Consumer complaint received 2019-05-06
Company: JPMORGAN CHASE & CO.
State: GA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Incorrect information on your report
Sub-issue: Account status incorrect

Complaint:
In XX/XX/2018, Chase Bank internally misapplied my mortgage payment and put it toward principal instead of the payment. That caused them to think that I was late on my payment which then caused them to contact me about it. I have always had my mortgage payment set up on a recurring auto draft from my checking account with XXXX XXXX and therefore am never late. I informed them I hadn't changed anything and wasn't late. Different customer service people continued calling me for several months and I continued stating the same thing and eventually one of them finally actually researched and found the mistake which was in fact that Chase had misapplied my payment and it was an internal error and opened a research request to have it fixed. However, they continued to call me and I would have to repeatedly explain myself over and over and over. This went on for months. In the midst of all of this, my property taxes increased which caused my monthly payment to increase so I went onto my online banking auto draft and updated the amount. However, somehow, it also turned off the recurring auto payment without my knowledge. So in XX/XX/XXXX and XX/XX/XXXX, I was in fact late due to my auto draft accidentally being turned off. But when Chase called to tell me I was late ( yet again ), I informed them that it was their mistake as I had been telling them and to research it and to pleaseeeee get it corrected. But it was actually late. But because of the headache that had been going on for months due their mistake ( which they have admitted and finally corrected ) - I ignored the calls. Then, I happened to be on my online banking account and discovered the issue and of course immediately turned auto draft back on and caught up on the 2 actual late payments. Again, all of this confusion occurred due to Chase 's initial mistake and their horrible customer service, lack of follow through on research requests to correct the misapplication of payment, etc. Now, I am trying to apply for a new mortgage and because of this chain of events - i am not able to get approved because of this late payments. I have opened ANOTHER Credit Amendment Dispute because the last one was denied but this time, I did actually get a helpful customer service representative on the phone who researched and said himself that it is clear that this not -- normal for me late occurrence was " due to the initial misapplication of my payment back in XX/XX/XXXX at the fault of Chase - not me - which put everything out of wack. '' I need these late payments removed from my credit report under these unique circumstances. I have tried and tried and tried to get this resolved with Chase with no success and that is why I feel I have to come to you as a last resort. I even went in to a Chase Bank local office trying to get help since every time for months, different people would contact me and no one would ever know what was going on and I would have to educate yet another person that they misapplied the payment and sit on hold for forever while they learned about the case - but the local guy wasn't allowed to help me nor talk to a XXXX customer service rep on my behalf. I just wanted one dedicated individual that could help me get it fixed and they couldn't even deliver that level of customer service which is so disappointing and has been incredible frustrating. They also reported a {$17000.00} " charge off '' on my credit report for a credit card that wasn't even in my name and was not mine! I am waiting for that to be corrected right now as well. They said since I was an authorized user on the account ( which was fraud, I am not an authorized user for anyone ) that I wasn't financially obligated for the debt and that it shouldn't have been reported on my credit score - yet it is. Working to fix that too. Such a nightmare. Please help me since my repeated calls to Chase aren't working and haven't for the last year. Thank you so much for your time!

Company response to consumer: Closed with explanation