Consumer complaint received 2015-06-25
Company: JPMORGAN CHASE & CO.
State: NC
Product: Consumer Loan
Sub-product: Vehicle loan
Issue: Managing the loan or lease

Complaint:
In XXXX of 2015 I called JP Morgan Chase Auto Finance to make a payment on my car loan. When the representative answered the phone she informed that that my payment was not due until XXXX XXXX, 2015. This was not correct as my payments are due each and every month on the XXXX of the month as it has been since I took the loan out when I purchased the car. Furthermore, the amount that I was told was due was more than my normal payment as agreed to. When I inquired with the representative as to why I was told that it was because I had paid late. This statement did not make sense as because I have not paid late since the beginning of loan. When I challenged the representative to look at the account history, she because calling out the payment dates and amount XXXX at a time in an incredibly condescending tone. I interupted her and again asked why the payment amount was different because as she unprofessional handling of call confirmed that I have never paid late on the loan. She was not able to provide me with the reason as to why the amount was different then what I had agreed to on the loan. When I stated that I needed to know why the amount was different and realizing that she was going to be able to provide me with the information I requested I escalated the call to a supervisor. Instead of transferring me to a supervisor I was transferred to another agent which handled the call in a very similar manner. Not wanting to deal with that level of disrespect and unprofessionalism I ended the call and called back in hope of getting someone with my best interest at heart. The woman that I spoke to, the thired representative now, was able to determine that the reason my payment was not due for another month was because the amount that I had been paying to have applied to principal had instead been placed in suspense until it equaled a full payment amount then being credited to the account as a payment. Her resolution to help make up for the fact that I had been treated so poorly was to leave the payment date of XXXX alone and take a payment equal to the amount that I had a history of making on time ( which she was also able to confirm that the payments were made on time ) and applied it in it 's entirety to the principal of the loan. Today I called Chase to see if another issue that I am facing would affect the method of how I pay my loan. Initially the call started with the normal verification and the agent on the phone was able to provide me an answer to the question I had called for. This is where things began to go drastically in the wrong direction. I told the agent on the phone that I would also like to make a payment since the loan was due today and I had her on the line. She stated to me that my payment was not due until XXXX. I stated to her that she was not correct and that the last payment was taken an was to be applied to the principal of the loan repeatting the information above mentioned. This representative then began conducting herself in exactly the same manner as previously experienced and mentioned above. I requested to speak to a supervisor. Instead of facilitating that, she instead transferred back into the queue for another agent to take the call. When that second agent answered the phone- XXXX XXXX she went through the verification process again which was expected. When she completed the process I explained to her that I needed to speak with a supervisor. She stated that she would like to assist in resolving the issue. Very upset at this point, and lacking total confidence in Chase Auto Finance I stated that I would rather speak to supervior. She continued to attempt to deescalate the call, but I was firm in my position to which she then transferred me to a " senior agent '' XXXX- XXXX. Unfortunately there is not enough space to finish this entry ... ... .. XXXX character is not enough.

Company response to consumer: Closed with explanation