Consumer complaint received 2017-10-30
Company: JPMORGAN CHASE & CO.
State: IA
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Managing the loan or lease
Sub-issue: Billing problem

Complaint:
I have been attempting to make my car payment with Chase bank for over A month now. First I ran the payment through my bank, XXXX, and Chase never pulled the payment. Chase informed me that they were not able to get the payment to run through correctly. I then attempted to give them my debit card number over the phone to pull the money, which in the past I have always been able to do this with Chase if necessary. The chase representative advised that they will no longer use debit card transactions to take payments because it cost them too much money. After they were unable to pull from my bank I transferred the car payment funds to my husband 's bank account with our local credit union. We contacted Chase and provided them my husband 's bank account information to pull the payment and a week later the payment had still not been posted. We contacted Chase numerous times and they have gave us multiple reasons why they had not pulled the payment first they tried to tell us that it was because my husband 's bank rejected the payment request when they posted it we contacted my husband 's credit union and they advised that Chase has never made any attempts to pull that payment from his account. We call Chase back and then they say that perhaps they had the wrong account number my husband again confirmed for them the correct account number to pull the payment we waited again for another week and again no payment was a palled we called back they tried to tell us that the credit union advised there was no account for that number we again confirmed with Chase that they had the proper number and they assured us that they would try to pull it again. After another week went by we received a letter from Chase that stated they were unable to pull my car payment from the credit union again because the credit union refused their request. We contacted the credit union who again assured us that no request from Chase had been made and that they would even show us the reporting to show proof that Chase has never attempted to collect my bill. We called Chase back again and Chase confirmed that they did not know why the payment was not pulling from that credit union account. So We pulled the money from my husbands account at the credit union and transferred it back over to my XXXX account. We contacted Chase last week to have the payment ran through my checking account again it did not pull again We called Chase back at the end of last week the representative treated us like it was our fault the payment has been late and like we were doing something wrong they advised that we needed to perhaps open a Chase account to ensure the payment could be made or to visit a local Chase branch. We advise them that we do not have any chase banks in our area and that I do not have any other problems paying my bills through both the XXXX and the credit union account. Chase stated that for some reason they are not able to pull billing requests through GoBank to make payments I question how this is possible because I have had my GoBank account for two years now and in that two years I have made payments for my car through Chase. I advised Chase that I need to make my payment as I now have another monthly payment that is due and I am going to be going up against a 60 day late if they are not pulling my payments they assured me would be pulled. They told me I would need to send a XXXX XXXX payment to them to avoid re-possession of my vehicle really Chase I now have to pay a XXXX XXXX fee because you can not pull my payment from my bank account or my husband 's credit union account? I have been MORE THEN WILLING AND TRYING TO MAKE MY PAYMENTS!!! Additionally they charge me daily fees for being late and fees because they are unable to pull money from my account which have not even happened. I want any late fees removed from my Chase account immediately and any negative reporting removed from my credit. I want the CFPB to look into why Chase is not pulling payments from consumers bank accounts and then instead advising that the other financial institutions are not providing them access to pull those funds. This is an incorrect and in accurate statement by Chase they are using this to collect additional fees and to damage my credit I do not appreciate this and this is becoming financially devastating to me and my family.

Company response to consumer: Closed with explanation