Consumer complaint received 2022-10-17
Company: JPMORGAN CHASE & CO.
State: WA
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Managing the loan or lease
Sub-issue: Problem with additional products or services purchased with the loan

Complaint:
I relocated from XXXX to XXXX at the end of XX/XX/XXXX. My XXXX  vehicle registration also expired at the end of that month. I attempted to register my vehicle in XXXX  state immediately following my move. 

However, I was informed by the XXXX XXXX that, per my situation, I needed to contact Chase ( my loan servicer ) to obtain my title, complete with an odometer statement, as well as a copy of my Bill of SaleXXXX  When I contacted Chase, I was told there was an issue with my title and they would be sending me papers via XXXX XXXX to sign ( so that my title could be released ). When I didn't obtain anything in the mail as anticipated, I began a series of regular phone calls to Chase attempting to get information about why my title was held up and how it could be corrected. As I worked my way through individuals in the escalation department and through my secure messaging portal, I was consistently given misinformation and/or redirected to someone else. When I finally received items by XXXX XXXX, they had been re-routed multiple times due to the incorrect address Chase had used. When I opened the envelope, Chase had provided me with a false XXXX  state Power of Attorney statement attesting to the incorrect mileage for the vehicle on my loan to be dated for XXXX of this year. 

When I inquired at Chase about the fraudulent document and Chase 's request that I sign it, I was told that nothing else could be done to provide me with a title or bill of sale until I signed it and returned it to Chase. I contacted both XXXX XXXX XXXX state attorney generals at this point and was told it appeared to them that Chase had lost my title when they converted my lease to a sale and was trying to get me to help them recreate the documents by signing off on false statements. 

On XX/XX/XXXX I called Chase again and spoke with a member of the escalation team, XXXX. It was confirmed for me by XXXX that when I financed my auto loan with Chase in XX/XX/XXXX, Chase representatives failed to properly complete my file and reissue the title to my vehicle as required by the terms of my loan. XXXX told me that as of this moment, Chase will be unable to do anything to finish processing my loan until after the XXXX  XXXX returns a check to Chase bank ( that was sent to pay for a one-day temporary movement permit the XXXX was ultimately unable to provide without the Bill of Sale- something explained to Chase representatives many times ). Despite Chase 's failure to properly handle my title, they have somehow successfully managed to collect auto loan payments from me for over a year now. And when I asked to speak to someone with greater authority to resolve this issue than XXXX, he told me that there was no way to reach any supervisory agents above him- even though he was unable to help me or resolve the issue so that I could regain full use of my vehicle. 

At this moment, I have been deprived of the right to drive my financed ( and in good standing ) auto since XX/XX/XXXX due to the actions of Chase bank representatives. I have also had the unexpected expense of renting a vehicle for a family vacation, which was planned last year ( approximately {$500.00} ) - all because I have been unable to drive the vehicle I currently have financed through Chase. I have had to borrow a family member 's car just to get to work and I will not have the benefit of that much longer.

Company response to consumer: Closed with explanation