Consumer complaint received 2024-11-11 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Escrow, taxes, or insurance
Company: JPMORGAN CHASE & CO.
State: TX

Complaint narrative:
Below is the letter I wrote to the bank. I received assistance from my local bank, but when I call Chase Mortgage, they can't provide true answers to close my concerns. 

First Concern : Chase misapplied my mortgage payments and put them into escrow, I fought with Chase on XXXX different occasions to get my payment reapplied. At the end of the year Chase applied {$1500.00} into my escrow. I was told by XXXX XXXX that the funds would be return to me at the end of the year. Called Chase in XXXX of XXXX because they had note returned the funds. Chase instead paid TAXES with the funds they should have return to me in XX/XX/XXXX. After I requested that I be removed from Escrow, Chase only returned half of the funds in Escrow. I was told there were fees, that were never explained. I didn't have fees at the end of the year and by law, the balance in the escrow should have been paid in back in full. I am still expecting my balance with interest. 

Second Concern : When I requested that Chase remove me from Escrow, it was in XX/XX/XXXX. When I learned that Chase approved taking me off Escrow it was in XX/XX/XXXX. When Chase actually removed me from Escrow, they reversed payments for the year...? Chase never explained anything about the payments made to Escrow in the first quarter of the year ( XXXX - XXXX ) XXXX. I paid more in taxes and never received a refund Chase owe me {$3000.00} plus dollars in Taxes for XXXX, and they owe me for Taxes that I paid to Escrow in the first quarter of XXXX. 

To : XXXX Cc : XXXX Subject : Mortgage Acct. 
Importance : High Hello XXXX and XXXX, Thank you for all of the assistance youve provided regarding the number of misapplied payments to my mortgage account. According to Chase Escalation Team, I am officially waived from escrow effective XX/XX/XXXX! However, I am still frustrated with the lack of communication, transparency and detail from the escalation team related to how they separated the account, if I owe chase for payments made in full to the insurance company and property tax, or if Im due a refund Not to mention the disagreement with the {$1500.00} left in escrow at the end of XXXX. Escrow funds that should have been refunded back to me, but instead was used to pay taxes. More so, after the escalation team removed me from escrow, the used the escrow funds for other payments that I do not understand. According to the escalation team, I will receive an escrow refund of {$760.00}. **, my mortgage is paid through XX/XX/XXXX, and the most disturbing part of all is, XXXX escalation staff member told me in XXXX that my XX/XX/XXXX payment was paying for XX/XX/XXXX, yesterday, I was told by another team member that my last payment paid for XXXX and XX/XX/XXXX. 

XXXX XXXX, when we spoke about the request to waive escrow, the plan was to continue making payments until the waiver was approved by Chase Mortgage. Yesterday, I was told that XXXX and XXXX payments were processed without escrow. Surprised! 

Moving forward, please answer XXXX question for me. Is my monthly mortgage rate {$810.00}. ** or {$720.00}. ** a month? I will no longer pursue answers to any of the concerns above, for its truly been taxing on my time. I have been frustrated with Chase Mortgage process since I changed from making monthly payments to bi-weekly payments. Today, I want my life back! I quit! Please answer what my payments will be moving forward, I will prepare to pay the taxes and insurance for the year, without Chase Mortgage assistance.

Company response to consumer: Closed with explanation