Consumer complaint received 2024-04-30
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Escrow, taxes, or insurance
Company: JPMORGAN CHASE & CO. (OH)

On XX/XX/XXXX, I became a first time home owner with a monthly mortgage loan payment of {$2900.00}. The mortgage loan closing disclosure states that I am responsible for paying property taxes, homeowner 's insurance, and homeowners association dues, and not the lender ( Chase Bank ) will pay any of these on my behalf. 

Late XXXX, XXXX, I received my first property tax bill from XXXX XXXX and I made a phone call the first week of XXXX to Chase property tax department inquiring about how much I will pay if Chase were to facilitate payment of the property tax. The department personnel quoted me an initial monthly estimate of {$3100.00} ( both mortgage and property tax ) and told me that I will get the actual estimate later when the final calculations have been done. On XX/XX/XXXX I got an email from that department that payment of the first half year property tax ( {$2800.00} ) to XXXX XXXX was being processed. However, the email did not state how much my monthly payment was so I assumed the initial estimate that was given to me had not changed. 
On XX/XX/XXXX a new monthly payment of {$3800.00} ( being mortgage {$2900.00} plus property tax ) was posted to my mortgage loan account. On XX/XX/XXXX I called Chase property tax department requesting immediate cancelation and a STOP of that payment to XXXX XXXX because I do not agree to and approve of this NEW monthly payment. I continued to call this same office on multiple occasions talking to different individuals before and after XX/XX/XXXX ( the first half property tax payment deadline ) making the same request over and over ( speaking to XXXX, XXXX, XXXX, XXXX, XXXX, XXXX on different dates ). The stop payment request was also sent using the Chase secure message center ( see doc # XXXX ). On XX/XX/XXXX, I called the XXXX XXXX XXXX XXXX department if they had received any payment from Chase on my behalf, but there was no payment so I made electronic check payment ( {$2800.00}, receipt attached ) on this same day in order not to miss the payment deadline. I called Chase to inform them that I made the property tax payment on my own and I again asked them to stop and cancel whatever payment to XXXX XXXX they had initiated on my behalf. Anytime they will tell me we are reviewing and have escalated your request, please give us XXXX to XXXX  days, another time please give us XXXX to XXXX business days. All these times passed without hearing back from them addressing my request. They REFUSED to stop their payment and eventually XXXX XXXX received a second payment days after I had made my payment to the county. Their final response and conclusion ( please see docs # XXXX ) was that I approved and authorized them to make my property tax payment on my behalf so I am responsible for the monthly payment of {$3800.00} until I have reached XXXX % or more of the mortgage value. 
After receiving this response I went to the bank manager to challenge this decision and she assured me she would reach out to that department with my complaint. My mortgage loan manager at Chase also attempted to help resolve this matter after learning that my initial phone call inquiry was not intended to have the bank generate an escrow and be added to my mortgage account. On XX/XX/XXXX, an arrangement was made by the mortgage loan manager where I refunded to Chase property tax department the {$2800.00} ( attached ) it paid to the XXXX XXXX XXXX XXXX department, and the county also refunded me the same amount. According to my mortgage loan manager after the refunds were made, she was told it would take XXXX to XXXX business days for the escrow to be completely removed from my account. The escrow account removal was never done, instead, the refund that I paid was posted to the unapproved escrow account as escrow advance recovery. 
On XX/XX/XXXX I made the last phone call in an effort to speak to the head of XXXX XXXX XXXX department about this matter but I was denied access to the head. So far I have refused to pay this new amount ( {$3800.00} ) but maintained the full payment of the original monthly mortgage amount ( {$2900.00} ) every month even before the due date. 
My case here is : Can I be held responsible for and be compelled to make this new monthly payment ( {$3800.00} ) if the Chase personnel went ahead to make the property tax payment on my behalf after failing to first send this new amount based on the final calculations to me for my agreement, approval and authorization? 
I am also requesting the outright removal of the unapproved and unauthorized escrow from my mortgage loan account since I paid my property tax to XXXX XXXX on time. 

Sincerely,