Consumer complaint received 2026-04-28 00:00:00
Product: Mortgage — Conventional home mortgage
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: NY

Complaint narrative:
In XX/XX/year>, I contacted JPMorgan Chase Bank to request temporary payment assistance for a single mortgage payment. I was offered a XXXX repayment plan. Before agreeing, I repeatedly and explicitly asked whether enrolling in this plan would result in negative credit reporting. I was clearly told that it would not. That statement was false, and I relied on it to my detriment. After enrolling, I received a credit alert showing I was being reported as delinquent. I immediately contacted Chases escalations team, who reviewed the recorded call and confirmed that I had been given incorrect information by their representative. I was then advised that the only way to prevent continued negative reporting was to cancel the repayment plan. Based solely on that guidance, I canceled the plan. After canceling, I was informed I needed to pay approximately {$6000.00} to bring the account current. While the Executive Office later stated that I was told this requirement, that position ignores the central issue : I initially sought assistance for XXXX payment, yet due entirely to Chases misinformation and subsequent direction, I was placed in a position where I was effectively required to make XXXX payments at once. This is precisely the hardship I was attempting to avoid by contacting Chase in good faith. I requested a reasonable extension to resolve the balance and was denied. Although XXXX late payment was removed due to the fact I was indeed given the wrong information., Chase subsequently reported me late for XXXX and XX/XX/year>. When escalated to the Executive Office, they refused to remove these derogatory marks, asserting that I would not have been reported late had I remained in the repayment plan. This assertion directly contradicts what I was told by their own representative, which was the sole reason I canceled the plan. Had I been provided accurate information, I would never have entered into the agreement and would have made my payment through other means. The Executive office said they did not hear that in the call that I would be marked late every month on that plan with the credit agencies which again is False information its clearly stated in the calls and why the payment plan was cancelled! The only plan chase had at that time which was not being offered any longer was the XXXX Relief plan and that was the ONLY plan that did not report to the credit agencies. Despite multiple good-faith efforts to resolve this issue directly, including escalation to the Executive Office , Chase has refused to correct the inaccurate credit reportingeven after acknowledging that I was provided incorrect information. This conduct raises serious concerns under the Fair Credit Reporting Act, which requires furnishers to report information accurately and to correct information that is known to be inaccurate or the result of error. Reporting delinquencies that arose directly from documented misinformation provided by the furnisher itself calls into question the accuracy and integrity of that reporting. Additionally, this situation constitutes negligent misrepresentation and may also implicate unfair or deceptive acts or practices standards under federal consumer protection laws. I relied on false information provided by Chase, and that reliance directly caused financial harm and damage to my credit profile. Requested Resolution : Immediate removal of all late payment reporting for XX/XX/year> and XX/XX/year> Written confirmation that all negative reporting tied to this repayment plan has been permanently removed from all credit bureaus. Confirmation that Chases internal records reflect that this delinquency resulted from documented misinformation provided by their representatives If this matter is not resolved, I am prepared to pursue all available remedies, including filing additional complaints and seeking legal counsel regarding violations of the Fair Credit Reporting Act and other applicable consumer protection laws. I request that the Consumer Financial Protection Bureau require Chase to correct this inaccurate and unfair reporting, which is the direct result of their admitted error.

Company response to consumer: Closed with explanation