Consumer complaint received 2017-04-08 00:00:00
Product: Mortgage — Other mortgage
Issue: Loan servicing, payments, escrow account — 
Company: JPMORGAN CHASE & CO.
State: AL

Complaint narrative:
My problem begins in XX/XX/2015 when I received a letter from Chase mortgage stating they were going to purchase lender placed insurance for me when I did not need it. I had insurance already. They purchased the insurance anyways and that reflected on my XX/XX/XXXX bill. My mortgage went up nearly {$400.00}. After many many many attempts to fix this mistake that my mortgage company had made I was not successful. I was informed that I had to pay what the statement said. I could not afford to pay more being that I had just gone through divorce. They would not accept any less than they billed me even after explaining the insurance they purchased was not needed and that I could afford to pay my normal monthly payments. I received no help and the bills kept piling up. Chase mortgage has made zero effort to fix this situation. After 5 months of pleading I was finally able to reach someone with an understanding of my situation. She was able to fix this situation and back date my escrow after talking to my insurance company and realizing that chase had made an error and I did in fact have insurance already. However, this did not help the fact that I was months behind and being threatened with foreclosure. They would not accept any payments less than what they were charging me and I could not afford it nor did I even owe them that much. They fraudently and erroneously charged me more than I owed. I made a payment finally for the XX/XX/XXXX bill fearing I would lose my home over this. After paying the bill that was inflated from the insurance they bought I thought the problems would eventually be fixed by chase since they ruined my credit, reputation, and mortgage. They did not. Although after my higher than should have been XX/XX/XXXX payment was made, the monthly charges went back down to what I had paid for prior years. When I attempted to make another payment I was informed that they would accept no less than 2 months of payment since I was behind. I had no idea what I would do! I was behind because they charged me for insurance I did n't need and that I could not afford. So payments continued to be late and foreclosure letters kept flowing in. The only modification or assistance I was offered was a short sale of my home. I have spent thousands of hours trying to fix this issue with reps of chase mortgage with no success. Chase claims they only charged me extra for one month however, I have several months worth of statements to prove that is not the case. I was never given my money back from paying the extra for the lender placed insurance. My insurance carrier has all of the info proving I never had a lapse and all the proof that I NEVER should have been charged for that insurance. Someone made a huge mistake and it is ruining my life! I am so tired of the mail and calls threatening to foreclose on my house. My credit is ruined! All I want them to do is to make right what they have done wrong! 
When I have tried to escalate things to managers they try to blame me for being late on my payments. It was not my fault that I was charged so much for something I did not need and they tried to force me to pay for it. Now I have over {$400.00} in late fees from them and a credit score that has dropped XXXX points because of a mistake by a large bank. Chase needs to bring my account current, remove all of the negative credit reporting, remove the late fees, and give me my money back that I paid on a forced insurance. I want my life back! I have nearly caught up on all of my payments with them but it has been very very difficult. Chase has made no effort to assist in this mess that they created!

Company response to consumer: Closed with explanation