Consumer complaint received 2026-03-07 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: JPMORGAN CHASE & CO.
State: NY

Complaint narrative:
I am submitting this complaint to request regulatory review and assistance regarding mortgage payments withdrawn from my bank account that are not being credited to my mortgage loan. My mortgage loan is serviced by XXXX XXXX. My mortgage payments are made from my JPMorgan Chase Bank account. On multiple occasions, JPMorgan Chase has debited my account for the full mortgage payment amount. However, XXXX repeatedly states that the payments were not received and therefore have not been credited to my loan. As a result, funds have been removed from my bank account but are not reflected on my mortgage account. At this time, neither institution has been able to explain the location or disposition of these funds. I have repeatedly contacted both JPMorgan Chase and XXXX in an effort to resolve this issue. I have filed complaints with Chase and spoken with multiple XXXX representatives. Each institution directs me back to the other, and neither has conducted or provided a documented trace of the payments after they were debited from my account. One of the most recent attempts on my behalf to resolve this matter occurred on XX/XX/XXXX. On that date, I spoke with XXXX, a representative from JPMorgan Chase Bank, and with a XXXX representative identified by employee ID number XXXX. During this conversation, XXXX from Chase provided ACH trace numbers for several payments that were withdrawn from my account on XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX. These payments were confirmed by Chase as successfully transmitted. Despite this confirmation and the existence of trace numbers, the XXXX representative stated that these payments are not reflected as credited on my mortgage account. This situation raises serious concerns regarding payment processing, funds transmission, and compliance with federal consumer financial protection requirements. Once a bank debits a consumer account for an authorized payment, it has a responsibility to properly transmit the funds and maintain records sufficient to trace the transaction. Similarly, a mortgage servicer must maintain accurate payment processing and account crediting records. The fact that funds have been withdrawn but can not be accounted for by either institution suggests a potential failure in payment processing controls and recordkeeping. This situation is placing my mortgage account at risk of being improperly treated as delinquent despite my having made the required payments. Because these payments were confirmed as transmitted through the ACH network but have not been credited to my mortgage account, I am concerned that this matter may involve payment misapplication, failure to properly process borrower payments, or deficiencies in mortgage servicing controls. I respectfully request that this matter be reviewed for compliance with federal mortgage servicing obligations, including the requirement that servicers promptly and accurately credit borrower payments and maintain complete records of payment receipt and application. I respectfully request that the Office of the Comptroller of the Currency conduct a supervisory review and require JPMorgan Chase Bank and XXXX XXXX to : 1. Perform a full ACH/payment trace for each disputed mortgage payment. 2. Identify the exact routing, transmission, and settlement path of the funds after they were debited from my account. 3. Provide documentation confirming whether the payments were transmitted to XXXX or another intermediary. 4. Ensure that all properly withdrawn payments are credited to my mortgage account without penalty, fees, or negative reporting. 5. Confirm that my account will not be reported delinquent while the investigation is ongoing. I am prepared to provide supporting documentation including bank statements, payment confirmations, ACH trace numbers, and records of my communications with both institutions. Given the seriousness of funds being withdrawn from a consumer account without being properly credited to the intended loan obligation, I am requesting regulatory intervention to ensure a complete accounting of the funds and prompt correction of my mortgage account. This issue appears to involve multiple payments and may reflect a systemic payment processing failure rather than a single isolated transaction. Because these payments were debited from my account through the Automated Clearing House ( ACH ) network, I am formally requesting that JPMorgan Chase initiate a full ACH trace and provide the ACH Trace Number, transmission details, and settlement information for each disputed payment pursuant to their obligations under the XXXX Operating Rules and applicable federal error-resolution requirements. If the funds can not be confirmed as delivered and credited to the intended recipient, I request that the bank treat this matter as an unresolved electronic funds transfer error and immediately investigate, document the disposition of the funds, and provisionally credit my account as required under Regulation E. Thank you for your attention to this matter.

Company response to consumer: Closed with explanation