Consumer complaint received 2018-05-07
Company: JPMORGAN CHASE & CO.
State: TX
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Problem with a credit reporting company's investigation into an existing problem
Sub-issue: Difficulty submitting a dispute or getting information about a dispute over the phone

Complaint:
In XX/XX/XXXX, I paid off my XXXX Rewards Chase Visa card. There was a zero balance. An auto charge was posted to the account, which was authorized by me for {$53.00}. Before I paid off the card in XX/XX/XXXX I had the account on autopay thru my credit union. After paying it off, they still had my payment information. The auto pay did not pick up on the XX/XX/XXXX statement, and correspondingly I missed a payment and did not pay until 31 days after the due date. I did not receive any phone calls indicating that I had a balance and was past due until the day I paid the credit card ( 31 days past due ). When I was speaking with the agent I specifically asked : " Did you or are you credit reporting me for this payment ''. The agent said clearly " no ''. I asked, again and again, he stated that I was not being credit reported. Unknown to me until XX/XX/XXXX, Chase did  actually credit report me. I called in, spoke to a credit specialist by the name of XXXX XXXX. She stated that it didn't matter what the agent told me - that the payment was past due and what I was doing by asking them to honor what their agent told me was " report fraudulent information to the credit bureau ''. My retort was to simply listen to the call - and if their agent told me what I said they told me - that they were telling me fraudulent information. She said it didn't matter what he told me. That it simply presented a " coaching opportunity ''. I asked multiple times for them to pull the call. It wasn't until I said I would file a CFPB complaint that she finally agreed to pull the call. She stated that it would take 3-5 business days to pull the call and resolve the issue ( giving me the impression that based on the result of the call they would make their decision on whether or not to update the credit bureau. This call happened on XX/XX/XXXX. I did not hear anything from them and I called them on XX/XX/XXXX. I spoke to a person by the name of XXXX. XXXX informed me ( without first hearing the backstory ) that she saw I called in on XX/XX/XXXX and based on the payment date they would not be changing the credit report. I then asked if they had pulled the call, as XXXX stated would be done. She said no, and it wouldn't matter what the result was - they would not be changing the bureau. She said that the request to pull the call had not even put in and that it might take up to 30 days. 

So essentially I was lied to 3 different times by Chase. One - that they wouldn't be credit reporting. Two, that they would pull the call to see what was said and if said what I stated was said, they would correct bureau. Three - that it would take 3-5 business days to review the call. None of which was accurate or done. 

I asked XXXX what the ramifications of lying to me 3 times were - and she said there are none. 

I will not be dropping this. A large bank like Chase can't just lie to the consumers over and over and think there are no ramifications. 

I have perfect credit. Not a single blemish on my credit - except now. I was lied to 3 times and for what? Look if the answer originally was that they were credit reporting me - then just tell me. Ultimately I made the late payment. I can make all the excuses in the world - but ultimately it's on me. The lies and not being willing to correct anything based on what they told me are not on me. My ramifications for making the late payment, by one day, are the hit on my bureau. Their ramifications for blatantly lying to me ... Nothing. This can't be right!

Company response to consumer: Closed with explanation