Consumer complaint received 2023-03-18
Company: JPMORGAN CHASE & CO.
State: FL
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Incorrect information on your report
Sub-issue: Information is missing that should be on the report

Complaint:
My wife and I opened a Chase Freedom credit card with Chase Bank in XXXX of XXXX with my wife as the primary cardholder and me as an authorized user. The reason for doing this was because I was a new immigrant and as such I was unable to open my own credit. This was the only way for me to start building my credit at the time, and we chose Chase because they told us they report authorized users. Now almost a year later we are in the home buying process and I found out from my mortgage lender that the Chase account is not reported, and as a result I have almost no credit history which has made it harder to get approved and I will have a more costly loan. 

This issue has already been escalated to management at both credit bureaus affected, as well as Chase Bank, and the bureaus confirm that they did not initiate any action against the account. They explained that they would have their own record of doing so if they had, and they do not, which means that Chase must have deleted the account through their own system. Chase refuses to acknowledge this, though. Chase claims that it was the bureaus that asked them to remove the account. However, when pressed for information, Chase was unable to produce any actual documentation of this happening. According to the bureaus, if it were true that they had made this request to Chase, then Chase would have in their possession an actual document from the bureau. Chase has admitted that they have no such document, and in fact they haven't even been able to tell us which bureau supposedly sent it. 

In addition to this credit reporting issue, Chase has caused several issues with our account from the day it was open, making changes to our account without authorization, shutting off our access without warning many times, and using different misspellings of our names. 

One clue I have as to the cause of the error is that Chase has described the removal of my account as " removing my name from the account ''. One of our issues with Chase was that they entered incorrect spellings of my last name on the account multiple times, and I have asked them to correct this. It is possible that this was incorrectly noted by an employee as a request to " remove my name from the account ''. However, I was always clear in my communication that this was only an incorrect name spelling. Neither I or my wife ever requested to remove anyone from the account. 

So, with a history of Chase mishandling our accounts, both of 2 credit bureaus confirming that they were not the ones to remove the account, and Chase not having the necessary documents to show, all the evidence points to the fact that the credit reporting issue is a Chase error. Still, after spending hours talking to Chase customer service and management in-branch and on the phone, they so far only deny the issue and refuse to take any accountability.

Company response to consumer: Closed with explanation