Consumer complaint received 2017-01-17
Company: JPMORGAN CHASE & CO.
State: IN
Product: Consumer Loan
Sub-product: Vehicle lease
Issue: Managing the loan or lease

Complaint:
I turned in my leased vehicle to JPMorgan Chase 2 weeks prior to the lease end ( after speaking to their representatives at least 3 times to see what if any charges would occur for the 'early ' termination - they indicated XXXX ). A few weeks after the vehicle is turned in, I get a 'bill ' detailing damage that did not exist when I had the vehicle. I I spoke to Chase employee XXXX ( # XXXX ) on XX/XX/XXXX and XXXX ( # XXXX ) on XX/XX/XXXX appealing the damages and requesting pictures. On XX/XX/XXXX I issued payment ( notifying Chase via email and letter ) that covered the disposition fees and final payment - this was done at the request of XXXX ( # XXXX ) XX/XX/XXXX I receive yet another bill from Chase for the vehicle. I called Chase again speaking to XXXX ( # XXXX ) who said that the damages were waived but I was beeing charged 'early termination fees ' - though my XX/XX/XXXX/XX/XX/XXXX conversations with them said that this 'fee ' would not apply to me. I then asked to speak to a supervisor, finally reaching XXXX XXXX. She heard my story, asked for time to research and would call me back. She called the next day while I was in a meeting - when I called her back she was unavailable and I then left a message. I called back again on XX/XX/XXXX ( speaking to XXXX - # XXXX ), XX/XX/XXXX ( speaking to XXXX # XXXX ), XXXX/XXXX/XXXX ( speaking to XXXX # XXXX ), XX/XX/XXXX ( speaking to XXXX again # XXXX ), and XX/XX/XXXX ( speaking to employee # XXXX ). At no point did XXXX XXXX ever return my calls. Finally on XXXX/XXXX/XXXX I was able to speak to XXXX ( # XXXX ) who agreed to halve my still disputed balance. He needed to get final approval and would call me back that day ( he did n't ). He would also re-request the pictures I asked for months ago but never received. On XX/XX/XXXX I re-called XXXX ( # XXXX ) and was told that my account was moved to the Internal Recovery Department and now longer with the previous department. I demanded to speak to XXXX ( # XXXX ) who acknowledged our deal and agreed to 1 ) take payment for the agreed-to amount, 2 ) let the new department know that I had made payment, and 3 ) the account was now officially closed and in good-standing ( no reporting to Credit Bureaus, no collections, etc. ) Payment was indeed taken via phone and was taken from my personal bank account on XX/XX/XXXX. I considered the issue resolved. Today ( XX/XX/XXXX ) I received a call from a collections agency telling me that I owed the original amount and that they did not show my payment in their system. I initiated a dispute and then recalled Chase speaking to XXXX ( # XXXX ) who would not/was unwilling to transfer me back to XXXX. Instead I was sent to XXXX ( # XXXX ) who told me that even though she can see the agreement in her notes I need to re-contact the Collections agency to initiate a dispute and there was nothing else she could do. Unfortunately, the dispute resolutions person is currently out of the office - of course. I notified her that I would be contacting XXXX, the CFPB and that I will never, ever, ever, use JPMorgan Chase again.

Company response to consumer: Closed with explanation