Consumer complaint received 2020-09-15
Company: JPMORGAN CHASE & CO.
State: WI
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Problems at the end of the loan or lease
Sub-issue: Problem with paying off the loan

Complaint:
I purchased a new vehicle at a dealership on XXXX by trading in two vehicles, one of which had a loan with Chase Auto Finance. The  dealership sent a check to Chase on XX/XX/XXXX. Chase insisted for over a month they they did not receive this check despite it being faxed to them at least three times. They have told me and the dealership multiple times that they are behind on processing checks because of COVID. I get that. But they have charged me late fees and reported the account delinquent to the credit bureaus, lowering my credit score by 103 points. This behavior is unacceptable. 

XX/XX/XXXX : I reached out to Chase and they said they hadn't received the payoff check and threatened me with a late fee. 

XX/XX/XXXX : I called the dealership. They said they spoke to Chase and don't worry. They are behind on processing payments and won't charge a late fee. 

XXXX : Chase charged me a {$10.00} late fee and posted a late notice letter electronically to my account. I called Chase. The rep was rude and told me to have the dealership cancel the check and send another one. I asked for something in writing stating they were behind on processing payments. The rep refused. I called the dealership. They  said they faxed a copy of the check and to wait until XX/XX/XXXX, the issue should be resolved by then. 

XX/XX/XXXX : The account is still flagged as open and past due. I call the dealership and ask for a conference call w/ Chase. The dealership transfers me to someone at Chase who says there is no record of payment. Admits that Chase is behind on processing payments but won't provide anything in writing to this effect. I escalate to a supervisor. Supervisor outright refuses to provide anything in writing. Gives me a fax number to send the check. 

XX/XX/XXXX : Received a letter from a " Research Representative '' at Chase Auto asking for proof of payment. I send the check copy from the dealership via postal mail. 

XX/XX/XXXX : Chase begins making unsolicited calls for debt collection. I explain the situation. Rep isn't interested and tells me to fax the check. I fax the check copy to the number I was provided on XX/XX/XXXX at my own expense at a XXXX store. 

XX/XX/XXXX : Began receiving credit monitoring alerts online telling me that Chase reported the acount delinquent. My credit score drops 103 points instantly. 

XX/XX/XXXX : Called Chase who finally acknowledged they have received the check from the dealership, but that it would take " XXXX weeks to be processed ''. 

XXXX : Chase charges me another {$10.00} late fee and I continue to receive credit monitoring alerts from all bureaus. I file a dispute with XXXX. 

XX/XX/XXXX : XXXX  closes the dispute in Chase 's favor. 

XX/XX/XXXX : Chase has had ample time to fix this situation. I am filing this complaint to seek justice and demand they rectify this error and correct their false claims on my credit report.

Company response to consumer: Closed with non-monetary relief