Consumer complaint received 2019-07-09 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: JPMORGAN CHASE & CO.
State: IL

Complaint narrative:
My mortgage was switched from XXXX to chase back in XXXX of this year. Since I have have been with chase I have had only two payments go through. the other five have not. I have talked with numerous employees through out this situation. And each time was the same I gave them my routing number off my check as well as the account number that the funds were being drafted. Only XX/XX/XXXX and XX/XX/XXXX were the only times it was drafted out. I have used their automated service as well as talked to a live person. I called in and waited and checked my account three days later each time and nothing was withdrawn. I have repeated that information many times and have had them repeat it back to me. Each time i was told when it happened that there was an error. The routing number was wrong and and my account had insufficient funds and the account could not be located. Finally I called the executive office at chase in XXXX XXXX and talked to a Mr. XXXX XXXX who is a manger in the executive office. I told him the situation, gave him all the information. Sent him the faxes he needed in regards to my account so he could verify they were active and there were funds. I even made my XXXX payment with him and he told me he would look into it and follow my account. On XX/XX/XXXX, I was told that chase could not find my routing number and it came up as an error and my account could not be located. He also mentioned that when the mortgage was drafted out in XXXX it was taken out by my banks routing number and not my routing number attached to my account. I asked him if my payment had gone through and when he looked he said it had not and I would still have to make XXXX payment. 

On XX/XX/XXXX I called and talked to someone and made a payment. I waited three days and nothing was drafted out. I called again today and spoke to XXXX and once again I was asked what my account number was and my routing number and was told it had not been drafted out on the XXXX of XXXX, even when I called on the XXXX. of XXXX. I asked her why it was not taken out and was told it was not the right account and it wasnt active. so once again I had to make another payment for XXXX and I have not been able to make XXXX payment yet and will have to do so later in the month and will probably incur late fees because of this. 

These are the people I have talked to : XXXX XXXX-Manager XXXX ext. XXXX XXXX XX/XX/XXXX XXXX ( teller ) XX/XX/XXXX XXXX XXXX ext XXXX XX/XX/XXXX Mr. XXXX XXXX XXXX ext. XXXX XX/XX/XXXX XXXX ( teller ) they processed my Payments for XXXX on the XXXX and for XXXX on XX/XX/XXXX. 

This is the timeline how things progressed : XX/XX/XXXX I called into the automated system. ( XXXX mortgage payment ) XX/XX/XXXX chase called asking where my payment was XX/XX/XXXX it was processed XX/XX/XXXX was returned XX/XX/XXXX talked to XXXX at XXXX XXXX XX/XX/XXXX it came back as non sufficient funds XX/XX/XXXX called into automatic system ( XXXX mortgage payment ) XX/XX/XXXX sent back as non sufficient funds and chase was unable to locate my account XX/XX/XXXX called talked to person to process XXXX '' XXXX payment XX/XX/XXXX talked to XXXX again processed payment with him XX/XX/XXXX XXXX called needing faxes of my statements to verification purposes XX/XX/XXXX talked to XXXX XXXX again told me what he found out and payment had still not gone through and would have to make it again XX/XX/XXXX Called chase at XXXX XXXX  to check and was told they did not have the right account number and it was not active. it was drafted on XX/XX/XXXX but returned on the XXXX of XXXX. so once again i made another attempt to pay my mortgage for XXXX. I talked to XXXX today. 

XX/XX/XXXX I also called the Illinois Attorney General and she gave me the phone numbers and website for the financial professional regulations, And when I called them they gave me the number and website to the OCC and this website. 

I have owned this house I am at for about 15 years and have never had this much problems with any bank. I am annoyed and frustrated and do not want to deal with chase anymore. They are incompetent and are not on the same page with their employees. Its ridiculous how many times this has happened and no one helped me at all. I want them to be liable and culpable to what they are doing because it is flat out wrong and they do not know what they are doing. If you need anymore information you can reach me at : XXXX ( email ) XXXX Sincerely, XXXX XXXX

Company response to consumer: Closed with explanation