Consumer complaint received 2018-03-01
Company: JPMORGAN CHASE & CO.
State: TX
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Incorrect information on your report
Sub-issue: Account status incorrect

Complaint:
XXXX XXXX XXXX Chase Mortgage Mortgage Loan Number : XXXX My date of birth is XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX TX XXXX XX/XX/XXXX Chase Mortgage XXXX. XXXX  XXXX XXXX, OH XXXX XXXX : Error Resolution Notice under 12 C.F.R. 1024.35 I am writing to request for help for a correction of the following credit information that appears on my [ XXXX, XXXX, and XXXX  ] consumer report : On XX/XX/XXXX I submitted a Error Resolution Notice under 12 C.F.R. 1024.35. I never received any outcome to this letter ( attached ) During my current refinancing for my home mortgage my credit report showed 3 months of late payments by Chase Bank ( XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX ). I had a home mortgage with Chase Bank for over 9 years. I had auto pay set up with my Chase checking account ( XXXX ) as well. 

Chase is claiming that on XX/XX/XXXX, I called in to make a stop payment for my auto pay for my mortgage. This stop payment caused 3 months of late payments to on my home mortgage loan ( XXXX ). 

I work for XXXX XXXX XXXX on a secure floor. No personal cell phones are permitted for use while on the floor. We are required to clock/punch in for the day at our computers and start taking calls. I have proof to show I was clocked in and taking calls during the time Chase claims I called in to stop a payment. 

I never asked Chase to stop debiting monthly payment on my mortgage. I never asked Chase to delay payment for a week and never in fact asked them completely stop payment. 








XXXX XXXX XXXX Chase Mortgage Mortgage Loan Number : XXXX My date of birth is XX/XX/XXXX XXXX XXXX XXXX XXXX  XXXX TX XXXX XX/XX/XXXX Chase Mortgage XXXX. XXXX XXXX XXXX, OH XXXX XXXX : Error Resolution Notice under 12 C.F.R. 1024.35 Cont. 

The following is the correspondence with Chase to trying to rectify this Chase error. 

On XX/XX/XXXX Called Chase regarding my Error Resolution Notice under 12 C.F.R. 1024.35. The Chase representative claimed to have no knowledge of this letter. 

On XX/XX/XXXX Spoke to XXXX at Chase at XXXX ( XXXX ) XXXX only shows that I spoke with a personal banker named XXXX XXXX XX/XX/XXXX ( Chase bank XXXX XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXX, TX XXXX ) XXXX talked to dispute department regarding the ACH causing my non-mortgage payment. XXXX said the branch manager ( XXXX ) did not complete a dispute work order for the ACH. XXXX also shows the branch manager ( XXXX ) did nothing and completed no forms to open a case for this dispute XXXX created a Chase dispute case # XXXX. XXXX said it would take 4 business days to complete. 

On XXXX at XXXX Spoke to XXXX at Chase Chase mail a responds letter. I also had them email it. I asked for proof that I personally did in fact create the stop payment. XXXX could not see at proof and created another work order case # XXXX. XXXX said it would take 4 business days to complete On XXXX at XXXX I spoke with XXXX. She could not help me and after 15mun I ask for her supervisor. I was on hold for 12 mins. She stated a letter went out with the same outcome of the last letter. I asked to speak to her manager. I was placed on hold another 16 minutes. 

XXXX manual escalation specialist came on the phone. Said I have to get checking involved. I told her that this is exactly what Chase has been doing to me. Transfer me to other departments. Then those departments say it's the other departments responsibility. 

I asked for her manager. I was put me on hold for 15 minutes and then hung up on. 

On XXXX I spoke with XXXX in the checking department ref open dispute case number XXXX. He transferred me to a supervisor in dispute department at XXXX I spoke to a supervisor XXXX XXXX after being on hold 26 mins. He transferred me to the disputed department XXXX. Before he transferred me he said he does not see any stop payment. 

Spoke with XXXX in the claims department. I could not understand her. She spoke broken English. After explaining my situation again she told me she could not help me I asked 7 times to speak with someone I could understand. I ask also 7 times to speak to a supervisor or manager. XXXX said that she was the only supervisor manager in her department. I told her again I could not understand and that I would like to speak with somebody that I could understand. She said that I will have a call back. 

On XXXX at XXXX. 
I went to the following Chase bank XXXX XXXX XXXX XXXX XXXX XXXX XXXX, XXXX   XXXX, TX XXXX I met with XXXX XXXX XXXX. The bank manager was out. I explain that on XX/XX/XXXX the bank manager XXXX helped start a dispute on the stop payment from XX/XX/XXXX. 
XXXX said that she could not help me and said she would pass along this information to XXXX. 

On XXXX at XXXX I received a call back from XXXX XXXX bank manager. He said to me that there was nothing he could do and that the letters that were sent to you was the end result. 

On XXXX at XXXX XXXX Spoke to XXXX in the office of the President She took a lot of notes and reopen the case. 
Case number XXXX XXXX told me this was a reopen of an old case number except for the - XXXX at the end. I have never heard of this case number before. XXXX also told me that she set this case for a severe status. 











































Date : XX/XX/XXXX Chase Mortgage XXXX. XXXX XXXX XXXX, OH XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX TX XXXX XXXX : Error Resolution Notice under 12 C.F.R. 1024.35 Mortgage Loan Number : XXXX I am writing to request correction of the error described below in regard to the mortgage on my property at XXXX XXXX XXXX XXXX  XXXX TX XXXX. 

Chase Mortgage sold my loan to XXXX XXXX XXXX XXXX XXXX on XX/XX/XXXX. Chase Mortgage transferred my mortgage with past due amounts and missing payments. I have had autopay set up from the very beginning of this loan from my Chase checking account. I also have overdraft protection on all of my checking savings accounts as well. 

XXXX XXXX XXXX is telling me that they are showing no payments for the last 3 months. When I call the mortgage department they refer me to the checking account departments and when I call the checking account department they reference me to the mortgage department. I have been going round and round with you Chase for the last two months and this is totally unacceptable. Please correct this account and bring it up to current. Also I would like you to update XXXX XXXX XXXX as well. 


If you need to contact me, I can be reached at XXXX or email at XXXX XXXX, XXXX XXXX

Company response to consumer: Closed with explanation