Consumer complaint received 2015-08-12 00:00:00
Product: Credit card — 
Issue: Other — 
Company: JPMORGAN CHASE & CO.
State: IL

Complaint narrative:
I 'm writing specifically about my Marriott rewards credit card and it 's credit reporting. I had two account numbers ******************* and that was switched to XXXX. My specific issues is related to the credit reporting of this account and the 30 day late payment that was reported for XX/XX/XXXX 
I 'll try to make this as concise as possible. We 've used our Marriott rewards card for a few years, spent quite a bit and almost always paid it off and in full the very next month ( please review the records ). We made a decision to stop using the Marriott card and to switch everything over to Chase XXXX. We opened that XXXX account in XX/XX/XXXX. At that time we started tapering off our charges from Marriott to XXXX. 
The main issue is stemming from the incompetent staff at XXXX in XXXX. We authorized them to charge us {$2.00} per month to hold for a tanning package. After noticing that this was the only remaining charge that was being charged to the Marriott card, we called them and verbally gave them the XXXX card and requested that they switch to the new card. That was the end of it or so we thought. 

As it turns out, XXXX never processed the credit card change and they continued to charge the Marriott card {$2.00}. We had no idea that they were doing this. We were and are still setup to receive paperless statements from Chase via email and we did get the statements, we did n't review them because we thought they were only for the Sapphire card and that card is paid through our Bank XXXX XXXX XXXX via a bill pay feature. The bills are paid automatically. We set everything up this way. We did n't have a need to read the statements. That is the only reason why we did n't notice. We had no reason to expect a statement from the Marriott card because it was n't being used for anything and nobody was authorized to put charges on it. Since we continued our relationship with Chase using the XXXX account, we always assumed the statements that came were for the XXXX account and there was no need to look at them because everything was setup to be paid automatically by our bank. My hope is that someone can see how this could have happened to anybody especially since we were actively using another credit card from Chase. This is not a situation where we ignored something or could not pay it, we just had no reason to check through our statements since nobody was authorized to use that card and everything else that we manage is done so through our bank and automatically. I am self employed, travel extensively and frequently put in very long and stressful hours. The benefits of having things automated reduce the amount of time we have to look over everything. 

The frustration lies in that our credit is now severely damaged as a result of the late payment. This was all done without our knowledge and it boils down to the incompetent employee at XXXX who never processed our request to switch payment methods. We 've been with Chase for several years and have always paid on time. We are now trying to get pre-approved to purchase a home and we are unable to move forward due to this late payment reporting on both of our credit reports. 
We ca n't help but feel a little slighted here as this new credit score is not an accurate indicator of our credit risk nor of our behavior towards our obligations. A representative from your executive customer service department expressed to me that when it comes to credit reporting, it is a black and white issue. Can someone please review all of this and please help us out by putting in a request to remove this negative mark from our otherwise perfect credit history?

Company response to consumer: Closed with explanation