Consumer complaint received 2015-07-27
Product: Mortgage — Conventional adjustable mortgage (ARM)
Issue: Loan servicing, payments, escrow account — 
Company: JPMORGAN CHASE & CO. (CA)

Chase Bank holds my mortgage. Below is a summary of how they have repeatedly made mistakes that have put me in a financially disadvantaged position. 

When purchasing my home in XX/XX/XXXX, I established an escrow impound account at closing to pay property taxes and insurance. ( Including supplemental taxes that had been determined due to property re-evaluation and inheritance ownership changes ). 

XX/XX/XXXX Chase refunded me {$4800.00} from my escrow account. But there was an outstanding supplemental property tax due on XX/XX/XXXX in the amount of $ XXXXXXXXI made many unsuccessful phone calls to Chase customer service, waiting on hold for an XXXX on XXXX attempt. When I received a " Notice of Delinquency '' from the XXXX XXXX Tax Collector, I resorted to email. 

In response to my insistence, ( several phone calls and XXXX emails ) the supplemental tax was finally paid, LATE, on XX/XX/XXXX. A {$320.00} late payment penalty was incurred. 

XX/XX/XXXX Chase mailed a letter saying an escrow analysis would occur and I should look on Chase.com to see if my monthly payment would increase. I checked and was informed I could repay my escrow account {$3100.00} by XX/XX/XXXX or my monthly payment would increase. 

I arranged a meeting with my escrow account manager. We called Chase on XX/XX/XXXX. We spent XXXX hours on the phone, finally XXXX XXXX a Chase Tax Supervisor agreed that Chase had made a mistake, and would pay the {$320.00} late payment penalty. 

The next week I got a call from XXXX XXXX in the Chase Tax Escalation department, he asked to review my Property Tax Escrow account. He acted as if he had no idea why I had contacted chase in the first place, a month ago. I referenced XXXX, but he said she had no authority. After about XXXX more phone calls, we arranged to speak with my escrow account manager again on XXXX. I feared he was twisting things around that had already been resolved. 

In the meantime I wanted to pay back the escrow funds that they had mistakenly refunded to me in XXXX, so my monthly payment would not increase. 

XX/XX/XXXX My XXXX mortgage payment was automatically deducted from my checking account as normal. In a separate transaction, I went on-line and made a XXXX payment into my escrow account in the amount of {$3100.00}. 

XX/XX/XXXX I checked my checking account and realized that Chase had deducted not only my XXXX payment, but also deducted the XXXX payment when they deducted the escrow amount. My checking account was wiped out. I called Chase immediately and was told they would wire the XXXX payment back into my checking account by next Tuesday. 

XX/XX/XXXX meeting with my escrow agent and XXXX XXXX ( on the phone ). He was rude, condescending and said Chase refused to accept any responsibility for paying supplemental taxes, the late penalty was my responsibility. 

XXXX I received a phone call from XXXX XXXX from the Escrow Research Department at Chase. Apparently the man who told me that " the payment would be wired back into my account by next Tuesday '' did n't know what he was talking about, so the issue had been escalated to her. She said that Chase could not wire funds into my checking account, because I have a " XXXX XXXX XXXX '' checking account, not Chase. It would take longer because she needed to look into it and " process '' the request. 

XXXX The XXXX time escrow payment, and the XXXX mortgage payment were deposited back in my account. I have since received many voice mails and an email from XXXX to let me know that the funds were returned, but reminding me that I still need to make the payments. 

XX/XX/XXXX I repaid the escrow from my checking into my Chase escrow account, and paid the late fee penalty to the XXXX XXXX property tax department