Consumer complaint received 2019-11-16 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: JPMORGAN CHASE & CO.
State: PA

Complaint narrative:
1. XX/XX/XXXX I decided to make a one-time payment online instead of sending in my usual check to make ( in full ) XX/XX/XXXX mortgage payment. Checked to see that my checking account info was in their system. 

2. XX/XX/XXXX received a Chase email thanking me for successfully scheduling my mortgage payment ( for XX/XX/XXXX ) -- I have a copy of this but it has identifying information. 

3. About XX/XX/XXXX while I was on a trip out of town, I began receiving emails that my mortgage payment was overdue, a late fee was assessed and my lateness would be reported to credit agencies ( I have an excellent credit record of paying on time ). 

4. XX/XX/XXXX made several calls to Chase customer service. I was told that my payment had been rejected and my bank ( checking ) was insinuated to be the rejector. On my calls I was repeatedly told ( by Chase ) that my calls were being recorded for debt collection. 

5. I phoned my bank on XX/XX/XXXX ( XXXX XXXX XXXX ) and was told that there was adequate money in my checking account and there was no reason that the bank would have refused to honor payment, in fact they had no record that Chase had sought payment. 

6. I phoned Chase customer service back on XX/XX/XXXX and told them my findings. I was told that the late fee would be removed and there would be no damage to my credit record and that they would process 2 payments from my checking ( their error on XX/XX/XXXX and an upcoming payment for XX/XX/XXXX ) to bring my mortgage acct completely up to date. 

7. About a week or so ago I got notice that nonpayment had been reported to a credit reporting agency and even though the former assessed late fee had been removed, they had not processed my requested payments ( even though a message on " pay by phone '' indicated that I had made a XX/XX/XXXX pay which was still being claimed as unpaid ). 

8. I attempted to resolve by phone and had to insist that I speak to a manager and was given " resolution specialist : XXXX XXXX '' and told to email info showing I had enough money in the bank to have covered my payments to XXXX or they would not repair my credit. I did so on XX/XX/XXXX. My bank statement is evidence. 

9. XX/XX/XXXX There has been no response to my email and phone calls so I decided that I would make payment by check. I had been wary of doing so in fear that Chase would finally follow my online and phone instructions to make payment as well as cashing my checks meaning that they would collect double. 

10. Even when, and if, my checks are cashed by Chase, there is no assurance that they won't charge me additional interest, late fees and not remove their erroneous reporting of nonpayment even though I had tried diligently to pay. Rather than responding to my repeated requests for them to take payment from my checking account, they keep sending mailings ( even overnight ) apparently trying to coerce me into signing a fulfillment contract with additional fees. This feels like a scam on the elderly.

Company response to consumer: Closed with explanation