Consumer complaint received 2016-10-26
Company: JPMORGAN CHASE & CO.
State: CA
Product: Consumer Loan
Sub-product: Installment loan
Issue: Managing the loan or lease

Complaint:
We decided to take advantage of a home equity line of credit with Chase to do some home repairs, as we have our mortgage loan through them. We have great credit, pay our payments on time. And, we decided to get some things fixed - nothing major but necessary. We got an estimate of roughly $ XXXX for repairs, upgrades, landscaping. However, this journey started with us not being able to get the small ( {$50000.00} ) we wanted without also throwing in our car loan and credit card debt ( {$12000.00} ) to get a reasonable rate. So, we did and now have a HELOC of {$97000.00}, not needed but got us a lower rate. During final negotiations, we were asked if we wanted to link our HELOC loan to our mortgage loan for payment. And, we said no - why use a loan to pay another loan? 
A month later when we paid our mortgage ( {$2100.00} ) online, we did not discover til after paying that our HELOC loan was the default payment method - which we specifically requested it not be. So, we called Chase. They gave us such runaround - over 60 minutes on the phone. Told us we could " easily '' remove the HELOC as payment method, which was not easy. And, they said a " special request '' to reverse the HELOC payment was submitted. So we paid again via our bank account to stay in good standings. 
Today, I went online to make another payment, and discovered that the HELOC payment in XXXX had not been reversed, no credit for double payment. And, the amount was still showing on our HELOC gaining interest for Chase. So, I called again to inquire as to the status of our HELOC loan being credited back the charge. She said she could not reverse it. I told her we were assured it would be since we did not set up our payment method this way, that Chase had done it. She said we pay via chase.com, which Chase does not manage. So, it can not be easily reversed ... .at this point, I had had enough. I told her that it was Chase 's error not ours, and it was on Chase to fix. She went offline to speak to someone. She returned and said they would either send me a reimbursement check in the mail for {$2100.00} or if I open a checking account it could be deposited there. We declined and indicated that these options were not acceptable to resolve an " error '' by Chase. She tried again to get me to open a checking account and I refused. I told her that Chase needed to find a way to reverse the charge that they said they would in XXXX along with any interest they have gained from this additional charge on the HELOC loan. She said she did not have the authority to offer any other options so we demanded to speak to someone that could. The entire story was regurgitated to a " senior specialist ''. She said that Chase could not offer to pay the mortgage with the HELOC because that is " whirlpooling '' but that is exactly how Chase set this up ... .pay one loan with another. And when we found out, we have had to go through all this grief, time, and energy to get it fixed - TWICE! And, we are pressured to open a checking account to get our money back - would that be considered " whirlpooling ''? 
At this point, we have been told that it is difficult to reverse but it is under " special review '' ( again ) and should hear something in 72 hours - no guarantees. 
Why did this not happen the first time? 
Why do we have to monitor to make sure they follow through? 
Why are we " obligated '' to open another account to get this rectified? 
How do we get the interest charged credited back also? 
Historically, this is the second time they reportedly " in error '' took double payments from us due to a glitch on their chase.com website - which apparently they do not manage - and last time, it was too much to fight. We are fed up, angry, and are considering refinancing to get away from Chase. 
It is slimy practices that leave us as consumers feeling so frustrated and helpless. Can we do anything?

Company response to consumer: Closed with explanation