Consumer complaint received 2018-03-22
Company: JPMORGAN CHASE & CO.
State: CA
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: Investigation took more than 30 days

Complaint:
To Whom It May Concern ; I write this to formally dispute what I consider a gross error on my credit report. 

Chase Bank, who the holder of my auto loan, has reported that I have been in arrears on my auto loan. I repeatedly attempted to pay through their telephone system, even with their personnel. My bank has verified that the information I submitted was correct and there were always available funds ( document A ). Chase did not request the funds from my account until my third submittal, after I had paid the amount due in cash at a Chase branch ( document B ). 

Chase has concluded there was no bank error, therefore they will not request amending my credit report even though I repeatedly attempted to pay through their system, with their representatives, answering their questions as asked, was in immediate response to every communication, have double paid, and have been to various branches repeatedly to resolve this issue. 

This is a chronology of events : XX/XX/XXXX I made my XXXX payment of {$180.00} through their telephone system. 

XX/XX/XXXX XXXX I received a letter from Chase stating the payment was not received. I called twice on XX/XX/XXXX. I spoke with a Chase representative each time. I asked that the late fee be waived. I volunteered to pay my XXXX payment ( 10 days before the due date ) ( {$180.00} + {$180.00} ) to show I was not trying to shirk paying. I gave the information as requested from the representative. When I got off the phone I remember thinking, I guess he already has the routing number? He never asked me to give him all the numbers. But I assumed that since he was the representative, he was taking care of the payment. He knew what he was doing. 

XX/XX/XXXX I received another letter stating now my XXXX and XXXX payments had not been received which I opened XX/XX/XXXX in the evening. I had just received two separate letters from Chase regarding the updating of my information prior to this time. It is unfortunate this letter showed up a week or more later after the previous. 

XX/XX/XXXX I called at XXXX XXXX California time and spoke with someone in XXXX. I gave him all the information as requested, which he repeated back to me, three times to verify its accuracy. He said it would take up to five days to post. I told him I was going to call every day and check my bank account to make sure it had posted. 

XX/XX/XXXX I received an email alert from XXXX XXXX that my credit score had dropped 120 points. 
I called Chase. The representative recommended that I pull money from my ATM and walk it into a branch office. I did this, walking into Chase Bank at XXXX XXXX XXXXXXXX XXXX in XXXX XXXX. I paid {$380.00}. I spoke with an associate, whose name was XXXX, who recommended I speak with a manager, who was not in at that time. 

XX/XX/XXXX I went back to to the Chase branch in XXXX XXXX, twice, to speak with the manager. The second time, the manager was still not available and I spoke with another employee. She was very nice and could only verify everything I already knew. At this time, the third payment I had submitted had not been posted. She wanted me to have an auto-payment instituted, but I declined. Once there is a problem with the system, it is a nightmare to correct the error. My current situation being a case in point. She recommend that I go to my banking institution, XXXX XXXX XXXX XXXX XXXX, get a letter verifying what my routing and account numbers were and that there funds available for the draw every time I attempted to make the payment. 

XX/XX/XXXX The payments I made with the representative, XX/XX/XXXX posted. I was now paid in advance through the end of XX/XX/XXXX. 

XX/XX/XXXX I received a letter from my credit union verifying the availability of funds for all dates requested. 
I walked the letter into a Chase branch on XXXX XXXX XXXX and spoke with XXXX XXXX. We faxed the request for inquiry. I believe she asked them to expedite the request. I believe I was told to check back on XX/XX/XXXX. 

XX/XX/XXXX I walked into the Chase branch on XXXX XXXXXXXX XXXX in XXXX XXXX to find out whether there had been resolution. The man I spoke with called and spoke to someone. He said he was only able to ascertain, they were not finished with their inquiry and would need until the XXXX. 

XX/XX/XXXX I came home to find a letter dated XX/XX/XXXX, stating Chase : ... confirmed your account reported correctly and does not need corrections Besides being vague whether this was that my account balance had been made current and was no longer in default or if this was about the inquiry, since I had spoken with their representative on the XXXX and was told the inquiry had not been completed and to wait until the XXXX, it seemed as if this was about the balance, not the inquiry. I will attach it separately. 

XX/XX/XXXX I called the XXXX number on the letter and spoke to a manager, XXXX. She told me the letter was about the inquiry. The bank had found no bank error so the negative report on my credit report would stay. The initial representative told me, the bank would not, as a COURTESY, remove the notice. I could not speak to someone in the review division regarding this. 

I drove to XXXX and spoke with a man at the XXXX XXXX XXXX branch about what I could do. He recommended that I come in the next day and speak with XXXX because I had initially spoke with her. 

XX/XX/XXXX I came in and spoke with XXXX. Because I repeatedly had come back to Chase to pay, they never had to come looking for me, she thought I should be able to appeal on the executive level. She would reach out to them and someone would get back to me in 24-48 business hours. This was a Friday. It would be Monday or Tuesday before I heard from someone. 

XX/XX/XXXX A representative of Chase Bank called me. I spoke with XXXX who facilitated a conference call between us and XXXX, a representative of the reviewing agency. I told them I thought the problem was in the second call I had made to attempt to pay. The representative had asked me for my account number and then whether there were XXXX before the number. He never asked for the full account number. I thought this was where the problem lay. I was told they would listen to the tape and that someone would get back to me within 24-48 hours. I asked that I receive a copy of the recordings that had been made. It was not possible but, I was told I could have the transcript of the events as they had them as they occurred. I have never received them. 

XX/XX/XXXX The 48 hour mark passed. 

XX/XX/XXXX I called XXXX and left a voicemail because no one had called me. She returned my call and said she would look into it and have someone call me back. No one called. 

XX/XX/XXXX I called XXXX, twice and left voicemail messages. She never returned my calls. 

XX/XX/XXXX I called XXXX and left a voicemail. She never returned my call. 

XX/XX/XXXX I called XXXX and left a voicemail. She never returned my call. 

XX/XX/XXXX I came into XXXX and spoke to XXXX. No one was responding to my phone calls. I had been told I would have a response in 24-48 hours. She called someone, ascertained a manager would be there the next day XX/XX/XXXX and that the recording in question would be reviewed and she would have an answer on Monday. 

XX/XX/XXXX XXXX called me. The tape had been listened to. She had heard it. That which was in question was the exchange between their representative and myself. He had asked me for my account number When anyone asks me for my account number at my credit union I tell then XXXX. This is what I told him. He asked where there any XXXX before it. I said yes, there were XXXX XXXX. He never asked me to give him the entire account number. The representative in XXXX asked me to repeat the routing number and the full account number from the colon, three times. This representative never asked me for this : Because he never asked me to verify all the numbers at the bottom of my check, Because I didnt ask him, dont you want me to give you all the numbers at the bottom with the routing number? 
Because he did not verify the accuracy of the information I gave him, Because I only answered his questions as he asked them of me, the information was entered incorrectly and without notification until after the due date, my account became over 30 days late. 

For 29 months this account was paid on time. This is the only time I have ever been considered late, even though I was repeatedly attempting to pay through Chases system. I have never had a late payment on my credit score, and I am XXXX years old. 

I have been assiduously nurturing my credit score. 

My son and I lost our home in the XXXX XXXX in XXXX. No one was home to evacuate. We lost everything. 

I have been working on rebuilding our home for the past five years. It has been an extremely difficult process. The insurance was difficult. The mortgage holder was difficult. The general contractor I had been required to hire before the plans were finished, was more than {$200000.00} over bid after all the financial numbers had been secured. I fired him and am now my own XXXX XXXX. I have been working very hard to bring the construction costs down and had gotten them to an almost manageable amount. Because no one would give me a construction loan or a HELOC on an unfinished home, I have had a rough time finding a lender to finance the amount I need to finish construction. 

I finally found a lender. I was getting ready to hand in all of our paperwork the beginning of XXXX. Now because of this miscommunication, this penalty is not just my credit score number but my ability to be able to get the money I need to finish rebuilding our home. Also, since this process began, the interest rate I was originally offered will not be valid because interest rates have risen. 

It never was or has ever been my intention for these payments become late and show up on my credit score. The only reason I tried to use the phone system was that because of other exigencies, I did not mail the payment in time. It is advertised that one can make a payment over the phone. I was afraid I would be a day or two late. I had no idea it would become what it has become and jeopardize what I have been working toward for the past five years.

By the time I run out of funds, I will have invested {$530000.00} into the rebuilding of my home. Why would I do anything to jeopardize our lives like this?

I have attached supporting documents from my credit union, the cash payment receipt, the Chase letter dated XX/XX/XXXX and phone records from XX/XX/XXXX through mid-day of XX/XX/XXXX ; calls to XXXX XXXX XXXX/Chase are highlighted. I do not have records from this month 's statement. 

Thank you for your help, and I pray you can help me. 

XXXX ( XXXX ) XXXX

Company response to consumer: Closed with non-monetary relief