Consumer complaint received 2019-07-05
Company: JPMORGAN CHASE & CO.
State: OH
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:
I started an auto loan with XXXX XXXX XXXX XXXX in XXXX, but because I was getting married and wanted to have the same bank account as my husband I decided to transfer the car loan to Chase in XXXX. 

The process to transfer the loan went smoothly at first, while I was working with my local branch. However between me transferring the loan and XX/XX/XXXX I received documents in the mail six times from Chase saying they were unable to access the lien to my car and that they needed me to re-sign ( and get notarized ) a document and send it back into them. I preformed this task six times. Each time taking the form to my local Chase branch and having a banker notarize the form for me. 

On XX/XX/XXXX my husband and I were XXXX  by a XXXX   XXXX who also happened to be uninsured. My car was completely totaled and I have been working with my insurance agency to receive payment for the loan. I currently owe {$2100.00} on my loan at Chase, which I informed XXXX who has attempted to work with Chase to pay off the loan. 

I have since figured out that Chase still hasn't acquired the lien on the car. I have called their customer service line multiple times trying to come up with a solution. XXXX can not pay me the remaining {$6000.00} some I'm owed on the car until they receive a clean title from Chase. At this point I have been lied to multiple times as to when I they would provide XXXX the title. The latest lie I was told was that they would have everything sorted by XX/XX/XXXX. I logged onto my portal on XX/XX/XXXX, saw the car had been paid off and thought maybe they finally got things figured out. I also noticed that they also took my XXXX car payment while also taking the full amount from XXXX. Meaning Chase has now charged two people for my XXXX auto payment. 

I called XXXX on XX/XX/XXXX to make sure they were given a clean title from Chase. I was informed by XXXX that Chase had been told by them that they were cancelling the car check ( since they were unsure of what was going on ), but Chase had went ahead and cashed the check anyway. So Chase cashed the check without providing any sort of title to XXXX. 

I am still unable to get paid from XXXX the {$6000.00} some I am owed until Chase provides them with payment. Meaning that I have been out of a car since XX/XX/XXXX, and can not afford to go get another one until I receive what I'm rightfully owed. 

I will add that I am on the verge of buying a house and was just about to start shopping for house loans and Chase is no longer in the running. I have mentioned this fact to multiple costumer service agents who have not cared in the slightest. So as soon as I get my money I will be closing all accounts with Chase and doing business elsewhere. It should not be that hard to treat your customers with dignity and respect, and I have received none of that during this very difficult time. This process has deeply effected the well being of my person life.

Company response to consumer: Closed with monetary relief