Consumer complaint received 2021-07-21
Company: JPMORGAN CHASE & CO.
State: IL
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Managing the loan or lease
Sub-issue: Billing problem

Complaint:
In my mother 's will she was leaving me her XXXX XXXX XXXX. I knew the loan had a balance and I contacted Chase and made a payment of {$1200.00} on XX/XX/XXXX and let them know that I was interested in keeping the vehicle and paying it off once I received funds from her estate. I was told they would make a note of that. I then asked what I needed to do to get the vehicle in my name. I was told by Chase that I needed to go to the Secretary of State. I did and stood in line for two hours only to be told by the Secretary of State the I needed Chase to put the title in my name. Chase told me that was not the correct. 

On Friday, XX/XX/XXXX I received money from the estate and on Monday, XX/XX/XXXX I talked with Chase bank in order to pay off the account. I had the full amount and wanted to use my own Chase account to transfer the money. I was told by the representative that I could not do that because I was not the executor. That evening the XXXX was repossessed. I was told by my mother 's attorney in Florida that since the will was uncontested, I did not need an executor of the will and with every other aspect of this process, I have done everything on my own. So I got my aunt ( the executor ) involved. She contacted Chase and they told her I needed to get a XXXX XXXX or XXXX XXXX in the amount of {$10000.00} and get the money sent to Chase. On XX/XX/XXXX I was able to get a partial payment from money gram in the amount of {$5400.00}. Money gram told me I reached my limit and could not do another transaction for 24 hours. I went back and tried again, then I was told 3 days, then I went back again and was told one full week after the first transaction. Finally I went back one full week after the first transaction and I still couldn't send it through XXXX XXXX or XXXX XXXX because I met my limit of what I could send. Apparently this prevents money laundering. 

I called Chase once again and the representative said I needed to figure out how to get the money to Chase and suggested my aunt go and get a money gram and send it to Chase or she could go to a Chase bank and pay on the account. The nearest Chase Bank to her is a few hundred miles away. And if I sent her money to get a money gram, it would need to clear her bank before she could do that. She does not have XXXX, XXXX, etc. Her going to Chase to make the payment does not make any sense since they would not accept a payment from my Chase account. 

After many more phone calls between Chase, my aunt, and myself, ( we talked to over 28 people ) I decided to call the XXXX  XXXX Chase branch manager. I talked with XXXX because the manager was busy, explained what was going on and he told me to come in and I could make that payment. I went in and made that payment on XX/XX/XXXX. We were then told that my aunt had to write a letter giving me permission to retrieve the car and it had to be notarized. She did that and faxed it to Chase on XX/XX/XXXX. Then we were told that before Chase would release the vehicle, I had to take the Chase receipt with the final payment on it back to my Chase bank and have the bank manager verify the payment. On XX/XX/XXXX I went in and did that. He called the auto redemption department, talked to 6 people ( I was in his office at the time so I know how many people he was transferred to ). Finally, he talked with someone and they gave him the name of the company where the vehicle was at and they said they would send over the letter so I could retrieve the vehicle. This was at XXXX on Friday so the place was closed until Monday at XXXX. 

On Monday XX/XX/XXXX, I called the repo company and was told that the vehicle was transferred to an auto auction site in XXXX Wisconsin. I went back to the bank to tell the branch manager this. He said there was nothing he could do but someone would be contacting me. No one contacted me until Wednesday, XX/XX/XXXX. Before I was contacted by Chase corporate I called the auto redemption number to try and get some answers. I was told that there was no letter giving me permission to retrieve the car and they could not talk to me since I was not the executor. 

It is now XXXX on Wednesday, XX/XX/XXXX and I still have no answers. This has taken almost a month to work out. I have had the funds to pay since XX/XX/XXXX. I am moving to Minnesota in 7 days. I had made arrangements for someone to drive my other vehicle up to Minnesota this weekend, XX/XX/XXXX. I need this fixed.

Company response to consumer: Closed with explanation