Consumer complaint received 2021-10-07
Company: JPMORGAN CHASE & CO.
State: WA
Product: Vehicle loan or lease
Sub-product: Lease
Issue: Problems at the end of the loan or lease
Sub-issue: Problem with paying off the loan

Complaint:
Chase will not close out my Lease account due to " an internal issues that misapplied my payoff payment ''. Chase is still charging me the monthly note due and assessing late fees. Actions below are pursuant to the lease buy out for the XXXX XXXX as per contract terms. 

Note : All dates listed below involve hours on the phone calling multiple times because of bad connections on Chases end and multiple hang ups. Once transferred to the correct department supervisor the call gets dropped and I have to start the painful process once again. It takes multiple efforts to get thru to the correct employee. Connections are very bad, breaking up, loud background noises ( once had a rooster in the background ). Extremely difficult and painful process just so that Chase can release me from my financial obligation that I have on my end lawfully complied with. 

Timeline Notes : XX/XX/2021 : Obtained written instructions from XXXX XXXX XXXX via CHASE on how to payoff and purchase my leased vehicle ( lease term ending XX/XX/2021 ). Payoff good-thru date XX/XX/2021. 

XX/XX/2021 : Mailed completed End of Lease Payoff Payoff packet with full payment of {$24000.00} to Chase via Certified USPS. 

XX/XX/2021 : Received by Chase on XX/XX/2021 via USPS verification. 

XX/XX/2021 : Called Chase Customer Service to check on status of my Title and told by XXXX that the payoff payment was not applied correctly and that a " Ticket '' would be opened and worked by XX/XX/2021 to close out my lease account. No further communication from Chase after that point. 

XX/XX/2021 : Called back told that " Ticket '' was not worked and now the " Ticket would be " Escalated '' by a Customer Service Supervisor named XXXX. She confirmed that the Lease Buy Out Packet and payoff funds were received and posted to my account on XX/XX/2021. She along with all other agents I spoke with promised and guaranteed profusely that the " Ticket '' would be worked, and the payment would be applied correctly back to XX/XX/2021, furthermore that all late fees and negative credit file reporting would be reversed and corrected. To " rest assured and not to worry about it ''. Never in the three years of my lease were payments ever late. No further instructions nor next steps giving and I was told to just wait that someone would contact us sometime in the future. " To just be patient ''. 

XXXX/XXXXXXXX : NO further word from Chase, a secure message was sent requesting follow up. Messaged back and asked to call in for further follow up. 

XX/XX/2021 : Called in as per Secure Message instructions. Spoke to XXXX XXXX Service Specialist Supervisor. He read XXXX 's notes stating that she sent a follow up internal email to the department that needs to work my " Ticket '' and that she herself was waiting for a response from XX/XX/2021 - no corrective action taken as of yet. XXXX asked me to continue to be patient and to not worry all would be back dated and corrected. " To be patient ''. 

XX/XX/2021 : No further word from Chase, called back. Agent told me to give it a few more days still not action taken. Told me that she would place my account on " hold '' so as to not get collections calls. Again we have never been late on a payment- complete payoff amount was sent for {$24000.00} and I am having to deal with a possible collections. By this point we are in XXXX and FCRA violations as Chase has not released me from my obligations. 

XX/XX/2021 : Still no word from Chase. Account Service Supervisor XXXX related notes from Customer Service Supervisor XXXX that " issue is due to an Internal Chase Tax issue and that no further details could be given to me that they are still working on it '' ; totality of payment will be back dated to XX/XX/2021 and all late fees will be reversed not to worry. -- I'm worried!!!! Told to continue to be patient. No further instructions given -- explained to XXXX that my auto tabs and registration are due XX/XX/2021 and that I need my title in order to be compliant with my state laws and comply with proper vehicle registration. That by not " working my ticket '' their practices are abusive, distressing, and unlawful. 

XX/XX/2021 : Called again and spoke the another Account Services XXXX named XXXX who stated " he can fix my problem '' and will call me when it's done. I wait patiently.

Company response to consumer: Closed with non-monetary relief