Consumer complaint received 2022-02-07
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: Problem with paying off the loan

Complaint:
In XXXX of XXXX I received a payoff letter for an auto loan I had with Chase Auto in order to close on the purchase of my new home. The pay-off amount listed was {$6500.00} with a daily interest amount of {$1.00} which was good thru XX/XX/XXXX. When I sold my previous home, XXXX XXXX XXXX XXXX  XXXX XXXX sent Chase Auto a check for the amount of {$6500.00} on XX/XX/XXXX. I started receiving phone calls at the end of XX/XX/XXXX stating that I am delinquent on my chase auto loan payments. I immediately contacted XXXX XXXX for information on the payment and they sent me a copy of the check that was received on XX/XX/XXXX with a transaction date of XX/XX/XXXX. During the month of XXXX when we continued receiving phone calls from Chase Auto we again explained all of this to them. Sometime around the beginning of XXXX, I received a message from my father that Chase Auto was contacting my step-mother about my account with them that was past due ; neither of them were in any way involved with the loan. In response I contacted Chase Auto and they requested me fax the copy of the cashed check which was sent on XX/XX/XXXX. In the beginning of XX/XX/XXXX I was again contacted and I informed them that the copy of the check was sent and I was transferred to their escalations department where I spoke to a XXXX. She told me that the fax was not received, I have confirmation it was delivered, and that I needed to go to a local Chase branch and have them fax it and call to confirm it was delivered. A couple days later my fianc went to our local Chase and was told that since the check was already faxed that we should contact Chase Auto and have them search for the fax by the fax number or check number. Chase Auto then contacted me before I was able to relay the information I had received from my local Chase and I informed them at that time ; they said they can't do that and I needed to fax the information again to a different fax number and I asked for a notice when the information was received later that day. That fax was sent around XXXX on XX/XX/XXXX and I received no notice that they received the information. At this point I wanted to know if this was affecting my credit so I purchased a subscription to XXXX and found out that my credit had dropped XXXX points ; which was due to being delinquent on payments for the months of XXXX, XXXX, XXXX and XXXX. I was never contacted or sent information on if or how this could affect my credit score and I feel that my rights have been violated on the grounds of me having representation in this matter. Chase Auto basically decided to attack my credit and character on a mistake somewhere outside of my control that more than likely was on their end ( which I have a paper trail showing the timeline that they harmed my credit after I disputed their claim, which had no investigation ) On XX/XX/XXXX I called to confirm that they received the fax. XXXX was unavailable and I spoke to a XXXX who told me that the fax was in XXXX XXXX  inbox. I asked a timeframe on how much longer this issue would take before being resolved and was told after Chase Auto does an internal investigation ( no timeframe on this part of the process ) that they would submit a request to have my credit score fixed which could take up to 90 days with no compensation and no guarantee. On XX/XX/XXXX at around XXXX XXXX called and stated that Chase Auto was not who cashed the check and they told me to contact XXXX XXXX to see if they had information on who cashed the check. I then asked if Chase Auto would stop trying to find a physical address of where MY vehicle was currently at and they told me to contact their recovery department. Today on XX/XX/XXXX my fianc received a call from XXXX at XXXX XXXX who told us this has gone way to far and she will send us a redacted form of their bank statement about this payment. 

My plan last year after paying off my auto loan was to sell/trade in the vehicle for an upgrade because mid mileage ( XXXX miles ) issues were starting to present themselves. Not only have I not received the title to do so, but they have also tanked my credit score to the point where I can not finance a new vehicle if something were to fail in my current one. On top of this, I feel the constant harassment and condescending attitude from Chase Auto has not only been unprofessional but at points crossed the line into a legal issue.

Company response to consumer: Closed with non-monetary relief