Consumer complaint received 2018-04-20
Company: JPMORGAN CHASE & CO.
State: MI
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:
I opened my XXXX XXXX XXXX XXXX card in XX/XX/XXXX of XX/XX/XXXX. I set up automatic payments as of XX/XX/XXXX for the account ; as I do with every one of my accounts so I never have to worry about a missed or late payment. I received a call in XX/XX/XXXX of XX/XX/XXXX stating that I was currently past due on my account and a payment needed to be made. I was not aware that my account was delinquent in payments and explained to the representative that I have automatic payments and should not be past due. He said for some reason they were shut off ( not from myself ) and that I would not receive a late fee because of the mix up. He then reassured me after verifying my bank information that I was set back up for automatic payments and wouldn't have to worry going forward. In XX/XX/XXXX, I once again received the same call stating that my account was past due. I then explained my situation again to the representative and the same outcome came from the conversation. After being told false information the first time I received the call, I went online myself to confirm that I was set up for automatic payments and from then forward I have been current. 

I am currently applying for a mortgage for my first home. When my credit report was pulled, two derogatory marks were shown for late payments. When I called XXXX, they explained to me that there was a returned payment of {$800.00} from XX/XX/XXXX and that shut off my auto-pay. I have bank statements showing the account balance as well as transactions for the month of XX/XX/XXXX and XX/XX/XXXX of XX/XX/XXXX proving that the money was never drawn from my account and that there was more than enough money in my account for payment. 

I received a call in XX/XX/XXXX for payment and I explained to the representative that I have auto-pay and that I just had made a large payment on my account just a month before. He had said that my auto-pay was shut off and that I needed to make a payment. I was under the assumption that my auto pay would be turned back on once I confirmed my account information with the representative. 

I have never had a returned payment due to delinquent funds in my bank account. I have been a card member since XX/XX/XXXX and have had automatic payments set up from XX/XX/XXXX on. I don't know what happened in regards to the payment not going through, but it wasn't at fault due to insufficient funds. My bank also has no record of the payment ever being attempted to come out of my account. 

When I explained this ( many times ) to the representatives at XXXX, they said that it wasn't their error so there was nothing they could do. I tried explaining that it also wasn't my fault and that I have bank statements to prove it never was attempted to come out of my account and they said that there was nothing they could do.

Company response to consumer: Closed with explanation