Consumer complaint received 2015-10-15
Company: JPMORGAN CHASE & CO.
State: GA
Product: Mortgage
Sub-product: Home equity loan or line of credit
Issue: Loan servicing, payments, escrow account

Complaint:
Attn : XXXX XXXX and XXXX XXXX - EXECUTIVE OFFICE I am writing as a follow-up to my initial complaint # XXXX to tell you Chase 's " resolution '' of its error concerning calculation of our escrow did not solve the original problem we faced, and its continued failure to address the error in its escrow calculation for the months of XXXX, XXXX, XXXX and XXXX as set forth in the XX/XX/XXXX letter admitting its error has resulted -- despite numerous phone calls and letters to and from the Executive Office - in our receiving a notice of intent to foreclose DESPITE being in escalation mode. We 've been dealing with this since XX/XX/XXXX when, while seeking a new modification, Chase would n't accept the payments we COULD make. Please reference the earlier complaint for all of the background. 
This issue involves the problem with the new monthly payment of {$2100.00} which continued to accrue XXXX through XXXX. We received a letter dated XX/XX/XXXX saying that Chase acknowledged the error in setting up our initial escrow and had decided to waive the escrow deficit. We were shocked and incredibly grateful. The letter further stated that our total monthly payment would be {$1300.00} and our single point of contact was a Customer Assistance Specialist XXXX XXXX. I called XXXX XXXX immediately about making a payment, believing that it would be XXXX per month for the months of XXXX, XXXX, XXXX, and XXXX for a total of {$5500.00} to finally be back on track. Instead, he tells me we owe almost XXXX dollars -- the {$2100.00} per month for XXXX through XXXX plus penalty fees. Reviewing the letter, he was unable to help and sent me back to the Executive Office. I 've made a XXXX and XXXX payment based on my understanding of what is due ( we received another escrow account increase effective XXXX so our payment is now XXXX per month plus a Chase second of about XXXX XXXX. We receive almost daily mailings from various Chase departments -- XXXX recently telling me we owe over XXXX because of fees that have been added and others asking for more time to resolve this problem -- and this weekend we received a notice of intent to foreclose despite the fact that I had spoken with XXXX XXXX a few days earlier, mailed and faxed more documents on Friday, and just made the XXXX payment. I should mention that the XXXX letter said we were not being placed in a foreclosure posture. Yesterday we received documents suggesting we attempt yet another loan modification. What has happened to us as a family is appalling. The days and weeks we have been embroiled in this have been devastating ; they may be days on a calendar to Chase employees -- building additional fees up against us -- but we 've been sleepless and trapped. I cashed yet another small retirement account in and have the money to make the XXXX - XXXX payments in the amounts of XXXX as the letter from Chase says. My online access is blocked, so I ca n't even print out the monthly bills that make clear what has transpired -- but I should n't have to -- the Executive Office should have access to that. I have also asked to be able to pay {$1500.00} per month for the months of XXXX through XXXX, since it appears that the escrow department intended for our base escrow to increase to {$770.00} per month effective XX/XX/XXXX. I 've attached the document indicating this change ( I spent hours digging through a file box of records and came across it because, again, I 'm blocked from my online access ) and am only asking that if Chase acknowledged the error and opted to cure it by eliminating the negative escrow balance, then the {$560.00} " shortage spread '' that appears on the escrow statement for the months of XXXX through XXXX should not be charged against us.

Company response to consumer: Closed with explanation