Consumer complaint received 2022-11-22
Company: JPMORGAN CHASE & CO.
State: CA
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Problems at the end of the loan or lease
Sub-issue: Unable to receive car title or other problem after the loan is paid off

Complaint:
I XXXX XXXX have been JP Morgan Chase customer for couple years and use this bank for all our needs. I secured loan from JP Morgan Chase bank in XXXX for the following semi truck. 

see attachments for more information there is XXXX document we paid {$5.00} to pull record it clearly shows as of XX/XX/XXXX Chase has XXXX on truck. Even today we called as of XX/XX/XXXX XXXX still shows on XXXX record Bank : Chase Bank website : Chase.com or jpmorgan.com Chase Branch XXXX  Manager : XXXX XXXX ( XXXX ) XXXX email : XXXX Case worker : XXXX XXXX Ext : XXXX Customer : First Name : XXXX Last Name : XXXX ( though my last name is now XXXX after marriage. ) Loan Account No : XXXX Model : XXXX XXXX. Year : XXXX License Plate : XXXX XXXX  Plate : XXXX CA XXXX : XXXX My no : ( XXXX ) XXXX Email : XXXX My Company Cell is ( XXXX ) XXXX and my husband usually keeps the phone and if any further questions call talk to my husband XXXX also about the case as I authorize. 

Chase Escalation Case No : XXXX Handler : XXXX XXXX he is doing nothing except keep stating I am waiting to hear back from back office. 

Please see the documents attached we paid off our truck in XX/XX/XXXX and we were under impression we have Title. Once we couldn't find it we contacted XXXX in XX/XX/XXXX and found out Chase Bank never released the XXXX. We immediately contacted Chase customer service in XX/XX/XXXX after putting us in lots of circles and wasting our time finally they asked us to contact our local banker. We contacted local banker XXXX XXXX in XXXX XXXX in XXXX, XXXX. We gave XXXX XXXX XXXX XXXX email address XXXX for bank to contact so that bank can release the lien asap. 

XXXX started the process and we got notarized documents from Bank as a pay off letter with last 2 digits missing of VIN number making documents void. XXXX refused to accept the letter as VIN number has XXXX  letters missing but even if letter was perfect they wanted bank to release title electronically only no exceptions ; if fails they suggested bank should file XXXX XXXX ( not regular XXXX ). Bank did file some documents and gave us tracking number after making frequent requests with banker. Fedex tracking number was XXXX. After 1 month waiting we found out bank was supposed to send XXXX to XXXX XXXX XXXX XXXX XXXX which they didn't. 

Eventually local branch banker XXXX stopped responding and very rudely said she is not representing this case then XXXX the bank manager took over and she didn't do nothing except putting us in circles. Then case was escalated first to XXXX then after some weeks they closed the case and gave case to XXXX and we were assigned another case number XXXX. XXXX said 3 weeks ago we are researching your case. XXXX was called couple times and same " we are waiting to hear from back office. '' We talked to Corporate office XXXX and same circles. 

Five months past Chase has no clear answer. It is giving me so much stress and pain that I am losing lots of money and time calling XXXX and bank. Bank has been rude to us. 

Under Federal and State laws bank has to release lien immediately once things are paid off. XXXX was paid off in XXXX and now is XXXX and bank is not releasing the XXXX. Even after 7 years of paying off bank is not working hard to release the XXXX. We have to sell our truck and during this 5 months we lost 4 buyers as we couldn't obtain Title due to lien.

We want bank should be held responsible for breaching Federal and State laws to hold my property illegally. Please take immediate take action against bank and free me from extreme stress and pain they are giving my whole family. Bank knows how to put lien on things and should also know how to remove liens once things are paid off.

Company response to consumer: Closed with explanation