Consumer complaint received 2022-04-29
Company: JPMORGAN CHASE & CO.
State: PA
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:
I contacted JP Morgan Chase Bank about an old auto loan on XX/XX/2022. I had told them my situation & asked them how I could get rid of the balance on my account because I am XXXX & finally found a program to help me with buying a home. But my debt to income ratio was too high with this old loan on it. Back story, I was told years ago if I voluntarily repossessed my car back to Chase, I would not be responsible for the balance. Yet, later I received a letter in the mail saying a balance for what they didn't get at auction and told me I owed. I was lied to then and hence this balance. So the day after I emailed them in XXXX they emailed back for me to call them with more information. I did so and after I believe another phone call they had reached a settlement of {$1100.00} out of the {$4500.00}. He verbally told me they would remove the rest of the balance if I paid that lump sum and that would help with my debt to income ratio & credit score. I had until XX/XX/2022 to pay them. He gave me a number to contact a department to set up payment. I then contacted thar department on XX/XX/2022 and they told me I had no settlement set up. I gave them all the information from the days prior & finally they just set up a new arrangement for the same amount. They agreed again to remove the rest of the debt/remaining balance if I paid {$1100.00} by XX/XX/2022. I was a bit worried this time and asked for a written agreement. They agreed and she said she would get it out right away & I made sure they had all my information to send by mail. Days go by and there is nothing in the mail. Finally I call and receive no calls back. I kept calling & finally get XXXX back on the phone & she informs me she sent it out on XX/XX/2022 ( a week after our call, even though they only give you a month to pay it. ) I then asked if she could just email it because I was getting worried about it getting to close to the day it was due & my situation was urgent needing to be able to move asap. More days go by & still nothing. No mail, no email of agreement. I then email a few more times to both XXXX from Executive Office whom set up the first settlement, and Calling XXXX who helped with the second settlement agreement. Nothing for days. Finally XXXX sends me one by email. I still have yet to receive that first by mail. Though this agreement is not in my name or my address. I inform him it's not addressed to me so I could not use that for MY debt. Again I call and call and it takes a couple days for that and now its XX/XX/XXXX. Mind you I was told that I couldn't pay by mail because it takes 30 days to mail and it was due XX/XX/XXXX, so I would have needed to mail it the day I set up the agreement for the 2nd time. ( Also XX/XX/XXXX was a Sunday so that wouldn't do me any good either. ) I was starting to really worry at this point. I also had questions because the agreement said pay by mail when I was informed I couldn't pay by mail, and that took many attempts to finally get a clear answer about, just like everything else did. I then get emailed a new copy on XX/XX/XXXX. This states in writing they would remove the rest of the balance if I paid that {$1100.00}. Since I finally had someone at Chase tell me to XXXX XXXX it, because it would be instant, I go immediately that night and do it. I even called XXXX as I was there to ask a question & let her know I was there paying it. She said she would look for the payment tomorrow and call me. I had asked for a receipt to be mailed to me once I sent it. The next day I called because I heard nothing from XXXX & knowing it should be instant, but of course was told it wasnt there. This went on for over a week. I was told my payment wasn't there. This whole time they knew I was in a time crunch and me & my kids could become homeless. They lied about it not being there. I finally called XXXX XXXX & they told me Chase had received it instantly on XX/XX/2022 and gave me the confirmation number. This was now XX/XX/2022. I tried calling them back again but like on many occasions once I gave my name the department closed early again! It was odd that happened many times throughout this situation. So when I called Chase back the next day with this new information the girl who picked up could not understand why no one could find it because it was there. She was obviously very confused. Then I was given the run around about when It would be applied to my account & when I could have my receipt. They said the person wasn't there to apply it but I would have it no later than that Monday or Tuesday. Of course that came and went. Then that Wednesday they told me it was escalated and would only be a " few more days '' but I was told prior it would it only take a day to apply. Every single thing was one mess up after another. Then I find out when they were saying my payment wasn't there they had already reported it to the Bureaus. So it was just a flat out intentional lie. Now mind you they finally do send me a letter saying my account is settled after I told them how they were discriminating against a XXXX woman. This was well into halfway through XXXX at least. But then it comes time for my credit report. My credit report has a " new '' balance of {$3400.00}. That's the amount they were to remove. There should be no balance because we came to a settlement and I held up my end of the deal. In the status they wrote, " Charged off {$4600.00}. '' ( The beginning balance was only {$4500.00} and then I payed the agreed settlement amount of {$1100.00} so not sure where they got this amount. ) Then the next comment says, " {$3400.00} late as of XX/XX/2022. '' I can NOT be late because I am paid! We are settled! I tried to dispute and they left the balance! They left all the manipulative, deceptive comments except changed the last part to " PAST DUE as of XX/XX/2022. '' Again I am not past due with anything! We had a settlement agreement! What they have done since the beginning was deceived me, then they outright tried to thwart me at every turn. Now they have crossed into illegal territory and I am in need of help! Even on all my credit reports it still shows as a debt but instead it shows the new balance because of the payment I made. This was done purposely, as every step they took was. I have tried to tell them I needed this fixed and I would do nothing and move on with my life if they just corrrected it. I tried two disputes. I pleaded with them and told them they knew I was a single, XXXX mom with XXXX kids and my housing situation was dire. They knew this was the only thing holding me back but they decided to be deceptive, malicious, and downright illegal.

Company response to consumer: Closed with explanation