Consumer complaint received 2020-08-04
Company: JPMORGAN CHASE & CO.
State: NY
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Problem with a credit reporting company's investigation into an existing problem
Sub-issue: Difficulty submitting a dispute or getting information about a dispute over the phone

Complaint:
Hello CFPB My complaint is with JPM Chase Credit Card Services. 

Recently there was a missed cc payment on my account in the month of XX/XX/2020 as I am stuck in XXXX since XX/XX/2020 without knowing or not sure When and for how long I will be stuck in XXXX and without good internet services. ( Stuck due to COVID-19 Lockdown ) On XXXX, 2020 I got to know from my XXXX XXXX   Credirt report that JPM penalised/reported my account to XXXX   Credit beareau as 30 days delinquent account. As soon as I got to know this, I immediately called XXXX and they advised me to speak to JPM.

Called JPM CC services and they advised me to make the payment, which I did in FULL for the amount of {$1400.00} on XX/XX/2020 to make my account balance as {$0.00}. and the same day, I not only paid Chase CC, I also cleared ALL my CC dues and brought the balance down to XXXX. 


Again, then I called JPM customer service and their Internal credit bureaus supervisor to explain the circumstances under which this happened and that is COVID-19. Its not that, I didnt have sufficient funds to make the payment or even the intentions to NOT make the payment. Unfortunately, I was NOT able to make the payment as I am stuck in XXXX since XX/XX/2020 until present day XX/XX/2020. During regular times ( NON COVID-19 ), my ALL the credit cards are handled by my office located in XXXX, XXXX, NY, XXXX which was also completely under lockdown as well at the same time again due to the pandemic caused by COVID-19. I also requested JPM to remove this red flag from my Credit profile as this mispayment was a result of Natural disaster and not intentional. There were clearly no ways for me to make the payment due to my office under lockdown and no accouting employee working in USA and non avilability of good Internet services in XXXX. The Supervisor advised me of looking into this situation deeply.

Within 2 days, the JPM delinquent reporting was REMOVED from my credit profile and hence my FICO jumped to XXXX points on XX/XX/2020 ( increase of 63 points in one day ) as per XXXX credit report. The only way this is possible if my deliquency account/amount was removed from my credit profile. XXXX also confirmed over phone that this enquiry was removed in XXXX, 2020 and as per them and now its being reported again by chase in XXXX, 2020. XXXX XXXX representative also confirm from my Credit report generated in XX/XX/2020 confirmaing there was no stamp of Delinquent account and the previous red flag shows as IMPROVED with NO Derogatory marks on my credir profile. 

Credit Journey, a link within JPM CC services mobile Application to track consumer 's credit score also confirms and proves that JPM CC account reported as " DELINQUENT ACCOUNT '' on XX/XX/2020 and then it was removed and also confirms and shows proof stating " IMPROVED ACCOUNT '' for the same JPM CC account on XX/XX/XXXX. This also proves by another Credit reporting beareau ( XXXX XXXX ) that JPM 's red flag was removed from my Credit profile. 

Now, upon checking my XX/XX/2020 XXXX XXXX credit report, the same missed payment was AGAIN REPORTED to credit profiles by Chase which I do not understand and honestly, I DO NOT think its FAIR for honest paying credit card customers. 

In my complete tenure of having a credit profile ( over 10 years of History ), I never missed any payment of any CC. I have been building my credit score to but my future and future as on home, equity and desired dream for my family as I truly understand the importance of this credit score in my home country. With Chase 's non human policy of not undertanding the situation / Pandemic caused by COVID-19, My entire hardwork of building my credit is going to be wasted.

Best Regards, JPM CC Customer ( UNHAPPY )

Company response to consumer: Closed with monetary relief