Consumer complaint received 2016-01-25 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account — 
Company: JPMORGAN CHASE & CO.
State: DC

Complaint narrative:
Dear CFPB, I am current on my my mortgage payments. Chase, my primary and secondary mortgage lender, however, is telling me I am behind in XXXX mortgage payment on my primary mortgage. I am current on ALL of my payments. I 've disputed Chase 's " accounting '' and found that they are not accurately accounting for XXXX payment made on XXXX XXXX, XXXX. I 've disputed their records six times with banking records that are verifiable, clear, and transparent. But to no avail, Chase either claims they did not receive the materials or sent or that the information is not enough. In total, this is what I have done 1 ) I 've faxed in documents to show my Banking records that verify this claim four times. 2 ) I 've also emailed it. 3 ) In addition, I spent 70 minutes on the phone with XXXX XXXX XXXX and Chase to have XXXX XXXX XXXX verify the payments made. 4 ) I had my Bank prepare a letter in my defense with the payments made. Chase claims that the " faxes are not received '' or they do confirm a fax received but they only have half of the pages. They have ruled against me in several reviews in their research department. I 've made dozens of calls to an XXXX Bank " assigned to my case '' but no one calls me back. 
Here is a record of the times I have called Chase to discuss the issue 1 ) Called and spoke with XXXX XXXX XXXX XXXX XXXX XXXX ext XXXX. Called XXXX XXXX, around XXXX ( never heard back ) regarding payment research sent in. 
2 ) Called XXXX XXXX again XXXX XXXX, at XXXX. His voice recording says he " will call back in 24 hours '' but never does. 
3 ) Called XXXX XXXX again on XXXX XXXX, XXXX. No response. 
4 ) Called again and spoke XXXX on XXXX XXXX, XXXX I responded that I never hear from XXXX. I asked to speak with his Supervisor XXXX XXXX, Supervisor. I never hear back 5 ) Called XXXX again XXXX XXXX, XXXX. I left a message. Never hear back 6 ) Called XXXX XXXX again on XXXX XXXX, XXXX and left a message on VMAIL. I never hear back. 
7 ) Called XXXX again XXXX XXXX at XXXX never hear back. 
8 ) Called XXXX XXXX on XXXX XXXX and left a message. He says I should speak to another Supervisor XXXX XXXX XXXX. I call this number and leave a vmail and never hear back. 
9 ) Called Chase again, " XXXX '' tells me to Fax documents again ( third time ) to XXXX XXXX XXXX XXXX XXXX : Attention : Research Department. I send Documents ( banking records ). 
10 ) I faxdocuments to Chase around XXXX XXXX/XXXX/XXXX 11 ) A week letter, I receive a letter from Chase saying documentation was not sufficient and they " need a letter from the bank '' 12 ) I ask and receive a letter from my Bank and I faxed it to Chase on XXXX XXXX 13 ) I also sent Chase the same documents by mail to : Research Department Chase XXXX Attention : XXXX XXXX XXXX XXXX XXXX Ohio XXXX 14 ) I spoke to XXXX at Chase on XXXX/XXXX/XXXX. XXXX documented that I sent in missing payment research ( e.g. letter from my Bank ). I am telling XXXX now that I have faxed documents for a total of four times. I 've sent the files by email. This is my sixth attempt. XXXX is saying with 24-48 hours ( business hours ) e.g. " Monday '' I should be able to confirm fax was received via. XXXX XXXX XXXX XXXX. This Is the Collection Department. 
15 ) I call Chase on XXXX/XXXX/XXXX, Monday at XXXX and spoke to XXXX XXXX to confirm that fax is received. She says " there is nothing in my file that fax is received ''. She forwards me to XXXX XXXX because : this is not the number to call '', despite, XXXX confirming " this number is correct '' 16 XXXX XXXX says she can not look into this letter and transfers me to the " research department ''. I am put on hold for 16 minutes. Research department tells me fax is " not received by Chase '' despite the fact the fact transmitted properly. 

I am giving up & need Consumer Protection. The payment made on XXXX/XXXX/XXXX for {$3700.00} is missing from Chase accounts. 
XXXXXXXXXXXX

Company response to consumer: Closed with explanation