Goodwill Letters: How to Remove Late Payments
Ask creditors to remove accurate late payments as a courtesy. 79% success rate when you have 12+ months of on-time payments.
A goodwill letter doesn't dispute anything. It admits you made a mistake and politely asks the creditor to remove it anyway — as a favor.
It sounds like a long shot, but the data shows otherwise: borrowers with 12+ months of on-time payments before and after a single slip-up see success rates up to 79%.
Here's how to write one that works.
What Is a Goodwill Letter?
A goodwill letter is a written request asking a creditor to remove a negative mark from your credit report — not because it's wrong, but because you're a good customer who made an isolated mistake.
Key distinction:
- Disputes = "This information is inaccurate, investigate it"
- Goodwill letters = "This is accurate, but please remove it as a courtesy"
Creditors have no legal obligation to honor goodwill requests. But many do — especially for loyal customers with otherwise clean records.
When Goodwill Letters Work Best
✓ Ideal Candidates
- • Single late payment on an otherwise perfect account
- • Long customer relationship (2+ years preferred)
- • 12+ months of on-time payments before and after the incident
- • Extenuating circumstance (job loss, medical emergency, etc.)
- • Account now current or paid in full
✗ Unlikely to Work
- • Multiple late payments on the same account
- • Pattern of late payments across accounts
- • Account currently delinquent
- • New customer relationship
- • Large national banks with strict policies (Chase, Bank of America)
Which Creditors Honor Goodwill Requests?
Success varies wildly by institution. Based on consumer reports:
| Creditor Type | Success Rate |
|---|---|
| Credit unions | High |
| Small community banks | High |
| Synchrony Bank (store cards) | Moderate |
| Comenity Bank (store cards) | Moderate |
| American Express | Mixed (depends on tenure) |
| Chase | Low (strict policy) |
| Bank of America | Low (strict policy) |
| Collection agencies | Very Low |
Chase and Bank of America have publicly stated they don't honor goodwill requests due to FCRA accuracy requirements. But smaller institutions and credit unions often have more flexibility.
How to Write an Effective Goodwill Letter
Keep it short (under 300 words), sincere, and specific:
- Take full responsibility — Don't blame or make excuses
- Briefly explain the circumstance — Job loss, hospitalization, etc.
- Highlight your good history — Years as customer, on-time payments
- Ask specifically for removal — From all three bureaus
- Express gratitude — Regardless of outcome
Sample Goodwill Letter Template
Copy and customize this template:
[Your Name]
[Your Address]
[City, State ZIP]
[Date]
[Creditor Name]
[Address]
[City, State ZIP]
Re: Account Number [XXXX] — Goodwill Adjustment Request
Dear [Creditor Name] Customer Service,
I am writing to request a goodwill adjustment to remove the late payment reported on my account for [Month/Year].
I take full responsibility for this late payment. At the time, I was [briefly explain circumstance — e.g., "dealing with an unexpected hospitalization" or "between jobs due to a company layoff"]. This was an isolated incident that does not reflect my typical financial behavior.
I have been a loyal customer of [Creditor Name] since [Year]. Before and after this incident, I have maintained a perfect payment record with your company. My account is now [current/paid in full], and I have continued to make all payments on time.
I understand that you are under no obligation to make this adjustment. However, I am hoping you will consider removing this late payment from my credit report with all three bureaus (Equifax, Experian, and TransUnion) as a gesture of goodwill.
Thank you for your time and consideration. I truly value my relationship with [Creditor Name] and look forward to remaining a customer for years to come.
Sincerely,
[Your Signature]
[Your Printed Name]
[Phone Number]
[Email Address]
How to Send Your Letter
Option 1: Certified Mail (Recommended)
Send via USPS Certified Mail with Return Receipt. This creates a paper trail and proves delivery. Look up the creditor's mailing address for disputes/correspondence (often different from payment address).
Option 2: Online/Email
Some creditors accept goodwill requests through secure message centers. Check your online account for a "Contact Us" or "Dispute" option.
Option 3: Phone Call
Call customer service and ask to speak with someone about a "goodwill adjustment." If the first rep can't help, politely ask for a supervisor. Take notes on who you spoke with and what they said.
What to Expect
- Response time: 2-4 weeks by mail, sometimes faster by phone
- First attempt: May be denied — don't give up
- Persistence: Some succeed only after 3-6 months of repeated attempts
- If approved: Ask for written confirmation and verify removal on all three bureaus
If Your Request Is Denied
A "no" isn't always final:
- Try again in 3-6 months — A different rep may decide differently
- Ask why — Understanding their policy helps you address concerns
- Escalate — Ask to speak with a supervisor or manager
- Try a different channel — If mail failed, try calling (or vice versa)
- Accept and move on — The late payment will fall off in 7 years regardless
Goodwill Letters vs Other Strategies
The Bottom Line
Goodwill letters cost nothing but time. If you have:
- An isolated late payment
- Otherwise perfect payment history
- A reasonable explanation
...it's absolutely worth trying. The potential gain (+50-110 points) far outweighs the effort (one letter).
Worst case, they say no and you're in the same position. Best case, a major negative mark disappears from your credit report.