Consumer complaint received 2016-11-29
Product: Credit card — 
Issue: Identity theft / Fraud / Embezzlement — 
Company: JPMORGAN CHASE & CO. (CA)

To the CFPB. 

I am concerned, again, that CHASE refuses to remove two fraudulent late payments off my credit reports which they claim are valid. These late were a result of fraud and theft to my mail and I was told time and time again that a police report would clear me of these late showing the information dn case number regarding these incidents. I had obtained this valid letter from the USPS and the California Postal Police Department and yet they refuse to make the necessary changes. They harass me over and over again by saying that I was told the minimum at the branches and on the phone and yet this is not true. I was NEVER told that information and I had spent many times on the phone crying and in fear of my situation and nothing was done to help me. I was lied to and promised many times that this information would be corrected if I could provide a letter describing the situation and showing the claim. This was done on my end an dI spent time at the police station going through all of my creditors that were affected and CHASE is the only bank giving me a hard time. I am so depressed by this. I have consulted with XXXX attorneys who have agreed to take my case and I am pleased by their arguments which range from financial distress to emotional. I have had a nervous breakdown in the last few months watching one credit after another lower my credit limits due to CHASE inaccurate and fraudulent reporting. All of my XXXX XXXX cards and my XXXX XXXX cards have been affected and I was not able to refinance my mortgage with XXXX 30 DAY late, which were NOT my fault. Also, I have XXXX and I am struggling financially because of the financial tight and binding situation Chase has placed me in. I ca n't imagine how they can repeatedly lie to my face and make up rules as they go claiming that its their POLICY. It seems to me that they create policies as they go along JUST for their benefit. Its as if they can not accept that their reporting is wrong and that their associates HAVE made mistakes and false promises and the executives refuse to correct this wrong. I am sick and tired of them trying to silencne me and deflecting the truth by repeatedly sending me MY OWN statements that show that i was late and made lower than the necessary minimum. THIS IS OBVIOUSLY TRUE! The associates did not properly inform me, EVER! This is not my fault. Maybe CHASE needs to hire more adequate employees who are trained to handle customers at the branch and over the phone. I had NO statements due to MAIL THEFT at the time, now I have them and I have a secured mailbox, I need CHASE to STOP sending me my old statements and just do the right thing and clear my credit report of these XXXX late payments. They are absolutely wrong on this in every way, shame on these associates that are so heartless and careless of their customers. I have worked with so many creditors who understand that LIFE happens, and things happen and not everything that goes wrong is the CUSTOMERS fault. This is an absolute shame. I hope that they get fined for lying to customers, demanding things for change an then not following through, and also for misinforming customers at the branch. I have had so many issues with the lazy and ill informed tellers at the XXXX, CA branch. Its really disappointing to see all of these employees who always have bad attitudes and looked bored and get testy with customers. I have never had a good experience walking into my branch and I am NOT surprised that they informed me that I can make whatever denomination payment I want over the phone until my next statement. I am not a banker, this is not my cup of tea, I do n't need to know these things, they do.