Consumer complaint received 2017-01-31
Company: JPMORGAN CHASE & CO.
State: WA
Product: Consumer Loan
Sub-product: Vehicle lease
Issue: Managing the loan or lease

Complaint:
This letter is to report on and inform you of the continued harassment and abusive business practices of Chase Bank, including the purchasing, vehicle remarketing, auto finance, loan and local banking products. 
In XX/XX/XXXX, I received notice from Chase Lease End Dept. regarding the purchase of my XXXX XXXX XXXX which was at the end of a lease agreement held by Chase. On XX/XX/XXXX, a Purchase and Transfer Agreement for the car was signed and sent to Chase Executive Office in XXXX, Ohio. 
In XX/XX/XXXX, I began receiving calls from Chase Leasing Dept. regarding repossessing the car for non-payment of the lease. I informed the caller each time that I had taken out a Chase loan for the car. Chase Leasing said that they had no record of the loan. I gave them the tracking number for the loan paperwork. After numerous calls, I was told by Chase Leasing that the Chase Auto Financing loan paperwork had been lost. To avoid repossession of the car, I sent payment for {$1200.00} to Chase Leasing to cover lease payments, finance charges and penalties. Having the tracking number of the loan paperwork I had sent in XXXX, Chase Leasing informed me that they would find the Chase loan paperwork and proceed with the loan. AT no time, was the local Chase bank able or willing to assist me with these problems. 
In early XXXX, I began receiving more harassing phone calls from Chase Leasing regarding non-payment of the lease. Dozens of phone calls were made, again, regarding this problem. Most of the times, I was transferred to different representatives, sometimes up to 3 and 4 times during one call. ( I have a list of over XXXX names and phone numbers of Chase representatives that I have spoken with during this ordeal. ) Eventually, Chase informed me that they had traced the lease payment I had made, but Chase had applied the payment to a different account. Nevertheless, I still needed to make a payment of {$2000.00}. This was the {$1200.00} plus additional payments, interest and penalties. In addition, I received a letter from Chase Auto Finance threatening to make a report regarding my " late payments, missed payments or defaults. '' This, even though the problems had been with the incompetence of Chase and through no fault of my own. 
By the middle of XXXX having received no paperwork from Chase regarding a continued lease agreement or the institution of the loan, I decided to purchase the car with funds from my life 's savings. I filled out new paperwork sent to me by Chase Purchasing, and sent the paperwork along with a check for the entire amount owed on the car to Chase Vehicle Purchasing on XX/XX/XXXX. On XX/XX/XXXX, I called XXXX XXXX XXXX ext.XXXX to check on the status of the purchase and to determine when the title to the XXXX would be received. I received a voicemail message several days later saying that they " were working on it ''. Subsequent phone calls have not been returned and I have no title for the car. 
Finally, a refund of the missing {$1000.00} promised in early XXXX. has not arrived. A check for {$500.00}. made out to XXXX XXXX XXXX, XXXX, CO arrived on XX/XX/XXXX. 

I am an XXXX year old woman, with limited resources and dealing with a husband who has XXXX. The actions taken by Chase have been deplorable, demeaning and have caused me debilitating stress. 
Any help you can give, not only to me, but the public in general, would be most appreciated.

Company response to consumer: Closed with explanation