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HEBER CITY — Heber City resident Kim MacLachlan has been locked in a battle with JPMorgan Chase Home Finance to get her money back on an extra mortgage payment she claims she paid back in December 2009.
"I've lost my temper more than once with them, and they deserve it. This is wrong," MacLachlan said.
She says she has spent hours poring over her financial records to send to Chase to prove she made the extra $430 mortgage payment on her house.
I've lost my temper more than once with them, and they deserve it. This is wrong.
–Kim MacLachlan
"Hours and hours and hours, let alone the things they wanted me to overnight them and fax to them," MacLachlan said. "At one point they said they can't accept any of this by e-mail, so I was doing this at the UPS store."
What MacLachlan is asking for from Chase is the tracking number of the mortgage payment she made to the bank but was reversed back to her account on February 23, 2010.
"I have proof on my bank account where the money came out but nothing ever came back in," she said.
KSL confirmed that with her credit union, Mountain America.
"I have a 15-page printout, e-mail, of all the times they've [Mountain America] called. We've probably done six or more three-way calls with Chase," MacLachlan said. "It just goes in circles."
!["I have a 15-page printout, e-mail, of all the times they've [Mountain America] called. We've probably done six or more three-way calls with Chase," Kim McLauchlan said.](https://img.ksl.com/slc/2495/249504/24950457.jpg?filter=kslv2/inline_lg)
Some of the paperwork she shared with KSL News are letters from Chase telling her an investigation has been opened. Other letters are from the banking giant telling her the mortgage payment was returned back to her account.
Each time she receives something in the mail, McLachlan says she picks up the phone and calls Chase Customer Service to tell them Mountain America Credit Union had not received the funds.
"It's somebody different every time," she said. "Then, they just come back and say, ‘We'll have to investigate this. We'll get back to you in 10 days.'"
But the dispute has dragged on for nearly two years without any resolution.
MacLachlan says the reason she hasn't given up is more because of principle than the actual mortgage payment she made. "It's not a large amount of money, but they just keep pacifying me and think that I'm going to give up," she said.
KSL News spoke with a Chase representative who said the company is looking into the matter and, if it is responsible for the error, Chase will credit MacLachlan's account.
We also spoke with Mountain America Credit Union. representatives there have credited MacLachlan's account while they too investigate why the reversal did not come through.
Email: lprichard@ksl.com
