Consumer complaint received 2024-05-09 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Incorrect information on your report — Account status incorrect
Company: JPMORGAN CHASE & CO.
State: WA

Complaint narrative:
Reference : Chase Bank Mortgage On XX/XX/2023, my wife and I filed a request with Chase bank for assistance with our mortgage payment, a service that they offer on their website. We have XXXX  properties and for over XXXX  years have never missed a payment, but due to XXXX XXXX  issues we were having cash flow issues late XXXX  We could have prioritized and made the payments if necessary, had we known the risk. under no circumstances would we miss a payment unless we were sure there would be no negative consequence. 
Per Chase description of the XXXX Assistance ( XXXX  ), the process of getting approved takes XXXX  days. For reasons that are not clear to us, the process took a lot longer and during that time we were in contact with Chase on a regular basis. On several occasions during telephone conversations, we sought assurance that there would be no consequence for delays in payment. We were assured that while in the application process Chase would not report the late payment to the credit agencies. 
In late XXXX we got approval for the XXXX, something they called XXXX  XXXX, we were required to pay a monthly fee of {$100.00} to participate. In the approval notice, there was a statement that indicated that this may affect your credit. This was a concern, and this was the first time we heard of this possibility. The key here is that it may implying that some factors would influence that outcome. No idea what that would be. 
In XXXX we sold the property in question, therefore only participated in the XXXX process for XXXX month. 
In XXXX we learned that Chase had reported XXXX payments ( XXXX, XXXX, and XX/XX/2023 ) as delinquent. We immediately contacted Chase and asked to have this corrected, we also contacted all XXXX credit agencies a disputed these XXXX delinquencies. All three agencies changed the items from delinquent to late and informed us we need to work with Chase to resolve this. 
We did request from Chase any language or terms in their process/agreements that informed us that this was a possible outcome, no response. 
After several back and forth with Chase, they finally rejected our appeal and referenced the note in the XX/XX/XXXX MA approval that this process may affect your credit, as the justification for the rejection. For some unexplained reasons, on XX/XX/XXXX, they changed the XXXX payment to be on time, but XXXX and XXXX would still be late. 
Our complaint : 1. We specifically resaid the issue of credit reporting several times and were assured that NO negative information would be reported during the approval process. We do not have the specific dates of these conversations, but Chase records all conversations and should have records of these events. This is critically important since we could have kept the payment current had we known the risk of affecting our credit. 
2. Since the reported delinquencies where for XXXX, XXXX, and XX/XX/2023, and they only provided contractual language indicating that this may affect our credit in late XXXX, its hard to understand how that could be the justification causing a significant damage to our credit. And the fact that they changed the XXXX payment to be on time, rather counter-intuitive. 
XXXX. The only legal language that has been provided indicates the authority they are acting on is based on ambiguous language ( may ) and that they have some discretion, why elect the most negative outcome.

Company response to consumer: Closed with explanation