Consumer complaint received 2017-06-21
Company: JPMORGAN CHASE & CO.
State: MD
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:
I am filling a complaint against XXXX XXXX XXXX/JPMorgan Chase Co. I have four primary complaints : 1 ) XXXX XXXX XXXX/JPMorgan Chase Co. paid a ticket I told them not to because I was contesting the ticket in court ( {$200.00} loss ) 2 ) XXXX XXXX XXXX/JPMorgan Chase Co. failed to offer me a free XXXX vehicle inspection when I was performing my end of lease buyout, as is guaranteed in the lease agreement ( $ XXXX-  {$95.00} loss ) 3 ) XXXX XXXX XXXX/JPMorgan Chase Co. took ~4 months to send me my title after I purchased my vehicle, which resulted in the expiration of the XXXX vehicle inspection I paid for at the time I purchased my vehicle void ( expires after 90 days ), requiring me to get another XXXX vehicle inspection before I can buy tags for my car ( {$75.00} loss ) 4 ) XXXX XXXX XXXX/JPMorgan Chase Co. charged me {$710.00} in XXXX state taxes at the time I purchased my vehicle, but failed to mail me a check for {$710.00} for me to purchase my title or transfer my title to XXXX for me, causing me to have to pay another {$710.00} to get my vehicle titled ( {$710.00} loss ) In total, XXXX XXXX XXXX/JPMorgan Chase Co. have caused a net loss of $ XXXX {$1000.00}. Now, I will provide details for each issue above. 1 ) I moved to XXXX XX/XX/XXXX. I had renewed my tags in XXXX in XX/XX/XXXX. On XX/XX/XXXX, I was parked on my street and ticketed for expired tags. Again, I must emphasize I had renewed my tags in XX/XX/XXXX, so the ticket was erroneous. Therefore, I followed the instructions on the back of the ticket to contest it, and immediately mailed the ticket to the indicated address the next day ( XX/XX/XXXX ). I should also note that the fine was {$100.00} if paid within 30 days, and {$200.00} if paid after 30 days but before 60 days. In XX/XX/XXXX, I saw a {$200.00} charge for a ticket appear on my XXXX XXXX XXXX/JPMorgan Chase Co. account. I immediately XXXX XXXX XXXX/JPMorgan Chase Co.,  they informed me that they received a copy of the ticket and that they were going to pay it. I explained that the ticket was erroneous, that I had contested the ticket, and that I was awaiting a court date. XXXX XXXX XXXX/JPMorgan Chase Co. acknowledged understood my situation and said they would not remit payment for the ticket. Additionally, a note about this conversation appears on my account with XXXX XXXX XXXX/JPMorgan Chase Co. I received notification that my court date was scheduled for XX/XX/XXXX.  When I was called in court, the judge asked me to explain why I was contesting the ticket. I showed the judge that my registration had been renewed in XX/XX/XXXX, as the date of renewal was indicated on my registration. He agreed the ticket should not have been issued, but when he went to dismiss the ticket, he saw that the ticket had already been paid by XXXX XXXX XXXX/JPMorgan Chase Co. The judge told me that by XXXX XXXX XXXX/JPMorgan Chase Co. paying the ticket, it was an admission of guilt on my part, that the court doesnt issue refunds, and that I should contact XXXX XXXX XXXX/JPMorgan Chase Co. for reimbursement. Therefore, I called XXXX XXXX XXXX/JPMorgan Chase Co. and explained what happened in court. The representative opened a case for me and said the case should be resolved within three weeks. However, a month went by and I received no notification. Therefore, I called XXXX XXXX XXXX/JPMorgan Chase Co. again, went through the same process with a new representative, and was again told the case should be resolved in three weeks. However, another month went by, and I again received no notification, so I called a third time. Again, I explained my situation to a new representative and was told my case should be resolved within 3 weeks. But, once again, a month went by and I received no notification. But, when I called XXXX XXXX XXXX/JPMorgan Chase Co. this time, the representative informed me XXXX  had reviewed my case but simply never informed me of the result, with the result being that XXXX refused to reimburse me the {$200.00} because, as they put it, they pay tickets so the car doesnt get towed ; this point is completely invalid, as I had requested a court date the day after receiving the ticket, despite having 30 days to do so. Summary : 1 ) Received erroneous ticket on XX/XX/XXXX 2 ) Contested ticket, requested court date, and returned ticket to appropriate office XX/XX/XXXX 3 ) Told XXXX XXXX XXXX/JPMorgan Chase Co. in XX/XX/XXXX that I was contesting the ticket and to not pay it 4 ) Appeared in court  in XX/XX/XXXX, the judge was going to throw dismiss the ticket, but was unable to because XXXX XXXX XXXX/JPMorgan Chase Co. had gone against my instructions and paid the ticket Loss : {$200.00} and ~5 hours from repeated calls and a wasted court appearance 2 ) I only recently found out that XXXX XXXX XXXX/JPMorgan Chase Co. offers a complimentary state vehicle inspection if the customer wants to purchase their vehicle at the time their lease expires, specifically 45-15 days before lease maturity. However, XXXX XXXX XXXX/JPMorgan Chase Co. never offered me this service, despite the fact I was going through the vehicle purchase process beginning XX/XX/XXXX and my lease was due to end on XX/XX/XXXX. As an aside, XXXX XXXX XXXX/JPMorgan Chase Co. failed to sign an odometer certification form before the form expired ; this paperwork required me to go to the bank financing my vehicle purchase. Therefore, I had to take another couple of hours out of my day to go back to my financing company and fill out the odometer certification form again. Summary : 1 ) XXXX XXXX XXXX/JPMorgan Chase Co. did not inform me of my free XXXX vehicle inspection at the time of my lease buyout 2 ) XXXX failed to complete forms in a timely manner, costing me hours out of my workday Loss : $ XXXX {$95.00} ( depending on where inspection takes place ) and 2 hours due to a repeat visit to my financing company 3 ) In XX/XX/XXXX, I attempted to get XXXX tags. However, I first needed to transfer my title from XXXX to XXXX.  Therefore, I contacted XXXX XXXX XXXX/JPMorgan Chase Co., informed them I needed my title so I could transfer it to XXXX, thus enabling me to get XXXX tags. Shortly thereafter but still in XX/XX/XXXX, I purchased a XXXX vehicle inspection for {$75.00} so that I could purchase my vehicle ( required by the financing company ) and obtain XXXX tags after the title was transferred into my name. XXXX XXXX XXXX/JPMorgan Chase Co. did not send me my title until the middle of XX/XX/XXXX.  However, the title was not sent to me because I purchased my vehicle ( ~1 month earlier at this point ), but from my original request stemming from early XX/XX/XXXX. Therefore, the title had not been signed over to me. Thus, I sent the title back and informed XXXX XXXX XXXX/JPMorgan Chase Co. that I needed my title back after it had been signed over to me. I still had not received my title as of middle of XX/XX/XXXX, so I called XXXX XXXX XXXX/JPMorgan Chase Co., spoke with a representative, informed them I was still waiting on my title, and was informed theyd immediately send it out. However, I still had not received my title as of late XX/XX/XXXX/early XX/XX/XXXX. So, I called XXXX XXXX XXXX/JPMorgan Chase Co., spoke with a representative, informed them I was still waiting on my title, and was informed theyd immediately send it out. As of the middle of XX/XX/XXXX I still had not received my title, and I was receiving letters from my financing company that if I didnt get the title in my name and list my financing company as the lien holder in a timely manner that my vehicle would be repossessed. So, I called XXXX XXXX XXXX/JPMorgan Chase Co., spoke with a representative, informed them I was still waiting on my title, and was informed theyd immediately send it out. Finally, on ~ XX/XX/XXXX, I received my title. However, this was well past 90 days, rendering my XXXX vehicle inspection expired and required I get a new XXXX  vehicle inspection so that I could purchase XXXX tags.
Summary : 1 ) I had to purchase a XXXX vehicle inspection in XX/XX/XXXX for {$75.00} ( this should have been provided by XXXX XXXX XXXX/JPMorgan Chase Co., see complaint 2 ) 2 ) XXXX XXXX XXXX/JPMorgan Chase Co. failed to send me my vehicle title until ~4 months after I purchased my vehicle., approximately a month after my XXXX vehicle inspection expired, thereby requiring I purchase another XXXX vehicle inspection so that I can buy XXXX tags Loss : {$75.00} and approximately 4 hours due to repeated phone calls requesting my title and another XXXX vehicle inspection 4 ) Before I finally received my title in XX/XX/XXXX, XXXX XXXX XXXX/JPMorgan Chase Co. told me my package would include my title, a bill of sale, and a check to pay for the taxes once I titled my vehicle ( these taxes were factored into my buyout price for this purpose ). However, when my package arrived, there was no check. Thus, I once again called XXXX XXXX XXXX/JPMorgan Chase Co. and told explained the issue. The representative apologized for not including the check and said the check would immediately be sent out. Two weeks later, another package arrived. Instead of receiving a check, I received a letter stating that XXXX XXXX XXXX/JPMorgan Chase Co. doesnt issue a check for taxes, but instead remits the taxes directly to XXXX using their tax ID number ( note that the tax ID listed on this new document differed from the one they included on my bill of sale ). The letter went on to say that I should simply take this letter, my bill of sale, and my title to the XXXX to transfer the title to my name. Assuming this letter was true but admittedly skeptical of the situation due to my experiences to this point, I went to the XXXX in XX/XX/XXXX. The first representative I spoke with had no idea what the letter was indicating and said that she had never heard of taxes for a title being handled in this way, so she passed me along to a supervisor. The supervisor gave the same confused look, said he had never heard of this, that there was no way to verify that XXXX XXXX XXXX/JPMorgan Chase Co. had remitted sales tax using [ either ] of the two tax IDs they provided, and that nothing indicating my car had sales tax for it remitted appeared anywhere in their system ( he checked my VIN number and a variety of other identifiers ). The supervisor then disappeared for approximately 20 minutes to call the state headquarters. Once the supervisor returned, he said the state headquarters definitively stated that titles are never handled in this way, and he has no idea what XXXX XXXX XXXX/JPMorgan Chase Co. were referring to with their letter. Thus, I once again called XXXX XXXX XXXX/JPMorgan Chase Co. while at the XXXX and spoke with a representative. The representative said XXXX XXXX XXXX/JPMorgan Chase Co. doesnt distribute sales tax checks directly ( contrary to the first two reps I spoke with concerning this issue, but consistent with the letters XXXX XXXX XXXX/JPMorgan Chase Co. sent  ), but that she could fax a letter to the XXXX stating that sales tax was directly remitted to the state. I explained to her that I already had two letters stating this and that everybody in the XXXX, from a clerk to the state headquarters, said that things do not work that way, and that the letter is referring to something that doesnt exist. So, I put her on the phone with the supervisor, the XXXX XXXX XXXX/JPMorgan Chase Co. rep. told the supervisor XXXX XXXX XXXX/JPMorgan Chase Co. had remitted sales tax directly to the state, to which the supervisor responded that this is not how things work, theres no way to verify that, and that nothing appears in their system indicating that. At this point, I walked away to finish my conversation with the XXXX XXXX XXXX/JPMorgan Chase Co. rep. She indicated she would open a case investigating what happened to the money I paid to XXXX XXXX XXXX/JPMorgan Chase Co. for my XXXX sales tax. To this, I asked if she could guarantee that I would be reimburse for the title I had to purchase that date, and she said no. Thus, I simply had to be satisfied with the fact they were opening a case investigating what happened to the {$710.00} I paid to XXXX XXXX XXXX/JPMorgan Chase Co. for my XXXX state taxes ( see the above complaints for proof on how well XXXX XXXX XXXX/JPMorgan Chase Co. investigations work out ). Consequently, I had to pay another {$710.00} at the XXXX so I could purchase my title. Additionally, I called XXXX XXXX XXXX/JPMorgan Chase Co. back and asked for proof they had remitted sales tax to XXXX even if this was not the process for how things should have proceeded, but XXXX XXXX XXXX/JPMorgan Chase Co. said they could provide no proof at that time. Thus, the {$710.00} I paid to XXXX XXXX XXXX/JPMorgan Chase Co. for my XXXX sales tax has magically disappeared, and I subsequently had to pay the amount at the XXXX. I should also note that I had to use a credit card since I was not expecting to pay this charge, and am thus also accruing interest on my payment. Summary : 1 ) XXXX XXXX XXXX/JPMorgan Chase Co. collected {$710.00} from me to later be used for XXXX sales taxes, which are collected at the time of title transfer 2 ) XXXX XXXX XXXX/JPMorgan Chase Co. originally told me a check for {$710.00} would be included in my lease buyout package that contained my title and bill of sale 3 ) XXXX XXXX XXXX/JPMorgan Chase Co. did not include the check for {$710.00} in the original package, said it was a mistake, and indicated they would send out the check 4 ) XXXX XXXX XXXX/JPMorgan Chase Co. instead sent a letter saying they do not issue a check back for the taxes, but instead directly remit sales tax to the state of XXXX, and that my letters would serve as proof of this so I didnt get charged again when obtaining my title 5 ) No one in the XXXX XXXX at any level has ever heard of remitting sales tax in the way described above and insists it doesnt exist 6 ) XXXX XXXX XXXX/JPMorgan Chase Co. can provide no proof they remitted sales tax to the state of XXXX 7 ) Despite paying {$710.00} to XXXX XXXX XXXX/JPMorgan Chase Co. for XXXX sales tax to be used to transfer my title to my name at the time I purchased my vehicle, I again had to pay {$710.00} to the XXXX because they indicated they had no idea what XXXX XXXX XXXX/JPMorgan Chase Co. was talking about with how they remitted sales tax Loss : {$710.00} and ~5 hours for phone calls and extra time spent at the XXXX

Company response to consumer: Closed with explanation