Consumer complaint received 2026-01-11 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Escrow, taxes, or insurance
Company: JPMORGAN CHASE & CO.
State: NJ

Complaint narrative:
On Friday XX/XX/XXXX, I received an email from my mortgage holder, Chase Bank, stating that an escrow analysis had taken place, and due to a shortage in my account, my monthly mortgage payment was going to increase from {$3600.00} to {$6300.00}. 

This seemed unfathomable to me, as annual tax increase for the city was set at 1.5 %. 

I logged into my account and discovered that Chase had paid {$31000.00} from my escrow account for my XXXX taxes, rather than the {$12000.00} that my property had been billed for. That Monday, on XX/XX/XXXX, I called Chase to inquire. 

I was told that my taxes had gone up, and that if I had any questions to call my county tax collector 's office, which I did. They confirmed my annual tax amount for XXXX to be {$12000.00}, and advised that Chase must be having an internal error, and to call them once again. 

I did so and upon speaking to a Chase supervisor in their tax department, I was told that a parcel had been added to my property. Chase paid an abatement of {$8400.00} from my escrow account for this parcel, thereby triggering my escrow to go into a negative balance, and thus my monthly payment almost doubling. 

I told the supervisor that I did not own or build a parcel. Nothing regarding my property had changed. She gave me the parcel number to look up. I did, and saw that it was a home that I had previously owned, and had sold in XXXX. I have had no affiliation with this home since, and my mortgage for this home was not held by Chase bank. 

The Chase employee said that if Chase paid the parcel, then they must have been billed for it. She said that if I believed that I was not responsible for the payment of these taxes, then I would have to take it up with the tax collectors office, which I did. Those correspondence are attached. The tax collector confirmed that I do not own, nor was I billed for this parcel. I was also advised via phone, by the XXXX XXXX tax office to ask Chase to stop payment on the incorrect tax payment that was sent, as it had not yet been processed. I immediately called Chase back and asked them to do so, but they refused. Instead, they said it was best to let the payment go through, and that they would open an investigation to find out if I did in fact own the parcel. 

On XX/XX/XXXX, I received a letter in the mail from Chase confirming that the taxes had been paid in error, and that they understand that I do not own this parcel property. 

Nonetheless, the incorrect tax amount was not put back in my account, a new escrow analysis was not performed, and the bank is still asking me to pay $ XXXX month for my mortgage, as a result of their error. 

I called several times throughout the month of XXXX to inquire as to when this would be settled, and each time I was told that there was a note in the system, and to just keep checking for updates. 

Another month passed, nothing was corrected. 

I have since spoken to Chase supervisors in both the tax and mortgage department several times asking them to help me get this sorted out, and to rebalance my mortgage so that my monthly payment does not increase by {$3000.00}. As of XX/XX/XXXX, XXXX called to update me that XXXX XXXX is unwilling to refund the money that they sent in error. As such, XXXX XXXX will apply a credit on my property tax for the payment maid to the incorrect parcel. 

With this resolution, my monthly payment is still showing to increase by XXXX. This is not a reasonable resolution to an error made entirely by Chase. 

As of XX/XX/XXXX, I have turned off my automatic mortgage payments, and because of the nearly XXXX increase, I will not be making my monthly payment. Please note, I have owned this home for XXXX years, and have never previously missed a payment.

Company response to consumer: Closed with explanation