Consumer complaint received 2017-12-06
Company: JPMORGAN CHASE & CO.
State: CA
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Struggling to pay your loan
Sub-issue: Denied request to lower payments

Complaint:
XX/XX/XXXX XXXX XXXX XXXX Chase Auto Finance XXXX XXXX XXXX XXXX XXXX, New York XXXX Fax ( XXXX ) XXXX RE : CHASE AUTO FINANCE # # # # # # # # # # # # # # # Dear XXXX XXXX : I really need someone to hear my situation. 

I am writing to you out of desperation as I am not getting anywhere with customer service at Chase Auto Finance. 

I have spoken with 6 individuals starting with XXXX XXXX, on XX/XX/XXXX, XXXX on XX/XX/XXXX, XXXX XXXX, XXXX and finally XXXX ID # XXXX all on XX/XX/XXXX. It has been repeatedly explained to me, many times, that you have a policy that a payment can not be deferred unless there has been a history of 9 payments to Chase Auto Finance. I am clear on your rules for deferring payment. I understand that have only paid in one payment on XX/XX/XXXX and I am now 11 days late for my XX/XX/XXXX payment. 

There MUST be somewhere in your company that acknowledges extenuating circumstances that are not part of your play book. Someone needs to understand my situation is an emergency. Such as with our recent hurricanes in Puerto Rico, Texas and Florida mortgages can not be paid on time because of situations BEYOND the mortgagees control. 

I am in an emergency that is beyond my control, but your people in customer service can not see beyond the play book by which they operate. 

My beautiful car was STOLEN on XX/XX/XXXX. I purchased my XXXX XXXX XXXX XXXX XXXX on XX/XX/XXXX so I only had it in my possession for 6 weeks. The thief who stole my car took it on a joy ride with three law enforcement agencies in pursuit in a 170mph chase in XXXX county. The car had extensive damage and is now has extensive damage than originally believed because of the high-speed chase. 

The following has been explained to each level of customer service : Please understand that when I got my loan from Chase I was a XXXX XXXX in XXXX XXXX and had a XXXX XXXX XXXX work space. I switched jobs in those 6 weeks to work in the XXXX XXXX area XXXX XXXX XXXX XXXX XXXX XXXX XXXX because it is one of the best XXXX companies in the country and the pay is so much better. But since I live 75 miles from the XXXXXXXX XXXX, in XXXX, I must have my own transportation as the event locations are never the same. I can not take public transportation to each new location where a XXXX event is being held given public transportation and public transportation does not operate 24/7 to get me home in the wee hours of the morning. Please understand that I have not lost my job and when I can arrange a ride to accept a job, I do. But I am sorely hurting during this very busy holiday season by missing out on lots of well-paying gigs because I do not have my own transportation. Yes, a lesson well learned that I will add car rental to my insurance in the future. But that is hind sight and doesnt help me at present. 

I have been informed by the authorized XXXX XXXX autobody facility that it will take 6 weeks to repair my car to bring it back to the pristine condition when I had bought then car. Of course, there is the {$500.00} deductible to get my car out from the autobody repair. But by the beginning of XXXX when I will get my car back, and I will be 2 months behind on my payments to Chase Auto Finance and live in fear that my car will be repossessed. 

But as you are aware, you have the right to repossess my car if I am even one day late and that is why I have begged to get a deferred payment until XX/XX/XXXX as my next payment due date. 

I have been denied at each new level requesting deferment, citing the 9-month payment history. 

I can verify my situation as I have a subpoena for a court date of XX/XX/XXXX to testify against the person who stole my car. My court case XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXX XXXX is the XXXX XXXX in the XXXX XXXX XXXX office and her phone number is ( XXXX ) XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX 

I really need someone to HEAR me and give me the deferred payment due date that I am requesting. 

Please be that person. This is my first car in my name and I do not want to XXXX up my credit with a repossession. Please contact me at your earliest convenience with a positive response. 

Thanking you in advance,

Company response to consumer: Closed with explanation