Consumer complaint received 2018-08-15
Company: JPMORGAN CHASE & CO.
State: NJ
Product: Vehicle loan or lease
Sub-product: Lease
Issue: Problems at the end of the loan or lease
Sub-issue: Problem when attempting to purchase vehicle at the end of the lease

Complaint:
In XXXX I filed a complaint regarding obtaining the title of my XXXX XXXX XXXX ref # XXXX. This complaint was due to Chase not sending vehicle title after paying Chase the payoff of XXXX XXXX on XX/XX/XXXX. I have not been able to legally drive this vehicle since my lease was paid in full on XX/XX/XXXX. 

After Chase responded to complaint # XXXX, one of their staff contacted me to apologize for the delay. To my surprise, I was asked for an odometer reading to legally transfer title. This was contrary to their customer service person stating that the title had already been mailed. 

On XX/XX/XXXX, I received title documentation from Chase and an apology letter ( see attached ) The title document they sent was incomplete and not compliant to New Jersey State Law. Chase understands this process given I leased a vehicle through Chase in XX/XX/XXXX. Again, Chase 's negligence has created more delays and no response when I tried to contact them. 

On XX/XX/XXXX, I mailed the attached letter to XXXX XXXX XXXX, CEO, Chase to complain about Chase 's continued negligence. See text below. 

XX/XX/XXXX Mr. XXXX XXXX XXXX and Chief Executive Officer JP Morgan Chase XXXX XXXX XXXX XXXX XXXX, NY XXXX Ref : Acct : XXXX XXXX XXXX XXXX  Complaint Dear Mr. XXXX, I have not been able to legally drive my XXXX XXXX XXXX for five months due to your organizations actions. Its not their fault. They just dont have a reliable process and leadership. 

I have contacted your organization many times since XX/XX/XXXX to understand how to disposition my XXXX XXXX XXXX at lease end. This took several calls. When I was finally able to get your organization to explain this simple task, I attempted to finance the lease buy-out from Chase but was denied despite never missing a car payment to Chase. 

After this denial, I then attempted to purchase the vehicle from Chase. In this attempt, your staff did not specify whether I had to pay by certified check or other financial vehicle. Your staff did not provide this information voluntarily. I had to discover this on my own. This information should have been included in Attachment 1, ( XX/XX/XXXX letter ) specifying requirements to obtain vehicle title. Note, also that Attachment 1 states that Chase will release title within 15 days after receipt of payment. Chase received my payment of {$19000.00} on XX/XX/XXXX. The following paragraphs describe a timeline of less than stellar customer experience. 

XX/XX/XXXX, at XXXX XXXX - I called Chase to confirm receipt of my certified check. USPS tracking confirmed XX/XX/XXXX, XXXX XXXX  delivery. Your agent, XXXX, advised that she had no record of receipt and to check back in a few days as it may take a few days to process check. 

XX/XX/XXXX, at XXXX XXXX - I again called Chase to confirm receipt of my certified check. Your agent, XXXX, said she had no record of receipt and to check back in a few days as it may take 5 business days to actually receive the check. I told XXXX that I would check back the following week. 

XX/XX/XXXX, at XXXX XXXX - I again called Chase to confirm receipt of my certified check. After several transfers I finally reached XXXX. Anise said that the system showed they just received the check the day before or XX/XX/XXXX. She said it hasnt been posted to the account yet. She said she would email the rep that handles my account to be on the lookout for the check. 
o Fact : Payment was received by Chase on XX/XX/XXXX and cashed on XX/XX/XXXX. 

XX/XX/XXXX, at XXXX XXXX - I again called Chase to confirm receipt of my certified check. The agent, XXXX, said they were working on it. She said she was checking the system for history and details. After a moment, XXXX said it might have been sent out Monday. I then asked her specifically and without ambiguity if my account stated that the title was in fact sent out. XXXX acknowledged it was stated in my account record and that it was in fact sent out. She then said it could take 7 to 10 business days before I would receive it. 
o Fact : It was obvious this agent lied about the title being sent out on that Monday. Federal and New Jersey law requires a vehicle odometer reading to be documented on the title. This information had not been requested by Chase at any time. The odometer mileage reading should have been requested with the letter dated XX/XX/XXXX ( Attachment 1 ) but was not. 

XX/XX/XXXX After more than 30 days of not receiving specific facts or details regarding my certified check or vehicle title, it was obvious that Chase had no urgency or commitment to provide me with the vehicle title or requested information. I submitted a formal complaint with the Consumer Financial Protection Bureau ( CFPB ) Complaint number : XXXX. 

XX/XX/XXXX To my surprise, XXXX XXXX, called me in response to my complaint to the Consumer Financial Protection Bureau to let me know that the title was in fact not sent out per the agents declaration on XX/XX/XXXX. 
o Fact : There was no activity on this process given there was no request from Chase to obtain my vehicle odometer reading which is required by law to transfer title from one party to another. XXXX had no explanation why. Had I not submitted a complaint to the Consumer Financial Protection Bureau, this process would still be buried in the catacombs of Chase Auto Finance. I was very upset to hear that the information I received from your agent on XX/XX/XXXX was pure fabrication. 

XX/XX/XXXX I XXXX the odometer documentation per Chase request ( Attachment 2 ). 

XX/XX/XXXX I received letter apologizing ( Attachment 3 ) for the customer experience issues related to this matter. Also, received title paperwork and instructions from Chase to take to my local DMV for title transfer. 

XX/XX/XXXX Saturday morning of XX/XX/XXXX, I visited my county DMV in XXXX, NJ. When attempting to register the vehicle, the DMV supervisor informed me the title was not complete because it did not include verification of New Jersey state tax payment per New Jersey law. The supervisor of the DMV stated that Chase is registered to do business in the State of New Jersey and are required by New Jersey law to withdraw appropriate taxes. I completely assumed the paperwork provided by Chase to be in order. 
o Fact : Chase failed to follow appropriate procedures required by New Jersey state law. Chase understands these laws as a matter of doing business in the state of New Jersey. I leased this vehicle from Chase in XX/XX/XXXX. Again, more delays and incompetent behavior by Chase. 

Personally, I dont know how many mountains I have to climb to actually take legal possession of this vehicle. Your organizations behavior summarized above is just a sample of what Ive had to endure up to this point. 

I do hope you have the latitude to protect me from additional delays and personal stress. Given this vehicle has already been charged off, it would be just and fair for Chase to return my payoff of {$19000.00} and award me the title of this vehicle at a cost of {$100.00} plus appropriate NJ Tax. 

In fact, if Chase is serious about Customer Service and Experience, I will join your organization to simplify and automate this broken process to permit your agents to serve your customers with distinction, integrity and self-respect. 

I look forward to a just and respectable resolution. 

Kind Regards, XXXX XXXX As you can read from this letter, there is a lengthy pattern of negligence and discrimination on the part of Chase. This behavior is statistically and obviously not process behavior. This is 100 % systemic and discriminatory behavior. 

I have also attached the payoff letter from Chase. I had to ask for this letter. Notice that this letter did not make reference to an a vehicle mileage statement or odometer statement required for legal title transfer.

Company response to consumer: Closed with explanation