Consumer complaint received 2016-11-12
Product: Mortgage — Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account — 
Company: JPMORGAN CHASE & CO. (CO)

XX/XX/2016 I sent a payment to Chase Mortgage for XX/XX/XXXX. Apparently it was a couple days too soon and they posted it as principle or a second payment for XX/XX/XXXX. XX/XX/XXXX I got a letter saying I did n't pay. Spent over an hour on the phone sorting it and finally said it was their mistake, the would reallocate the funds, I owed nothing ( In fact, I over pay every month and on time ) and assured me it would not effect our credit as we are under contract on a house to close on XX/XX/XXXX. XX/XX/XXXX an email from our lender saying our credit had been dropped over XXXX points and we needed a to procure a letter explaining what happened. We have spent many hours over the past 3 days on the phone and on hold with so many different people who have promised to escalate and expedite and talked to the supervisors supervisor and we would have a letter in the morning. He asked us specifically what we would like the letter to say. We asked that is simply state the fact that we have never missed a payment in the history of our loan. 
The next day, no letter. We spent at least 5 more hours between us on the phone trying to sort this out. We have written a letter to Chase which I will copy at the bottom of this and it explains in detail what our issues are. We finally got a letter today and it is wrong. It says that our XX/XX/XXXX payment is current and it will take 30 days to fix our credit. XX/XX/XXXX was n't even the month in question and we do n't have 30 days to fix our credit. At this point, with all these delays as a result of Chase 's gross lack of customer service and poor handling of their mistake, we will either lose the house or have to push our closing date back if allowed which will cost us thousands of dollars and which I believe Chase should reimburse us for. 
XXXX, I 'm writing to make sure you are aware of some of the lack of follow through, empathy, and customer service that seem to be a total void at your company. My name is XXXX XXXX, XXXX year old XXXX, I 've held credit cards and XXXX mortgages with Chase over the last 20 years, I have XXXX children XXXX with my wife XXXX. I 'm in process of buying a house and have a current mortgage with Chase, because we paid our monthly mortgage payment early and overpaid the amount you company misapplied the funds and somehow showed a missed payment on my account which your organization incorrectly reported to credit bureau organizations. I first made Chase aware of this on XX/XX/XXXX and was assured it was resolved ... there was no follow through and the false report to credit agencies halted the current loan process on my new home purchase. The following events then happened. 
I spoke with XXXX XXXX in customer service case # XXXX on XX/XX/XXXX and he assured he would have a letter written to myself for the credit agencies to assure that there were no late of missed payments on the account. I encourage to listen to the recording of that conversation so you understand the commitments that were made to me on behalf of Chase and no follow-up at all occurred. 
I then spoke XXXX XXXX in customer service, she created a new case because apparently my 2 hours previously spent with XXXX was a total waste of time and no issue was documented or resolved. She created a new case # XXXX which nothing to this moment has occurred. 
Does your organization understand that people have lives, homes, relationships, finances at stake based on the way you handle your business, is there any appreciation for that at Chase? To disregard us and fail to help resolve is an unacceptable way to do business and a terrible way to treat people. 
This has cost me thousands of dollars, potentially a home, lost hours of my life and undue stress on my family. I I trust that you 'll read this and make this right. 
Sincerely, XXXX XXXX