Consumer complaint received 2021-04-23
Company: JPMORGAN CHASE & CO.
State: FL
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Managing the loan or lease
Sub-issue: Problem with additional products or services purchased with the loan

Complaint:
I filed chapter XXXX bankruptcy and wanted to REAFFIRM my car which I have a loan with JPMorgan Chase Bank, NA. 

I called in and informed them of the reaffirmation. They stated they will send me out the reaffirmation agreement. I received a reaffirmation agreement via email by a chase representative XXXX XXXX and by mail. When I read the reaffirmation agreement they valued my car at {$18000.00}. When they sent the NADA value report they put on the apprasial report I have XXXX about XXXX less miles then the accurate mileage on my car. 

I ask for them to correct it because my car at the time of their value reprot was way over XXXX. The young lady I spoke with XXXX on XX/XX/XXXX said she can change it to reflect the accurate mileage and resend paperwork. 

I then filled out the reaffirmation paperwork I corrected the mileage and did the new value report with XXXX XXXX XXXX. I called a few days later and they confirmed they received the signed reaffirmation agreement. 

I received an email from Chase Bankruptcy representative XXXX XXXX who stated he see I changed Part1 # 4 current market value and I submitted the XXXX XXXX XXXX apprasial and they will not accept. I explained via email but this is the correct and accurate mileage on my car. I can not sign to something that is incorrdct I am in a Court of law and the reaffirmation states : " I the debtor affirm the following to be true and correct ''. 
Chase Bank is misrepresenting the truth about my car. For what reason I do not know. I called back Chase and spoke with a XXXX on XX/XX/XXXX and told her time is of the esscence my meeting of creditiors is coming up and I need to submitt this form. XXXX who to add insult to injury stated you have to take a picture of my odometer and send it to Chase. I was shocked as I do not think this is a customary request and believed they were doing this because I am XXXX XXXX. I sent the picture to XXXX XXXX in which XXXX informed me to do since he is on my case file. I never heard anything back from them as they stated they will call me. 
I called back several times after spoke with a few representatives who stated someone will call me back but to no avail. I keep expressing time is of an eccense. Then I called back and spoke with manager XXXX on XX/XX/XXXX she stated if they put the correct mileage then my value will be more then what they quoted at XXXX. My mileage at that time was XXXX. I was sick to my stomach. I ask her to speak with another manager because I did not believe this theory that with more miles the car will be valued more. She stated she will have a manager call me. And no one called me. 

I called back a few times after this and spoke with many different representatives. I then spoke with manager XXXX supervisor on XX/XX/XXXX and the line disconnected and I never received a response. 
Today on XX/XX/XXXX I called and spoke with a representative XXXX. She is the only representative who sounded like she cares, understands and she informed me a supervisor by the name of XXXX will call me back. 

Here is the issue : I am getting the run around with CHASE. They say they will call me back then I dont get a call back. What is so hard to document the correct mileage on the reaffirmation agreement and the correct value???

Company response to consumer: Closed with explanation