Consumer complaint received 2021-09-23
Company: JPMORGAN CHASE & CO.
State: CO
Product: Vehicle loan or lease
Sub-product: Lease
Issue: Problems at the end of the loan or lease
Sub-issue: Unable to receive car title or other problem after the loan is paid off

Complaint:
On XX/XX/2021 I sent a check for the full payoff amount ( {$14000.00} ) for my leased vehicle via USPS First-Class Mail to Chase Auto Finance XXXX Chase received this check and processed it on XX/XX/2021 with a recorded sale date of XX/XX/2021. The full amount of the check was cleared and withdrawn from my bank account on XX/XX/2021. At this point I was waiting for Chase to provide me with the Certificate of Title for the vehicle that I purchased. 

I received the Bill of Sale, Sales Tax Receipt, and Certificate of Title in the mail on XX/XX/2021, 37 days after my payment had been processed. However, the Certificate of Title that I received was incomplete, missing a signature from a registered agent on behalf of Chase Auto Finance. 

I took the incomplete title to the XXXX XXXX County DMV on XX/XX/2021. The employee informed me that she had to reject my transaction request due to the missing necessary information on the title. I called Chase Auto Finance immediately afterwards on the same day, and the customer support representative asked me if the DMV was willing to accept an affidavit of correction for the original title in lieu of a completed title and the necessary signature from a registered agent. 

I then called the XXXX XXXX County 's public phone number to ask if an affidavit of correction was a suitable replacement for a correct Certificate of Title so that it could be legally transferred into my name. The individual that I spoke to on the phone confirmed that an affidavit was not a suitable replacement for the corrected title.

At this point, I called Chase Auto once more immediately after my phone call to the DMV. The Chase representative instructed me to send the title back to Chase so that it could be correctly filled out once again. She provided me with an estimated completion date of XX/XX/2021 and indicated that she requested the Title Department at Chase to expedite the request and send it back to me overnight via XXXX. 

On XX/XX/2021 I sent the incomplete title to Chase via USPS Priority Mail as well as the transaction rejection documentation that the DMV provided me, and a letter explaining my request. The USPS indicated that it would be delivered by XX/XX/2021 with a cost of {$8.00} for tracking and postage. On XX/XX/2021, I received notification from the USPS that the mail had been delivered at XXXX XXXX. 

On XX/XX/2021, I called Chase Auto once again to inquiry about the status of my title. The representative indicated that she had no evidence of the mail having been received. I provided her with the tracking number from the USPS, confirmed that I sent the mail to the correct address, and informed her of when the USPS reported the mail having been delivered. She was unable to provide any further assistance, but recorded the information I gave her and indicated that the follow-up date would be XX/XX/2021. 

On XX/XX/2021, I called Chase Auto once again to inquiry about the status of my title. The representative indicated that she had no evidence of the mail having been received. I once again confirmed that I sent the mail to the correct address, provided the tracking number once again, and provided the reported delivery date and time once again. 

I asked that Chase request a replacement title from the state of Colorado, fill it out correctly, and send it overnight to me. The customer support representative refused to do this. She said that she added more information onto the pre-existing support case that I had opened, and she provided a new follow-up date of XX/XX/2021. I indicated that this was no acceptable and was forwarded to a supervisor. I spoke with her supervisor, and he said that he sent an email to his counterpart in the Title Department at Chase and hoped he would eventually receive a response. 

I still have not received any information about the status of the incomplete title, and have not received the title for the vehicle that I lawfully paid for 58 days ago.

Company response to consumer: Closed with explanation