Consumer complaint received 2020-06-10
Company: JPMORGAN CHASE & CO.
State: MD
Product: Mortgage
Sub-product: Other type of mortgage
Issue: Trouble during payment process

Complaint:
I received a letter from Chase Mortgage ( Executive Director XXXX XXXX ) regarding my mortgage being transferred to a Fraud for Profit/ Rogue mortgage   company ( XXXX XXXX ) that was a collection agency at one point. I e-mailed Chase twice and talked by phone with my Case Manager and the Escalation Dept. representative more than twice ( Escalation Dept. POC - XXXX XXXX ) regarding the rogue company and my disdain for being transferred to a company with over 362 complaints with the XXXX  and several hundred complaints on other sites. Chase provided me with an incorrect escrow statement, and they would not send me the updated paperwork with the correct figures. My mortgage payment was increased significantly given this error, and given the issues that XXXX XXXX  intentionally creates for their customers, I wanted to everything corrected in writing before being transferred, and I wanted to have the opportunity to see the corrections, but I was refused. I contacted my Homeowner 's insurance company to decrease my homeowner 's insurance as well, given their automatic increase ( that I didn't need ) increased my mortgage payment as well. I had said information ( updated homeowner 's insurance payment of {$1200.00} ) faxed to my Case Manager ( I have to locate her name and contact information ) so that said information could be sent to XXXX XXXX  when everything else was transferred. However, the communication from Chase was not very helpful regarding. Said mortgage was transferred on XX/XX/2020 by Chase Home XXXX. I didn't see anything in my contract to authorize a transfer especially to a company that has hundreds and hundreds of complaints regarding illegal practices, to include fraudulent behavior and actions towards their customers that include illegal escrow activity, stealing money, not applying payments correctly, increased/erroneous fees, fraud for profit, which violate RESPA & other regulations. I contacted Chase more than twice to ask if they would transfer my loan to a reputable, fair company, and I received no answer to my online inquiry that I could see. I was told via phone by XXXX XXXX ( Chase Escalation Dept.  Representative, phone # XXXX, ext. XXXX ) that Chase has the prerogative to transfer loans. ( I recorded the conversation with XXXX XXXX if you need a copy of said conversation, which references the escrow analysis and the new payment information ) I referenced that it is against RESPA to transfer loans to rogue, fraud for profit companies like XXXX XXXX  XXXX. Additionally, Chase ( per XXXX XXXX in the Chase Escalation Dept. )  provided me with an incorrect escrow analysis, which increased my mortgage payment from {$1900.00} to {$2100.00}. The added an additional school tax of {$1400.00} ( which was supposed to only be an estimate as referenced in the analysis ), but it was added in erroneously and my mortgage payment increased to {$2100.00}. Chase ( XXXX XXXX XXXX stated that the escrow analysis would be corrected since it was Chases fault and sent to XXXX XXXX. My new payment, per XXXX XXXX in the Escalation Department, should be {$2000.00} ( escrow balance being {$1200.00} instead of {$1900.00} ). The correction was never made by Chase, and XXXX doesnt have, but needs that information to correct my mortgage payment. My homeowners insurance also increased from {$1400.00}, but was decreased ( per my request ) to {$1200.00} in XXXX and the information was sent to Chase. Said homeowners insurance also affects my mortgage payment amount. Said information was not sent to XXXX, and Chase needs to forward said information and ensure that someone actually receives it because XXXX has a habit of rogue activity. XXXX is a debt collector, per their recording, turned mortgage servicer. They are also a predatory lender and a fraud for profit organization. I need for Chase to correct my escrow analysis as promised and send the corrected information to the new servicer ASAP. My actual preference is to be transferred to a reputable servicer. After speaking with Chases Executive Office (  XXXX XXXX, ext. XXXX ), I was not heard at all. My complaint fell on deaf ears, and the individual argued with me instead of attempting to assist me with my concerns. She quoted the normal law of, mortgage servicers have a right to transfer loans, and I communicated that my loan should not have been transferred to a rogue, fraud for profit company like it was. The FBI lists such companies as companies they heavily investigate and shut down. Why Chase does business with such companies that are actually predatory lenders, is puzzling, placing their loyal customers in jeopardy of losing their homes. I contacted XXXX twice. The first time I couldnt get through to anyone, and the second time I called with a Chase representative by the name of Ms. XXXX ( she was very helpful and soon understood that XXXX, per the phone conversation, was the worst ( per her statement ) even though I was in the beginning stages of working with them, which helps to solidify the numerous complaints that I have read about XXXX on the XXXX  website and numerous other reputable sites ) and we stayed on hold for 45 minutes before being assisted. We were able to speak to a supervisor to explain the escrow issue made by Chase, and she stated that the mortgage payment amount that they have on file for my loan is {$2100.00}. She also stated that she would honor the forbearance that I was placed on my Chase through XXXX, and that my mortgage payments would be due starting in XXXX. However, she stated that she never received the forbearance paperwork from Chase so those documents need to be sent to XXXX by Chase ASAP. The conversation continued with the Supervisor at XXXX, and then she hung up on us or was disconnected, and she never called me back. This is another complaint referenced by others online and through the XXXX. XXXX seems helpful at first, and then there is nothing. I want this issue to be escalated to XXXX Executive Office as well to ensure that the servicing of my loan stays within the law, remains as it was with Chase without the padding of my escrow, and remains without fraud for profit or predatory activity. I have attached some of the complaints that I have found against XXXX XXXX, and most of the complaints are the same, fraud for profit and scam related activity. 
Some of the complaints were found at : https : XXXX. There are hundreds of complaints regarding XXXX XXXX  on other sites as well. Very unusual! I know that companies get complaints, but XXXX XXXX  has illegal related complaints. They are acting unlawfully and getting away with it. This activity needs to be properly addressed, stopped and it looks like they need to be shut down. 

Please help me, as I have a USDA loan, I am a XXXX XXXX   XXXX veteran on medical leave without pay, and a single mother with XXXX college students. I need to have my mortgage transferred back to Chase or to a reputable company. XXXX XXXX  XXXX, has a long history of bad customer service, stealing money from consumers by not signing or processing insurance check payments for home repairs due to damage, not applying payments properly, erroneous fees, rogue escrow activity that includes increased fees for no reason, being dishonest in their efforts when responding to complaints or consumers, not applying payments properly and then charging customers additional fees for mistakes that they, themselves ( XXXX XXXX  ) made intentionally, replying to customers w/ mostly untrue replies and said replies didnt address the customer concern ( s ). I have a USDA loan. I have contacted the MD Attorney General, the USDA, the FBI and etc ... Please help me! I was placed on a forbearance with Chase prior to XX/XX/2020 due to COVID-19 and my being on medical leave without pay. The forbearance goes through XX/XX/2020. 

Chase Loan Number : XXXX XXXX Loan Number : XXXX

Company response to consumer: Closed with explanation