Consumer complaint received 2022-02-14
Company: JPMORGAN CHASE & CO.
State: IL
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
In XXXX, my family and I bought a home and used Guaranteed Rate as our mortgage lender. The monthly minimum mortgage payment is {$2900.00}, and we elected to increase our principal payment each month such that the total mortgage payment made by me was {$3100.00} per month. The payment was made on the XXXX of each month. In XXXX, Guaranteed Rate sold our loan, but continued to service the loan. In late XX/XX/XXXX or XXXX of XXXX, I received notice that my loans servicing would transfer to Chase bank. I called Guaranteed Rate to request no more payments be automatically debited from our personal checking account to make payment. They said that it would not until I set up payments with the new servicers and that the mortgage account is locked for 10 days after transfer and no late fees are applied for 60 days. 
In late XXXX I began to receive emails from Chase bank that stated my mortgage would be serviced by them. I called the phone number at Chase provided in their email and the call started with an automated message stating that the account would be locked for approximately 10 days and no late fees would be applied for 60 days. 
My personal banking is done with Chase bank, including having a checking account with Chase. On XX/XX/XXXX, I received an email that the mortgage transfer to Chase as the servicer went through and that it was now accessible for me to manage. Without my knowledge or authorization, Chase debited my account for the {$3100.00} on XX/XX/XXXX. As I did not know that Chase debited my account for this amount, I logged into my Chase checking account and made a mortgage payment on XX/XX/XXXX for {$2900.00}. My family decided that we would no longer include additional principal in our mortgage payment and wanted to only make the minimum mortgage payment going forward. Then on XX/XX/XXXX, Chase sent me an email stating that I could manage my payment options and provided a video on how to do that. Then on XX/XX/XXXX when I called Chase, I explained what occurred, the contact said he would reach out to the mortgage department, and then I was put on hold for approximately an hour and no one returned from my being placed on hold. 
I take issue with Chase bank over-stepping their access because I perform personal banking with the institution to debit my bank account for my previous mortgage payment amount through Guaranteed Rate when they became servicer without authorization. I had not accessed the mortgage account through Chase and did not set up any of the account management features that are in my rights as payer to establish including the date of payment, amount of payment, account from which payment is debited, etc. 
Chase made modifications to my personal checking accounting without my authorization including : debiting my account, turning on automated payments to pay the mortgage, input the amount to be paid each month, and input the date that my payment was to be made. In addition, Chase used information provided by Guaranteed Rate to modify my personal banking account login authorization contact information. Chase added my office phone number of a previous employer to my personal contact information of my bank account. I discovered this because when I attempted login from a browser I had not previously, and it required use of a one-time code to login. One of the numbers it offered to contact me at was initially not recognized and caused concern that my account had been maliciously tampered with. I searched my accounts information and identified an additional phone number had been added to my account phone number information again without authorization. 
Ive attached the three Chase emails referenced above and the phone number Chase modified my account with.

Company response to consumer: Closed with explanation