Consumer complaint received 2022-06-23
Company: JPMORGAN CHASE & CO.
State: NY
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
I purchased my home/condo in XXXX of XXXX. 

In XX/XX/XXXX, I received a delinquent tax payment notice from the XXXX of XXXX. 
I called the Chase Mortgage department and found the most helpful person of all my experiences who actually fixed something for me. After that no one was any help at all. 
XXXX, asked questions and determined that my condo used to be classified as a rental apt before my purchase as a condo. So, the coding for payment changed. 
She contacted the XXXX of XXXX and resolved and paid the tax and also she told me that Chase would of course be responsible for any late charges. She called me on the phone to let me know it was resolved. 
It was the ONLY time that any Chase agent ever followed up with a return call to me. 


In the summer of XXXX I received a check from Chase mortgage that I had extra money in my escrow and was getting a refund check. I received that check in XXXX for {$1300.00}. 
I knew something was wrong. Ive owned another property for over 20 years and knew there was never one that large. 
I also looked at the amount that was for the school tax due in XXXX {$1300.00}. 
Weird coincidence the amount they gave me back was almost exactly what was due in XXXX. 

I started getting notices about the unpaid school tax that was due in XX/XX/XXXX the beginning of XXXX, is my best recollection. It is possible I may have missed one in my documentation earlier. 

I contacted Chase Mortgage on XX/XX/XXXX and spoke to XXXX ( unknown last name ). 
I told him my school tax was delinquent and I knew what the problem was. He was very disinterested. He did tell me that it got paid but I told him the payment, even though showing in their records did NOT GO THROUGH. I tried to explain to him that I knew what the issue was since it happened earlier this year and XXXX found the cause. The coding changed. I am not even sure that he even wrote that in any notes. I had the answer! 
I was told something about getting back in touch with me in 18 days ( cant remember business or calendar ). 
I told him I was refunded almost the same amount that was due. 

XXXX asked me to upload documents to Chases website related to delinquent taxes. 
Which I did. 

I was worried that Im in trouble for not paying taxes and called again on XX/XX/XXXX and spoke to XXXX who gave me a reference number of XXXX. 
Again I tried to explain. 


I called again on XX/XX/XXXX and spoke with XXXX. Again telling the same story that the tax wasnt paid and that they refunded me a check almost for that amount from my escrow. 
I can not remember if it was XXXX or that I spoke with XXXX again who told me that they did speak with the XXXX XXXX XXXX XXXX who said the tax payment made end of XXXX went through. 
That wasnt the issue I said! It was for the XXXX payment. But I only got responses of its all set. 

It wasnt. 
A few times calling I specifically asked a few people, women, so not XXXX or XXXX and said that I had this extra money from that refund. Should I put it back in my escrow so they can get it paid? One told me that I could if I wanted. I was always allowed to put extra money in but another told me to wait until this was settled. Not to do anything yet. 
So I didnt. 

At the end of the year of XXXX I got my tax statement, form 1098. It showed that the yearly taxes paid were only {$3200.00}. I knew they were supposed to be {$4600.00}. Again, this mostly proves that they didnt pay that tax and just sent me a refund check for extra money in my escrow. 

Now, the penalties are wracking up but I knew the issue. No one was listening. 
I felt it was on Chase to pay those penalties, not me. 
Id done everything I could to get this straightened out with mostly no help. 
NO ONE ever called me back each time. 

Somewhere between this time and XXXX I FINALLY received the first response since the School tax issue started. A letter dated XX/XX/XXXX. 
Chase told me that they were going to directly deposit {$200.00} into my escrow since they saw that I had paid that missing tax payment and paid penalties. 

I had not paid it. At some point that must have been the penalty due, which increased after this. 

I monitored my escrow to see if XXXX ever reimbursed me that amount. 
I never saw a thing. 

I called and spoke to XXXX on XX/XX/XXXX. I told her this wasnt settled! Should I just pay it now and let Chase figure out the penalty? No, just wait. She reopened the case on and gave me reference number XXXX. She said someone would respond to me in XXXX days again. 

I corresponded multiple times around then with XXXX and XXXX from the XXXX of XXXX for late payments. They said theyd had no contact from Chase and the amount was still delinquent with further penalties. 

I spoke with XXXX and told them I was sending in the {$1300.00} and could I please have a payment plan ( they had offered XXXX ) to pay the penalty? 
XXXX told me to go ahead and mail in the {$1300.00}. That was paid XX/XX/XXXX. 



On XX/XX/XXXX I called Chase Mortgage and spoke with XXXX. She was the XXXX person who actually looked at everything and saw that a payment had gotten missed. XXXX guessing paid but rejected due to the new coding. But I was so relieved and told her that maybe XXXX just pay the {$1300.00} Chase refunded me and could she request that Chase pay the penalties. Which changed multiple times but at this point I think was {$380.00}. 
She told me she would put in a request for a reimbursement be paid to me. 

No word again. 

XX/XX/XXXX, XXXX XXXX taxes writes me and says that if I dont pay the delinquent charges that I will not get my STAR rebate. 
I though the tax department was going to do a payment plan but they wanted it all right away if I wanted my rebate. 
So now XXXX told me the grand total for delinquent charges was {$390.00}. 
I just paid the whole amount on XX/XX/XXXX. 


I called Chase again on XX/XX/XXXX and spoke with XXXX or XXXX ( again I never was told a last name ). 
She looked at my records and told me that my request was denied since the coding on the payment changed and it was not their fault. 

XXXX horrified as I TOLD THEM MULITIPLE TIMES WHAT THE ISSUE WAS! If they didnt keep putting me off I would have just paid it long ago and never been hit with penalties. 
They just kept making me think they were going to take care of things. 
XXXX insulted that no one listened. That this should have been cleared up long ago. 
That the penalty I paid of {$390.00} should very well be paid by Chase. Their excuse/reason is WRONG as I told them over and over. 

Ive gone through much anger and sleepless nights over this while I mostly fell on deaf ears. 
Way back in early XXXX when XXXX figured it out, she assured me that Chase would pay any penalty. Now XXXX told that its not their fault? Their fault for not listening to customers telling them whats wrong. 



I have attached some documentation. I have much more.

Company response to consumer: Closed with monetary relief