Consumer complaint received 2017-08-22
Company: JPMORGAN CHASE & CO.
State: IN
Product: Mortgage
Sub-product: Home equity loan or line of credit (HELOC)
Issue: Trouble during payment process

Complaint:
XXXX : XXXX XXXX XXXX XXXX XXXX XXXX XXXX Vs Chase Bank In XXXX of XXXX I completed an application for assistance through the XXXX XXXX XXXX XXXX program. It was completed and approved on or around XXXX XXXX XXXX and on XXXX XXXX I received the following information from my Indiana Program Coordinator/Foreclosure Prevention Counselor XXXX XXXX. XXXX administration confirmed that the first XXXX payment went out to Chase on your behalf on XXXX/XXXX/XXXX and in the amount of {$6700.00}. This was the 'Reinstatement ' payment on your mortgage. It included all past due payments, late fees, escrow shortages, etc., as well as your XXXX monthly mortgage payment. These figures were confirmed between Chase and the XXXX XXXX XXXX XXXX program administration, as well as your account number for payment transfer purposes. I also received an email message from Chase as follows below : -- -- -Original Message -- -- - From : Chase XXXX XXXX : XXXXXXXXXXXX XXXX Sent : Wednesday, XXXX XXXX, XXXX XXXX AM To : XXXXXXXXXXXX Subject : Your Home Equity Payment Alert From Chase This is an Alert to help manage your account ending in XXXX. We have not received your payment of XXXX $ USD ) {$180.00}. For details or to make a payment, log on to XXXX. I contacted the Indiana Program Coordinator/Foreclosure Prevention Counselor, XXXX XXXX to inform him of this new development. The additional amount was paid to Chase on XXXX XXXX XXXX. According to the statement from the XXXX administration the initial payment was for {$6700.00}. This was the 'Reinstatement ' payment on my mortgage. It included all past due payments, late fees, escrow shortages, etc., as well as my XXXX monthly mortgage payment. I have attached a copy of my payment history. It indicates that on XXXX/XXXX/XXXX a total payment was received of {$5800.00}. A distribution was made and {$2800.00} was applied to my principal, {$1500.00} was applied to Interest, and {$950.00} was applied to my escrow account. According to the payment history the total amount distributed was {$5300.00} a difference of {$490.00} however ; the total amount they had received was {$6700.00}. None of these numbers were jiving. So I contacted them and they sent me a payment history with no explanation. After this the payments were paid each month for several months with no complications however ; the payments being made by the XXXX XXXX XXXX XXXX program were not always applied as the statement from Chase Bank advised it was to be applied. Because of their repeated inconsistencies of applying the payment properly I have requested an internal audit of my account on several occasions to no avail. All they would ever do is to send me a copy of my payment history. In XXXX XXXX the last scheduled payment was paid by the XXXX XXXX XXXX XXXX program and in XXXX XXXX I started making the payments again. It has been a nightmare with the payments being applied incorrectly every month since I started making the payment on my own. I have asked that this be rectified and my account be brought up to date however ; it only seems to get worse. On XXXX XXXX I made my monthly payment and once again it was applied incorrectly. I contacted them and was told that they would fix the mistake however instead of fixing the mistake they made it worse. They indicated that I had not even made my XXXX payment and I owed an additional amount on top of my regular payment. I recently received a late payment notices in the mail even though I am not behind on my payments. I have continued to make timely payments however ; today I received a response from them saying that I am still behind on my monthly payment I am attaching a copy of the funding schedule from the XXXX XXXX XXXX XXXX program along with a payment history from Chase Bank. If you look closely at the statements you will see several inconsistencies. If requested I can supply the statements I received from Chase Bank during this period showing the difference between the way payments were supposed to be applied versus the way they actually were applied according to my payment history. Thanks, XXXX XXXX XXXX

Company response to consumer: Closed with explanation