Consumer complaint received 2017-08-04
Company: JPMORGAN CHASE & CO.
State: VA
Product: Vehicle loan or lease
Sub-product: Lease
Issue: Problem with a credit reporting company's investigation into an existing problem
Sub-issue: Problem with personal statement of dispute

Complaint:
Early in the morning of XX/XX/XXXX my father-in-law, XXXX, XXXX XXXX. At this time, my husband and I were faced with many difficult decisions as it came to settling his estate, caring for my aging mother-in-law, and organizing XXXX services. Upon making arrangements with the XXXX XXXX for the XXXX, my husband I were informed that XXXX  services would not be provided unless the payment was made in full, on that day. At this point, since my in-laws were living on a fixed income with no money in savings, my husband and I were forced to pay the {$10000.00} XXXX bill to ensure proper services and a XXXX plot. To add additional stress to our financial hardship, my mother-in-law, XXXX, was required to wait to receive her monthly income from the XXXX XXXX XXXX XXXX and the Social Security Administration until all necessary documentation regarding XXXX XXXX was processed. In addition to the expense of XXXX XX/XX/XXXX, my husband and I were now also financially responsible for XXXX as well, ensuring she had a place to live and food on the table. To further explain the burden we have experienced, XXXX had not received any type of income in between her XX/XX/XXXXSocial Security check and XX/XX/XXXX. We were 100 % responsible for providing the necessary support to her.
On XX/XX/XXXX I contact the Customer Service Center to speak with a Representative regarding our family situation and my XX/XX/XXXX payment. We spoke about my family situation and set up a promise to Pay agreement. At the conclusion of this call, I believed based on my conversation, that I was required to make a payment on my account prior to XX/XX/XXXX. If this was completed, the late payment would not be reported to the credit agencies. In order to guarantee that the payment processed in time with the payment agreement I had made, I processed a payment on XX/XX/XXXX. I did so to ensure any issue with this payment would be able to be resolved before Close of Business XX/XX/XXXX.
On XX/XX/XXXX, I received an email that there was a change to my credit score. Upon review, it became apparent that a 30 day late payment had been reported by Chase. I immediately contacted Chase Auto Financing to settle this issue, believing it was reported in error since I had adhered to the terms of my Promise to Pay agreement. Below you will find the timeline of my inquiry and communication with your Chase Customer Service Team XX/XX/XXXX ( Monday, XXXX XXXX ) - I placed a call to the Customer Service ( XXXX ) and spoke with several different individuals. Eventually I was placed in contact with XXXX XXXX. XXXX listened to my situation and told me she would file a ticket to have my called review. I was told by XXXX XXXX that the review process takes 24-48 hours, so I would hear back from her on Wednesday ( XX/XX/XXXX ), or Thursday by the latest.
XX/XX/XXXX ( Thursday, XXXX XXXX ) - I placed a call to follow up since I had not received a call back in the anticipated time frame. The first woman I spoke with informed me that a ticket was not filed into the Chase System until Tuesday ( XX/XX/XXXX ) at XXXX XXXX and I would have to wait until the 48 hours had passed before I could expect a return call. I verified my work schedule and call logs and confirmed that I did not place a call on Tuesday at XXXX because I was in a work meeting and confirmed with my call logs that I placed my initial call on Monday, not Tuesday. I also mentioned that if the call was made on Tuesday at XXXX XXXX, Thursday at XXXX XXXX exceeded the 48 hour timeline I was provided. At this time, my call was escalated and I was put in touch with XXXX XXXX ( XXXX x XXXX ). XXXX listened to my story, verified my information in your system, and told me it looked although no official determination was made, it looked as though an update was entered by XXXX to send update information to the credit bureaus. At this time, XXXX submitted a ticket to have a response on my original inquiry ( Monday, XX/XX/XXXX ) and told me that I would hear back from him no later than Monday ( XX/XX/XXXX ) regarding the resolution to my inquiry.
XX/XX/XXXX ( Friday ) - I contacted XXXX to see if any information had been found on my ticket. XXXX returned my call and informed me no additional information was available at this time, but he would contact me on Monday. XX/XX/XXXX ( Monday ) No phone call received.
XX/XX/XXXX ( Tuesday ) - I contacted Chase and was eventually escalated to XXXX, who I was told was a manager. I explained my situation to XXXX and was assured by this individual that my information had been provided to XXXX XXXX XXXX, XXXX ( XXXX x XXXX ) and she would be contacting me by XXXX EST. XXXX XXXX EST - No phone call had been received XX/XX/XXXX ( Wednesday ) - I contacted Chase and spoke with several individuals, and was eventually connected with XXXX XXXX. I believe that XXXX XXXX spoke very condescending to me making several snide remarks ( interupting me while I was speaking, claiming my concerns were alleged allegations that had yet to be proven, and asked me Why I need this information so urgently anyway? ). As an individual employeed in the XX/XX/XXXX Industry for 10 year, I was put off and asked to speak with someone else, preferably a manager. I was told there was no one else for me to speak to, but his supervisor XXXX XXXX would contact me. I was then put on several holds and at one point was disconnected, not by my doing. After my conversation with XXXX had ended, I received a call back from XXXX XXXX. XXXX explained that my request to have this late payment removed from my credit report was denied. He informed me that my Promise to Pay agreement applied only to calls from debt collectors, and did not pertain to reporting to credit agencies. I understand that the Chase Promise to Pay agreement may not be in regards to the reporting to the credit agencies, but that is not what I was lead to believe upon conclusion of my call on XX/XX/XXXX. Myconcern was not to stop calls from debt collectors, but to ensure that my credit score  remains intact.  If it had been clearly communicated to me that this agreement in no way affect the reporting to the credit bureaus, I would have found a way to make the payment to ensure my late payment history remained pristine. Upon review of my credit report, you can see that I have never had a 30/60/90 day late payment and Ihave never had a 30+ late day payment with Chase . I feel that the systemic miscommunication from the Customer Service team, starting on XX/XX/XXXX and culminating on XX/XX/XXXX is what caused this misunderstanding and resulted in this negative blemish on my credit report. I am asking for Chase to be willing to extend a Goodwill gesture in light of the circumstances of my familys extenuating circumstances and financial hardship. In an effort show my sincere apology and desire to ensure this does not occur again, I am prepared to set my account on an automatic debit to ensure all timely payments moving forward. I truly appreciate the time you took to read this information and look forward to hearing your determination soon.

Company response to consumer: Closed with explanation