Consumer complaint received 2025-11-05 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:
Our home is nearly paid off and our house payment has always been around $ XXXX {$2400.00} with slight increases over the years caused by higher taxes/insurance rates. Our mortgage has been with JP Morgan Chase for several years. 

In XX/XX/XXXX, our payment jumped from {$2300.00} to {$3100.00} ( +31 %! ). I have been in discussion with JP Morgan Chase about this situation since XXXX, XXXX. After several calls and emails to them with no response or very delayed response, and much back and forth with them and my insurance company, I believe I finally, just now- in XX/XX/XXXX- have some clarity around what happened to cause this increase in our monthly mortgage payment. 

Our property is valued at about {$600000.00}. Through the years our insurance premium has of course risen and today is about {$6000.00}. In XXXX, Chase made XXXX payments to XXXX, our insurance company at the time. The first payment was {$5800.00} made in XXXX, XXXX for our annual homeowners premium. This payment was correct. Then, in XXXX, XXXX, Chase made another payment of {$630.00}, supposedly to XXXX  's per our escrow statement. Chase proceeded to do escrow review on XX/XX/XXXX and based our escrow needs for XXXX off the second {$630.00} payment AND NOT THE CORRECT ANNUAL PREMIUM OF {$5800.00}. Following this review, our payment went from {$2400.00} to {$2300.00}, so not a significant or noticeable change. It wasn't until the XXXX, XXXX escrow review, that Chase recognized their XX/XX/XXXX calculation was in error and hence, had to raise our payment by 31 % to cover the escrow shortfall they created. 

When I first reached out to Chase in XXXX, they told me the escrow shortage was correct. After much back and forth, I asked them to do another review which they finally reluctantly did and got the same result unfortunately. I also asked them repeatedly to explain the {$630.00} payment supposedly made to XXXX. Why was is made? To whom was it made ( my insurance company verified it was never made to XXXX - Chase 's own insurance department also verified it was never paid out )? Why was my escrow account calculated off the {$630.00} payment and not my actual annual premium of {$5800.00}? I asked Chase to send me proof of the {$630.00} being cashed. They said they couldn't do that because it was a " bulk check '' ( a bank can't send you proof of a check being cashed??? ). They then provided a policy # for which the {$630.00} was paid but my insurance broker confirmed that policy # never existed for the subject property, our primary residence. When I asked why our escrow was reviewed using the {$630.00} payment and not our actual annual premium of {$5800.00}, they said it was because a system does the review and an actual human never looks at for accuracy. I was in disbelief. When I asked what could now be done due to their mistake causing us financial hardship, they supposedly went to XXXX XXXX to spread out our escrow shortage beyond XXXX months but said it was denied by XXXX XXXX. At that time, we still had no answers as to the {$630.00} payment. 

After XXXX requests the last XXXX weeks for more information on the {$630.00} payment in question, I finally received information today, XX/XX/XXXX, that the payment was made to XXXX insurance. THIS INSURANCE COMPANY NEVER INSURED THE SUBJECT PROPERTY ( again, my escrow statement said the payment was made to Traveler 's )!! XXXX did insure an investment property we had in XXXX  and sold in XX/XX/XXXX. Chase didn't even question the {$630.00} payment which made XXXX sense after our initial premium had already been paid. Nor did they question doing escrow review against a {$630.00} payment when our homeowners has always been much higher. 

Should we have noticed the {$630.00} payment on our escrow statement and questioned it back in XXXX? Maybe. But for a financial institution to make these mistakes and not be able to give me straight answers ( or even avoid me ) for XXXX  days is unacceptable. I don't know if anything can be done at this pint to reduce our payment, but that would be our goal ( they recently did another review and reduced it a couple hundred $ ). I also want someone at Chase to take accountability for this error, the financial hardship it has caused, not to mention time and stress trying to get answers as to what happened. I want Chase to be held accountable for making sure our payment/escrow and other mortgage clients payment/escrow are correct!

Company response to consumer: Closed with explanation