Consumer complaint received 2017-05-04
Company: JPMORGAN CHASE & CO.
State: TX
Product: Mortgage
Sub-product: FHA mortgage
Issue: Trouble during payment process

Complaint:
In  XXXX   XXXX ,  Chase,  our mortgage lender made an unauthorized withdrawl from our external checking account, after I previously scheduled our  XXXX   XXXX   XXXX   monthly payment on  XXXX   XXXX , after getting home from work. On  XXXX   XXXX ,  XXXX , I notice  XXXX  withdrawls from  Chase,   XXXX  for the amount I scheduled for {$1300.00 0} ( a dding extra to cover half of a late fee ) and another for {$1300.00}  (  our normal mortgage payment ). I contacted  Chase and  was advised both payments were scheduled on the  XXXX  at 2 different times ; the {$1300.00} was scheduled during a timeframe I was in a meeting at work ( with no access to a computer or phone ), and the {$1300.00} was scheduled at the time I scheduled it, after getting home from work. I advised  Chase  I only scheduled  one pa yment and no one has access to the account information, but me and them and therefore the payment for {$1300.00} was an unauthorized withdrawl and requested the unauthorized withdrawl to be refunded, and  Chase p ut in a request. Due to the unauthorized withdrawl of {$1300.00}, we suffered overdraft fees and I requested the overdraft fees be reimbursed, but was told  Chase  would have to do research. The unauthorized withdrawl of {$1300.00} was returned to our account on  XXXX   XXXX ,  XXXX , but not our overdraft fees. Due the withdrawl being unauthorized, I began the dispute process with my credit union for the overdraft fees on  XXXX   XXXX , and the fees were later overturned by my credit union, as Chase had returned the funds.     On  XXXX   XXXX ,  XXXX , we received a letter from  Chase  with their findings stating that the payment for {$1300.00} was scheduled on  XXXX   XXXX ,  XXXX  for an effective date of  XXXX   XXXX ,  XXXX , which is inaccurate and false as I was told by  Chase  the unauthorized withdrawl was scheduled on  XXXX   XXXX ,  XXXX  and checked for pending payments prior to scheduling our payment of {$1300.00} on  XXXX   XXXX .     When making our  XXXX   XXXX  payment, I noticed it showed that we still owed for  XXXX , so I contacted  Chase an d they advised, both payments of {$1300.00} were returned to our credit union account, but there was only  one  payment of {$1300.00}  ( t he unauthorized amount ) and the authorized payment amount of {$1300.00}. I let  Chase k now that we only received  XXXX  returned payment of {$1300.00} and they began to investigte. On  XXXX   XXXX ,  XXXX  our credit union provided us a manual credit in the amount of {$1300.00} for the dispute, but the funds have been on hold since they were deposited into our account, since Chase returned the payment of {$1300.00}. Chase is continuing to hold the manual credit against us, stating that the fu nds are from Chase, even a fter I have had a conference call with our credit union and  Chase and Chase w as advised the credit came directly from our credit union.      I have spoken to numerous reps and managers at Chase and was advised this would not go on our credit as it was under investigation, and now it is reflecting on our credit. Chase  is advising they returned both payments, at one point stating that the payment for {$1300.00} was returned due to insufficient funds ; which again is inaccurate and false and has been proven by our bank statements that both payments of {$1300.0 0} ( u nauthorized ) and {$1300.00 } ( a uthorized ) cleared our account,  Chase h as asked for our bank statements twice and conference calls with our credit union to verify there was a credit given to us by our credit union and we have complied with all they have asked. However, we have ask ed Chase for transaction IDs or trace IDs for the refunds, but Chase will not p rovide them.     On  XXXX   XXXX ,  XXXX , I spoke with a rep from  Chase  and he advised he did see our funds there, b ut could not locate where they went, and " escalated '' my call, but I was told they would have to do research. I let them know I would be contacting them again in the next couple of days. On  XXXX   XXXX ,  XXXX , I made another call t o Chase, this time with my credit union on the line to comply with their second request for a conference call, and the Chase rep advised she did see that Chase  had messed up and our funds were there, but they were not able to locate them. She promised to get everything taken care of and we received a follow-up call fro  m Chase o  n  XXXX   XXXX ,  XXXX  advising we are still a month behind.     I have since been in contact with the  Chase Executive Offices and have been advised, Chase  is still holding the manual credit from our credit union over our heads. I have advised th e Executive we have been dealing with, that Chase  has recorded calls to verify that the manual credit of {$1300.00} is not from  Chase, bu t from our credit union, but they refuse to listen to the conversations. We were asked by the  Executive to  obtain a letter from our credit union advising the funds came from them and I do have the document.     This process has been long and tedious and has cost me numerous hours of research and time away from work as well as my family. In addition to having our credit repaired, I am now asking for compensation for my time a s Chase h as had all the information at their fingertips, but has failed to use their resources. The have refused to listen to recorded conversations, review documentation provided, and have not contacted my credit union even though they have permission and a direct number to contact for any questions they have. Through all of this , Chase  has never addressed the payment I did authorize in the amount of {$1300.00}, and it has never been applied to our account, because if it were applied,  Chase would not be showing us as behind one month. Chase  has lost our funds and refuses to correct their mistake.      Chase h as changed their story numerous times, going from the draft of {$1300.00} was authorized, to the funds were NSF on  XXXX / XXXX / XXXX  and returned to our account, then to them working with our credit union and sending the funds back to us, which they have not.  Chase is stat ing the funds that show as a " CREDIT MEMO '' on our statement are from them, when our credit union has provided proof that they are not, and that the " CREDIT MEMO '' is in fact from our credit union as a direct result of the dispute filed with them against  Chase. Chase  requested proof that the " CREDIT MEMO '' was from our credit union, in the form of a letter on our credit union 's letterhead, and we obliged as did our credit union, but  Chase has  yet to realize or correct their mistake.

Company response to consumer: Closed with explanation