Hello Chase, may I speak with the small-details department
Another (yet another) story about Chase not getting the small-details right. These stories don’t seem to be limited to any one area of the products and services they offer. This one happens to be about a mortgage tax and insurance escrow fund.
At first, the customers had their insurance and taxes paid into an escrow account with Chase, and Chase would take care of the taxes and insurance. But the payments slowly grew over time until the homeowners called them to ask what’s up. What was up was that Chase incorrectly collected $4,000 more than it needed to. So the homeowners decided to opt-out of the escrow account.
The problem is, Chase keeps sending them nasty letters (third time now in 3 years) about overdue escrow account payments, for, of all things, their neighbors water bill. The fixed the problem once, and it happened again. They fixed the problem a second time, and Chase is now doing it for the third time.
No used-to-be-a-different-bank excuses here; the loan was originated through Chase.
Ineptitude | admin July 31, 2010
