorney, with a letter faxed to Chase to that effect. 
There were really 40 phone calls - the last one was yesterday when I received a letter from Chase Mortgage Department the loan is paid in full and a XXXX, refund check. The interesting thing I learned from the young man I spoke with in the Mortgage Department when I phoned, was THAT CHASE MORTGAGE CAN NOT PROCESS AN INSURANCE CHECK, THE CAN NOT ENDORSE A CHECK FOR J.P. MORGAN CHASE ... ... ... .IT WOULD HAVE BEEN NICE TO HAVE KNOWN THAT IN THE BEGINNING ... ... ... 
Names of people that I was able to get a new from in the course of the 40 calls .... 
no particular order, XXXX XXXX ; XXXX XXXX, XXXX XXXX, XXXX, ext. XXXX ; XXXX XXXX ; XXXX XXXX, XXXX XXXX, XXXX, fax XXXX ; XXXX XXXX ; XXXX XXXX, XXXX XXXX, XXXX XXXX, XXXX XXXX and Call Center Employees that were very nice, knew their scripts well, but had no authority to help. Chase 's best ( XXXX XXXX ) and worst ( XXXX XXXX ) in my opinion. 

Chase has finally applied the payment, notified me the loan is paid in full. 
1. We want a satisfied mortgage and legal evidence of that satisfaction.

2. Restoration of the impeccable credit we have built and enjoyed for over 65 years.

3. Withdrawal of all negative financial information to reporting agencies or comparable information to the same affect.

4. We want in immediately - just as promptly as the negative reports were feed out.

5. We written evidence physical evidence that it has been completed, in a form that will be acceptable and support any entity or party that extends credit based on Credit Reports. 



NOTE : CHASE HAS COPIES OF ALL NAMES DOCUMENTS AND RECORDED CONVERSATIONS ... ... ... THEREFORE, I AM NOT ATTACHING ANY DOCUMENTATION.

Company response to consumer: Closed with explanation