Consumer complaint received 2019-10-18
Company: JPMORGAN CHASE & CO.
State: OH
Product: Student loan
Sub-product: Private student loan
Issue: Dealing with your lender or servicer
Sub-issue: Need information about your loan balance or loan terms

Complaint:
JP Morgan and Chase reported 3 loans ( $ XXXX, $ XXXX and $ XXXX respectively ) as  cancelled debt, to the IRS on my behalf in XX/XX/XXXX. They sent 1099 's to a non-existent address- one that has NEVER been used or reported by me or my cosigner. The address they used is a splicing of 2 separate addresses in 2 different cities in the same state. This cancellation was done after Chase claims they made multiple attempts to contact my cosigner for repayment, an arguable fact as my cosigner has absolutely no knowledge or paperwork to that affect though Chase has her correct address and phone number ( I have confirmed this through phone calls with Chase ).

My cosigner is a retired account and as such, she keeps every scrap of paper concerning loans and financing she receives and she has no record of the loans Chase reported cancelled-nor do I- so I contacted Chase to request copies of the original loan contracts as proof that the loans are in fact mine. These loans do not show up on either of our credit reports so we are questioning where they came from. 

My first phone call to Chase was on XX/XX/XXXX. I spoke to a woman named XXXX in the IRS notice department. She was " unable to provide further information ''. Because Chase no longer directly deals with Student Loans, I could not get a direct number into Chase so I contacted our Local Chase bank branch and spoke to XXXX on XX/XX/XXXX. She took my information and sent an internal email in an attempt to either get the information I was seeking or to put me in touch with the people who could. 

When I hadn't heard anything, I reached back out to XXXX on XX/XX/XXXX. She was helping someone else so my call was taken by the branch manager, who took all of my information and filed a grievance on my behalf through Chase 's complaint and compliance department. 

On XX/XX/XXXX, I was contacted by XXXX ( ID # XXXX ) with the complaint and compliance department. She said my information had been given to the research team who would look into the loans. When they completed their search, she would be back in touch with what they found. 

On XX/XX/XXXX XXXX called me back and said they had located specifics on the loans in question and directed me to the Chase Recovery and loan specialist department, who would then be able to provide the appropriate documentation I was seeking. 

On XX/XX/XXXX I contacted the Loan Specialist department and spoke to a woman who confirmed the Loan numbers, amounts and cosigner. I asked why these loans were not showing up on any credit report and she stated that the loans " drop off as soon as they are cancelled, '' a statement that is absolutely false. I requested copies of the original loan contracts and she said she would have them sent to me with no issue. The contract was post marked XX/XX/XXXX and arrived XX/XX/XXXX. However, the contract she sent was NOT the correct Loan contract. It was not the correct dates, amount or loan number.

Realizing that I wasn't getting anywhere, my cosigner contacted Chase on XX/XX/XXXX attempting to get the information i requested. The man she spoke to again confirmed details but instead of sending contracts, referred her to the IRS for further questions. 

On XX/XX/XXXX, my Cosigner again contacted Chase to directly request contract copies for these loans. On this phone call, she was told she was NOT a cosigner and therefore could not be given any information or sent any contracts. 

On XX/XX/XXXX, I contacted Chase again and spoke to loan specialist #  XXXX who confirmed that my cosigner was in fact on the loans. She said the original loans were taken out between XXXX. She said loans were charged off XX/XX/XXXX, letters sent in XXXX and reported cancelled in XXXX. This time she Could NOT confirm the address the 1099 's were sent to. She said she had no idea where the address came from ; she also corrected previous information given and confirmed that these loans should be on our credit reports ( she offered to send me to the credit reporting dept to " fix '' the non reported loans ; I declined ). She said she had requested copies of the original contracts as well as copies of the 1099 's for these loans, to be sent to me in 7-10 business days. Unfortunately the only documentation she sent were 1099 's with the wrong address. I have STILL yet to receive a single piece of paper relating to these loan contracts.

It has been 2 months, numerous phones calls, and misinformation and I can not get any tangible proof that the loans reported cancelled on my name and social are in fact my loans and my responsibility. I once again called Chase on XX/XX/XXXX and asked to speak to a supervisor or someone in charge who could give me a definitive answer and send me concrete proof of these loans. I was transferred to a voicemail, left a very specific message with appropriate contact information, and I have yet to receive a phone call back as of XX/XX/XXXX, even though the voicemail greeting specifically states that a callback will take place within 24 business hours.

Company response to consumer: Closed with explanation