Consumer complaint received 2020-08-03
Company: JPMORGAN CHASE & CO.
State: MO
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Problem when making payments
Sub-issue: You never received your bill or did not know a payment was due

Complaint:
THIS IS NOT A DUPLICATE. THIS ADDRESSES THE PRIOR PERSONAL FINANCIAL PRIVACY ISSUE RAISED BY SUBJECT COMPANY. PLEASE RESPOND. 
I am told by the Credit Card Company that sometime in XXXX, 2020 my account billing was changed from paper billing to paperless billing. I told them that I did not initiate or request such a change and would not do so because we never elect paperless billing for anything for record keeping purposes. I was told by customer service that it is not uncommon that people " mistakenly '' sign up or switch to paperless billing because a pop up will appear on their computer screen and in an effort to close the pop-up the pop-up records a response choosing the paperless request. Obviously the Credit Card Company want paperless billing because it saves them money so they make it convenient for customers to make this " mistake ''. I do not know if that is what occurred in my situation but I do know that I did not knowingly request or consent to paperless billing. I was never notified by letter or phone call that I had been switched from regular billing to paperless billing or that anything on my account had been changed. I had no idea that the change had been made. According to the Credit Card Company we did not pay our bill in XXXX, XXXX or XXXX. Of course we never paid the bill because we never received a bill. Not only did we never receive a bill we never received any notice of the account having a past due balance, was delinquent, or otherwise had an issue. The account had been open for years and not once did we fail to make a payment. Then notwithstanding that history, when the account was somehow switched to paperless billing without our knowledge we suddenly decide to quit paying? It was suggested by customer service that we should have called the Credit Card Company and asked why we didn't get a bill. This is a card we do not use very often so the fact no bill arrived was nothing we altered to. For years, every single time we received a bill from them it was paid, in full, prior to the due date. Every single time. Then a couple of days ago, we submitted a mortgage refinancing application and it was rejected ( by the same Credit Card Company ) based on a bad credit score. Up until this incident our credit score was extremely high ... .near, if not perfect. Only by checking into what caused the credit score problem did we learn about this problematic account. The day we figured out the problem we paid the amount in full including onerous late fees, interest and charges. We immediately called the Credit Card Company to fix the credit problem caused by the Company reporting me to the Credit Companies. I was told there was nothing they could do for me. To sum it up the Credit Card Company 1.  Changed my billing preference from paper to paperless without my knowledge or knowing consent, 2. Never confirmed by letter or phone call that I actually changed or wanted to change my billing preference, 3. Never sent me a bill after XXXX, 4. Never notified me ( letter phone call or email ) that I had a pass due/delinquent account, 5. Never made any attempt to contact me to let me know there were issues with the account notwithstanding I had never missed or been late on a payment previously. 6. Reported me to the Credit people without ever attempting to contact me, and 7. Now refuses to fix the issues relating to my credit because according to customer service there was no " bank error ''. I couldn't disagree more. The remedy I am seeking is a total repair to my credit score.

Company response to consumer: Closed with explanation