Consumer complaint received 2020-09-23
Company: JPMORGAN CHASE & CO.
State: TX
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:
I am complaining about a JP Morgan Chase credit card account. I am trying to buy a house, but there is a late payment from XXXX on my credit report. I have contacted JP Morgan Chase four times, and each time they have refused to work with me. This single delinquency is affecting my ability to qualify for favorable mortgage terms. 

I was hospitalized on XX/XX/XXXX for respiratory failure. Within days I was intubated and sedated, and placed into an induced coma. I was put on XXXX XXXX XXXX  -- a XXXX XXXX XXXX XXXX XXXX, that cleaned and XXXX XXXX XXXX outside of my body to give my XXXX and XXXX a chance to rest and heal. I have read that only 30 % of people survive this treatment. I was very lucky. I was in a XXXX   until late XXXX, and then in long-term acute care until the end of XXXX. My last couple of weeks were spent in XXXX  working on regaining my ability to XXXX XXXX XXXX XXXX XXXX XXXX XXXX. I was released from rehab on XX/XX/XXXX. 

My JP Morgan Chase credit card account was due on XX/XX/XXXX. At that point, I was in XXXX XXXX  and being placed on life support. It was thirty days late on XX/XX/XXXX, while I was still in the XXXX. As soon as I was awake and responsive, I worked with my family to take care of my financial obligations. My account was paid and made current by XX/XX/XXXX, even though my XXXX XXXX XXXX XXXX XXXX and I remained in XXXX XXXX. My account was reported to the credit bureaus as 30 days delinquent in XXXX. 

My mortgage company notified me of the derogatory report. I immediately contacted JP Morgan Chase to request they remove the delinquency. I spoke to a customer service agent on XX/XX/XXXX, who was unable to help me. She said that the company is required by law to make accurate reports to the credit bureaus. The implication was that they can't legally remove it, but I know that isn't true. Next I spoke to a credit bureau specialist. She was very sympathetic, but said that JP Morgan Chase is only able to remove reports if they are factually incorrect. 

Next, I went to XXXX and a customer service agent reached out. The answer was the same, " Please know, banks are required by federal law to report accounts to the credit bureaus. '' The agent gave me the customer service number and told me to ask for the Credit Bureau Specialist Unit, and that I may want to ask for a supervisor. Neither were able to help me, saying they can't remove a credit bureau report because of health reasons. I asked the supervisor if there was an ombudsman I could speak with, or if I could communicate with her supervisor, and she said no. 

So, I am complaining. The reason for my complaint is that I did not receive my bill, and the reason or that is because I was in a coma. I am frustrated that Chase will not work with me. I am annoyed that every Chase employee I spoke to deliberately tried to mislead me by insinuating that federal law prohibited them from helping. Please help CFPB, I have no where else to turn. This could cost me thousands of dollars. If necessary I can provide documentation supporting my claim.

Company response to consumer: Closed with explanation