Consumer complaint received 2025-06-27 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Problem with a company's investigation into an existing problem — Their investigation did not fix an error on your report
Company: JPMORGAN CHASE & CO.
State: NC

Complaint narrative:
I am filing a follow-up complaint regarding my charged-off Chase credit card account and a payment I made in XX/XX/XXXX based on a verbal agreement from a Chase representative. During that call, I was told that if I paid a partial settlement, the account would be deleted from my credit report. 

I relied on that agreement in good faith and paid {$1200.00}, which Chase acknowledged was accepted as a settlement. However, Chase continues to report the account as a paid charge-off and refuses to honor the deletion promised during the phone call. 

In their CFPB response dated XX/XX/XXXX ( in response to Complaint ID XXXX ), Chase admitted that : A phone call took place, The recording is no longer available, and They decline to update my credit reporting, despite the agreement made. 

The core issue is that a Chase employee misrepresented the terms of settlement, and the company now claims it no longer has the call recording which is material to the transaction and central to this dispute. 



Why this matters : This is a clear case of misrepresentation and detrimental reliance : I made the payment only because a verbal promise was made, Chase accepted the payment but refuses to honor the agreed-upon outcome, They now claim the recording is no longer available, which raises serious concerns about the companys procedures for handling and preserving material records. 

Because this call involved a financial transaction tied to settlement of a charged-off debt, Chase was obligated under federal compliance standards and consumer protection laws to retain the recording. Destruction of such evidence, particularly after a formal dispute, is highly problematic and may constitute spoliation of evidence.

Chase is continuing to report the account as a charge-off in a way that is incomplete and misleading, in violation of FCRA 1681s-2 and their responsibility to ensure the accuracy of furnished data.

What Im asking for : 1. That the CFPB investigate why Chase failed to preserve a call recording directly tied to a financial settlement transaction.

2. That Chase be required to either : Produce the call recording confirming no such promise was made, or Delete the tradeline from all credit bureaus if they can not verify their position with evidence.

3. That Chase be held accountable for failing to conduct a reasonable and good-faith investigation into this dispute under the FCRA.

Legal Intent Notice : I am preparing to pursue this matter in small claims court, where I will seek damages for misrepresentation, detrimental reliance, and credit reporting harm. I have retained all relevant documentation, including CFPB correspondence, proof of my settlement payment, and continued inaccurate credit reporting. If Chase refuses to take corrective action or acknowledge their mishandling of this settlement agreement, I will proceed with filing suit.

Company response to consumer: Closed with explanation