Consumer complaint received 2024-10-14
Product: Vehicle loan or lease — Loan
Issue: Managing the loan or lease — Billing problem
Company: JPMORGAN CHASE & CO. (NC)

On XX/XX/XXXX, I met with a buyer at the Chase bank in XXXX to sell my vehicle to him. We used the branch notary services for the bill of sale and to obtain the payoff amount. The branch was unable to assist with the auto loan information, so they called the auto dept on my behalf and set up the call with me in a private office. I obtained the payoff amount, and all wiring details that the bank will need to process the payment. The buyer had his bank ( XXXXXXXX XXXX ) send the bank-to-bank wire transfer directly from his checking account to the auto loan account prior to XXXX EST since we were told it would process quicker immediately that day rather than depositing a Cashier 's check. If received after XXXX, if would post the following day. All wire information was verified on both sides, including account number, routing number, XXXX, Account name, and reference information. At about XXXX on XX/XX/XXXX, I called Chase auto ( from the Chase bank location ), and they could not verify whether or not the payment was received, but the full amount ( over {$9000.00} ) had been verified as withdrawn from the gentleman 's XXXXXXXX XXXX account. This was frustrating since we were told the wire transfer would be immediate once received and the buyer needed the title asap to register the car in his name in his state. He had a 13 hour drive back home ( with my car that Chase was unable to verify payment for ), so let him take it on good faith. I called Chase auto on XX/XX/XXXX to inquire if the wire was received and the Chase representative verified the wire transfer was indeed received and that it would take 3-5 business days to post to my account. I called again on XX/XX/XXXX to inquire why the payment had not yet posted and they were not able to tell my why but confirmed again that it was received, but now I was told it could take 7-10 business days to post to my account. I was told again to wait and call back if it hadn't posted by then. I called again on XX/XX/XXXX and escalated to the " supervisor '' department of chase auto. This representative admitted that if the wire had been sent prior to XXXX on XX/XX/XXXX, it should have posted immediately that day, however also said she had seen it " go as long as a week, '' so being it had been 18 days at this point, she said she submitted an escalated ticket to the appropriate department who would have it resolved within 2 business days. She assured me it would 100 % be done by XXXX. I called again on XX/XX/XXXX and after being told by a representative that there was nothing he could do about the delay, I asked to speak to a supervisor who transferred me to the " supervisor '' department again. I spoke to XXXX at this time who seemed very empathetic and said he saw the escalated ticket in the system that the previous supervisor had submitted, but that the receiving department hadn't addressed it yet and did not have any update. XXXX said he could call me personally that evening once he heard back, but I never received a call back. On XX/XX/XXXX ( today ), I called for an update. Supervisor XXXX helped me this time and said that notes on my account stated that the wire transfer they received on XX/XX/XXXX was posted to the wrong account that did not exist. She also saw that the escalation ticket that XXXX had opened had not yet been addressed by the receiving department yet. She said the open ticket 's stated reason was to get the payment posted to the correct account ( my account ), but nothing had been fixed yet. She told me at this time that she would have XXXX call me tomorrow IF he heard anything back from the department, they sent the escalated ticket to. It has been 4 weeks today since we completed the direct bank-to-bank wire transfer. The gentleman I sold my car to has had the car parked in his garage all this time because he is unable to drive it due to being unable to register it without the title that Chase has not yet released due to their error of not posting the payment to the correct account. At this point, I feel like I ( and my car buyer ) should be paid some kind of retribution for all the time I have spent on the phone with Chase. The buyer has a car he ca n't drive, and I no longer have a car I paid off a month ago that shows I still owe on! Chase assures me I won't be charged late fees or interest since XX/XX/XXXX, however I keep getting automated emails and texts of delinquency that are causing me XXXX. This whole situation is causing serious mental stress.