Consumer complaint received 2018-08-25 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 — Problem with personal statement of dispute
Company: JPMORGAN CHASE & CO.
State: VA

Complaint narrative:
Following is my recent communication with Chase customer service. 

" I recently traveled to XXXX, including XXXX. In the rush to prepare for the trip, I missed a payment, then, to avoid risk of hacking, especially in XXXX, I stayed out of my financial accounts until I returned on XXXX XXXX. Since then I've repaid all arrears and resumed regular payments. All dates and amounts are shown in the attached file history.png. 

Now I find that a couple of missed payments, even though I've regularly paid much more than the minimum for many years, has gained me threats of foreclosure, referrals to Balance, and a severe hit on my credit rating from XXXX to XXXX. What the XXXX??? 

Is there anything we can do to restore the correct credit rating? " Following is their response. 

" Date : XXXX-2018 XXXX From : XXXX XXXX XXXX Subject : Re : Other Inquiry Message : Hello XXXX : I hope you enjoyed your travel to XXXX! 

I am happy that you brought this matter to our attention through our Secure Message Center. I can see how rushing to prepare for the trip caused you to miss your mortgage payment. I realize how upsetting it is to receive notice of foreclosure and the result of your credit rating dropping, especially after you've consistently paid much more than the minimum each month for several years. My name is XXXX, and it is my pleasure to assist and provide you additional information. 

XXXX, I first want to thank you for bringing your account current. I want to reassure you that you are up to date on your loan and we are not going into any foreclosure proceedings. I realize your frustration behind your credit rating dropping due to missed payments. Please bear in mind, your payment is due on the XXXX of the month, but we'll consider it paid on time with no fees assessed if we receive it by the XXXX. Late fees are not reported to the credit bureaus. To be considered on time with no negative credit reporting, your monthly payments must be received within 29 days of the due date. 

We are obligated to follow the fair credit reporting guidelines. This means we can not change any late credit reporting unless it was reported incorrectly. 

I do want to mention that we do offer the Autocharge ( ACH ) program that automatically drafts from your checking account each month. This program will allow you to choose a date from the XXXX to the XXXX of the month to have your monthly payment automatically drafted without having the worry of a late charge being assessed or for your credit to be negatively impacted due to missed payments. 

For your convenience and immediate access, I've attached an ACH application to this email. You will need the latest version of XXXX XXXX XXXX installed to be able to open the attachment. 

Alternatively you can enroll online on chase.com. If you need any assistance enrolling online, you can reach us as XXXX, anytime. 

If you require any further assistance, please let us know. 
We are only an email away and always here to help. 

Take care, and have a great weekend ahead. 

Best regards, XXXX XXXX Chase XXXX XXXX TTY / Text Telephone www.chase.com ''

Company response to consumer: Closed with explanation