Consumer complaint received 2016-11-29
Company: JPMORGAN CHASE & CO.
State: IN
Product: Mortgage
Sub-product: Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account

Complaint:
I refinanced my home mortgage through Chase. I made my XXXX mortgage payment without problem. I made my XXXX payment at a Chase branch using a check from my credit union account. The teller made a mistake by depositing my check for {$1000.00}, not the {$1600.00} that I 'd written it for. Several days later I realized something was wrong and confirmed through the credit union that the check I 'd written to Chase had been deposited for the incorrect amount. I was told by the credit union that the would push the additional {$600.00} through. I contacted Chase customer service and made them aware of their mistake and what the credit union had done to fix the mistake. Even though Chase knew what was taking place to remedy their mistake, I started receiving collection calls and a late charge. I was told the collection calls would stop, and the late charges would be removed, but the calls continued and the late charges were n't reversed. This prompted me to file a complaint with Consumer Financial Protection Bureau. I was contacted by Chase the day after my complaint was made. I hade to provide Chase a copy of my Check to confirm that the check was written for the correct amount. Chase could n't find the {$600.00} that the credit union was pushing through. This was towards the end of XXXX and I took my XXXX payment to a different Chase branch to make my mortgage payment. After making the payment, I asked the teller to confirm that the remaining {$600.00} had been located and that my mortgage was current. I was told that everything was fine with my mortgage and thought nothing more of it. While on vacation, I received a phone call on XXXX XXXX from collections saying my mortgage was past due. I learned that Chase had applied my XXXX payment to XXXX, and had taken the {$1000.00} from my XXXX payment and put that towards principal. I learned that they still could n't locate the {$600.00} that had been pushed through by my credit union. I offered to call the person I 'd been dealing with after my complaint to Consumer Financial Protection Bureau, but I was assured that the person from escalation that I was speaking to, could handle it. I was asked for my original check number to help in finding the missing money. By now, this money had not been in my checking account for a month. I was told that Chase would work with my credit union to find the money and that the {$1000.00} woud not be applied to principal. I was told that someone would be getting with me later in the week. After I did n't hear from Chase I called them. I was told that Chase still could n't find my money and that they had sent me a letter instead of calling. I was told that I needed to provide bank statements to prove the payment of {$1600.00} had been made. I went to my credit union and had copies of my statements printed off and initialed by the branch manager. I took theses to the Chase branch that handled my refinancing and had them faxed to Chase. The branch manager even made an addition complaint on my behalf. The documents were faxed on XXXX XXXX. On XXXX XXXX, I received another call from collections. On XXXX XXXX I was contacted by the Chase branch manager and I was told that Chase was reviewing my paperwork and my case still had n't been resolved. I was told that the branch manager would be filing a chairman 's complaint on behalf, because it was taking too long. On XXXX XXXX, I received a call from escalation and I was told that Chase still had n't located my money. Again, on XXXX XXXX, I received another call from collections. As of XXXX XXXX, I have spent over 3 hours on the phone with Chase trying to fix their mistake and protect my credit. In addition to the time spent on the phone, I have driven XXXX miles and spent one hour getting copies of my credit unjointed statements and having them faxed to Chase.

Company response to consumer: Closed with explanation