Consumer complaint received 2023-02-15
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: JPMORGAN CHASE & CO. (NJ)

I refinanced my home two years ago. The property has two structures which are both insured through XXXX XXXX but billed separately. XXXX XXXX XXXX XXXX, XXXX NJ XXXX After the refinance, the mortgage was sold back to Chase who had it previously. Last year my insurance billed them and they paid {$1000.00} bill but did not pay the {$600.00} bill. My insurance ( XXXX XXXX ) then called me and said my insurance had defaulted. I had to pay the {$600.00} out of pocket as it was too late for Chase to pay in time to keep me from loosing the coverage. I communicated with Chase that they needed to pay this moving forward. I don't know the exact date or time but I am guessing it would be around late XXXX of XXXX. 

This year, I again got notice from XXXX XXXX that my Home insurance was not paid and had gone into default. This time we discovered Chase received both bills on the same day and they opted to pay the {$600.00} bill letting the {$1000.00} bill go into default? 
According to a conversation with a Chase rep and XXXX from my state farm agency on Thursday, XX/XX/XXXX around XXXX, Correspondence from XXXX XXXX  was sent to them repeatedly and they refused to pay. ( I can send what XXXX XXXX  said they sent to Chase. ) " From : XXXX XXXX XXXX XXXX Sent : Thursday, XX/XX/XXXX XXXX AM To : XXXX XXXX XXXX Subject : XXXX XXXX XXXX XXXXXXXX PAGE PACKETS XXXX HI XXXX XXXX, Attached are XXXX Declarations Pages that were sent out on XX/XX/XXXX by XXXX XXXX to Chase. 

Please let me know if you have any additional questions or concerns. 

Regards, XXXX XXXX XXXX Insurance Account XXXX XXXX XXXX XXXX XXXX XXXX Phone : ( XXXX ) XXXX Fax : ( XXXX ) XXXX Address : XXXX XXXX XXXX. Summit, NJ XXXX Website : XXXX Find Us On Social Media & Leave A Review '' ( see attached ) This required my involvement, again. I called and waited through 5 minutes of their voice prompts system ( drives me absolutely insane ) before clicking a button to chat with a representative to which they texted me a link. I struggled getting their link to work and had to call back and wait through another 6 minutes of their voice prompts to talk to a person. So you can imagine the frustration of dealing with this during my work day.

The person from Chase ( I forgot her name ) told me they had paid & had me on hold for about 20 min while she got a XXXX XXXX rep to explain why they were saying it was in default. After XXXX XXXX and Chase got on the phone with me, the Chase rep found the mistake & said they would pay the {$1000.00} bill. However at the conclusion, I asked to speak with a manager. I had no confidence that Chase had resolved the issue since it was the second time their incompetence created a headache for me.

The Chase rep put me in touch with her manager XXXX ( XX/XX/XXXX around XXXX ). I asked XXXX why this was continuing to happen and she said this was our mistake. I asked why it was not fixed the first time? And why they opted to pay the lower of the two bills the second time around when they received them both together? She could not answer and so I asked to speak with her manager. XXXX said her manager, XXXX was, " on the phone '' but would call me back in 24hours. She gave me this number to call XXXX ... " in case she didn't '' I laughed telling XXXX I did not believe her manager would call me back. She assured me if XXXX did not call back another manager from Chase would with in 24 hours as " none were currently available ''. It has now been a week and I called back Wednesday XX/XX/XXXX, waited through all their prompts again at XXXX and spoke with XXXX. She said XXXX was " not available '' and did not know when she would be available. 

I told her I was done calling Chase and would file a complaint with CFPB if someone did not call me back. I have been more than patient, I have done my mortgage servicers job for them twice and taken my time to do their job. What accountability do they have? Their a huge bank. They know they can fail at their job and who has the time to call and XXXX through their labyrinth of voice prompts to to resolve issues they simply ignore? They make it so difficult for clients when they don't do their jobs, yet they make no effort to change! 

Do they care about their customers? Do they care that home insurance goes into default? Why is this happening repeatedly with them? Who keeps them accountable? Are their any consequences for their failures? The only way to get them to change is for it to COST them something.They have taken hours of my time because they failed to do their job. No one pays me for my time to do their job for them. XX/XX/XXXX I was dealing with their incompetence for two hours! A fair resolution would be to compensate me for the time I have had to put into correcting them repeatedly and wasting my time on something they should have done from day one of purchasing my mortgage.