Consumer complaint received 2025-08-12 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Struggling to pay your bill — Credit card company won't work with you while you're going through financial hardship
Company: JPMORGAN CHASE & CO.
State: CA

Complaint narrative:
In the later part of last year, approximately around XXXX or XXXX, I had accidently had a work related XXXX  in which I XXXX XXXX the top of my index finger, requiring severe stitches, and a brace, which impacted my ability to work. 

Piror to that injury we had done a launch to a store in oregon, that wound up closing and not paying us. 

I had had a severe depressive episode after losing income and work, and getting harassed by chase bank as a result, which included a suicide attempt that fortunately for me was not successful, but nonetheless very upsetting, and a new level of upset for me. 

I had been contacted by a couple reps before asking if they could setup a large payment, and I just didn't have it available. 

In XXXX, I was contacted by an XXXX gentleman from chase card services, asking about setting up a payment, after I had setup 2 payments in good faith, in XXXX and XXXX to th ebest of my ability. 

At no point during any of the prior contacts was I warned by any representative of Chase that they would attempt to blackmail or extort funds from me if I didn't make a payment on my business card. It was my belief and still is that this is a business card, with a business debt, and the proper place to report that is on my business credit, with XXXX and XXXX, which would have been completely acceptable. 

The business card I have is prohibited by all the bureaus from being used to positively build any of my personal credit, as well as by credit boosting agencies. It is seen as seperate and unique to that business entity. 

When I was contacted in XX/XX/XXXX, I had a nice talk with a very kind XXXX gentleman ( based on his XXXX accent ), and discussed the details leading up to this issue including my suicide attempt and attempt to get better, and that I was tryign to do my best to keep up with the card but that I had had an unexpected income loss last year with a large contract, and that things were very difficult. 

I had asked Chase prior for literally any arrangements, to minimize or waive interest, to suspend reporting for 3 months, to consider allowing me to cash it out if I needed to, literalyl anything and they said no to it all. 

I had always made on time payments, sometimes even early, and I was horrified and shocked at the lack of help I was experiencing. 

I discussed this with him, and we had come to an agreement that I would try to get a small personal loan, and then pay down a portion of the card. We talked on a friday, and he had said he would pause the reporting of late payment onthe card until the following Friday. I told him I would setup an appointment with Schools First no later than wednesday to try for that loan, and then whether I got it or not, would at least make a payment if I had to on the card on friday, but would most likely make a larger payment than the minimum if I got the loan. 

He agreed, and was even so kind as to give me tips for payment to stagger the dates, that helped keep it from being in danger, and gave me a recipe for some type of drink with oat milk and black pepper that he said would help with sleep. He seemed very distressed when I told him I'd tried to hang myself, and been very depressed but was getting better, and that wanted to be very helpful. I had no reason not to think his statements were in good faith. 

Unfortunately rather than honor them, the very next monday, I received a notice on my credit monitoring system, that chase had made a negative report ON MY PERSONAL CREDIT REPORT, which I had just barely got to a good score of XXXX. 

I was furious and immediately contacted chase card services. 
I was told by the first rep that there was nothing they could do and that " I signed an agreement that said that they could report this to my personal credit if payments got too far behind '', and I told him I would never have signed something that said that. That my business debt and credit are complately seperate from my personal credit or debt, and that this is unlawful. 

He said it again, was rude, condescending and interrupted me repreatedly. I told him that I wanted a copy of this alleged document because I didn't believe that it existed, and that even if it did that it was NEVER explained to me that this was something that I agreed to. The entire situation was shady. 

He said " you did and that's why it was reported '', I told him tha tI wanted a copy of it immediately, and that I'd literally just made arrangements with someone 3 dya prior to avoid any type of negative reporting in good faith. Which he also denied, and insisted no one would ever make that arrangement, even though he wasn't on the call which infuriated me even more. He then proceeded to talk over me and then hung up on me. 

I called my rotational sort of roving business rep immediately, and left her a message, her name was XXXX, and we'd always gotten along well, saying what had happened, and that I was absolutely livid and that I needed help. I also called her 3 weeks later and never got a call back. I still haven't to this day. 

I called card services again and was told that only a Tier 2 customer service person could help with any of that, and that even they might have to schedule a call with a supervisor who was the only one who could rescind a negative report to the bureaus. I told them to do it and that I wanted a copy of the mystery document they hinged all their unlawful activity on. They refused to send anything and just kept blindly insisting that it did and that was why they could try to list a business card report or debt on my personal credit which I said was complete XXXX. Which is when I was hung up on again. 

I was then called again the XXXX, by them, by a tier 1 person, and I told them the whole thing again, and was escalated to a tier 2 person, the tier 2 person said that actually they can't remove a derogatory report, but could try to get a supervidor involved because actualy only THEY could remove it. I said yes please do that, and was assured that they would contact me within XXXX business days. I asked if I should schedule a time and they said no they'll just call you at their convenience. 

XXXX WEEKS LATER, I received a call from someone named XXXX, who initially was very nice, and identified herself as a supervisor, and apologized for the delay in getting back to me. I went over everything with her, she seemed very sympathetic, and I said that I wanted a copy of alleged mystery document that had been inferred in the previous conversations as justification for violating my credit rights, and she has said that in addition to that she could go back and review the call, and that " even in a worse case scenario if there was a miscommuication ( which I know there absolutely was not ) that there were a few other scenarios we could also use which would minimize the stress and accruing interest which I said sounded like a great arrangement. 

Again, initially I had no reason to think that she was negitoating or stating anything in bad faith. She seemed kind initially and very sympathetic to everything I'd been through. 

She had requested a few days to review the audio that I gave her the day and time of for her to review to the best of my ability, and she said she'd call me back to go over the results in about a week which I was completely fine with. 

XXXX WEEKS LATER, I got a call out of the blue with no prior announcement from XXXX who left a voicemail which I still have, asking for me to please call her back. 

I called back the number for her that she left, and was put through to a tier 1 person who said that the supervisors don't have extensions, and can't take incoming calls, that she'd just have to call me back and could leave her a note in the system, because that was as good as it gets. 

Maybe an hour later while I was getting food at trader joes, I received a call while I was checking out. After I checked out, the voicemail said it was her again, and to call her back. I was so XXXX because I'd had no warning she'd be calling. 

I immediately called her back from my car, and requested to speak with her as her voicemail instructed. I got the same reply that they don't have extensions, and tha tI can't speak to her, that they can just leave her a note and hope she calls me back. 

I was infuriated because they do not schedule any time to let you know that they'll be calling, and I ahve no way of knowing who it is or ensure that I'm in a situation to be able to talk safely. That's how little that they care about you. 

I hadn't heard back in over a week after that and called AGAIN and was told by a tier 1 customer support person that there were notes on the account that XXXX had tried to contact me " multiple times '' with no luck of talking with me, and that the results indicated that she listened to the audio and was not going to remove the report. 

I was absolutely furious, and stated that that was completely fradulent. I can show on my phone records that I only have 2, unscheduled, unannounced, incoming calls, and that each time I imeddiately called back as requested. 

The statement that the review was done and that she didn't hear the same assurances from the rep is completely bogus and fradulent. He and I had a very very clear discussion and terms, and I had every intent of following through. 

I told her if I had not gotten off the phone with him, and thought I was in danger of a negative report, especially to my personal credit, I would have done something to the best of my ability THAT DAY. It makes no sense that I would not. 

I repeatedly have requested this mystery documetn that the tier 1 customer service people refer to so glibly and quickly, and have never been provided with a single copy after asking for it multiple times. 

I had called XXXX a second time to talk about all this with her, and also have never gotten a call back. 

I was repeatedly lied to, blocked, and denied not only access to the alleged audio that they had of my call with the XXXX gentleman, but have never been provided with the documetn that they say I agreed to that they use as justification to report ot my personal credit. 

I was never warned at any time prior that this was even possible. To use a card that I have no way of using for my personal positive credit reporting as a blackmail tool to threaten me if there is a business debt is something right out of the mob playbook. 

I have never been presented with any alternatives as XXXX originally said I'd be offered. 
She lied on my report saying " multiple times '' when she literally only called me twice, unannounced, and then put that on the file. 

I was never provided a way to call her back as she requested, further leading meto believe we could have a follow up conversationthat never happened. 

I have requested multiple times from chase for a copy of this audi conversation, a copy of XXXX and my conversation, and most importantly this mystery document that keeps getting referred to that they have never sent or provided me with that they are using as the basis for their misconduct and mishandling of mu credit information, and business card information. 

They have also continued to try and contiinue down their road of blackmail and harassment, despite knowing the details of a serious mental health struggle with XXXX, and self harm that I had had, and am workign very veyr hard to get better and stay better from which I am very glad to be doing. 

I had always had a very positive relationship with chase card services prior to this, and to see this complete lackof sympathy, honesty, and ethics in their handling of this has greatly added to my struggles daily. 

Their choice to try and nagatively report that business debt on my personal credit dropped my XXXX score over XXXX points IN ONE DAY. 

This had greatly impacted my ability to qualify for less expensive housing, and a personal loan, which only makes my situation even worse, and further adds to my XXXX and health struggles. 

That aside, I am intensely accusing Chase of refusign to provide the documentation thy base all their unlawful credit reporting onto my personal credit on. 

As well as misconduct by multiple representatives, and falsifyng of notes on my account stating that I was attempted to be contacted multiple times, which I absolutely was not. 

I am desperately trying to get back to normal, and be healthy, and get this corrected, and am horrified at how I have been treated as a customer who prior to this had a spotless, years long record of positive relationship with Chase card services, and simply want the derogatory report to be removed, and to allow me to pay down the amount as planned and have my credit score restored. 

No single agency should have this type of power or ability to threaten someone with extortive and mob style tactics, or behave like this with hideaway employees that request to be called, that then can't be called, especially on a credit score which can impact several other areas of life.

Not one single thing I've requested in any of this has been provided or responded to or helped in any way that respects my rights.

Company response to consumer: Closed with explanation