Consumer complaint received 2023-07-01
Company: JPMORGAN CHASE & CO.
State: MD
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Problem with a credit reporting company's investigation into an existing problem
Sub-issue: Problem with personal statement of dispute

Complaint:
On XX/XX/23, my husband and I were denied for a vehicle loan due to a delinquency we were not aware of with Chase Mortgage. We have a HELOC with Chase that had been on a Covid forbearance program. Prior to the forbearance, our account was on autopay. When we entered into the forbearance, the autopay was supposed to be suspended and the rep from Chase was supposed to enter in a date that the autopay would resume that would coincide with the end of the forbearance. Chase failed to do this properly. Instead, they cancelled the autopay completely which caused the account to go unpaid for about five months. The worse part is that Chase failed to provide proper notification that our account was delinquent. We are enrolled in paperless statements yet we received no correspondence indicating that the mortgage was at risk of foreclosure and seriously delinquent. We also did not receive anything in the mail. We received no email or text notifications alerting us that there was a problem. Additionally, we discovered that they had been calling the wrong phone number and did not leave any voicemails according to them. I contacted Chase immediately when we discovered the account was delinquent. I paid the past due in full and asked them to explain how this happened and why we weren't properly notified. The rep said admitted that this should have been handled differently and that the autopay should not have been cancelled if I did not request it be canceled. I asked the rep if Chase would consider removing the derogatory remark from my credit since this was clearly a misunderstanding and miscommunication that largely their fault. The rep said they would escalate the case to try to get a resolution. A few days later, I was informed that Chase investigated and decided that they would not remove the derogatory remark on our credit. This was very upsetting because it felt like they were not taking responsibility for their error. Instead, they were shaming me and making it seem like I should know how to pay my bills and ensure my bills are paid each month. I told them that this was not fair and did not show they value their customers or have any compassion. My husband and I are retired and will have difficulty bouncing back from this mortgage delinquency. This did not have to happen like this and Chase was not cooperative at all. I asked Chase to please provide me with proof that they did the proper notification and they refused to provide me with any copies of letters they claimed to mail and they refused to reforward me any emails they claimed they sent me. They said the only way they would provide me this information was with a court order. XXXX reps from Chase were on a recorded line admitting that Chase made a mistake but the escalations department ignored this and insisted that they were correct and within their right to report us delinquent. This type of derogatory remark is devastating and unfair given the circumstances. Had Chase done the proper procedure, the mortgage would have never missed a payment because autopay would have been reinstated when the forbearance was over. I've been a customer with Chase for a long time was shocked that this is how they decided to handle my concerns. I would like to know what agency we should contact to make sure that Chase fulfilled their obligations under the Fair Credit Reporting Act. We believe that they failed to provide the proper notification and the burden of proof should be on them. I should not have to get a court order to request the documentation from the investigation and recorded calls. I honestly don't believe they even tried to thoroughly investigate this and come back with a fair resolution. The escalations team did not seem competent and had language barriers that did not aid in trying to come to a fair resolution. I would like my concerns investigated by an outside agency because it seems that Chase refuses to police themselves.

Company response to consumer: Closed with explanation