Consumer complaint received 2018-12-11
Company: JPMORGAN CHASE & CO.
State: NJ
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Struggling to pay your loan
Sub-issue: Lender trying to repossess or disable the vehicle

Complaint:
Had a loan with Chase auto in good standing for a couple of years. XXXX financial problems occurred. My first attempt to circumvent this was to simply remove the auto pay and change the due date to fit with my new once monthly income payment. 

Took autopay off online, the system still processed autopay, overdrew accounts without my knowledge until I got a bank alert, this happened a couple times. Finally had autopay removed, and was told after, I could've simply changed my due date because my loan was current. Asked to get reimbursed overdraft fees and was denied. It's been downhill ever since. 

XXXX - alerted Chase in several occasions of financial hardship. Was told I had no options to lower payments nor defer payments for a couple of months. This is basically the last year of a loan which has been 90 % paid off at this point. 

XXXX, paying what I can, late payments, financial hardship worsens in XXXX. Talked with Chase about my situation XXXX. Was told since I only had 3 CAR PAYMENTS LEFT, " not to worry about repossession, we don't reposess cars at the end of the loan ''. Still no options given to delay or lower payments. A 4-6 month deferment would've given me the time to pay off the car in full. Still no solutions, alot of back and forth and many different stories from CSRs. No consistency. This is a recurring theme with consumers. Please read the consumer affairs reviews. 

XXXX XXXX, Chase calls, I tell them my situation hasn't changed and I would need some time. CSR says " keep us posted '' XXXX, Chase calls on do not call days Sundays and after XXXX, in a harrassing manor. My situation has not changed. 

XX/XX/XXXX. Chase tows car at XXXX. Called to get info, was told I had to wait 24hrs by one CSR, 3 days by another CSR, just to get the payment amount to get my car back. 10min to report my car, going on 2 business days to get a payment amount. 

Call log, XX/XX/XXXX : Department, recovery  XXXX XXXX XXXX, XXXX Redemption direct, XXXX. 
XXXX XXXX Or XXXX XXXX XXXX Redemptions, 6 attempts. The department is closed message, no one knows why, this went on from XXXX EST until XXXX EST, says hours are XXXX to XXXX CSR XXXX still no help XXXX XXXX XXXX Blind transferred me to a supervisor voicemail after I asked not to be blind transferred XXXX XXXX cold transferred, after I asked not to XXXX, ( XXXX EST ) Said the department is not closed, maybe in a " very important meeting '' maybe phone lines are down, no one in Chase auto 's other departments know why redemption and recovery is closed. 

XXXX XXXX claims no additional fees for storage by Chase and they dont mark up the repo company fees. Mincing words because XXXX says they only charge a flat fee and Chase determines the storage and additional fees. XXXX also has no idea why the recovery Dept is closed, there were no alerts nor has anyone told other departments. 

Complaints department. Notation. To my account by CSR XXXX. Was told they don't really have a complaints department. Insane. 
Storage fees a concern for each day Chase does not update my redemption amount. XXXX XXXX XXXX, another number given. 

XXXX XXXX contacted them on XXXX. At a total loss. It's XXXX, now I'm writing this complaint.

Company response to consumer: Closed with explanation