Consumer complaint received 2025-12-03 00:00:00
Product: Credit card — General-purpose credit card or charge card
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: UT

Complaint narrative:
I am submitting this complaint regarding JPMorgan Chase Bank, N.A., in connection with misinformation provided to me by a Chase representative and the resulting financial harm I experienced after reasonably relying on that misinformation. 

In late XX/XX/2025, I contacted Chase regarding a late payment reported for XX/XX/2025. During that call, the Chase representative explicitly stated that the late payment would be removed from my credit report. Based on the representatives assurance, I instructed my mortgage XXXX to proceed with a refinance application. I have now spent months unable to move forward, as the promised deletion never occurred. In mortgage transactions, timing is essential as interest rates fluctuate, application windows close, and delays cause measurable harm. This is precisely the type of consumer injury the CFPB was created to prevent. 

In their recent CFPB response, Chase acknowledged the following : - Their representative assured me that the late payment would automatically come off my credit report. 
XXXX Chase now classifies that assurance as misinformation and states the agent should not have made that statement. 
XXXX Chase acknowledges that this representation was incorrect. 

Despite this, Chase maintains that it does not perform courtesy deletion and has declined to correct the reporting. 

This matter is not solely about disputing the accuracy of a credit report entry. Rather, this complaint concerns : - Misrepresentation by a Chase representative, - Detrimental reliance on that misrepresentation, - Documented acknowledgment by Chase that misinformation occurred, and - Financial harm resulting from that misinformation.

Regulatory Basis for My Complaint 1. Deceptive Acts or Practices ( Dodd-Frank Act, 12 U.S.C. 5531 ) Under the Consumer Financial Protection Act, a representation is deceptive if : - It is likely to mislead a reasonable consumer, and - The misleading statement is materialmeaning it affects a consumers decisions or actions. 

Chases representative made a clear, affirmative misrepresentation about an outcome that directly impacts creditworthiness, which is inherently material. Chase has already acknowledged in writing that the assurance was inaccurate and should not have been provided. 

2. Unfair Acts or Practices ( 12 U.S.C. 5531 ( c ) ) An act or practice is unfair if : - It causes or is likely to cause substantial injury, - The injury is not reasonably avoidable by the consumer, and - The injury is not outweighed by benefits to consumers or competition. 

I could not have avoided this injury once I relied on the representatives statement. Mortgage timing is sensitive and financially consequential. The delay caused by Chases misinformation meets the standard for substantial injury. 

XXXX. Furnisher Responsibilities Under FCRA ( 15 U.S.C. 1681s-2 ) While I understand that furnishers must report accurate information, FCRA also requires : - Reasonable procedures to ensure accuracy, and - Correction of information resulting from a furnishers own errors or misleading representations.

This situation falls outside normal disputes : The information itself may be accurate, but the consequences I experienced stem directly from Chases admitted misrepresentationnot the underlying facts of the account. 

XXXX. Duty to Prevent Misrepresentation ( Regulation Z Commentary, 12 C.F.R. 1026.36 ) The CFPB has repeatedly clarified that creditors must avoid misleading statements that influence a consumers understanding of their credit standing or options. Chases incorrect assurance directly influenced my financial decision-making. 

This request does not seek to compel Chase to inaccurately report information. Instead, it seeks an appropriate response where a consumer was misled by a financial institutions representative and suffered tangible consequences as a result.

Company response to consumer: Closed with explanation