Consumer complaint received 2015-06-13
Company: JPMORGAN CHASE & CO.
State: NY
Product: Mortgage
Sub-product: Other mortgage
Issue: Application, originator, mortgage broker

Complaint:
I called Chase on XXXX XXXX to follow up on the QWR I had sent on or about XXXX XXXX, 2015 concerning account # XXXX which was noted on original paperwork in my files for a HELOC. I spoke to XXXX XXXX ( XXXX ) who could not answer the inquiry about my letter of XXXX/XXXX/2015 regarding acct # XXXX. She transferred me to Customer Care where I was connected to XXXX XXXX. XXXX XXXX looked up the XXXX number and said she did not show it as a valid number in her system. She asked what the letter was about and I said it was a RESPA request and asked for the name of the Trust, where the Note was and the name of the Trustee ( for # XXXX / XXXX ). She said I could fax the request after stating that it should include and reference the # XXXX account also. The fax number she gave me was XXXX. I faxed the letter on XXXX/XXXX/15. I also mailed it by USPS - Tracking # XXXX and it was confirmed as received in a letter dated XXXX XXXX, 2015 from Chase. However in a letter dated XXXX XXXX, 2015 Chase sent a letter state " We 've enclosed the mortgage documents you requested. '' But that letter referred to a different account ending in # XXXX. ( This is the account that XXXX XXXX had informed me on XXXX XXXX, 2015 informed me had a " XXXX '' principal balance. She had further stated that their computer systems were " wacky '' and that she had to look in several systems to get information and that they had just gotten a new system. ) My initial query was about an account ending in XXXX, which also has another account number ending in XXXX as shown in the origination documents. I never received a response to that inquiry. 
I sent a letter Chase on or about XXXX XXXX. I wrote to Chase and submitted a Request for Information / Qualified Written Request stating that we had not requested the documents they sent in their XXXX XXXX letter. I then sent another QWR -- this time for # XXXX since there were questions that needed to be addressed there also, and stated the questions with specificity in the request so as to be clear about our concerns. Chase had indicated that I should send them " a separate letter that describes the issue '' so as " to make sure '' they " completely understand '' our concerns. The XXXX XXXX QWR was responded to by way of a letter from Chase dated XXXX XXXX, 2015 which included the same documents sent previously on XXXX XXXX. Their correspondence did not address the questions in the QWR because they stated the information was " either unavailable or considered proprietary ''. This is unacceptable as it violates RESPA and common sense. Further, such utter incompetence and disregard for their customers by Chase represents an ongoing and disturbing pattern of customer abuse. The information and details about accounting by a bank should in no way be secret or " proprietary ''. It is obvious they are interested in keeping their back room dealings under wraps. In the XXXX XXXX, 2015 letter, Chase again indicated that the " investor '' for the # XXXX loan is XXXX Trustee for XXXX XXXX. The roles of the various " servicers '', " trustees '', " depositors '' et al involved also raise many questions which need to be addressed completely and truthfully.

Company response to consumer: Closed with explanation