Consumer complaint received 2024-03-11 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Escrow, taxes, or insurance
Company: JPMORGAN CHASE & CO.
State: WI

Complaint narrative:
XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX WI XXXX Loan # XXXX XX/XX/XXXX we signed our original loan agreement and elected to have our mortgage company pay the taxes by XX/XX/XXXX of each year. 


XX/XX/XXXX we were notified by Chase that our loan had been transferred from XXXX XXXX to Chase effective XX/XX/XXXX. 

XX/XX/XXXX we made our last mortgage payment to XXXX XXXX  in the amount of {$2500.00}. 

XX/XX/XXXX loan transferred to Chase with an escrow balance of {$7800.00} XX/XX/XXXX Chase paid our homeowners insurance from the escrow in the amount of {$1500.00} leaving an escrow balance of {$6900.00} XX/XX/XXXX we made our first mortgage payment to Chase in the amount of {$2500.00}. 

XX/XX/XXXX We received our property tax bill showing our balance due was {$6500.00}. I was never informed by Chase that I needed to submit a bill to them myself. In the past all my mortgage companies pulled the bill themselves. 

XX/XX/XXXX We made our XXXX mortgage payment to Chase. I was concerned about a short fall for taxes so I sent extra into the escrow account. 
Escrow balance {$7700.00}. If they had paid the property taxes of {$6500.00} correctly in XXXX our escrow balance would have been {$1100.00}. Their required minimum escrow balance is {$1300.00} our shortfall would have been {$200.00} which we could have easily paid to prevent our payment from going up. 

XX/XX/XXXX Chase sent {$3500.00} to the tax authorities with no explanation to us as to why a partial payment was sent. This payment was not received by XX/XX/XXXX. The tax authority received it on XX/XX/XXXX. We can not claim our property tax deduction on our XXXX taxes. 

XX/XX/XXXX We made our XX/XX/XXXX payment in the amount of {$2600.00}. 

Escrow balance was {$4700.00}. 

XX/XX/XXXX We made our XX/XX/XXXX payment in the amount of {$2500.00}. 

Escrow balance was {$5400.00} XX/XX/XXXX Chase did escrow analysis on our account and found that we had an overage of {$2700.00} and issued a check to us. Please note that the escrow analysis statement sent with the check shows the correct amount of property taxes, {$6500.00}, not the {$3500.00} they paid on XX/XX/XXXX. 

XX/XX/XXXX I was doing our XXXX taxes and noticed that no property taxes were paid on my mortgage statement. Losing this deduction means we owe the IRS {$3200.00}. 

XX/XX/XXXX Chase paid the second half of our property taxes in the amount of {$3000.00} to the tax authority. This payment was not due until XX/XX/XXXX. This payment overdrafted our escrow account by {$260.00} XXXX Somewhere in here Chase realized they made a mistake on our property taxes and paid the second portion that wasnt due. 

XXXX I called Chase ( I do not have the exact date ) and the first person I spoke with was VERY confused by my account. The second person I spoke with blamed the tax authority, saying they sent the wrong bill. She informed me that I would need to return the escrow overage check to my escrow account to avoid my payment going up to {$2800.00} per month. I called the XXXX XXXX Wisconsin treasurer and she explained to me that they do not send out tax bills. It would be impossible for them to know which bank had a mortgage on which property. She explained that mortgage companies log in to the system and pull the bills themselves. Chase read the tax bill incorrectly, paid the incorrect amount and paid it late. The treasurer is the one who informed my that my tax payment was received on XX/XX/XXXX so I can not tax deduct any of my XXXX property taxes. She had not received the {$3000.00} payment when I spoke to her but she also thought it was odd they would pay it in XXXX when the second half is not due until XX/XX/XXXX. She also told me no corrected tax bill was issued for my property. 

XX/XX/XXXX I received the {$2700.00} escrow overage check and deposited it in my bank. It is being held currently for clearance. 

XX/XX/XXXX Received a call from Chase as a follow-up to my call. The first man I spoke to claimed the same thing, that XXXX XXXX sent them the wrong tax bill. I explained to that gentleman that this was a lie, the tax authority doesnt send bills and that Chase read the bill incorrectly. Then he said Chase paid on XX/XX/XXXX which was before the due date of XX/XX/XXXX. I informed him that at our loan closing we elected to have our mortgage company pay the taxes by XX/XX/XXXX each year. He then transferred me to XXXX in the tax department. When I explained the situation to XXXX and that I wanted Chase to pay my IRS bill since they were in error for not paying my property taxes as directed in the original loan documents, XXXX informed me that XXXX XXXX should have paid our XXXX taxes even though the loan was transferred to Chase in XX/XX/XXXX. I asked to speak to her supervisor after that and was left on hold for XXXX minutes approximately and then they hung up on me. 

XX/XX/XXXX Received a letter from Chase stating a tax payment was made on my behalf of {$3000.00}. 

XX/XX/XXXX I received a text message from Chase saying they had an update on my account but I did not call back. 

XX/XX/XXXX We made our XX/XX/XXXX mortgage payment in the amount of {$2600.00}. 

XX/XX/XXXX Spoke with mortgage escalations twice on this date requesting a call back from someone in management to explain to me what happened and to apologize. I also requested money to pay my tax bill with the IRS. No one has called me. 

XX/XX/XXXX {$3000.00} posted to the property tax account by the XXXX XXXX XXXX.

Company response to consumer: Closed with explanation