Consumer complaint received 2023-07-28
Company: JPMORGAN CHASE & CO.
State: CA
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Managing the loan or lease
Sub-issue: Billing problem

Complaint:
Chase Auto has neglected to provide me with required monthly statements, continues to send mail to me at the incorrect address, and does not allow me to have online access to my account despite numerous attempts to get them to resolve all these issues. As a result, often I have been at a huge disadvantage in adequately tracking the proper management of my account, including being able to verify principal, interest, and posting of fees. This month Chase Auto reported my account 30-days late to the credit bureaus, significantly impacting my credit score and rating. I called to dispute the credit reporting because in the last email notifications I received from them, it clearly stated that my account was current and that the only payment coming up due was my XXXX payment in the amount of {$280.00}. They explained that my account was actually also due for the XXXX payment which was due on XX/XX/23. I was never notified that my account was running behind, was never sent a letter, an email or given a call or left a voicemail. The supervisor i spoke to confirmed they did not have my correct address on file and still could not explain why i have not been granted access to my account online so i can keep track of the activity, set alerts or monitoring. On XX/XX/XXXX, i received an email from Chase Auto showing that only an amount of {$280.00} was due on XX/XX/23. On XX/XX/XXXX, i received another email from Chase Auto stating " Payment Due- your vehicle payment is due soon ''. These billing communications never conveyed any messaging to indicate the account was past due, nor that potential credit impact would be involved if a payment wasn't received by XX/XX/23 ( Sunday ). I had no way of knowing the account was late until someone from Chase Auto called me the morning of XX/XX/23 ( Monday ) to let me know that the account was now 30-days late. I was extremely shocked to get a call the day 'after ' my payment was expected, why wouldn't they have called a day or two prior? It certainly appears not only negligent but also very much like predatory practices where they are benefiting of customers being late with payments to charge extra interest and fees. I have on several occasions asked them to fix the issue with my online account access, i have on several occasions asked them to update my mailing address yet they keep sending it somewhere else, it is their negligence that has caused this entire mishandling of communication and billing related to my account which has now also subsequently led to incorrect and unjustified negative 30-day late reporting. I also need to point out that i am a co-borrower on this account, my daughter makes the car payments, however, as a co-borrower i am also entitled to have access to my account so that I can track account activity. The supervisor i spoke to on XX/XX/23 suggested that I " borrow '' my daughter 's log in credentials to access the account. This is simply ridiculous to ask, nor do I think is the way a company as big as JP Morgan Chase should be conducting business as there is clearly no regard for individual customer privacy.

Company response to consumer: Closed with non-monetary relief