Consumer complaint received 2020-02-11
Company: JPMORGAN CHASE & CO.
State: CA
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:
XX/XX/XXXX, I sent a request to Chase to modify the terms of my mortgage agreement. 
XX/XX/XXXX received letter from Chase informing me of the loan modification process. 
I had a first and second mortgage to modify. The first mortgage went with no hitches or issues and didn't adversely affect my credit score. 
XX/XX/XXXX, I receive a letter from Chase requesting additional information for loan modification. I faxed the requested information the same day. 
XX/XX/XXXX, I receive a letter that my application for mortgage assistance is complete and that my application will be reviewed and Chase will let me know the results by XX/XX/XXXX. 
I was told verbally in XXXX, that I didn't need to make mortgage payments while the loan was going through the modification process. 
XX/XX/XXXX, I receive a letter that my mortgage payment hadn't been received. The letter provided a number for an automated system at XXXX. The message on that number clearly states that making a payment while undergoing loan modification could adversely affect the loan modification process- so I didn't make a payment. I called Chase but the person on the line wasn't able to tell me whether or not I should make a payment. My relationship manager wasn't available to speak with. By the time she returned my call, my credit account already showed that I was 30 days late with a payment. I told my relationship manager that I was told verbally, and through phone message to not make a payment while going through loan modification. She told me that Chase would never tell anyone not to make a payment. Yes, Chase, this is exactly what you tell people. 
I had two relationship managers during the loan modification process which seemed to affect communication. 
XX/XX/XXXX, I receive a letter informing me that I had been approved for a trial period plan and I had to make payments on XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX. Which I did. So, on XX/XX/XXXX I receive a letter directing me to make a payment- although the automated system tells me NOT to make a payment while undergoing loan modification. And on XX/XX/XXXX, I receive a letter informing me of the dates to make a payment. 

My credit report currently reads that I was 30 days past due in XX/XX/XXXX and 90 days past due on XX/XX/XXXX. Why it doesn't say I was 60 days past due in XXXX is a mystery to me. 

What I found out yesterday when I called Chase ( XX/XX/XXXX ), was that since I didn't make a payment in XXXX or XXXX ( although I was told not to make a payment while undergoing loan modification ). 

I've called Chase multiple times concerning my account and each time receive different answers. I was told that I didn't make a payment in XX/XX/XXXX and that's why my credit report showed 90 days past due in XXXX. I faxed Chase a copy of my cancelled check and a copy of my bank statement only to find out, I was showing 90 days late from missing the payment in XXXX. 

I filed for XXXX  to complete an investigation into this account. No changes were made. I sent additional information to Chase in XXXX- they have acknowledged receiving my request. I was under the impression Chase had 30 days to respond to my inquiry? I have heard nothing from Chase since XXXX. I had to spend nearly 3 hours on the phone with them on XX/XX/XXXX to find out the status of the investigation. What was clear to me during that phone call, was there was no investigation, no one looked at the information I received. I found out during my phone conversation yesterday that I entered loan modification 30 days past due on my mortgage account. When I entered loan modification, my credit score was over 800 and I had never missed a mortgage payment- 480 months with a payment made. 

I also found out yesterday, that although I might have received a letter in XX/XX/XXXX, that might have made me believe that I was involved with the loan modification program, since I wasn't officially entered into the program in XX/XX/XXXX, I should have made a payment for XXXX. It doesn't help me much to find this out in XX/XX/XXXX. And to show me 90 days behind although I made all payments as directed by Chase? Seriously? 

I am under the firm belief that I did absolutely everything demanded of me during the loan modification process. I am aware that loan modification can affect my credit score but showing me 30 or 90 days late is incorrect.

Company response to consumer: Closed with non-monetary relief