Consumer complaint received 2016-07-14
Company: JPMORGAN CHASE & CO.
State: IN
Product: Mortgage
Sub-product: Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account

Complaint:
I filed a complaint # XXXX stating Chase was not in compliance with processing my request to reaffirm my mortgage loan in XXXX XXXX with the Attorney General 's Office. Chase filed the necessary papers with the bankruptcy court on XXXX/XXXX/XXXX. Today, XXXX/XXXX/XXXX my account XXXX continues to be handled via Chases ' bankruptcy department. I have no access to my account on line & Chase has not reported any loan payments to the credit Bureau 's since XX/XX/XXXX/XX/XX/XXXX. Multiple Chase reps have advised it takes up to 90days to move the account from their Bankruptcy department after the courts discharge which occurred on XXXX/XXXX/XXXX. In addition, chase reps advised no late fees would be applied to the account and there would not be a change in the monthly payment do to Escrow account changes or shortages while the account is handled by their bankruptcy dept. However, XXXX XXXX I received a letter stating I had an Escrow shortage of {$610.00} which gave XXXX options : to pay in full, and my payment would change to {$1000.00}, or pay a portion and the unpaid shortage would be divided evenly for future mortgage payments, or lastly pay nothing and my new payment would be {$1000.00}. I contacted chase at XXXX and was transferred to the Escrow dept. I did n't expect my call to be transferred as previous reps advised my account was to be handled solely by the Chase bankruptcy department. I adv. the Escrow rep of Chase having unapplied funds held on my account for which I had previously requested be applied to my Escrow account. The rep gave apology and agreed to move the money to my Escrow account. I also asked if I could pay enough to keep my payment the same {$970.00} and was advised a new analysis would have to be computed. I paid {$100.00} towards Escrow on XXXX/XXXX/XXXX along with my monthly payment of XXXX. As a result of this payment, I received a letter dated XXXX/XXXX/XXXX stating they received a payment of {$100.00} which would make the new payment {$1000.00} beginning XXXX XXXX. The letter stated the remaining escrow shortage was {$10.00}. I expected the shortage to be about five hundred based on the previous letter so I paid {$520.00} on XXXX/XXXX/XXXX. According to the letter dated XXXX/XXXX/XXXX, my payment of {$520.00} should have caused a XXXX surplus of {$510.00}. On a call XXXX/XXXX/XXXX I spoke with multiple Chase reps, Escrow reps, Senior Service Specialists and Escalation Manager : XXXX, XXXX, XXXX XXXX, and XXXX XXXX which all advised my escrow account had a surplus of {$15.00}?? and that was used to reduce the XX/XX/XXXX & XX/XX/XXXX payment to be {$1000.00}. The subsequent monthly payment would be {$1000.00}. I was told I could not pay more to keep my mortgage payments {$970.00}. The reps advised any additional escrow payments would be returned to me. This was puzzling since I had made a few additional Escrow payments in XXXX and none were returned to me. In addition, I was refused a waiver which would allow me to pay my Property taxes and homeowners insurance myself. I 've had this loan since XXXX XXXX and have had only one payment made late.

Company response to consumer: Closed with explanation