Consumer complaint received 2021-01-05
Company: JPMORGAN CHASE & CO.
State: WA
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Problems at the end of the loan or lease
Sub-issue: Problem with paying off the loan

Complaint:
We believed that our final car payment of {$400.00} was taken out on XX/XX/XXXX, as is normal. No XXXX payment out, as was expected. 

I had XXXX XXXX on XX/XX/XXXX, so I made sure all my bills were handled before. 

On XX/XX/XXXX I received a letter in the mail that I from Chase stating " ACTION NEEDED : Please call us about your auto account '', stating I had a past due auto payment that was due XX/XX/XXXX. 

As mentioned, I was recovering from XXXX XXXX, so as soon as I was back up and mobile and looked at the letter I called Chase. They advised me that their system couldn't pull an amount other than the {$400.00}, confirmed the amount due ( it slightly increased due to interest in the mean time when I was recovering ) and to log into their Payment system to pay. 

I did this, and the payment cleared my bank over the long weekend on XX/XX/XXXX. To my shock, Chase also took a SECOND payment of {$400.00} on this date. This second unplanned {$400.00} led to 6 {$38.00} overdraft payments over the long weekend directly as a result of this secondary payment that we did not authorize. 

When I called immediately on XXXX to let them know what happened, XXXX let us know that it was my fault we hadn't killed the monthly {$400.00} auto payment AFTER the loan was paid off. 

Why they weren't automatically able to take the {$400.00} in XXXX but then mysteriously could again in XXXX they have never been able to explain to me. 

They advised a 10 business day hold on " the reversal '' of the {$400.00} that I didn't authorize, and then they for the second time told me that they " killed '' the normal autopay, which I had already asked they do when I called about the XX/XX/XXXX letter. 

I asked for help on the 6 overdrafts on XXXX and was told they would " escalate '' this, as I explained I was on XXXX from XXXX XXXX and that my family literally didn't have grocery money now as a result of this. 

I have been given the run around by multiple reps, multiple transfers. That 40 hours has turned into XX/XX/XXXX, and when I called again yet today for a status they advised me that they had to YET AGAIN kill the autopay a THIRD TIME and advised the reversal of the payment was due XX/XX/XXXX. Again, they gave me the run around on the fees, insisting I had to fill out a form online. 

When you fill this form online out, you get a call from a number that looks like spam, they leave an 800 number and then you go through the entire process all over, and are directed back to the same form and promise of an " escalation '' - meanwhile, I'm out nearly {$700.00} in a pandemic for PAYING OFF MY CAR LOAN like a responsible person. CFPB is my last resort for help! 

The Chase Auto Division transfers me to the " back office '' to discuss overdrafts, they immediately transfer me back to the Auto Division, and the cycle continues, no one will give me an actual answer as to who to talk to about the overdraft fees.

Company response to consumer: Closed with explanation