Consumer complaint received 2015-10-01
Company: JPMORGAN CHASE & CO.
State: MO
Product: Mortgage
Sub-product: Other mortgage
Issue: Loan servicing, payments, escrow account

Complaint:
Account # XXXX XXXX 2015 payment was never applied to my account. Due to the delinquent pay I keep accrueing late fees and it reflects on my credit report. I have experience the worst customer service ever. I recently tried to get a small loan with my credit union. I was told that I could not get the loan because I was behind on my mortgage. I know for a fact that I should not be behind on my mortgage loan w/ Chase. I called Chase Bank XXXX XXXX and found out that my XXXX payment ( MONEY ORDER ) showed as being returned. I allowed Chase a week to research my account to see why it was returned. Chase never followed back up with me. I had to call back. When I called back, I spoke to a representative and gave my tracking number. The rep told me she would follow back up w/ me. Again no one ever followed back up. I called back and spoke w/ another customer service rep on XXXX XXXX and was told that they located a copy of my confirmed payment ( MONEY ORDER ). Per the customer service rep, I was told the payment would be applied to my account. I called XXXX XXXX and the payment still was not applied to my account. A customer service person assured me that situation would be corrected that day. I call back Monday because I received a collection call at my job. Almost three weeks since the initial phone call, the issue is still not resolved. Monday XXXX XXXX, I was told to call back in 3 days. I spoke to XXXX XXXX and ( Escalation Supervisor ) XXXX XXXX. 

Each month my account shows as delinquent I take a hit on my credit report. This issue affects me applying for jobs. I recently applied for a job. The job I applied for required a credit history check. I never was called back more than likely because I show delinquency on my home. I wanted to purchase a new vehicle before interest rates went back up. I doubt if that is possible if I show XXXX delinquent house payments. Due to my money order never being process the month of XXXX my credit rating goes down. Due to my money order never being process in XXXX my credit rating goes down. I use a money order because a money order should be the same as cash. My money order has not posted to my account nor has it been returned back to me. 

Of all the representatives that I spoke to I found XXXX XXXX to be the worst. Her attitude was very sarcastic and condescending. Everyone prior to XXXX XXXX did do research through the notes on the account to get a general idea of the situation. XXXX XXXX acted as if this had n't been on going issue for weeks. She could not answer any of my questions or give me any information to how the process worked for an escalated issue like the one I was dealing with. She could not tell me what was being done to correct the situation. I asked, what is the process for posting a money order? XXXX XXXX did not know. XXXX XXXX told me she was not sure if there was even an error. I explained that all the other people I spoke to prior to her could see there was. I asked why could n't she see that there was error? Of coarse, XXXX XXXX did not know. I asked, how could my account be delinquent if she shows a payment has been receive ever month? XXXX XXXX did n't know. At the end of the call XXXX XXXX asked if she could answer any other question, which frustrated me even more. I do n't understand how a person is a supervisor and has such little comprehension skills. Everyone but XXXX XXXX " the supervisor '' was able to read through notes and identify what was going on and give me some type insight as where the process was going even if it was incorrect. XXXX XXXX could n't even acknowledge there was error and assure me the account was being review. She made it seem as if a whole new process had to take place again. I will be refinancing w/ my credit union as soon as this process is corrected. I would never recommend your service.

Company response to consumer: Closed with explanation