Consumer complaint received 2015-06-16 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account — 
Company: JPMORGAN CHASE & CO.
State: NY

Complaint narrative:
XX/XX/2015My wife and I have a Mortgage held jointly. However we bank separately, she has a Chase account and I a XXXX account. We both write a check from our individual checking accounts to pay our mortgage with Chase, account number XXXX. 
On XXXX XXXX, 2015 my wife walked in the payment to a Chase Branch and handed both checks to the teller. A few weeks later we receive a letter from Chase telling us our account is delinquent. That XXXX of the checks, my check from my XXXX account, was an ISF check. I knew that was a lie because I had the funds to cover my check plus {$6000.00} worth of overdraft protection. More than enough to cover a {$770.00} check. I started to investigate and saw that our mortgage account was credited for the full payment on XXXX XXXX 2015, and then 6 days later it was reversed and labeled a " Misapplied Payment. My wife noticed her check cleared her account but my check was never presented to XXXX for processing. I called the Chase help desk and explained that my check was not an ISF check and asked where my check was. No one could tell me. They also said an investigation can take three weeks. I asked to speak with Supervisors and went through XXXX individuals, the last of which changed the alibi from a ISF check to that XXXX refused to process the check. XXXX told me my check was never presented for processing. Still no sign of my check. Now Chase hit my credit report with a negative post as being Delinquent. My credit rating went down by XXXX points from an " Excellent '' to a " Good '' rating and all of this without any indication of what happened to my check that was handed to a teller at Chase branch in XXXX New York. Meanwhile Chase had my wife 's check of {$770.00} and did not credit our mortgage account with those funds. I finally reached an Assistant Vice President by the name of XXXX XXXX. Within an half hour she saw that it was a Bank error and told me the scanner at the branch was not able to read the numbers on the check accurately and the teller should have realized the problem right away. XXXX XXXX told me that Chase would reverse all negative postings to my credit report and that all I needed to da was provide Chase with another check, which I did on XXXX XXXX, 2015. 
How can a bank hit your credit report in a negative manner without even concluding an investigation? I have heard stories of people have major problems with correcting errors on their credit report, is Chase going to help me with this problem if it occurs. Chase should be fined due to their lack of professional behavior with this issue. Labeling my payment as an ISF entitled them to collect fees and this was the first excuse for the problem which turned out to be an error on the banks part. Up to this date, I still do not have my original check, copy or hard copy. Should I put a stop payment? Is Chase going to pay the fee for the stop payment? Ridiculous, the public bails out these banks and they continue to behave in a way that only is to their benefit. I need them to be held accountable.

Company response to consumer: Closed with explanation