Mortgage -- Trouble during payment process -- Complaint #5168629
Complaint Overview
Complaint ID: 5168629
Company: Jpmorgan Chase & Co.
Product: Mortgage
Sub-Product: Conventional home mortgage
Issue: Trouble during payment process
State: California
ZIP Code: 94598
Date Received: 2022-01-31T12:00:00-05:00
Date Sent to Company: 2022-01-31T12:00:00-05:00
Company Response: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Consumer Narrative
XX/XX/XXXX - First call to Chase Bank regarding a {$1700.00} deduction from my checking account. The payment breakdown states 'escrow '. I am now overdraft with no additional money for groceries or child care. I call Customer Service. Customer service explains that Chase paid my escrow account in XX/XX/XXXX. I explained that I paid my XX/XX/XXXX taxes in XX/XX/XXXX and there was no reason for them to pay and there was no communication to me that they were going to pay it. Chase had just purchased my mortgage from XXXX XXXXXXXX XXXX XXXX. I stated that I would like my {$1700.00} back. They stated I needed to speak with someone in the tax department. XX/XX/XXXX - I call Chase Bank XXXX department. I inform them they overpaid taxes on my property and they needed to ask for a refund from the county tax department and also refund the {$1700.00} they took from my bank account. I also asked them to close any escrow account associated with my name and mortgage. Chase stated they can not refund the money until they get the refund back from the county tax collector. I reiterated that it was their mistake and I'm essentially paying for their mistake. They said someone would call me back. XX/XX/XXXX - XX/XX/XXXX - no communication. XX/XX/XXXX, XXXX Chase Bank calls to check in on me from a local branch. I explain the situation, that I have been out {$1700.00} and have been waiting for someone to call me back. The lady on the phone explains that she had no idea and there is no record of any conversation on my account. She puts me in touch with the tax department and we have the same conversation regarding the over payment to the County Tax Collector by Chase. They say, I will get my money back once Chase gets a refund from the county tax collector in XXXX days. I explain, that I am paying for Chase 's mistake and I would like my money back, I have already been short {$1700.00} for XXXX days and I'm going to have to wait another XXXX days before I get my money back- they said to call customer service. Extremely frustrated that a bank the size of Chase can go ahead an basically take ( steal ) money out of my account without any communication or notification. They made a mistake and I'm paying for it. I'm looking for someone to assist as Chase doesn't seem to care the hardship I have been under this past month without money for necessities.
Frequently Asked Questions
What is Complaint #5168629 about?
Complaint #5168629 was filed against Jpmorgan Chase & Co. regarding Mortgage specifically about Trouble during payment process. It was received by the CFPB on 2022-01-31T12:00:00-05:00.
How did Jpmorgan Chase & Co. respond to this complaint?
The company responded with: "Closed with explanation". The response was timely.
What is the risk level of this complaint?
See the risk assessment section for details on this complaint's risk profile.
How do I file a similar complaint?
You can file a complaint with the CFPB at consumerfinance.gov/complaint. Select the appropriate product category (Mortgage) and describe your issue in detail.
Can I see other complaints against Jpmorgan Chase & Co.?
Yes, visit the Jpmorgan Chase & Co. company profile at readthecomplaint.com/company/jpmorgan-chase-co to see all complaints, risk scores, and analysis.
Disclaimer
This analysis is AI-generated based on publicly available CFPB complaint data. It does not constitute financial or legal advice.