Consumer complaint received 2023-08-19
Company: JPMORGAN CHASE & CO.
State: TX
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:
In XXXX of XXXX we decided to obtain a loan through Chase Auto to purchase a XXXX XXXX XXXX  that I was leasing from XXXX. I paid off the auto loan with Chase in approximately early XX/XX/XXXX. When I didn't receive the title I contacted them over the phone. They mailed me a notarized letter stating they acknowledged its lien for the vehicle had been fully satisfied. They instructed that I could take that letter and request my title with my state vehicle titling agency. In XXXX of XXXX I did just that however my state TX responded that the records showed that my vehicle was last titled in CA so they could not provide me with a title for my vehicle. When I leased the vehicle XXXX XXXX XXXX XXXX, when I got the auto loan through Chase, XXXX XXXX XXXX XXXX. When I contacted Chase they gave me the run around and said I needed to contact XXXX. When I contacted XXXX they told me the title needed to come from Chase. In XX/XX/XXXX a title for the vehicle showed up via XXXX  XXXX to my house. It has XXXX listed as the lien holder however they had a signature releasing the lien on the title. Not having much knowledge of how vehicle titles work I assumed it was acceptable and filed it with my records. Fast forward to XX/XX/XXXX, we tried to sell the vehicle. When we took the title to our local vehicle titling agency they informed us that the title is not considered a clean title because it has XXXX listed as a lien holder, even though they have signed the title they state a clean title should have been issued from Chase since they took the lien over from XXXX. Again I tried showing them the signed documents from Chase releasing their XXXX. They will accept those documents however they state that we must not only pay the sales tax for the vehicle we are also responsible for late fees and interest since the vehicle was not titled by Chase 30 days after purchase. I have several loan documents from Chase that show we were charged for and paid for sales tax, title transfer fee and certificate of title fee. In the term of our loan we paid a total of {$1300.00} for those items. I called Chase on XX/XX/XXXX and informed them of the situation that we are in. According to the state of Texas we either need a clean title or pay the amount of {$1700.00} ( taxes and fees that also include penalties and late fees ). The first time I called Chase on XX/XX/XXXX the representative told me tall hey could send me is a XXXX release letter. I told her I already have XXXX of those and it was of no help. My husband & I then went in person on the same day to our local branch. The manager was very helpful although she said all auto business was done online. She called a surpervisor on the phone from her office. We explained the situation and she stated that a new title request had already been submitted and was in the works from my earlier phone call. I explained that the representative told me it was a XXXX release and she assured me we would receive a clean title in XXXX business days. I called again on XX/XX/XXXX to check on the status, I was told it was still processing and if there were any issues I would receive a call. On XX/XX/XXXX I received a letter from Chase and it was in fact another lien release statement. The same document that I already have and what the original representative told me I would be receiving. I immediately called again and went through the entire situation again. This representative told me that it is not possible for them to provide me with a clean title. Their office does not have the capability to do that. At this point I am beyond aggravated and frustrated. I explained that the only solution to this problem is that I am reimbursed the sales tax and title fees that we paid in our loan as well as the late fees/penalties so I could apply for a new Texas title or for Chase to issue me a clean title. She was adamant that a clean title would need to be requested from XXXX. I called XXXX and they are adamant that they signed over their lien to the title and Chase should have issued a new title when we paid off our loan with them. At this point I don't see how this is going to get resolved if Chase is unwilling to accept responsibility and take any accountability. I have a vehicle that I can not sell because I don't have an acceptable title. I paid taxes on this vehicle when I purchase from Chase I am not going to turn around and pay those taxes again. Every time I call Chase it is a different story and a different answer. The solution they offered yesterday was for me to open an inquiry that could take XXXX weeks with no guarantee of any outcome that results in getting us our title. That is unacceptable. I feel like they have done nothing but continue to string us along. They should pay the {$1700.00} so I can get a Texas title for my vehicle unless they can provide a clean title. We have been Chase customers for twenty years and I have never had such a bad experience with any financial institution. Is this how Chase treats loyal customers!? Not only will I never obtain a loan with Chase I will strongly discourage anyone else from doing it & having to go through all of this hassle. I am at fault for not pursuing this more aggressively at the time of payoff but it should have never been this difficult. They assumed the lien when we took the loan out of the vehicle. In all my years of purchasing vehicle never has a financial institution not provided a clean title at the end of the loan.

Company response to consumer: Closed with explanation