Consumer complaint received 2018-01-09
Company: JPMORGAN CHASE & CO.
State: CT
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:
I leased a XXXX XXXX XXXX with XXXX XXXX XXXX in XXXX, CT. The Principal/Agent for this dealership is XXXX XXXX XXXX, XXXX. The " assignee '' on the lease was J.P. Morgan Chase. I paid each lease payment on time and in full. I extended the lease for more than 6 months and made each of those payments on time and in full. In XX/XX/XXXX I was refused a lease end inspection by J.P. Morgan Chase. I was also given conflicting buy out information by different representatives. In addition the representatives were combative and unpleasant to work with. This was not the treatment I had received at lease end with my previous leases with XXXX and XXXX, respectively. End of Lease with those companies was seamless. Based on my problems with the rough employees in the Chase Auto Finance Department of J.P. Morgan Chase, I requested escalation to a Supervisor. I spoke with a XXXX XXXX ; Supervisor with Chase Auto Finance at the end of XX/XX/XXXX. She stated she would be sending me buy out paperwork. Unfortunately she put a deadline of XX/XX/XXXX on the paperwork and although the package was signed for by the package room in my building, I did not receive it until after XX/XX/XXXX and so the paperwork was invalid. I called back for XXXX XXXX and left messages. XXXX XXXX did not call me back for several weeks. On XX/XX/XXXX I spoke with XXXX XXXX after XXXX. She stated that she did not call me back earlier because she had been on vacation ( no one checks a supervisors messages and J.P. Morgan Chase when they are on vacation? ). She stated that she would not be reissuing buy out paperwork and that my only option was to return the car to XXXX XXXX without a lease end inspection. That same day, XX/XX/XXXX, I called the lessor, XXXX XXXX and spoke with XXXX XXXX. XXXX XXXX is XXXX XXXX XXXX 's Finance/Business Manager at XXXX XXXX XXXX in XXXX, CT. I explained to XXXX XXXX what XXXX XXXX at J.P. Morgan Chase 's Auto Finance Department had said. XXXX XXXX stated that I could buy the car through XXXX XXXX and not to worry about what XXXX XXXX had said and the threats she made. Then XXXX XXXX pulled Hard Credit Checks with at lease one Credit Reporting Agency in order to start the buy out paperwork for the  XXXX XXXX XXXX XXXX. He stated it was too late in the day for him to finish the paperwork but that I could come in the next day. I called back XXXX XXXX and left a message telling her what had transpired during my conversation with XXXX XXXX XXXX, the original lessor of the XXXX XXXX XXXX. The next day, XX/XX/XXXX I called XXXX XXXX XXXX in XXXX CT and was told that it was XXXX XXXX 's day off and that his department was closed. I left messages for XXXX XXXX on XX/XX/XXXX and XX/XX/XXXX. When I did not hear back from him I went into the XXXX XXXX XXXX dealership on XX/XX/XXXX. I spoke with XXXX XXXX and he said he was too busy to help me with the lease buyout. After that I learned that J.P. Morgan Chase had placed a CHARGE OFF on my Credit Report on XX/XX/XXXX and sent conflicting pay dates to at lease two credit reporting agencies. Since that time I have been attempting to resolve this matter with J.P. Morgan Chase, Chase Auto Finance and XXXX XXXX XXXX, to no avail. I have been verbally abused, stonewalled and treated like a criminal by J.P. Morgan Chase. The really amazing part of this is that I paid in full and on time AND I have been a Chase Bank Customer for many years. I caution anyone to do business with J.P. Morgan Chase, Chase Auto Finance ( aka : XXXX XXXX XXXX ) or XXXX XXXX XXXX in XXXX CT. They engage in deceptive business practices. The resolution I have been seeking, since XX/XX/XXXX is to either receive a lease end inspection to return the XXXX XXXX XXXX XXXX vehicle or to receive buy out paperwork from J.P. Morgan Chase or XXXX XXXX. Since XXXX XXXX XXXX ; Principal/Agent for XXXX XXXX XXXX stated in an email yesterday XX/XX/XXXX, that he still has the buy out paperwork, it should be seamless. However, XXXX XXXX XXXX ; Principal/Agent also stated yesterday that only J.P. Morgan Chase can allow the buy out. I would appreciate if you would help facilitate the buy out ( with proper paperwork ) or end of lease inspection with J.P. Morgan Chase AND more importantly the DELETION FROM THE ERRONEOUS CHARGE OFF BY J.P. MORGAN CHASE ON MY CREDIT REPORTS. J.P. Morgan Chase was fully aware that I had paid my lease in full and on time when they reported the lease as a CHARGE OFF on XX/XX/XXXX and they were fully aware that the lessor was drafting buy out paperwork for me. AGAIN I CAUTION ANYONE FROM FINANCING OR LEASING ANY VEHICLES FROM J.P. MORGAN CHASE OR XXXX XXXX XXXX IN XXXX CT ( PRINCIPAL/AGENT : XXXX XXXX XXXX XXXX ). THIS CAUTION IS BASED ON THE HORRIFIC TIME I HAVE HAD WORKING WITH THEM AND I AM A CUSTOMER THAT PAYS ON TIME. I CA N'T IMAGINE HOW THEY MUST TREAT PEOPLE THAT RUN INTO DIFFICULTIES WITH PAYMENT. FURTHERMORE XXXX XXXX XXXX BLAMES ME THAT J.P. CHASE CHARGED OFF THE VEHICLE ON XXXX/XXXX/XXXX EVEN THOUGH HE IS FULLY AWARE THAT HIS BUSINESS MANAGER TOLD ME I WAS FINE TO BUY THE CAR FROM XXXX XXXX XXXX AND HAD BUYOUT PAPERWORK IN THEIR POSSESSION AT THAT TIME AND TOLD ME NOT TO WORRY ABOUT J.P. MORGAN CHASE BECAUSE MY ACCOUNT WAS IN THE HANDS OF XXXX XXXX XXXX, THE ORIGINAL LESSOR.

Company response to consumer: Closed with explanation