Consumer complaint received 2022-09-07 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: JPMORGAN CHASE & CO.
State: MN

Complaint narrative:
Sincerely, XXXX XXXX XXXX XXXX XXXX XXXX XXXX North Lake Elmo, MN XXXX XXXX, XXXX Re : Mortgage Claim To Whom it May Concern, I refinanced my mortgage through XXXX XXXX in XXXX. After the first year, Chase Bank bought out my Loan. Once they bought it out, the loan amount suddenly jumped up to {$2900.00} compared to the {$2700.00} it was with XXXX XXXX. I called and emailed them to find out why it was so much more and all I received was This is what we calculated. I told them that my taxes, and insurance did not go up that much. My taxes went from {$4400.00} to {$5000.00}, which is a difference of {$630.00}. My insurance went from {$2300.00} to {$2500.00}, which is a difference of {$230.00}. That is a total difference of only {$860.00}, which is only an extra {$72.00} per month, on average.

I kept paying my original payment until I could actually get any answers. Throughout the year, the numbers on my online statement kept changing drastically. One time they said I owe {$12000.00}. In XX/XX/XXXX I tried to pay online but their website would only allow me to enter my {$2700.00}. During XXXX I had XXXX XXXX and was not able to go into the bank to make a payment. 

In XXXX, I went into Chase Bank in XXXX, MN. I was able to get help from XXXX XXXX, the XXXX XXXX. She agreed that my account did not look correct, and we could not understand why my payment went up so much. While on the phone with a Mortgage Specialist from Chase Bank, I asked to have the escrow removed and clarified that I will pay my taxes and insurance moving forward. I also stated that I expect an updated balance reflecting this change and requested that they remove the late payments they added during this period. The employee said that they will remove the escrow and the paperwork will be sent to my home in 10 business days. After the call with the Chase Mortgage XXXX, XXXX XXXX and I both agreed that moving forward I would only be paying the principle of {$2100.00} to Chase and that I would be responsible for the escrow. 

A couple of weeks went by and I still had not received any information. With that, once again I went into their location to talk with XXXX XXXX. We called their Mortgage XXXX, XXXX XXXX, as she was the one that submitted the request to remove the escrow and then also stated a written-up letter would be needed. On XX/XX/XXXX, I sent the letter to XXXX XXXX, informing Chase that I will be taking care of the insurance and taxes moving forward. 

Another couple of weeks later, they sent me a letter stating that they can not remove the escrow because of the late payments, which I fully disagreed on how they charged my accounts. I then reached out to my insurance agent and asked them to remove Chase Mortgage from their billing and send it straight to myself. Once my insurance company sent me the bill, I paid it in full on XXXX ( {$2500.00} ). The next day I went to XXXX XXXX to pay for the XXXX taxes. On XXXX I paid {$2500.00} and received a paid in full receipt from XXXX XXXX. On XXXX, I sent an email to XXXX XXXX showing pictures of the receipts stating my taxes and insurance were both paid in full and requested her to update my account. 

A couple weeks ago, I received a check from my insurance company for {$2500.00} for an extra payment on the account. I reached out to my agent and asked why they sent me that amount back. My agent looked into the payment details and saw that Chase Bank had sent in the payment. My agent stated that they never sent them a bill but in fact sent them a letter stating that the bill was paid in full. 

As of today, Chase is now stating my mortgage should be {$3100.00}, which would entail {$970.00} in escrow payments each month, for an annual total of {$11000.00}. What?? When the 2022 year began, my escrow added up to a total of {$7600.00}. Where is the extra {$4000.00} now coming from? 

This has been months and months of ongoing headaches and extra work to essentially get nowhere and no answers. I would never do business with Chase Bank again and would request to transfer my mortgage to another company, if possible. I feel I have been lied to and fraud has occurred with the extra fees and incorrect amounts credited to my mortgage when Chase took over my account. XXXX XXXX has also not been easy to work with. I feel she has had fraud applied to my account as well with the extra payment they made to my insurance company and placing late fees. In speaking with my attorney, he suggested filing this claim first before moving forward with other actions. I have not missed a mortgage payment or had this much trouble with a mortgage company since I have owned a house. Even on my credit report I have XXXX late payments. 

I have attached couple pictures showing the email chain stating removing my escrow that I sent to XXXX from Chase along with the email from my insurance confirming they did not send Chase a bill and I paid the insurance premium. Also XXXX months payment from the first time i came into Chase bank to talk to a representative ( XXXX ) which also believed from our conversation from the Chase Mortgage agent that told us they would remove the Escrow moving forward. 

Also i would like to clarify that my complaint is not against with XXXX XXXX who has actually understood where my complaints came from and tried to help with my case. 

Sincerely, XXXX XXXX

Company response to consumer: Closed with explanation