Does Chase remove late payments with goodwill letters?

Almost never. Chase has a documented policy against goodwill removals and typically sends form letter rejections. Large banks like Chase, Capital One, and Citi rarely grant goodwill adjustments. Credit unions, smaller regional banks, and some store credit cards are more likely to respond positively.

How many times should you send a goodwill letter?

Most advisors recommend trying 2-3 times if the first attempt fails, sometimes escalating to a supervisor or a different department. Sending the same letter 20 times rarely helps and can annoy the creditor. A better approach: vary your approach, escalate to a manager, or try a different channel (phone vs. mail).

Can a goodwill letter hurt your credit?

No. A goodwill letter is simply a written request — it can't make your situation worse. In the worst case, the creditor ignores it or says no. There's no penalty for asking, and no credit impact from the letter itself.

Goodwill Letter Explained: What It Means for Your Credit

Quick Definition

A goodwill letter is a written request asking a creditor to remove a negative item from your credit report as a courtesy — not because of a legal error, but because you've been a good customer and the mark was an isolated incident. It's most effective for late payments on accounts that are now current, where you have a solid payment history before and after the late mark. It's a no-cost, low-effort strategy that works often enough to always be worth trying.

How It Works

You write directly to the creditor (not the credit bureau) explaining the circumstances of the late payment, acknowledging responsibility, highlighting your otherwise positive history, and asking them to remove the late payment as a goodwill gesture. The creditor has complete discretion — they're under no legal obligation to remove accurate information. But they also have no legal obligation to keep it there.

What Makes a Goodwill Letter Work

The letters that get results share a few elements:

A brief, honest explanation — job loss, medical emergency, family crisis, or just a genuine oversight. Not excuses, just context.
Acknowledgment of responsibility — "I understand this was my mistake and I'm not disputing that the payment was late."
Your positive history — "I've been a customer since 2015 and have made X payments on time. This is the only late payment on this account."
A specific, polite ask — "I'm writing to respectfully request that you remove the [month/year] late payment notation as a goodwill adjustment."
Proof of resolution — Show that you're now current, and have been for a meaningful period.

Which Creditors Respond

Credit unions and smaller regional banks have the highest goodwill removal rate. They often have more flexibility and a more community-oriented customer service culture. Large national banks — Chase, Capital One, Citi, Bank of America — have documented policies against goodwill removals and almost always reject requests. Store credit cards (especially those serviced by Synchrony or Comenity) sometimes respond positively. Mortgage servicers and auto lenders vary.

Why It Matters for Credit Repair

Late payments are the single most damaging factor in a credit score, accounting for 35% of your FICO score. A single 30-day late can drop a score by 50–100 points. A goodwill removal is one of the only legal ways to remove accurate negative information. Unlike disputes under the FCRA, which require an error to challenge, goodwill letters don't need inaccuracy — they just need a sympathetic creditor and the right ask.

Even if the first letter fails, persistence sometimes pays off. Customer service representatives have varying degrees of authority and willingness to help. A letter to the executive team, the CEO's office, or a specific compliance department sometimes gets a different result than a letter to the general customer service queue.

What Most People Get Wrong

Myth: Goodwill letters never work. They work often enough to always try. Success rates aren't published, but credit repair professionals use them routinely for isolated late payments, especially with smaller creditors.
Myth: You should dispute the late payment with the bureau instead. Disputes require inaccuracy — if the payment was genuinely late, the bureau will verify it and the dispute will be rejected. A goodwill letter is the appropriate tool for accurate but removable information.
Myth: One rejection means it's over. Different representatives give different answers. Some credit repair practitioners send goodwill letters repeatedly or escalate to supervisors and executive offices. A no from a first-tier customer service rep isn't a final answer.

Jess's Take

goodwill letters are a long shot at big banks — Chase is basically a no every time. but credit unions? smaller banks? they often respond. the key is making it personal and showing a track record. a form letter won't cut it — it has to feel like you actually wrote it and they can see who you are as a customer.

Goodwill Letter: What It Means for Your Credit