Consumer complaint received 2026-04-16 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Fees charged
Company: JPMORGAN CHASE & CO.
State: LA

Complaint narrative:
CFPB COMPLAINT INCONSISTENT AND UNRECONCILED ACCOUNT BALANCE FIGURES Consumer Complaint I am submitting this complaint regarding inconsistent and conflicting account balance figures provided by the servicer for the same loan. The servicer has issued multiple materially different figures within a short period of time. These figures are reflected in the attached documents : Exhibit A Home Equity Statement dated XX/XX/XXXX Exhibit B XXXX Eligibility Data dated XX/XX/XXXX Exhibit C Reinstatement Quote dated XX/XX/XXXX Exhibit D Payoff Quote dated XX/XX/XXXX ________________________________________ INCONSISTENT FIGURES PROVIDED BY SERVICER The following amounts have been provided for the same loan : {$47000.00} Payoff Quote ( Exhibit D ) {$25000.00} Reinstatement Quote ( Exhibit C ) {$61000.00} Total Balance reflected in servicer records ( Exhibit B ) {$33000.00} Amount Due on current statement ( Exhibit A ) ________________________________________ ISSUE These figures represent materially different totals for the same loan obligation and are not consistent with one another. This complaint does not concern routine timing differences, daily interest accrual, or the general distinction between payoff, reinstatement, or periodic billing statements. Rather, the issue is that the servicer has provided multiple figures that can not be reconciled to a single underlying loan balance based on the information provided. The servicer has not provided any explanation demonstrating how : the reinstatement amount relates to the total balance the payoff amount relates to the same obligation the current statement amount fits within the total balance the total balance used in internal evaluation corresponds to these figures Absent such reconciliation, these amounts function as separate and conflicting representations of the same obligation. ________________________________________ CONSUMER IMPACT As a result of these inconsistencies, I am unable to determine : the actual amount owed on the loan the amount required to reinstate the loan the amount required to satisfy the loan The servicers failure to provide consistent and reconcilable figures prevents me from making informed financial decisions regarding the loan. ________________________________________ REQUEST FOR RESOLUTION I am requesting that the servicer : 1. Identify the specific components included in each of the four amounts listed above 2. Explain the differences between these figures in a manner that reconciles them to a single underlying loan balance 3. State the current, accurate total amount required to satisfy the loan 4. Provide a reconciliation demonstrating how each of the four figures relates to that total obligation If the servicer is unable to reconcile these figures at a summary level, then : 5. Provide a complete transaction-level ( line-by-line ) accounting sufficient to reconcile all amounts to a single underlying loan balance ________________________________________ CLARIFICATION OF REQUEST This request is not for general descriptions of quote types, timing differences, or standard disclosures. This request specifically requires : a reconciliation of the figures listed above an explanation of how those figures relate to one another identification of the single underlying balance they are derived from ________________________________________ SUMMARY The servicer has provided multiple materially different figures for the same loan without demonstrating how those figures relate to a single underlying obligation. Until such reconciliation is provided, the amount owed can not be determined with certainty based on the servicers own records. ________________________________________ ATTACHMENTS Exhibit A Home Equity Statement ( XX/XX/XXXX ) Exhibit B XXXX Eligibility Data ( XX/XX/XXXX ) Exhibit C Reinstatement Quote ( XX/XX/XXXX ) Exhibit D Payoff Quote ( XX/XX/XXXX )

Company response to consumer: Closed with explanation