Big Bank Mix-Up

These days, thousands of people are struggling to make their mortgage payments, and to make them on time. But what if your last month's payment never made it to the books?

Janet Flora has been a loyal Chase Bank customer for over 12 years. Last month, she visited her local Chase branch to make a mortgage payment in person. She thought she was squared away... up until the phone calls starting rolling in. At first, Janet says bank representatives were calling to inquire about another person's debt... not Janet Flora's, but that of another Chase customer by the name of Flora Jones. Eventually, the calls for Flora Jones transpired into calls regarding Janet's own account. That's when Chase Bank started claiming she never made her mortgage payment.

Janet logged into her online account, wondering if Chase had either failed to debit the payment from her account or had accidentally credited the wrong account. She could see online that the payment had be debited from her account to Chase Home Finance. The account number on the front of the check was correct, as was the information on the back of the check.

After numerous phone call attempts, Janet was finally able to get a live representative on the phone. With a receipt from the bank teller and a copy of the check downloaded from her online statement, she was ready to plead her case. She spent close to a half-hour on the phone, but the conversation went nowhere. Meanwhile, as her frustration was building so were the phone calls. Janet feared someone else's mistake would cause serious damage to her credit score.

Once we got wind of her story, we decided to make some phone calls of our own. Thankfully, Chase Bank was able to resolve the issue in just a day or so. Due to privacy issues, all they could tell us was the the customer's issue has been resolved and that her credit is not affected. As per Janet's request, Chase has since sent her a letter confirming that they had received her latest payment.