Consumer complaint received 2022-03-14
Company: JPMORGAN CHASE & CO.
State: DE
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Problem with a credit reporting company's investigation into an existing problem
Sub-issue: Investigation took more than 30 days

Complaint:
On XX/XX/XXXX, I made my first payment to JP Morgan and Chase for a loan on a XXXX XXXX XXXX. I provided my account number and routing number over the phone to cover the initial payment on the account of {$630.00}. I received a confirmation number XXXX for the received payment. After receiving the confirmation number, I did not receive any correspondence from Chase Financial stating anything was wrong with the initial payment. However, when I called on XX/XX/XXXX to make the second monthly installment on the loan, my balance was {$1300.00}. I was concerned about the balance, however, I proceeded to make the payment the same way I made the initial installment on XX/XX/XXXX, the confirmation was received for the payment # XXXX. On XX/XX/XXXX I received a notification that I had XXXX delinquent account from XXXX XXXX. Afterwards, I called Chase to find out why my balance was {$1300.00} instead of the standard {$630.00}, I was informed at that time that the initial payment was returned on XX/XX/XXXX, however, Chase could not provide a reason and told me to contact my bank. I realized at this point that Chase reported the account delinquent, however, I had no idea the initial payment was returned until I called. I did not receive any mail correspondence, an email or a phone call to tell me the initial payment was returned. I contacted the bank because I knew I had sufficient funds and my bank was not able to find where the funds were attempted to be pull. My bank representative told me to call Chase back and retrieve a 15 digit trace ID, so they could search with more detail for the attempted charge and return. The bank representative confirmed that I had sufficient funds the entire month that the payment was supposed to be pulled. I spoke with XXXX XXXX Chase on XX/XX/XXXX who provided little help, however I did inform him that I did not understand why the initial payment did not go through and that I made another payment the same way on the XXXX. Due to the original payment not going through I provided XXXX with a different account to pull the second installment from, though I already had a pending payment that I made on the XXXX of XXXX. Even if both payments, the XX/XX/XXXX and the XX/XX/XXXX were accepted and pulled, I wanted to make sure that the loan payment was covered, better safe than sorry. While speaking to XXXX I informed him that I had not set up my online account yet, because I did not have an account number, probably because I hadn't received mail with the account number on it yet and I was trying to log in with the account number to my XXXX vehicle statement. He provided me with the account number and I was able to set up an online account. After XXXX took the payment information, I requested to speak to his supervisor he transferred me to XXXX. XXXX stated that he would begin looking into the issue, however, I was either hung up on or the call was lost after going through the entire situation with him. When I called back I requested to speak to another supervisor. I eventually got through to XXXX, whom I informed of the situation, he stated that he originally saw all payments were okay and that I was a good paying customer. After we conversed further I began inquiring about what happened with the original payment and he stated that I can't make a payment from my savings account unless it's online. I told him that I was not aware of that and he basically brushed it off and began being very short with the situation. I told him my credit took over 60 points worth of a hit and if he could look into how I could amend the situation, as I have always been an on time consumer and I didn't want this to cause such a scar on my credit. He refused and began being very short. I then asked him why I wouldn't be informed that the initial payment was rejected in a timely fashion for me to correct the issue and he simply stated it's not Chase 's responsibility to inform the customer of that type of information and I need to check my account more frequently. I told XXXX that once I receive a confirmation number, I don't usually check my account multiple times a month because I've never had to with any of my accounts, I make my payments and move on until it's time to pay again. XXXX pretty much just told me it's all my fault and I need to check the accounts more often. Dissatisfied with the lack of empathy I received I called again and spoke to XXXX on XX/XX/XXXX, she heard my story and transferred me to her supervisor, XXXX. XXXX was concerned about the situation and stated that he would look into the matter and give me a call back. Ultimately it was deemed by Chase that it was not their error and they could not help. I am not alleging that it's all Chase 's fault, however, I believe they are being very unreasonable in their approach to this situation. I've been diligent with my credit and now this one situation will leave a scar for years to come. I'm really just hoping that someone from Chase will work with me on the matter, see my side and empathize to help me correct it. My auto loan with them has years left and this initial situation has really made me question if I'd want to do business with a company that handles their customers this way.

Company response to consumer: Closed with explanation