On June 1, 2010 I made a payment online to Chase Home Mortgage, a division of Chase Bank. Our FHA mortgage was originally held by Freedom Mortgage, but the loan was sold to Chase. I have been either sending a check to them or paying online at their website when I felt I couldn't get a check to them on time. This time, on the 1st of June I made my monthly June payment of 921.13 and received a confirmation number from them online, which I wrote down, and since I had not had a problem with them before, I forgot about it. On the 4th of June, I received a call from my local bank branch of Sterling Savings Bank here in Washington State to inform me that Chase had sent a request for 5 payments instead of one. All on the 3rd. of June. My bank computer system had paid 4 of them and then they caught the 5th one before the electronic system at these banks paid that 5th payment and called me to see if I truly was making that many payments in one day, one at a time to Chase bank, because it had seriously overdrawn my account already and if this kept up it would get even worse. Of course, I told them I had made only one payment to Chase. Besides the amounts Chase had already been paid from my account, when it got into overdraft status, the computer automatically charged me NSF fees of $29 each time. I not only had NSF fees for the payments to Chase, but I also had NSF fees for other bills that are automatically paid from my account, because when they came in, I was already overdrawn by Chase's error. My bank assurred me that if I called Chase and brought it to their attention that their computer system was overcharging me, that they would refund the extra payments. I have called Chase, my bank has called Chase, we have submitted all the documentation requested and it is now 8 days later and not refund. Todays communication with them by my bank ended with my bank being told that they were researching my claim, and it would be 10 more days before they would refund any money. I have not been able to use my debit card for my bank because my account is overdrawn. I don't want to risk getting more NSF fees by writing a check, and I am trying to live on what cash I have on hand until this gets straightened out, which is less than $50 for groceries and gas. I get a social security check later in the month that is automatically deposited, but if this isn't resolved, it will just get swollowed up by the more than $2600 overdraft. My bank is working with me to get the money back into the account ASAP. but Chase should have refunded it already. They not only have the records showing they took out all those payments, they even sent a statement showing them, but their customer service dept. says they have to research it some more to make sure it happened. Bull sh..t!
They want to hang on to the money as long as they can to draw interest on it. Every little bit counts with them. Every little bit to them is a lot to me. My husband and I live on a fixed income of his retirement and my social security, and we still have a mortgage. You would think they would want to encourage people who pay their bills on time by giving them good customer service, but obviously, they don't care. As soon as possible, we are going to refinance with someone else.