Consumer complaint received 2017-04-24
Company: JPMORGAN CHASE & CO.
State: IL
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
For the past several years, I have been paying Chase Mortgage bi-weekly mortgage payments ( ie $  XXXX  $  XXXX  {$500.00}  ) . However, in  XXXX   XXXX  I went to a local branch to pay my bi-weekly payment and was advised at that time that my account was locked and they could not process my payment. After speaking with teller and branch  manager at local Chase, a ll I was given was an  XXXX  number to call. After several attempts at calling the  XXXX  number, I was finally able to reach someone who advised me that my account was 120 days late. While they acknowledged that there were bi-weekly payments, it appeared they were not posted correctly. In my own admittance, I  may  have fallen behind due to divorce/court battle, but never 120 days past due. After several weeks of calls and messages, there was no resolution. In early  XXXX   XXXX , I agreed to  XXXX  bi-weekly FULL mortgage payments -- - the first payment to be applied to my regular monthly payment and my second to be applied to the 'late ' payment that they were showing. Since  XXXX   XXXX  I have mad e eight ( 8 ) FULL mo rtgage payments. However over the last several weeks, I was made aware th at Chase  is not only still reporting me 90 days past due, they are not applying my payments as previously agreed to. I was informed that part of the reason why was because I am not " specific '' on how I want my payments disbursed. After learning this, I specifically tell the branch teller " specifically '' how I want the payment posted. I learned this past week that I am not allowed to do this. I have been on the phone with escalations for the pas t 4 weeks and every time am told I would get a letter within 2 business days and a call within 24  hours. This has NEVER happened. I agreed to make double payments in an attempt for my  XXXX ,  XXXX ,  XXXX  and  XXXX  payments to be posted in full and on time ; and the extra payment made each month to be posted to what  Chase was claiming was late. This has not happened. Only to learn that the Chase representative was not allowed to tell me such a thing as they can not post payments that way. I am desperately trying to get pre-approved for a new loan in order to sell my house and move. Chase reporting is making it impossible for me to even get pre-approved for a small loan ( under {$100000.00} ) and thus making it impossible for me to move. I have done every single thing Chase  has advised me to do. I have called every single week for the past  4 weeks and been on the phone for close to 2 hours each time with absolutely no resolution. Every time I call, I get a different representative, a different story, a different thing I need to do. Chase has done nothing to clarify this issue. I need help in getting this resolved so that I can sell my house, pay my mortgage back to Chase  and get out from under them. They are making it physically impossible for me to do so. And again after my phone call on Friday  XXXX   XXXX , I have yet to hear from anyone in any form from  Chase. I need help. I have no documents to attach because despite repeatedly being advise I would get documents from Chase, I have received not a single one.

Company response to consumer: Closed with explanation