Consumer complaint received 2019-03-27
Company: JPMORGAN CHASE & CO.
State: AR
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
CHASE bank says i am behind three payment .I had payment returned in XX/XX/XXXX then after that ever payment fell behind one payment my XXXX payment went XXXX and XXXX payment went XXXX and so on, i made all my payments up till XXXX and i missed that payment XXXX was paid by my bank then in XXXX i had a return check ,XXXX after i seen that i sent it in with 3 payment XXXX, XXXX and XXXX the XXXX payment went out of my account on XX/XX/XXXX, tbut was applied to XX/XX/XXXX hat should have money in suspense, for XXXX then in XXXX i made a payment XXXX then in XXXX i made a payment XXXX Chase says i behind XXXX, XXXX, XXXX when i sent the payments i should be behind only one, but two weeks ago they said 1 1/2 payments but now they say three i been paying every month to keep my home but my payments are not being applied correctly, On XX/XX/XXXX i set up for automatic for XXXX but the rep went and ran it that day when it should have not been ran because i told him not till XXXX, so that come back insufficient funds, i talk to a case manager the same day XXXX XXXX i need help with CHASE i been going thru a lot of back and fourths and with low income and paying as much as i can and not missing a payment and doing my best to get caught up. this is some of their accounts and i don't get it, Date : XXXX XXXX From : Home Finance Support Subject : Re : Payment Inquiry Message : Dear XXXX : Thank you for your recent email. This email is in direct response to your recent request for information or assistance regarding your account. 

We appreciate the opportunity to assist you. Currently, the net total amount due for your account is {$740.00}. For a breakdown of this amount, please refer to the letter we have attached. Unfortunately, we are unable to request a waiver of all of the late fees that have been assessed to the account. Chase allows for a one-time late charge waiver within a 12-month period. For this reason, we are also unable to complete a courtesy waiver at this time. A review of the account shows we previously waived a late charge on XX/XX/XXXX. 

Thank you for being a valued Chase customer. 

Sincerely, Home Loan Inquiries Chase XXXX XXXX TTY / Text Telephone XXXX Attachment : Dear XXXX : Thank you for contacting us. We appreciate the opportunity to provide you with assistance. 

On XX/XX/XXXX, we received payment for {$510.00}, which covered your XX/XX/XXXX payment, increasing the amount in your unapplied funds account to {$260.00}. However, on XX/XX/XXXX, the payment that we received on XX/XX/XXXX, for {$600.00} was returned due to non-sufficient funds ( NSF ). As a result, your account became due for XX/XX/XXXX, leaving {$140.00} in your unapplied funds account. 

While we received your statement showing transactions from XX/XX/XXXX, through XX/XX/XXXX, we need more details about the payment ( s ) you believe were made but do not show in your payment history, such as the amounts and dates the payments were made. In addition, please send us a complete statement showing transactions made from XX/XX/XXXX, to the present. This will help us complete our research. 

Please continue to contact us with any questions or concerns. We're committed to delivering the high level of service that you expect and deserve. 

Sincerely, Chase Escalation Management Services XXXX XXXX TTY/Text Telephone This is the portion of your loan or line of credit that is unpaid, not including accrued interest, fees or other charges. This is for information only and is not a payoff quote. 
{$68000.00} Important : Your payment is changing soon. 
We recently completed an escrow analysis so your payment will soon be changing. 
To learn more, see escrow information. 
Next payment due XX/XX/XXXX This doesn't include any late fees or other charges that may have accrued on your account. 
{$1400.00} this was sent in XX/XX/XXXX then i get this, when it was applied to my account but they say they didn't get it Thank you for contacting us. We appreciate the opportunity to provide you with additional information. 

In our previous email sent, we included a detailed breakdown of the payments we received and how they were applied to your loan from XX/XX/XXXX to current. Please confirm if there was a payment made that wasn't accounted for in the breakdown we provided. Additionally, if the {$600.00} payment we received on XX/XX/XXXX did in fact clear your bank, we will need you to send us proof. 
Please provide front and back copies of any canceled checks for this payment or all unaltered pages of your bank statement showing the payment, including your name and account number, the name of your bank, and a running balance of funds in your account. In addition to this, please send in the letter you referenced, which you received from your bank that confirms the payment was sent to Chase and never returned. 

Please contact us anytime with any questions or concerns. 
We remain committed to providing you with the excellent service you deserve. 

Sincerely, Chase Escalation Management Services XXXX XXXX TTY/Text Telephone i need help with this account, i can show my payments from XXXX, XXXX, XXXX, and XXXX, thank you

Company response to consumer: Closed with explanation