Consumer complaint received 2026-04-10 00:00:00
Product: Debt or credit management — Debt settlement
Issue: Problem with customer service — 
Company: JPMORGAN CHASE & CO.
State: NY

Complaint narrative:
I am submitting this complaint on behalf of my client, XXXX XXXX, regarding Chases handling of a settlement agreement and their repeated failure to provide required documentation, which is placing my client at risk of default through no fault of her own. Background & XXXX of Events : XX/XX/year> : Settlement offer accepted on the account ( ending in XXXX ). XX/XX/year> : Contacted Chase to request status of the settlement letter. Spoke with XXXX, who advised that the letter would be received within XXXX business days, with an expected delivery date of XX/XX/year>. XX/XX/year> : Followed up with Chase after the letter was not received. Spoke with XXXX, who stated she would submit a request to resend the letter. She also advised that Chase can not email, fax, or overnight the letter under any circumstances. XX/XX/year> : Followed up again. Spoke with XXXX XXXX ( ID : XXXX ), who advised that they were unable to get in contact with their back-office team and could not provide a resolution, stating only that there would be an update in 13 days. No update was provided. XX/XX/year> : Spoke with XXXX ( ID : XXXX ). He initially stated the letter had been sent to an incorrect address ( XXXX XXXX, c/o XXXX XXXX XXXX XXXX then corrected himself and confirmed that the correct attorney address ( XXXX XXXX XXXX XXXX XXXX XXXX, XXXX, NY XXXX XXXX is XXXX file. He further advised that, following the XX/XX/XXXX call, a new letter was issued on XX/XX/year>, but that it would take XXXX business days to arrive. Despite these representations, the letter has still not been received. During the XX/XX/XXXX call, I explained that the payment is due within XXXX days, and we can not advise our client to make any payment without the settlement offer in writing. Due to XXXX delays and errors, I requested reasonable accommodations, including : Overnighting or faxing the settlement letter, or Extending the payment due date XXXX refused all options and stated that the client would need to wait for the mailed letter. When asked how to proceed given the imminent due date, he advised that the client would have to default, and refused to explore any alternativesdespite this situation being caused entirely by Chases failure to timely and properly issue the settlement documentation, including clearly sending it to the wrong address despite multiple confirmations of the correct law office address on file. Issue : Chase has demonstrated a clear pattern of delay, miscommunication, and refusal to provide reasonable accommodations, despite multiple documented attempts to obtain the settlement letter. Their refusal to provide the agreement via expedited or electronic means, combined with their refusal to extend the payment deadline, is effectively forcing my client into default. This conduct is bad faith, as Chase has failed to provide the necessary documentation within a reasonable timeframe while simultaneously holding the client to strict payment deadlines. Requested Resolution : We are requesting that Chase : Immediately provide the settlement letter via email, fax, or overnight delivery ; Extend the payment due date to allow for proper receipt and review of the agreement; Ensure proper internal communication so that representatives can access accurate information and provide timely assistance ; If Chase is unable or unwilling to comply with the above, transfer this account to a third-party collection agency that can handle the matter appropriately and in a timely manner. Chases failure to act reasonably has left my client without a viable path to comply with the agreement, and we are seeking prompt intervention to resolve this matter. Submitted by : XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX

Company response to consumer: Closed with explanation