Consumer complaint received 2020-10-25
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:
On XX/XX/2020, Chase Auto Department sent a repossession truck because I was unable to pay for my car. I tried to call Chase Auto but I was re-routed from one department to another because of COVID-19. Chase promised to help me with lowering my monthly payment. On XX/XX/2020, I signed the extension letter which this would automatically extend the sale date from XX/XX/2020 to XX/XX/2020. The Reinstate/Redemption letter required to use certified mail with a return receipt when sending the extension letter. I was nervous Chase would not receive my extension letter because XX/XX/2020 was XXXX XXXX because the post office was closed. I walked to Chase bank on XX/XX/2020 with Chase Auto Redemption department on the phone. The Chase bank manager spoke to the Chase Auto Redemption representative which they refused to send a copy of the extension letter since I already sent the extension letter. Finally, the redemption representative fax us a copy of the extension letter which I signed it and sent it back. The Chase bank manager personalized a letter stating I fax the extension letter. On XX/XX/2020, I walked to USPS to send a check in the amount of {$7000.00} to redeem my car. I had two choices either to reinstate my Lon or redeemed ( paying off the car loan ) which I chose to pay it off. Chase Auto received the check on XX/XX/2020 because I received the return receipt plus I was tracking it on the USPS website. On XXXX XXXX, I called Chase Auto to make sure they receive the check but the representative said that my account still show a balance and they lost the personal check. I went to XXXX to send Chase Auto a XXXX XXXX which I would have done in the beginning but Chase said it wasnt an option and it must be sent by mail. Chase auto received the money and the representative called the repossession company to release my car but the business was closed. The representative gave me the repossession companys phone number but also mentioned they towed my car from XXXX, Ca. Where I live to XXXX, Ca. ( 100 miles. I am baffled that Chase had the nerve to tow my car to riverside knowing I was going to redeem my car. The representative put in a request to tow back my car which I doubt it that would happen especially what they put me through. I have documented EVERYTHING!! I want my car to be released to me like it states on the reinstate/redemption letter. The letter shows the address of the repo company which would have release my car but that was false. They told me I had to mail the extension letter then went back on their word and let me fax it. They lied to me that they accept personal checks. I had to stop payment which cost me {$15.00} and {$20.00} for certified mail. I just want my car back. I am spending {$25.00} a day using XXXX. Im afraid XXXX XXXX company sold my car because XX/XX/2020 was the last day to receive payment. When Chase tried to call XXXX they were closed. Please help me get my car back.

Company response to consumer: Closed with non-monetary relief