Consumer complaint received 2016-03-10
Product: Mortgage — Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account — 
Company: JPMORGAN CHASE & CO. (TX)

My name is XXXX XXXX : I have a mortgage with Chase bank, originally it was with Washington mutual. Since XX/XX/XXXX I have been subjected to a runaround, false and misleading over the phone information. I have been subjected to a verbal loan modification thru the chase collection department. All this runaround came from a late payment of one of my City taxes of XXXX, after 11 years of paying my taxes by myself. I had a set up payment plan with the City of XXXX. When I went to pay the second installment, I was told by the city clerk that chase had paid the remaining taxes including the 1st installment payment I made already. When I contacted the taxe department of chase, I was told that since this was the first time after eleven years and since there was a miscommunication about the agreed payment plan with the City of XXXX taxing Department, they will be willing to reverse back to the original loan structure after sending all documents related to the payment agreement with the payments coupons. With my husband we faxes all related documents. When we called for follow up, after several runaround thru different persons and departments, they claimed to have not received anything. After many phone calls, each time the bank will agree over the phone with a type of payment structure and then it will be followed by a letter stating that after reviewing you account we regret to inform you that we will not be able to such and such after we made payments as agreed over the phone. The most alarming is when talking with my husband one of the bank employee stated that I have agreed to a loan modification and that has altered that loan payment schedule forever. How many people have the Bank subjected to this kind of practice, forcing them to accept a loan modification without proper advising or legal setting? When my husband told them that there was no need to discuss anymore, that a lawyer was needed to resolve the situation, the attending bank employee automatically ask him to wait she will see what can be done. After putting him on hold for a long time, she said that there was no loan modification. After another long discussion over the phone a payment schedule was made available with the agreement that after clearing all taxes pending payments everything will reverse back to normal. It turn out to be another misleading scheme. We made four payments, three monthly regular payments with separate checks of {$1100.00} on XX/XX/XXXX, and a tax payment of {$5400.00} on the same day ( all check copies will be provided ) .The Bank reverse all the payments in an escrow account, before sending us for the first time an Annual Escrow Analysis. When my husband called to ask about escrow account items and how did they came with the numbers in it, XXXX different employees were not able to explain why the amounts and it came out to be. You can understand our frustration in front such a scenario. I have not been able normally sleep since XX/XX/XXXX. The Chase bank has put me into nighmares. Everything they tell you turn out to be misleading. Up to date the situation has not been resolve. On Yesterday, XX/XX/XXXX, the employee we spoke last with on the escrow account could not answer and told us that she was going to request a investigation as to why the account had a surplus of a of {$4600.00}. When we call the customer service most likely collection department since our call has been redirected to that department, the responding employee told us that we were we were three most late on our regular payments. When made him aware of the three payments, and him why they were not credited to the account he could not answer. We hope to have a arbitrage with the Consumer Finance protection bureau before acquiring the service of a lawyer, which would be our next step.