Consumer complaint received 2017-05-11
Company: JPMORGAN CHASE & CO.
State: KY
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
I noticed that Chase Bank failed to pay my  XXXX  property taxes in   XXXX   XXXX  , while I was gathering information to prepare my  XXXX  taxes. I called reported the problem and stated that we should not be responsible for the late fees. Chase Bank quickly paid said property taxes but failed to cover said late fees. I received a letter dated  XX/XX/XXXX  stating that they were never notified of a split parcel prior to date and that we were responsible for said late fees. I called on  XX/XX/XXXX  and my husband spoke with a representative and stated that the tax bill and parcel map number they have is what was on the tax bill and the " split parcel '' should not be an issue. I called back on  XX/XX/XXXX  and spoke with a very rude agent that told us that they ( Chase Ba nk ) d o not receive tax bills like I do that what they receive is electronic and only used map parcel numbers not tax bill number and that the parcel was split and that is the reason they could not pay. I asked her who split the parcel because we did n't. She informed me that Chase Bank could not split the parcel that either my husband or I split the parcel or the    XXXX   XXXX   XXXX    split the parcel. She also stated that the tax information was n't available according to   XXXX    b ecause they had to prepare a new assessment of the property and that is the reason it was n't paid. I informed her that I would contact the  XXXX  office to find out wha t may have  happened and call back. I talked to the  XXXX  office and they informed me that the  Parcel has  never been split and did n't know what they were talking about that our home was n't going to be assessed again and even if it was that tax bills go out every year and assessments are completed in a timely manner. The  XXXX   administrator told m e that sometimes banks use a third party to collect tax information and that the third party  may have n ot given the information to the bank properly. I contacted Chase Bank on   XXXX   and spoke with another representative that was trying to help, so it seemed, and stated that she had no idea why the previous representative told me information about how they process tax payments. I told her that I contacted  XXXX   office and tha t my parcel is not split nor has it ever been split. That my map number and bill number did not change and if a third party gave them incorrect information that perhaps the third party should be responsible for paying penalty but that I should not. She said she would send notice to the escrow department to correct the problem but then as she was typing she sarcastically stated that " the Customer believes we should pay the penalty even though we never received a bill to pay said taxes ''. I am forced to pay taxes and insurance through an escrow account. It is the banks job to pay bills in a timely manner so I do not incur penalties or a drop in insurance coverage. I ca n't state that I did n't pay a monthly obligation to them because I did n't receive a bill. This matter has not been handled correctly on many levels and I am very frustrated.

Company response to consumer: Closed with explanation