Complaint Rating:

Company information:
Chase Home Finance
PO Box 78420
Austin, Texas
United States
Phone: 800-582-0542

I had a loan through Chase Home Finance that I had set up automatic payments through their online access. I recently sold this home and paid off the mortgage in full (7/29/09). That evening, I looked at my Chase online access, and I was not able to access the account anymore to check and make sure everything was stopped. Unfortunately, I assumed that that meant all had been taken care of. On 8/4/09, I received an automatic email from my bank that another mortgage payment had been drafted from my account. I immediately called Chase and they assured me that they could put the payment directly back into my bank account within 3 days. On the third day, I called and the story had changed to "we're very sorry for the inconvenience, but we can no longer access this account since it is closed...you'll receive the money within 21 days of your closing date." Oh, and after being hung up on a few times (I was on a land line) and being transferred back and forth between departments for a total of 5+ hrs, they offered to overnight the check when it was released in order to expedite it. I also told them that the address they had on file was wrong and gave them the new one, but they still Fed-ex'd the check to my old address. I received the check today, and it was still short that mortgage payment (it was only the amount that they had confirmed was an escrow refund). I called to get information, spoke with a "Mary" who was unable to connect me with a supervisor because s/he was busy on the phone with other clients (however, she was able to seek advice from this supervisor when she placed me on hold). I told her that I would wait for her supervisor, and she put me on hold, but then I was abruptly disconnected after she confirmed that I would like to wait longer (again, from a land line). I called back and the department was closed for the day.