Consumer complaint received 2019-04-19
Company: JPMORGAN CHASE & CO.
State: DE
Product: Vehicle loan or lease
Sub-product: Lease
Issue: Struggling to pay your loan
Sub-issue: Lender trying to repossess or disable the vehicle

Complaint:
On XX/XX/2019 my mother received a call at approximately XXXX XXXX EST. The caller XXXX stated they were from Chase Auto Finance and calling on the XXXX XXXX XXXX for the deceased. My mom had fortunately spoken to me earlier in the day - assured them I was NOT deceased and said she would have me call them. They said they were closing in 15 min and have me call ; I immediately returned the call and discovered there were a few problems. First they did not update my address from when I called a year ago after I moved. I had updated them, but they did not update the records. Second, I had not realized I was 2 months behind- I knew I had missed 1 payment but not 2. I quickly gave them my bank information and asked them to deduct it my next pay day. They informed me someone had reported me deceased. I asked who? They said they could not tell me that. When i asked how do you have my moms number I was not given an answer. It was awkward at best but I was calm, the error was corrected and we moved on.

I text the 3 people who I knew I had given their phone numbers in the past to creditors just in case and told them - IF they call- Im not dead. There are only 3 I ever give out.

At XXXX XXXX the next day, I was in a XXXX XXXX when my phone rang and it was my XXXXyear old son from CA. He has not called my phone in over a year. My heart stopped - I answered my phone ( which as an XXXX  you never do with XXXX in the XXXX- therefore jeopardizing my job ) and ran out the XXXX  door ( other staff were in the room ) asking are you ok? As I answered. I was completely panicked thinking a family member was hurt or deceased as my XXXX year old only TEXT when we speak- he doesnt call. Hes on the other side of the country so I knew this was important. He also knows I work with XXXX XXXX XXXX and would never interrupt my work day unless it was an emergency. His response was I am now that I hear your voice, Chase Auto XXXX  just told me my mom is dead I should be clear on a few things. My son is my XXXX XXXX. He is in no way financially responsible for ANYTHING of mine ever. I dont use his name, social security anything and I dont pay his bills. Again - HOW do they have his phone number and how dare they call him and scare him like that.

When I called back later that day to discuss with a manager what occurred with my son, I was first met with we would never call someone and say they were deceased I asked who was lying? My XXXX year old mother or the XXXX year old who does not know how to use a phone? She then transferred me to a supervisor.

Both times I spoke with supervisors- they were polite and apologetic.

They also told me to contact the credit bureaus and banks etc. so far- no one else has heard Im dead.

I would like to know - who said Im dead? How did you get my son and mothers numbers and what are you going to do to take back the time Ive lost explaining to my XXXX, son, mother about something you had absolutely no right to do, you put my livelyhood in jeopardy by lying to my child about me. Both of us cant get that time back.

Chase needs to be held accountable.

You can not call people and say their relative is dead. Your credit department crossed a line and needs to be held accountable and I need to know how this happened.

Company response to consumer: Closed with explanation