Consumer complaint received 2016-10-09
Company: JPMORGAN CHASE & CO.
State: CA
Product: Consumer Loan
Sub-product: Vehicle loan
Issue: Managing the loan or lease

Complaint:
In XXXX XXXX I ended a lease with XXXX XXXX and purchased the vehicle with a loan from Chase Auto Finance. At the time I was living in XXXX, and in XXXX of XXXX we moved back to XXXX. Once I moved I started getting documents from Chase, sent in XXXX overnight envelopes, stating that I owed over {$2000.00} in DMV fees to XXXX, with no real explanation as to why. 
After months of repeated attempts to contact Chase to get answers, I sent a letter in XXXX XXXX stating I needed a clear timeline and schedule of events, assessments, and payments so I can clearly understand what they were stating I owed and why. I stated that if I did not receive a resolution I would be forced to file a complaint with the Consumer Financial Protection Bureau ( CFPB ) to review the situation. 
Once I sent my letter the case was escalated to a manager within Chase, XXXX XXXX. XXXX XXXX promptly called me and stated the previous Customer Service agent made some mistakes and that Chase would cover the balance owed and she would personally support the case. I thought everything was handled until I received a packet from the XXXX DMV stating that they were sent an incomplete application and the title " needs a company stamp or name with counter signature on section XXXX of the certificate of title ''. 

Not knowing what this means or what to do, I called XXXX XXXX four times over 2 months, each timing leaving her a detailed voicemail, with no response. I called Customer Service multiple times and they were friendly, but unable to understand the issue or what to do. On XXXX XXXX, XXXX I spoke with a customer service agent who was able to reach XXXX XXXX via internal Instant Messaging while I was on the phone, and XXXX XXXX still refused to take my call. But she did agree to let me email her the information I received from the XXXX DMV. 

After reviewing the information, XXXX XXXX emailed me to say this needed to go to XXXX XXXX for a signature. I emailed her multiple times, we spoke on the phone, and I made it very clear that Chase needed to tell me WHO at XXXX could help ( I did n't want to send it to a generic address where their Customer Service team would n't know what to do with it either ). I still did not understand why Chase did n't handle this back in XXXX XXXX, and XXXX stated she did n't know why either, but that I needed to send it to XXXX. 
Unfortunately she sent me a XXXX envelope with a generic address to XXXX Financing, and when I sent them my title packet from the XXXX DMV with a letter explaining that I needed their signature, they sent it back to me unchanged with no letter of explanation. 

At this point I have had a loan with Chase for 16 months and still no operating title, which is a huge issue. It is imperative for Chase, the state of XXXX, and myself to have a proper title. It also seems clear that Chase will only communicate with me seriously on this matter if I threaten to escalate to you, the CFPB. That however, has also stopped working, which is why I 'm now filing this complaint. Please help!

Company response to consumer: Closed with explanation