Consumer complaint received 2020-05-12
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: JPMORGAN CHASE & CO. (FL)

This complaint involves two companies : Chase Mortgage and XXXX XXXX XXXX XXXX and XXXX. 
XX/XX/2020 I am writing about 2 separate, URGENT issues related to my mortgage. 

1. I bought my house on XX/XX/2020 through XXXX XXXX XXXX. My first mortgage payment was due XX/XX/2020. In XXXX I received information in the mail from XXXX and CHASE. The letters indicated that my first payment was supposed to be made to XXXX  but just for the month of XXXX. Chase was taking over my mortgage on XX/XX/XXXX. I received news of XXXX and Chase taking over my mortgage in my mailbox on the same day. Because of that, I made a mistake and accidentally paid Chase on XXXX on XXXX XXXXI quickly realized that I wasnt supposed to pay Chase until XXXX. I contacted Chase and they said that they would send my payment to the other mortgage company. On XX/XX/XXXX, which is the last day to pay without a late fee, XXXX still hadnt received the payment from Chase so in order to avoid the late fee, I paid again, thinking that the amount I paid initially would be credited toward my mortgage. This payment was processed from my bank account on XX/XX/XXXX. 

The payment made on XX/XX/XXXX is nowhere to be found and it has been 2 months. XXXX says they have never received anything from Chase and Chase says they sent the payment to XXXX. On my account it says misapplication reversal. 

I have attempted to contact Chase about this matter multiple times through the secure messaging, phone and by going into a branch. By secure messaging it takes 1-2 weeks for a response and because of this, nothing is getting accomplished. Ive tried to call multiple times. Wait times start at 7 hours and when Ive tried to wait, Ive been disconnected. I tried to go into a branch near my house and they couldnt help me. I called other branches in XXXX and they said people that could help me were not working. 

I disputed this charge with my bank, XXXX, because I dont know what else to do. {$1800.00} is a lot of money, especially during this crisis! There is a current investigation by XXXX underway. 

2. After having made 2 payments in XXXX, and not really having extra money, I waited until XX/XX/XXXX to make my XXXX payment. I was hoping the missing payment would be found. XX/XX/XXXX was the last day to pay without a late fee so on XX/XX/XXXX, I made another payment for XXXX to Chase. However, my account currently shows that I made no payment and that I still owe for XXXX. It says, returned payment. That payment was never returned to me. I paid it. Now I am receiving threatening debt collection letters in the mail. 

Again, Ive tried to contact Chase about this second matter, and it is impossible! On the letter that I received today there is another phone number. It says on the letter that the call center is open until XXXX XXXX  M-F. I tried to call at XXXX XXXX  and XXXX XXXX  today and it says they are closed. 

I will be disputing this 2nd incident ( XXXX payment ) with my bank again as I have no other option. Now Chase has robbed me of {$3700.00} ( 2 mortgage payments from me ). 




I dont know what else to do. I will take legal matters soon if I have to. I can not believe the handling of this situation. Ive never been more outraged as a consumer and youve made my first home-buying experience a living XXXX. I demand that this be taken care of as soon as possible.