Consumer complaint received 2024-09-28 00:00:00
Product: Mortgage — VA mortgage
Issue: Trouble during payment process — Trying to communicate with the company to fix an issue while managing or servicing your loan
Company: JPMORGAN CHASE & CO.
State: GA

Complaint narrative:
This dispute is really about a {$100.00} missed payment for XXXX, XXXX. On XX/XX/XXXX, we made our first {$100.00} payment as per the forbearance agreement. We were obligated to make a payment of {$100.00} per month. We did not make a payment in XX/XX/XXXX. On XX/XX/XXXX, we made a {$250.00} payment to Chase because we realized our error in not paying in XXXX. The more than double payment in XXXX should have brought us up to date. Chase did not apply the extra money to the deficit and clear the matter up. Chase has a strange and incomprehensible method of placing payments in an account named " unapplied '' which appears to damage borrowers. If Chase had applied the extra money paid in XXXX there would be no problem. Chase could have reported to the credit bureau that we had made a payment 30 days late and that would have been fair. However, Chase never contacted us during this time to point out that there was a problem or to ask how we intended the double payment to be applied. Chase waited until XXXX to report to the credit bureaus that we were 150 days late, which is not true. Chase committed libel by reporting such misinformation and my wife and I have been hurt by that reporting. I spoke to a XXXX XXXX who called me a couple of times. He stated that he was part of an executive staff. He explained that he was investigating the matter and I was hopeful that we finally were communicating with someone smart enough to correct the error. XXXX XXXX was smug and condescending and while he told us that he had investigated the matter, his unwillingness to comprehend the situation and to ask the right questions, made it clear that he intended to do nothing but check the box to report that Chase took our concern seriously and investigated. XXXX XXXX acted in bad faith. We have a letter from Chase, dated XX/XX/XXXX, in which the second sentence reads, " We're reporting that we received your XX/XX/XXXX through XX/XX/XXXX payments and they were not late. '' Communications like these has made discussing the issues with so many Chase employees so confusing. Chase is continuing the harassment and libel by placing our XX/XX/XXXX and XX/XX/XXXX mortgage payments in and " unapplied '' account and stating that we are late. Our credit has been seriously damaged and our scores have plummeted y XXXX points. Chase through XXXX XXXX has said to me several times that Chase has to accurately report our failure to make the XXXX payment. If Chase were really concerned with honesty, they would consider all the facts and realize that the {$250.00} payment on XX/XX/XXXX should have been applied. They did not apply it and they have stood firm on their belief that we did not make the XXXX payment. We made the XXXX payment in XXXX. The problem is that they did not apply the extra funds and made no effort to discuss the misunderstanding with us before making the false report to the credit bureaus. Chase has acted in bad faith and we wish they would transfer our loan to another company so we don't have to deal with them again.

Company response to consumer: Closed with explanation