Consumer complaint received 2021-10-13
Company: JPMORGAN CHASE & CO.
State: CT
Product: Vehicle loan or lease
Sub-product: Lease
Issue: Managing the loan or lease
Sub-issue: Billing problem

Complaint:
I am filing a complaint about JP Morgan Chase Bank. I currently have a leased XXXX XXXX XXXX where this bank is legally the owner and I make my monthly payments to them via EFT. I had discovered on my own that my vehicles registration had been cancelled nearly a year ago ( XX/XX/2020 ) due to the bank not paying my town the property tax on the vehicle, however, all along I have continued to make my monthly payments both to the bank and my insurance company for the vehicle. All of this occurred unbeknownst to me since I am not the legal owner, therefore, leaving me in the dark about the situation to illegally drive an unregistered vehicle that could have gotten my vehicle towed or worse I could have been arrested without my knowledge of the situation. I called the bank and spoke with several representatives who refused to call my local town hall to rectify this issue, so I spoke with a supervisor in the customer service department, XXXX, who placed me on hold after advising she was going to contact the town hall to resolve the issue. She then returns several minutes later to advise she placed a request to communicate with the town hall through the processing department which could take 3-5 business days. I expressed this was an urgent matter as I needed my vehicle to be able to work, she adamantly refused to contact the local town hall to resolve this expeditiously. I asked for contact information for the processing department and was refused their contact information. I then demanded to obtain her managers contact information which she initially refused to provide. After being persistent she agreed to only provide me with her managers name and email address, but not a phone number. When a customer is upset and demands a supervisor or manager for assistance the paying customer should not be declined basic contact information to resolve an issue and to file a complaint. I am extremely disgusted with how this customer service team treated me and even more so how a supervisor declined me basic contact information for a higher up than her. After wasting hours and hours dealing with bank representatives, I went back to talking to my local town hall who insisted they not only billed this bank they also mailed numerous delinquency notices and informed me that there are approximately 20 other customers of this bank in my town also experiencing the same exact issue that I was. Overall, resolving this issue cost me 2 days of work, a {$10.00} state fine and forced me to pay up front the property taxes over {$500.00} that I didnt have to spare in order to be able to register my vehicle. I insist that this bank refunds me the {$10.00} state fine I was charged for late registration at minimum as this was not due to any fault of mine, but the blatant lack of communication and effort on the banks part in handling this matter. Furthermore, when I emailed the manager, XXXX XXXX XXXX, I sent him THREE emails and to which not a single one was responded to. I have received voicemails from a XXXX XXXX ( I think thats the spelling of the last name ) in the executive office who also has denied reimbursement of the {$10.00} fine. I am seeking full compensation of the {$10.00} fine I incurred due to their error.

Company response to consumer: Closed with monetary relief