Consumer complaint received 2016-10-13
Company: JPMORGAN CHASE & CO.
State: MD
Product: Bank account or service
Sub-product: Other bank product/service
Issue: Making/receiving payments, sending money

Complaint:
XX/XX/XXXX16 I purchased a 2016 XXXX on XXXX XXXX 2016 from XXXX XXXX. I heard nothing from Chase Bank until XXXX XXXX 2016 indicating that my car payment was 3 months in arrears and that the car would be repossessed if the payments were not made immediately. I paid the 4 months payments over the phone promptly. I indicated to the phone agent that at no point since the purchase had anyone at Chase attempted to contact by me by mail, phone, or email. I went on to say that I had assumed that the payments were being automatically deducted from my bank account during this entire time as set up from the dealership. The representative went on to say that Chase Bank had reported the missed payments to various credit bureau 's which really angered me. I inquired as to how now they are just calling me on my cell phone to which no answer was given. 
A check of my credit the next day ( Tuesday XXXX XXXX 2016 ) indicated that indeed my credit score had been reduced BY XXXX POINTS. My credit score at the time of purchase was XXXX XXXX XXXX so this was absolutely disconcerting to say the least. Please note that in nearly 30 years of credit history I have not missed or made a late payment. Every debt I 've ever incurred has been repaid completely, on time, and in full. 
A call to supervisors at Chase Bank later that morning ( Tuesday XXXX XXXX ) yielded answers as to how the situation occurred : XXXX ) The payment book was mailed to the wrong address ( an obsolete address was utilized by the dealership-this address was previous corporate headquarters ) XXXX ) Attempts to contact me by phone did not work because the phone number Chase Bank was given was " incorrect ''. It is noteworthy though that Chase Bank called my cell number that I 've used for 15 years the previous evening and made contact without issue. As an side, I 've also held a XXXX Sapphire credit card for many years so its puzzling as to how they are having issues contacting me during this time ... .When I challenged escalation agent XXXX XXXX the phone to document who called, when they called, and what phone numbers Chase Bank XXXX to call over the last 3 months she could give no valid answer. She just put me on hold and then apologized because " there is nothing she can do ''. I repeated to her that at no point in the last 3 months has anyone contacted me from Chase Bank. 
Was either of the XXXX root causes XXXX Banks fault? The answer is NO. I concede that much. 
However ... .... 
How is it that this bank can so significantly affect a credit score in 3 months ' time? A credit history that took 30 years to build! What 's more troubling is how the " escalation '' agent can be so callous as to offer no help in rectifying such an explainable and fixable situation? The situation that occurred was due to identifiable clerical errors and Chase Bank with its vast resources could not and would not lift a finger to make a bad situation better? I 'm sorry but this is n't good enough. 
The reason for my complaint boils down to this : An overall unwillingness to do anything to help me as the consumer to rectify the credit score situation. I simply asked the supervisor 's at Chase Bank if someone could reach out to the credit agencies indicating that the correspondences were sent to the wrong place and that the phone number they used for contact was incorrect. Chase Bank representatives would hear none of it. They were quick and eager to report payments as late, but totally unwilling to act strenuously to help out a customer in need. I can and will find another bank to work with, but can not stand pat as XXXX provides poor service and then is unwilling to help when that poor service creates problems for customers.

Company response to consumer: Closed with explanation