Consumer complaint received 2016-05-11 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account — 
Company: JPMORGAN CHASE & CO.
State: DC

Complaint narrative:
I Dear Consumer Financial Protection Bureau, I am writing because Chase after eight months continues to mismanage my mortgage account. Chase is falsely and without merit changing the amount of my mortgage payments without reason or without explanation. They are applying funds that should go to escrow to my principle balance, increasing the monthly payment outside of the window of time for an escrow adjustment, and not taking the time and urgency to resolve the issue. In the fall my total mortgage payments increased by {$74.00}. However, in the escrow analysis the total amount was supposed to go up only {$52.00}. From the fall to spring my mortgage payment increased to {$2300.00} but XX/XX/XXXX it decreased to {$2300.00} without warning or explanation and is changing again in XX/XX/XXXX to {$2300.00} +/-. 

When I review my mortgage payments the total amount paid to Chase 's escrow is {$3800.00} this does not include escrow payments made to XXXX prior to chase taking over the loan. My new taxes ( {$1400.00} twice a year ) and insurance {$770.00} add up to {$3700.00} and I 've paid {$3800.00}. Something is not right if my mortgage payment is increasing when the my average monthly escrow payment is {$330.00} x XXXX= {$4000.00} and my bills to insurance and taxes are less than that {$3700.00}. 

I requested an escrow analysis and the escrow analysis had a LOT of errors. Chase cited $ XXXX+/- in taxes paid to the county but I live in Washington, DC and we do n't have counties. They also cited Chase had to pay " an unexpected tax payment '' in the fall but there is nothing unexpected about paying fall and spring tax payments every year for 9 years. Furthermore, when looking into Chase 's fuzzy escrow math there are a lot of peculiarities for example they cite I made two escrow payments in XX/XX/XXXX ( but I only pay once a month ( e.g. XXXX XXXX and XXXX XXXX two escrow payments of {$330.00} are noted in my file ). Worse, Chase notes a series of odd payments for 1 ) Escrow Recovery payment on XXXX/XXXX/2016 for - {$170.00}, 2 ) Escrow Recovery payment XXXX XXXX - {$330.00}, 3 ) another one on the same day for a different amount : Escrow Recovery payment XX/XX/XXXX -XXXX, 4 ) Escrow Advance Recovery XXXX XXXX XXXX, 5 ) Escrow Advance Recovery XXXX XXXX - {$85.00} and on XXXX XXXX Chase cites an Escrow advance for {$1700.00}. 
All these charges and subtractions and additions are impossible to follow and understand. I 've been working with XXXX XXXX at Chase since XXXX XXXX and despite XXXX saying my escrow analysis was " complete '' nothing has been resolved. I also see a series of monthly payments being applied to principle that are not authorized. There is no movement and now my payments are increasing again without explanation on the Fall increase. I understand that taxes and home insurance causes increases but my total charges are only increasing by about {$330.00} a year and Chase is collection over {$1200.00}. 
Please note I 've submitted at least XXXX complaints already about Chase. Prior, Chase did not recognize a mortgage payment and it took seven months to rectify, they charged me false late fees, and they illegally reported negatively on my credit. Those issues have been fixed but it has taken eight months and dozens and dozen of phone calls. Chase 's mismanagement is illegal and predatory. I do n't understand how a US business can operate this way. I am paying them 5.2 % interest to manage this account ( about $ XXXX in interest a year ). I 've spent about {$17000.00} of billable hours just dealing with them. I get paid {$150.00} an hour and that is equal to 113 hours ( about two and half weeks ). I 've spent about five times that amount of time working with them. Chase needs to be punished. Working with them is torture. Please help end these exploitative lending practices. I am grateful for what the CFPB does. Thanks, XXXX

Company response to consumer: Closed with explanation