Consumer complaint received 2023-02-28
Company: JPMORGAN CHASE & CO.
State: CO
Product: Vehicle loan or lease
Sub-product: Lease
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 paid off a lease at the end of the term. The lease was for a XXXX XXXX XXXX. The lease was through XXXX XXXX XXXX and Chase Bank. The payoff took place on XXXX XX/XX/XXXX. I have attached a document showing the date the check for the payoff posted. 

I have had several problems with the title paperwork provided at the end of the lease after the payoff. 

First, it took way too long for me to get the title documents. I've attached a screenshot of Chase 's website indicating that title documents are generally sent within 2 to 10 business days. I did not receive any title documents from Chase until XXXX, more than a full month after the lease was paid off. Chase took far too long to provide these documents. 

Second, the Standard Sales Tax Receipt for Vehicle Sales provided as part of the paperwork was not signed and contained numerous errors and inaccuracies. I've attached a photo of this document. 

The document was not signed by any responsible person at Chase. The Dealer/Retailer Signature was blank. 

The sales tax rate for XXXX XXXX in Part 2 of the document is not correct. The listed tax rate is 1.185 %. That is wrong. That is the correct rate for XXXX, but the vehicle sale took place in XXXX when the rate was 0.985 %. 

The 0.1 % wildfire mitigation tax and 0.1 % emergency service tax were not in effect in XXXX XXXX in XXXX. Those went into effect on XXXX XX/XX/XXXX, after the sale took place. Here is a link to a news article describing these taxes XXXX XXXX XXXX XXXX  I've also attached a document from the XXXX of XXXX describing this tax change. 

As a result, I have no choice but to believe I was overcharged for this tax by Chase. 

The XXXX XXXX tax rate is listed as 1.1 % but the amount of tax remitted is not 1.1 % of the net sales price ( it is off by {$0.00} ). 

Part 4 of the document is not filled out. The sum of the taxes listed in the document does not match the payoff amount I made to Chase, and I did not receive any accounting explaining this discrepancy. 

Because of these problems, especially the fact that the receipt is not signed, the local DMV refused to accept the Standard Sales Tax Receipt for Vehicle Sales provided by Chase. As a result, I am in a great deal of legal jeopardy. I have no valid title to the vehicle in my possession. 

I tried calling Chase and XXXX XXXX XXXX to resolve this issue. I first called on XXXX XXXX. I described the problems and the representative advised me that they would create I case. I asked for a call back with an update within 24 to 48 hours. 

On XXXX XXXX, having not heard from Chase, I called back. I spoke to a representative who could find no record of the call I made on XXXX XXXX. Apparently the representative who took my call on XXXX XXXX did not keep any notes, resulting in the waste of two days. The representative I spoke with on XXXX XXXX created a case. She said that the case would probably be resolved by XXXX XXXX. I asked for a call back with an update within the next 48 hours. 

On XXXX XXXX, having not heard from Chase, I called back again. I spoke to a representative who said the case now would be resolved by XXXX XXXX. That is too long when I am increasingly getting threatening phone calls from my local DMV. I asked to speak to a supervisor, who told me she would email the team reviewing my case and ask them to hurry. I asked for a callback the same day and for Chase to rush me a corrected version of the document, but I still have not heard back from Chase. 

Chase needs to move much more quickly to resolve this matter, considering that two months have elapsed when they advertise getting you title documents within 10 business days.

Company response to consumer: Closed with explanation