Consumer complaint received 2025-10-29 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Fees or interest — Problem with fees
Company: JPMORGAN CHASE & CO.
State: MN

Complaint narrative:
I am requesting a review of a XXXX delinquency reported on my Chase account ending in XXXX. 

In XX/XX/year>, I enrolled in a verified XXXX XXXX XXXX XXXX XXXX XXXX through the XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Approximately XXXX months later, I submitted a request to have my remaining Chase account ending in XXXX added to that program. Based on communication with my XXXX XXXX, I believed the account had been successfully included and was being handled through the program. 

Although Chase continued sending monthly statements, I understood those to reflect activity already being managed through the XXXX disbursements. I later learned that a small remaining balance had not actually been rolled into the program. At no point did I receive direct communication, by phone, email, or letter, explaining that this particular account was not included or that a payment was still required. No one from Chase contacted me to clarify or alert me before the delinquency occurred. 

Once I became aware of the situation, I immediately contacted Chase and paid the full balance that same day, which now shows a {$0.00} balance. 


XX/XX/year> Entered a verified XXXX through XXXX and received written confirmation of enrollment. 
XX/XX/year> Submitted a request to have my remaining Chase account ending in XXXX added to the program. 
XX/XX/year> My XXXX XXXX XXXX XXXX XXXX Report shows disbursements made to Chase account ending in XXXX, confirming the account was being handled through the program. 
XX/XX/year> Upon realizing a small balance was not included in the XXXX, I immediately paid it in full. 
The account is now current and shows a {$0.00} balance. 


I understand Chases records show that statements were sent, and I am not disputing that. However, as a verified DMP participant, which qualifies as a hardship program under Chases customer-assistance framework, the communication surrounding this account was unclear and incomplete. I genuinely believed that this account had been successfully added to my XXXX and that payments were being made through that program. 

Because there was no direct outreach, clarification, or notification indicating otherwise, this delinquency occurred during the initial transition period of beginning the hardship program and resulted from a good-faith misunderstanding, not from neglect. Once I became aware of the error, I corrected it immediately. 

Actions Taken : I contacted Chase customer service and management to request a goodwill or hardship re-code of the late payment. 
I was informed that no goodwill removals exist, and there was no escalation path available. 
Because of that response, I am requesting CFPB assistance to ensure this matter is reviewed at the XXXX level for fairness and consistency with Chases hardship and customer-assistance policies. 


Supporting Documentation attached below : XXXX XXXX XXXX enrollment confirmation from XXXX verifying participation. 
XXXX XXXX Monthly XXXX XXXX XXXX  Report with on-time payments to all creditors from XXXX showing disbursements made to Chase account XXXX in XXXX. 
Screenshot dated from XX/XX/year> showing my Chase account payment made in full and current {$0.00} balance ( proof of resolution ). 


Because the payment was made yesterday, a new formal monthly statement has not yet generated. The attached screenshot provides current balance proof.

Company response to consumer: Closed with explanation