Consumer complaint received 2025-09-04 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Escrow, taxes, or insurance
Company: JPMORGAN CHASE & CO.
State: MA

Complaint narrative:
To Whom It May Concern : This correspondence serves as a formal dispute regarding a series of severe errors and a lack of transparency in the servicing of my mortgage and Roth IRA accounts. This is causing me significant financial and emotional distress. I demand an immediate and comprehensive resolution. 
Since my loan was transferred from XXXX XXXX XXXX  to Chase on XX/XX/XXXX, I have been subject to a series of confusing and contradictory statements regarding my escrow account. I was recently informed that my monthly mortgage payment has increased from {$2000.00} to {$2400.00}, a difference of over {$400.00}, to cover a purported monthly escrow shortage of {$260.00}. This is in addition to the {$540.00} I am now paying each month for escrow. 
This situation represents a clear failure to properly service my loan, in violation of my rights under the Real Estate Settlement Procedures Act ( RESPA ). Your failure to provide a clear and consistent accounting of my escrow account is a direct violation of 12 U.S. Code 2609 ( c ), which requires servicers to provide an annual escrow statement with a clear, itemized account of all transactions. I have not received a XXXX escrow document to reference. 
The statements I have received are contradictory and offer no clear justification for this sudden and drastic payment increase : * On XX/XX/XXXX, my escrow balance was listed as + {$810.00}. 
* Just XXXX weeks later, on XX/XX/XXXX, my escrow balance was listed as - {$670.00}. 
* My XX/XX/XXXX statement showed a balance of {$78.00}, and my XX/XX/XXXX statement showed a balance of {$160.00}. 
Nowhere on these statements is there any mention of a deficit or shortage. 
Additionally, on XX/XX/XXXX, I submitted a check for {$7000.00} intended for my Roth IRA contribution. While the principal amount of {$7000.00} has been recovered and deposited into the correct account, this was only achieved due to my diligent efforts and a formal inquiry initiated by me and my financial advisor. The misdirection of this check caused me to lose interest and investment gains for a significant period. This prolonged error, and the need for me to discover and correct it, caused me a great deal of stress, fear, and anxiety. It has also instilled in me a deep fear of making any future contributions to my retirement account with your institution, as there is no secure electronic deposit method available. 
I did not choose to do business with Chase ; I was forced into this relationship through your acquisition of my previous bank. The series of grave errors, misinformation, and lack of accountability has created a toxic and abusive situation that has caused me such significant distress that it is the primary subject of my current therapy sessions. This ongoing negligence has not only created financial harm but has also severely impacted my mental and emotional well-being. 
Demands for Resolution Based on your institution 's repeated failures to act in my best interest, I demand the following : * For the Mortgage Account : A full and transparent investigation into my escrow account, with a clear, itemized explanation for every transaction. A restoration of my monthly payment to {$2000.00}. Any deficit created by your institution 's error must be covered by you, not me. 
* For the Roth IRA Account : Restitution for the lost interest and investment gains from the period the {$7000.00} was misdirected. 
* For All Accounts : A clear explanation of what internal controls and procedures will be put in place to ensure these grave errors are not repeated. I am also requesting a refund of all fees charged on my children 's accounts. 
Please be advised that if a satisfactory resolution is not provided within XXXX  days, I will immediately exercise my rights to the fullest extent of the law to hold your institution accountable for this breach of trust and the harm it has caused. 
Sincerely, XXXX XXXX XXXX

Company response to consumer: Closed with explanation