Consumer complaint received 2018-08-15
Company: JPMORGAN CHASE & CO.
State: CA
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Incorrect information on your report
Sub-issue: Account information incorrect

Complaint:
Chase Cardmember Service RE : XXXX XXXX XXXX Account ending in XXXX When viewing my Chase accounts online on XX/XX/XXXX, I saw a note saying I needed to contact Chase immediately about this account. I called Chase right away and was informed for the first time that my payments for XXXX, XXXX, XXXX, XXXX and XXXX were rejected by XXXX XXXX XXXX. Upon hearing this I paid the balance in full for each of these months. The total amount I paid was {$330.00} which posted on XX/XX/XXXX. 

The online payments I had completed at chase.com were denied because two digits of the checking account number at XXXX  XXXX XXXX were transposed. This situation has severely damaged my credit report rating. I was never contacted by Chase by phone or letter until after going on-line as stated above on XX/XX/XXXX. Chase informed me that the only way they will remove a late payment is when a bank provides me a letter on their letterhead stating that the bank made an error, and they require a person 's name and phone number to make sure the letter is authentic. 

After a month of phone calls to  XXXX  XXXX XXXX and Chase, I discovered that I had transposed the last two digits of a new XXXX  XXXX XXXX checking account number when I was paying my Chase credit card on www.chase.com. My XXXX XXXX XXXX checking account was hacked and I had to open a new checking account on XX/XX/XXXX. I asked Chase why I wasn't notified about a problem with each of these payments until XXXX and they told me XXXX XXXX XXXX had paid them and then they ( Chase ) had to refund them all back to XXXX XXXX XXXX. When discussing this concern with XXXX XXXX XXXX, they told me that Chase had been informed within three days from the date that I had made the payments online. XXXX  XXXX XXXX verified that Automated Clearing House ( ACH ) information for me. This is when it became apparent that I had not been notified by Chase in a timely manner. XXXX  XXXX XXXX provided me ACH tracer numbers which I am happy to provide. 
I have a letter from Chase dated XX/XX/XXXX regarding my payment on XX/XX/XXXX for {$140.00} saying it was returned unpaid because this bank account can not be used for electronic payment. I then received four more letters each dated XX/XX/XXXX : 1 ) States my payment for {$10.00} scheduled for XX/XX/XXXX Unfortunately was returned to us unpaid because this bank account can not be used for electronic payment and to please send a replacement payment 2 ) States my payment for {$45.00} scheduled for XX/XX/XXXX Unfortunately was returned to us unpaid because this bank account can not be used for electronic payment and to  please send a replacement payment 3 ) states my payment for {$92.00} scheduled for XX/XX/XXXX Unfortunately was returned to us unpaid because this bank account can not be used for electronic payment and to please send a replacement payment 4 ) states my payment for {$140.00} scheduled for XX/XX/XXXX Unfortunately was returned to us unpaid because this bank account can not be used for electronic payment and to please send a replacement payment By the time I received these letters from Chase, which was their first communication to me directly, I had already paid them! 

XXXX  XXXX XXXX provided me the ACH tracer number for each of the transactions listed below, along with the paid date and most important the date Chase was informed they were rejected by ACH/XXXX XXXX XXXXXXXX. 

Date Paid Date Denied Amount " ACH Notice to Chase XX/XX/XXXX XX/XX/XXXX {$10.00} XX/XX/XXXX XX/XX/XXXX {$45.00} XX/XX/XXXX XX/XX/XXXX {$92.00} XX/XX/XXXX XX/XX/XXXX {$49.00} XX/XX/XXXX XX/XX/XXXX {$140.00} I am happy to provide information that XXXX  XXXX XXXX has provided me. They have to be cautious in what they did provide because the transposed numbers are somebody elses account. They informed me that Chase was indeed notified right away of a rejection problem on each one of these payments and that Chase knows how to contact ACH to verify each of the rejection of payments and more importantly the date of each on of them. I am happy to provide the tracer numbers at your request as well. 

Per instruction from Chase, I provided the documentation from XXXX XXXX XXXX Customer Resolution Team and it is on XXXX XXXX XXXXXXXX letter head. I also provided them a contact at XXXX XXXX XXXX with phone number to verify this information accordingly. 

Chase has said they will only reverse these late payments when a bank states they made an error. From the information I received regarding the payment rejection and notification from ACH, it is clear that Chase made an error because they didn't notify me in a timely fashion. Had they notified my on the first one, I would have corrected the issue and the following payments would have gone right through. XXXX XXXX XXXXXXXX also provided me a letter stating the amount of each payment and the fact they were not asked to be paid from my checking account and if they had I had sufficient funds to pay the transaction ( s ). 
In addition, Chase knows and can clearly see my payment history. I make my payments on time and have since I opened this credit card in XXXX. 

Chase has not informed me the date that each payment was rejected. They only defend the action they have taken without any discussion. I made immediate resolution the first time was was aware there was a problem. Therefore Chase was not without secured payment even if they had to return payments to XXXX  XXXX XXXX. This is an unusual problem and I ask for consideration to be provided.

Company response to consumer: Closed with explanation