Consumer complaint received 2017-12-13
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: JPMORGAN CHASE & CO. (OK)

I began getting behind on my mortgage in XXXX due to unexpected medical issues and loss of income. In the summer months of XXXX Chase sent out an individual to determine if I still resided at the location of the home. The man that came out introduced himself to my sister as to who he was, who he was representing ( Chase ) and that he was there to see if I still lived at this address. My sister explained I was inside resting and that she would go get me, declined stating that there was no need since my sister had already given him the info he was looking for. I was very upset, of course, that this man had discussed my account and my personal business with another individual not on the mortgage nor did he have any proof she was who she said she was. However, because I was behind I chose not to make a big issue of it for fear of making my situation with Chase even worse. I continued to struggle to bring the account current and pay as much and as often as I could. 
On XXXX, XXXX, I was in the process of balancing the check book when I realized that the payment for {$1000.00} that I had sent Chase on the XXXX of XXXX still had not cleared and I had just sent another payment of {$1000.00} on the XXXX of XXXX. I became concerned so I immediately called Chase and spoke with a woman named XXXX at which time she informed me the check had been received and had been posted on the XXXX of XXXX. At this time I discussed with XXXX why it took so long to post and I informed that the company sometimes takes anywhere from 7 to 10 business days to post payments received. I also discussed in depth with XXXX the remaining amount needed to get the account current and was told that I would only need to pay another {$530.00} to bring my account completely current. I also spoke with XXXX about a recurrent charge that I had been seeing on all of my statements titled " XXXX XXXX XXXX '' and ask what exactly this charge was as I thought I knew but wanted clarification. XXXX did verify that the charge was for supposedly sending someone out to see if I still lived at this location. At this point I did not get into a detailed conversation regarding that charge as I was more focused on getting good clarification on the amount needed to get current on the account. 

On XXXX XXXX, XXXX, after receiving yet another unexplainable statement, I called Chase, this time I spoke with a woman by the name of XXXX, I had informed her of my previous conversation with XXXX and what XXXX had told regarding my account and the exact dollar amount need to get fully current. XXXX acknowledge that conversation but said even with the 2 payments of {$1000.00} and the money that was being held in the " UXXXX XXXX XXXX '' I was still {$110.00} short. I became very upset and frustrated because of all of this but stated I would go ahead and pay this by phone. I paid the amount asked for and was given a confirmation number. I then asked again, " now, am I completely current. '' the reply was yes. I again ask " so just to be certain, I am now current and not due again until the first of XXXX ''. the reply was yet again a yes. At this time I also addressed my concern about my payment being held for so long before being posted and stated that there was no need for such practice as the payments where being received within 3 to 4 days of being mailed as indicated by matching of past payments with dates mailed and dates clearing the bank account. I stated that the practice used, as indicated by XXXX, would intentionally cause a person to be past their 10 day window and that this was unacceptable as well as bad practice. I strongly recommended this not be a practice that was used on my account in the future. I also addressed, again my concern and confusion as to why I was still being charged a " XXXX XXXX XXXX '' and stated that that needed to be taken care of and removed. I was given the impression at that time the issue would be addressed and taken care of. I also discussed and strongly indicated that all monies over the original payment amount were to be directly applied to the principle balance and not placed in some " XXXX XXXX XXXX ''. 

On XXXX XXXX, XXXX, I called again as the statement for XXXX was showing me to owe {$280.00} in Prior Fees/Charges. I did not speak with an individual at this time as the recording for what was owed indicated that I owed only what the payment was which was {$850.00}. My assumption at that time was the needed changes to clear up my account and address my complaints were done after the statement was mailed. 

On XXXX, at approximately XXXX am I called again because the statement was yet again incorrect and spoke with a CSR but was getting nowhere. I stated I would call back and speak with a Supervisor. At approximately XXXX am I called back was answered by XXXX XXXX and immediately requested to speak with a Supervisor. I was then transferred to XXXX XXXX, XXXX XXXX. I began to give XXXX XXXX a complete rundown of all that had taken place previously with prior phone calls, my concerns regarding my privacy being discussed with someone not on the mortgage and my frustration with the " XXXX XXXX XXXX '' fee that I was still being charged as well as the {$280.00} that kept showing up on my statements. in my discussion with XXXX XXXX she indicated that the & XXXX was late fees and not the XXXX as I had assumed. I became very stressed and frustrated at this point as I indicated to XXXX XXXX due to the fact that I had affirmed on two occasions the exact dollar amount needed to bring account current and each time I received assurance that if I paid this amount account would be current or if I paid that amount account would be current. XXXX XXXX indicated she would need to check with the person 's that gave me this info and check recordings. I expressed at that time that was fine but I absolutely refused to pay this as I had already done my due diligence in this matter and the mistake was on their part. I then began addressing the issue of the XXXX fee at which time XXXX XXXX informed me that was a matter that had to be addressed by a different department. I became even more distressed and indicated so stating how this was upsetting to me and strongly affecting my health issue. I also informed XXXX XXXX that I knew that this fee was charged due to Chase sending someone out to see if I still resided in the home. I also indicated or stated that I also knew that common sense indicates that when it is obvious a person is sending in everything they can and constantly calling they are not planning on losing their home if it can be help. I also stated that I knew that the first and only time I have ever known of anyone coming to my home my rights to privacy were violated and shared with a person not on the mortgage. I definitely expressed my deep concern of this issue as well as my disbelief of such practices. XXXX XXXX stated she could put me in touch with the department that handled this issue. At this point I was so upset and becoming physically ill as a result that I stated that I could no longer take all this mess and would be seeking counseling or filing needed complaints with the appropriate agencies for consumer protection. 

XXXX XXXX made contact with me on 2 other occasions regarding the so-called late fees with the second call to inform me those fees had been waived. 

On XXXX XXXX, XXXX at XXXX am I called yet again because I was yet again charged the XXXX fee and spoke with XXXX XXXX. This conversation was to again verify my rights as a consumer such as that with privacy. I also wanted to confirm that in order to charge me this XXXX fee there surely must need to be some type of proof that contact was actually being made. XXXX XXXX did in fact confirm that my account can not be discussed with anyone other than myself nor can they person presenting identify himself as to who and why he is there to someone other than myself. XXXX XXXX also confirmed that in order for me to be charged this fee proof does have to be shown that contact was made. I also asked why they would need to send anyone to the home address if the account is current or if there are clear attempts of due diligence on the part of the consumer. XXXX XXXX indicated there would not be any reason to send anyone under these circumstances. I then stated to XXXX XXXX that I was strongly convinced I was right in this matter and simply needed her verification which she had given me. I again expressed my concern of this matter and the need to be reimbursed monies wrongfully charged. She offered to send me through to an XXXX XXXX at which I refused explaining I had already done that and this resulted only being told this matter was handled by a different department. I then requested being transferred to that department at which time I informed there was not anyone in that department to transfer to but she, XXXX XXXX, could submit an order to the XXXX XXXX and that the would contact me back if they felt there to be a need. I informed XXXX XXXX that I did expect a response and should that not happen I would exhaust all avenues to correct and resolve this matter. 

It is now XXXX XXXX, XXXX and I have still not received a response. I did speak with several agencies all of whom recommended trying to work with Chase first of which I feel I have. I am now reaching out to this agency in hopes of this matter being resolved and having monies returned to me that were wrongfully charged as well as privacy violations being addressed.