Consumer complaint received 2015-07-08
Company: JPMORGAN CHASE & CO.
State: MS
Product: Mortgage
Sub-product: FHA mortgage
Issue: Loan servicing, payments, escrow account

Complaint:
We sold our house in XXXX of 2015. We used an attorney, XXXX XXXX ( XXXX XXXX XXXX ), to close our loan. He ordered a payoff, and we closed on our house on XXXX XXXX, 2015. A wire transfer was initiated by the XXXX XXXX XXXX on XXXX XXXX, 2015 using the XXXX XXXX XXXX System for the full payoff amount - per the closing attorney. 
We called Chase to inform them we were selling the house prior to closing. We asked them to note the sale on the account so we would have no negative marks on our credit. A Chase representative said this would not be an issue. 
We called Chase on XXXX XXXX, 2015 to confirm the payoff was being processed. A Chase representative told us it was listed as " pending '', and it usually takes a day or XXXX for the process to finalize. 
I pulled our Chase accounts on XXXX XXXX, 2015. I noticed the account was still listed under us. We called Chase again to see what was going on with our account and why it was n't removed. The Chase representative said it was still showing " pending '', and it was set to be paid off on XXXX XXXX, 2015. 
On XXXX XXXX, 2015 we received a delinquency notice from Chase in the mail. We again called Chase to discuss our account. At this time, a representative told us that nothing was showing up for a payoff. We again explained our situation, and we told Chase we would be in contact with our closing attorney the following morning. 
We spoke to XXXX XXXX, our closing attorney, at XXXX XXXX on XXXX XXXX, 2015. He said he would look into the matter. He called us back around lunch, and told us they had wired the payoff, but it timed out for some reason. We told him he needed to fix it. He got a new payoff, and immediately wired the new payoff amount required by Chase. He said he would eat the cost in interest for those days, because it was his responsibility. We called Chase again on XXXX XXXX, 2015 and we got the same response. Chase said it was showing up as " pending ''. Remember, they told us the " pending '' story on XXXX prior occasions. We had to get extremely ugly with the Chase representatives to simply get a confirmation of a complete payoff and a zero balance. They finally gave us this confirmation, and the representative also told us Chase owed us a little over {$900.00} for the remaining money in escrow. Again, we inquired about our credit. We told chase we want that edited and taken off our credit history. The Chase representative told us to get the closing attorney to send a letter into Chase explaining what happened. The representative said they would take it from there, and it would be removed. XXXX XXXX faxed this letter, along with a copy of the HUD 1 closing documents signed by all parties. He emailed a confirmation to me with all of the attached documents as well. During this conversation, we asked about the wire. We were told by the Chase representatives that the wire was denied by Chase because the full amount was not included. We, as account holders, were not notified and neither was the closing attorney. 
On XXXX XXXX, 2015, I checked our credit score. Our score has dropped XXXX points because of the delinquency posted by Chase. We called Chase, yet again, last night - XXXX XXXX, 2015. We went through several parties, and we had to get very ugly with the representatives to get any help at all. First, the Chase representative said the fax from the attorney could n't be read. I offered to send her a copy, and she responded by telling me they do n't have email. In the end, she lied. She read the entire document to me later in the conversation. She also told us that neither the attorney 's letter nor the HUD 1 did any good, because it did n't prove a wire was sent on XXXX XXXX, 2015. Let 's not forget that CHASE told us the wire was denied on XXXX XXXX. They have a record of the wire being attempted.

Company response to consumer: Closed with explanation