Consumer complaint received 2022-06-15 00:00:00
Product: Credit reporting, credit repair services, or other personal consumer reports — Credit reporting
Issue: Problem with a credit reporting company's investigation into an existing problem — Their investigation did not fix an error on your report
Company: JPMORGAN CHASE & CO.
State: WI

Complaint narrative:
I recently have come across a situation with Chase in which I feel I'm being treated unfairly. I truly just need someone to listen and understand. 

On XX/XX/2021, I sent in a payment to pay off my full balance of {$2800.00}. After the payment, I never gave it another thought since I paid off the balance until a few months later when I checked my credit report. Per my credit report, I found to have an outstanding balance of about {$180.00} and 90 days late on my Chase credit card. I immediately contacted Chase customer service to inquire about this. The customer service representative took his time and was able determine that I had never received an additional bill for a small additional interest payment for approximately {$30.00}. I had recently moved and never changed my address through Chase since I had just paid off the balance in full and figured I would no longer be receiving anymore bills. I also had filed a change of address through my post office so all bills should have been forwarded to me anyway... which I have come to find out they didn't. The customer service representative at Chase was able to see that the bills that had tried to be sent to me had been returned to Chase by the post office. The situation ended up that I had an outstanding bill of approximately {$30.00} that I was never aware of that had been compounding late fees for 3 months and negatively impacting my credit score. Thankfully, all but 1 late fee was forgiven, and I paid the remaining balance while on the phone with customer service. I was thankful for their understanding but was honestly more concerned about how this would impact my credit score. Customer service stated they were unable to correct it and transferred me to the credit reporting department through Chase. Unfortunately, they refused to remove this report and informed me to file a dispute with XXXX. I questioned why they never contacted me via email or phone to inform me that my bills have been returned. He stated Chase can't possibly contact all customers if they are late on their payments. I understand that but, in this situation, I feel I should have been made aware instead of just allowing my account to accrue late fees. I did file a dispute with XXXX in the end. I received a letter back stating that they could not remove the reported late payments and to contact Chase again to ask that they be removed or file a complaint through the consumer financial protection bureau. I contacted Chase again today only to be told they have a policy against goodwill adjustments since they receive too many requests for them. She stated the information they submitted was accurate. Technically yes but ethically no it wasn't. They can CLEARLY see this was an isolated incident with a valid reason for the late payment. My past payment history proves that. 

I had great credit prior to this incident along with an excellent payment history. We are currently in the process of building a house and my decreased credit score is greatly impacting our mortgage rate especially with mortgage rates already on the rise. This is the ONLY detrimental item on my credit report. I'm a nurse and have worked tirelessly to make our dream of building a house come true and this credit issue is greatly affecting our estimated monthly payments causing it to be a nightmare. I don't feel that I should be penalized for 7 years with this negatively affecting my score. Why would I pay off my credit card only to leave {$30.00} unpaid for 3 months? I was paying off my card to increase my score not negatively impact it. It's my understanding that Chase allows COVID-19 deferred payments that does not affect one 's credit score which I feel is important. However, I feel that if Chase is able to help others in a financial situation that my situation should be considered as well. I do everything right... I pay my bills on time. I'm a customer that is being treated unfairly which is costing me greatly. I know other credit card companies grant goodwill adjustments, so I know it is possible. Please strongly consider my request. My card is under my maiden name XXXX XXXX.

Company response to consumer: Closed with explanation