Consumer complaint received 2021-07-01
Company: JPMORGAN CHASE & CO.
State: MA
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:
We previously leased our XXXX XXXX XXXX in Tennessee, and subsequently relocated to the state of Massachusetts in XXXX of XXXX. Per Massachusetts state law, all out of state leased vehicles will need a copy of the title furnished in order to be registered in the state. We notified XXXX XXXX of the move, and they notified us that the title was mailed to our insurance carrier, XXXX, at an address in New York state. Why this decision was made is unclear. The title requirement was explained, and XXXX mailed the title to the Massachusetts Title Division. Unfortunately the title was lost in transit, according to the tracking # as well as via phone conversation with the US Postal Service. The state of TN requires the lienholder to initiate a duplicate title request, and this was relayed to XXXX XXXX in XXXX of XXXX. The process for requesting a duplicate title involves completing a one page form along with a check for {$11.00}. 

Since that time, I have called XXXX XXXX several times, typically once or twice a month, only to be told that the request is still in progress and that I should check back in 1-2 weeks. After 6 months of being told the same status update, I called the TN Department of Revenue to check the status myself. The representative informed me that in fact NO request for a duplicate title had been made whatsoever. This was again confirmed with a follow up phone call the next day. I spoke to XXXX in early XXXX to notify them what the state of TN explained to me, and again was met with vague promises of looking into the matter and assurances that I would be personally notified by a supervisor within 1-2 days. Several days passed without response. When I called back to be connected to a supervisor, I was informed me that the duplicate title request was not supposedly made until XXXX of XXXX, a full 3 months after I placed the request. She stated she would look into the matter further and contact me accordingly. She has yet to call me back. When I called back the following week in XXXX, a different supervisor explained that the correct duplicate title request form and payment were sent off to the TN Dept of Revenue. I was also told that I should expect another follow up phone call within 1-2 business days to confirm. Assuming the form was actually sent, this places the correct action taking place over 6 months from the initial request, and almost one year after we notified XXXX that we were moving to Massachusetts. 

I have yet to receive any contact from XXXX XXXX, and have yet to receive the title. Due to the near one year delay in processing this title fiasco our original TN vehicle registration has expired, preventing us from legally driving the vehicle. We still continue to make lease payments. I have spoke to several 'supervisors ' at XXXX XXXX and written them a letter summarizing the above without a response. 

I appreciate your assistance with this matter.

Company response to consumer: Closed with explanation