Consumer complaint received 2019-05-03
Company: JPMORGAN CHASE & CO.
State: NY
Product: Vehicle loan or lease
Sub-product: Lease
Issue: Managing the loan or lease
Sub-issue: Billing problem

Complaint:
On XX/XX/XXXX at ~XXXX, I logged into my Chase Online account ( XXXX ) to make my XXXX lease payment which is normally due on the XXXX of each month. The Chase Online account dashboard reflected that my account was current and there was no payment due for XX/XX/XXXX. I could only assume that I had overpaid on a previous statement but I still contacted Chase XXXX XXXX XXXX via phone on XX/XX/XXXX at approximately XXXX EST. I spoke with a representative and explained that my online statement showed I did not owe a payment on XX/XX/XXXX. The representative confirmed that my account was current and there was no payment due by XX/XX/XXXX. After receiving confirmation online and over the phone, I could only assume that I had overpaid on the previous statement and did not make a payment before XX/XX/XXXX On XX/XX/XXXX at XXXX EST, I called Chase XXXX XXXX XXXX to inquire why they were reporting my lease account was reporting greater than 30 days past due. The representative explained that there was no payment made for the month of XXXX. I explained the circumstances above and he said the representative from the XX/XX/XXXX phone call only documented that I called with billing questions but provided no additional details about the conversation. I asked that the derogatory mark on my credit report be removed and he agreed to send me to a supervisor. I did agree to first make a payment totaling {$500.00} to bring my account current. 

I again explained the circumstances of the XX/XX/XXXX conversation, this time with the supervisor ( description below ) : - I asked why the representative on XX/XX/XXXX did not document the details of the conversation ( i.e., that I asked if a payment was due by end of XXXX and she confirmed no payment was due ). She explained to me that the representative should have reviewed the account and notified me that the online statement was technically inaccurate and an accurate statement should be generated at some point after XX/XX/XXXX. 
-The Supervisor told me a billing statement was delayed because I made my XXXX payment late on XX/XX/XXXX. I have been 7-10 days late in the past and never had a statement telling me no money was due. 
- Even though the statement/rep told me no payment due, she said I was still responsible to make the payment despite the false information provided to me online/over the phone. 
- Despite being told that it was not possible to access an accurate statement with dates/amounts due on XX/XX/XXXX, Chase retroactively uploaded a statement dated XX/XX/XXXX ( attached XXXX to my online account stating {$230.00} is due by XX/XX/XXXX. This is in direct conflict with what I was told on XX/XX/XXXX and by the supervisor on XX/XX/XXXX. 
-I asked for the supervisor remove the derogatory mark to rectifiy the situation and she advised me she can not do that. She only offered to review the call and " coach '' the representative from XX/XX/XXXX if she had failed to properly review the account. 
- I do not find this to be a satisfactory response. Although I do not think anyone intentionally lied to me, the facts remain that the representative confirmed no payment was due on XX/XX/XXXX, the online statement confirmed no payment was due on XX/XX/XXXX, and the supervisor on XX/XX/XXXX made statements that are in direct conflict that the system retroactively uploaded a statement backdated to XX/XX/XXXX. This last point I find particularity deceptive. I can't understand how the XXXX statement was not available to myself or the Chase representative on XX/XX/XXXX but I see a statement dated XX/XX/XXXX when I log in during the month of XX/XX/XXXX.

Company response to consumer: Closed with non-monetary relief