Consumer complaint received 2020-01-27
Company: JPMORGAN CHASE & CO.
State: TX
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Managing the loan or lease
Sub-issue: Billing problem

Complaint:
My complaint is against Chase Morgan Bank Auto Finance,  on XXXX XXXX, 2020, I called Chase Bank because I was running late on my truck payment for XXXX and wanted to know what date would make 30 days so I can pay before that date so it will not go on my credit report, my credit report is 100 % no late or missed payment, because I wanted to buy a house one day, at one time in my life I was an homeless veterans so my credit means a lot to me, I really want to build  a home for homeless veterans and everybody knows that. The first Chase representative I spoke to that day was unsure so I discontinue my call with her and called back. The second Chase Representative I spoke to that day he was very kind and patient with me. I asked the second Chase Representative the same question, what date would make 30 days for my truck payment, because I do not want this to go on my credit report. The Chase Representative explain to me either the XXXX or XXXX of XXXX 2020, would be my last chance of paying my truck note before it is reported to my credit. I told Chase Representative that I did not want to take a chance on my truck note being 30 days late so I will pay it now. The Chase Representative wanted to send me to the automated system but I asked could I just pay it on the phone with him and he said yes. I was about to use my debt card for payment, either he asked or I told him that I have a checking account with Chase Bank. Once Chase Representative verified I had a checking account with Chase Bank we continue with the payment through my Chase checking account. The Chase Representative wanted me to verify my checking account number and he called out some numbers and I said if that's my Chase checking account proceed because I do not know it by hard because I never pay my truck note using it but once I was told and I only have money to cover the payment in my checking account and besides that I was driving and talking from my cell phone and didn't have my statement in front of me. When Chase Representative verified everything he said my process was completed it will take a couple of days to show on my statement and I check my Chase app and it showed my payment had been process and paid. I called Chase Auto Finance a couple days later because the payment showed paid in loan part of my bank statement but they never took it out of my account so I called. I asked Chase Representative why haven't my truck note has not been taking out of my Chase checking account but it's showing it been paid on he loan part of my statement Chase Representative told me it takes a couple of days to show on my bank statement. I called the 3rd Chase Representative the next and was told the same thing it takes a couple of days for it to show up in my bank statement. At this point I got frustrated and now I started asking for supervisor and they was telling me the same thing. I was so frustrated until I started calling everyday because I felt something was wrong and I finally talk to a supervisor and she told me that the payment was sent back but they would have to investigate and listen to the recording and she would get back with me and she never did. I called again on Wednesday XXXX, 2020 and spoken to another supervisor and she told me let her check and when she came back to phone she said that I provided the Chase Representative with the wrong checking account and I said I only have one checking account and I didn't provide anything with him he call out the number and I said if that's my checking account number process the payment. The supervisor than said the checking account number you gave him was from an close account from 2 years ago and I said I didn't give him anything he told me the account number and why is a close account still popping up when it suppose to be closed. The supervisor went on to say it's my responsibility to inform Chase Representative my checking account has change I couldn't believe she said that. I explained to Chase Supervisor that I never have went over 30 days with an unpaid bill my credit report is 100 % on time and I also told her I was trying to get a house and a new government job and she didn't care and they refuse to let me listen to the recording I guess they were trying to make sure they get their bonus by saying I screwed up and it was them. Chase Supervisor is hiding something they sabotage the investigation for their gain. I am sending my credit report, my bank statement to prove I had money in my account and the loan part of my statement to show where Chase Representative put in the system my payment and checking account was good.

Company response to consumer: Closed with explanation