Consumer complaint received 2019-09-27
Company: JPMORGAN CHASE & CO.
State: KY
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Incorrect information on your report
Sub-issue: Account status incorrect

Complaint:
Chase Auto Finance - I took a loan out in XX/XX/XXXX. My mother was the primary and I was the co-signer on the loan. I made every payment on this loan and all payments were made on time. In XX/XX/XXXX, my mother passed away. I called Chase Auto Finance in XX/XX/XXXX, several times trying to find out what I needed to do to get the loan into my name only as my credit score was above a 680 and I had made all payments on the loan. The reps I spoke with transferred me to the probate department. They advised that they would be sending me documents to fill out and return. I never received the documents and made several attempts to speak to someone again concerning this over e next several months. I continued to make all payments on the loan. In XX/XX/XXXX, I applied for a loan to purchase a house and when I got my credit report, it showed my loan with Chase Finance as paid in full as of XX/XX/XXXX. It also showed the account as being closed. On XX/XX/XXXX, I contacted Chase Auto Finance via secure messages through their website and advised the situation and wanted to know why the credit reporting had stopped, had the loan been paid off through insurance, etc. and why was the loan showing as paid in full when I had still been making payment every month since XX/XX/XXXX. Chase Auto Finance replied back stating that a Service Specialist would call me with 72 business hours. I then received a letter in the mail dated XX/XX/XXXX, that stated, " We confirmed that we are unable to report your account information to the consumer reporting agencies at this time. '' I emailed Chase Auto Finance back on XX/XX/XXXX, and advised that a no one ever called me concerning my email, the letter was a joke as it did not answer any questions that I had and stated something I clearly already knew, that they were not reporting to the credit agencies. I received a reply stating that they did call on XX/XX/XXXX, ( not 72 business hours from my inquiry ) and were unable to leave a voicemail. I replied back and advise that was untrue as I have had the same phone and number for well over 10 years and never had any issues with voicemail and I looked back at my call log and no one from Chase Auto Finance called on XX/XX/XXXX. I received a reply back again stating that a Senior Service Specialist would call me back in 72 business hours. At this time that this all occurred, I was down to making the last 3 payments, XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX. The loan would have been paid in full. I advised Chase Auto Finance in my XX/XX/XXXX, email that I would not make another payment until this matter was resolved. In XX/XX/XXXX, their Collections Department did start making calls and I have spoken to the agents and no one has assisting in any manner. One agent did send the documents to get the title once loan is paid in full into just my name and my deceased mother 's name taken off. I did make another payment on XX/XX/XXXX. Please assist me in getting the credit reporting corrected as well as finding out whether Chase Auto Finance owes me the payments that have been made on this loan since XX/XX/XXXX. This has caused a lot of stress and negative credit when I am trying to purchase a home.

Company response to consumer: Closed with explanation