Consumer complaint received 2016-06-14
Company: JPMORGAN CHASE & CO.
State: CO
Product: Mortgage
Sub-product: Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account

Complaint:
Back in XXXX I received a refund check for {$1400.00}. I contacted Chase and was told the refund was not from Chase and that everything was fine with my mortgages. I was not told of the error discovered later, for which I 've explained below, and I was not told that I owed that amount to my escrow. I called my insurance company and was told it was an over payment from Chase for my XXXX XXXX property. The {$1400.00} is the premium amount of our XXXX insurance premium on the XXXX XXXX XXXX. property. At the time we had a mortgage on the home with an escrow account. Shortly after we received the refund we paid that mortgage off. As Chase did not tell me I owed the money and I was told that overpayment was for the XXXX XXXX property for which there was no longer an escrow account, I believed that I did not owe the money. 

After receiving an escrow shortage statement on account ending in XXXX for our XXXX XXXX property I contacted Chase, several times. I was told that Chase had paid the premium for XXXX different properties out of the XXXX escrow account in error and I was assured that it would be corrected since it was Chase 's error. The rep stated she would send the case over to the appropriate department for correction. I never heard anything from Chase and my mortgage payment has been deducted at the higher payment amount twice now. 

I emailed Chase on XXXX/XXXX/16 asking for status. On XXXX/XXXX/16 I got a response from XXXX XXXX and was told that Chase had paid the premium for XXXX different properties out of the XXXX escrow account in error. I was told I owed the money from the refund check I had received or my payment would stay up. I responded back the rep on XXXX/XXXX/16 asking for Chase to correct the error they made. Sue never responded so I called Chase again XX/XX/XXXX. I requested a manager and discussed my situation with XXXX XXXX XXXX. He assured me that he was going to open an investigation and look into this. He stated if I was told that I did not owe the money that Chase would take care of it. He was going to look into the matter and get back to me. He called me XXXX time the next day to reassure me he was still looking in the matter and I never heard from him again. I left him XXXX messages asking for a status update and did not receive a response. Every XXXX days I email Chase asking for XXXX to contact me and to notify his manager of his lack of customer service. I received XXXX voicemail on XXXX/XXXX/16 from a customer service rep in which I returned the call within XXXX minutes but had to leave a message. No return call. I emailed Chase again after I did not get a return call within XXXX days. On XXXX/XXXX/16 I received an email stating XXXX would call me that same day. No call. Emailed Chase again and they asked for what hours would be best to contact me on XXXX/XXXX/16 and XXXX/XXXX/16 in which I provided. No call. XXXX Chase again and was assured XXXX would contact me on XXXX/XXXX/16. No call. 

So here I am with a higher mortgage payment because of errors made on the part of Chase. On top of that I have received horrible customer service during this whole thing which has driven me to the drastic measure of having to write this complaint in hopes that someone will take this seriously and correct the error. My husband and I have been customer of Chase for a long time and have done a lot of business with them. Mortgages, loans, bank accounts, investments, credit card etc. We always received really good customer service, that is, until there was an actual problem and now no one wants to help us. 

Will someone please look into our complaint and work with us to get it resolved? 
Thank you.

Company response to consumer: Closed with explanation