Consumer complaint received 2025-09-16 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Incorrect information on your report — Account status incorrect
Company: JPMORGAN CHASE & CO.
State: GA

Complaint narrative:
In XX/XX/XXXX, I opened a Chase credit card account that began reporting to credit bureaus in XX/XX/XXXX. In early XXXX, I experienced technical difficulties accessing my online account to make payments due to incorrect contact information in Chase 's system. 

Timeline of Events : XXXX XXXX : Unable to access online account for three consecutive months due to Chase 's system errors with my contact information. This prevented me from making timely payments. 

XX/XX/XXXX : Contacted Chase customer service about account access issues. Representative acknowledged the problem, documented it in my account notes, and set up a payment plan to help resolve the situation. Chase sent email confirmation of this payment plan setup for {$460.00} due XX/XX/XXXX - PAID AS AGREED ON XX/XX/XXXX, XX/XX/XXXX - PAID AS AGREED ON XX/XX/XXXX, and XX/XX/XXXX - PAID AS AGREED ON XX/XX/XXXX. 

XX/XX/XXXX : Made XXXX call to Chase customer service ( XXXX ) regarding ongoing account access problems. Specialist confirmed that incorrect contact information was preventing account access and stated they were noting the issue in my account. Chase subsequently sent email confirmation that they received my request to update contact information and would update all account records within 3-5 business days. I made payment of {$830.00} ( exceeding payment plan ). Call recorded with agent noting account issues. 

IV. CHASE 'S DOCUMENTED ACKNOWLEDGMENTS Evidence from XX/XX/XXXX Statement : Late Fee Reversals : XX/XX/XXXX : - {$40.00} XX/XX/XXXX : - {$40.00} Interest Charge Reversals : XX/XX/XXXX : - {$1.00} XX/XX/XXXX : - {$0.00} XX/XX/XXXX : Made payment as agreed during the XX/XX/XXXX call, demonstrating good faith effort to resolve account issues. 

Credit Reporting Issue : Despite Chase 's documented acknowledgment of their system errors, they reported three consecutive 30-day late payments ( XXXX, XXXX, XX/XX/XXXX ) to all credit bureaus without noting these were caused by their technical problems. 

Original CFPB Complaint : Filed complaint requesting removal of inaccurate late payment entries from credit reports. 

Chase 's False Response to CFPB : Chase responded with demonstrably false statements, claiming : '' We were not able to locate any interactions with you concerning your inability to access your online account '' '' After review, we confirmed that there are no known issues found with your online account '' '' We found no error during our review '' Evidence Contradicting Chase 's False Claims : Chase 's own email dated XX/XX/XXXX, confirming payment plan setup due to account access issues Chase 's own email dated XX/XX/XXXX, confirming contact information update request Phone call log showing XXXX call to Chase 's official customer service number ( XXXX ) on XX/XX/XXXX Chase 's website confirming XXXX as their official Credit Card Customer Service number Current Issue : Chase has provided false information to federal regulators ( CFPB ), contradicting their own documented communications and official records. This constitutes bad faith dealing with federal oversight and potential violation of consumer protection laws. 

CRITICAL IMPACT OF CHASE 'S FALSE REPORTING My attempts to purchase a home and secure business funding for my small business are being critically undermined by Chase 's refusal to correct these false credit report entries. Specifically : Home Purchasing Impact : Mortgage lenders are using my artificially lowered credit score to : Deny my mortgage applications Offer significantly higher interest rates Require larger down payment percentages The three falsely reported late payments have dropped my credit score by approximately XXXX points This credit score reduction directly translates to : Higher mortgage interest rates Potential requirement for private mortgage insurance ( PMI ) Potential complete denial of home loan applications Small Business Funding Consequences : Business loan applications are being rejected due to the damaged credit profile Potential investors and lending institutions view the credit report as high-risk Unable to secure : Small Business Administration ( SBA ) loans Traditional bank business loans Lines of credit necessary for business expansion The false credit reporting is effectively preventing my business growth and entrepreneurial opportunities Long-Term Financial Implications : Each rejected application further damages credit reputation Increased difficulty in future credit negotiations Potential loss of business opportunities and personal housing stability Significant emotional and financial stress from Chase 's administrative errors Requested Urgent Resolution : 1. Investigation into Chase 's practice of providing false information to federal regulators 2. Immediate removal of three inaccurate late payment entries from all credit reports 3. Enforcement action against Chase for false statements to CFPB 4. Compensation for credit damage caused by inaccurate reporting and false regulatory responses 5. Written documentation confirming complete credit report correction Supporting Documentation Available : Original Chase emails confirming account issues and payment plan Phone call logs with timestamps and official Chase numbers Screenshots of Chase 's website confirming customer service number Payment confirmations showing good faith efforts This case demonstrates a pattern of corporate dishonesty where Chase not only failed to properly handle account access issues but then provided false information to federal regulators when held accountable, causing substantial, measurable harm to my personal and professional financial future.

Company response to consumer: Closed with explanation