Consumer complaint received 2025-12-26 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Escrow, taxes, or insurance
Company: JPMORGAN CHASE & CO.
State: MD

Complaint narrative:
Issue : Failure to Timely Disburse Property Taxes from Escrow and Resolve Servicing Errors Property Address : XXXXXXXX XXXX XXXX XXXX XXXX XXXXXXXX, MD XXXX. 

Loan Account Number : XXXX. 

Summary of Error : Chase Mortgage failed to pay the full property tax amount due, despite maintaining sufficient funds in my escrow account. While Chase made a partial payment of {$1100.00} on XX/XX/year>, they failed to disburse the remaining balance. This negligence resulted in a valid delinquency and the assessment of non-waivable penalties and interest by XXXX XXXX. 

Chronology of Failed Resolutions : 1. XX/XX/year> : I contacted Chase ( XXXX ) to report the delinquency ( Case # XXXX ) and provided notice of the XXXX XXXX letter dated XX/XX/year>. Chase closed this case without resolution or notification to me, incorrectly claiming no issue existed. I only discovered the closure upon following up. I explicitly informed Chase that the property is not a principal residence and required full tax payment. 

2. XX/XX/year> : I spoke with XXXX, who opened a new case ( # XXXX ) linked to the previous one. I reiterated the property status and the need for full payment. Chase promised an escalated resolution within seven business days.

3. XXXX XXXX XXXX  : I made repeated requests through customer service ( XXXX and XXXX XXXX and escalated the matter to XXXX, XXXX, and supervisor XXXX XXXX. Despite a Corporate Office investigation ( Case # XXXX ), Chase failed to issue the payment. XXXX promised daily status updates and voicemails, yet failed to provide any follow-up. I informed supervisor XXXX XXXX that communication from Chase had ceased entirely. 

4. XX/XX/year> : To prevent a tax lien sale and further accrual of interest, I personally paid the remaining balance of {$1200.00} ( including {$59.00} in penalties and interest ) to XXXX XXXX. Payment Confirmation Number : XXXX. 

5. Current Status : Upon requesting reimbursement ( Case # XXXX ), Chase cited a 14-day " research '' period and up to 90 days for a refund. This delay is unacceptable under RESPA timelines for correcting disbursement errors.

Conclusion : Four separate cases across multiple departments, including the Corporate Office, failed to resolve this delinquency over a period of months. I was forced to use personal funds to bring the balance to {$0.00} and remove the delinquency. Throughout this process, Chase provided inconsistent and contradictory stories, claiming there was no issue, blaming XXXX XXXX for non-responsiveness, or citing " system issues ''. This lack of consistency and failure to act demonstrates a clear pattern of negligence. 

Desired Resolution : I am seeking immediate direct reimbursement of the {$1200.00} I paid out-of-pocket to cure Chases error. Furthermore, due to the documented pattern of non-compliance and the significant time spent resolving this from abroad, I am seeking {$2000.00} in statutory damages as provided under 12 U.S.C. 2605 ( f ).

Company response to consumer: Closed with explanation