Consumer complaint received 2024-08-21
Product: Vehicle loan or lease — Lease
Issue: Managing the loan or lease — Problem with fees charged
Company: JPMORGAN CHASE & CO. (FL)

This letter was prepared and mailed to XXXX XXXX XXXX XXXX : Payment Services XXXX XXXX XXXX XXXX XXXX XXXXXXXX - XXXX XXXX. 

This is the first of two letters mailed to them requesting documentation that justifies the need for two new tires which their own independent inspection supposedly identified, and also the receipts to justify changing them and proof that tires were purchased. ( Please see attached documentation with both letters, check that was submitted for end of lease and proof the check was cashed and accepted for the portion of the bill that I am not disputing ) To Whom It May Concern, XXXX XX/XX/year> I have made several attempts to navigate the complexities of XXXX XXXX XXXX without success. As a Chase customer for over 25 years, I am deeply disappointed by the level of customer service and the disdain exhibited by your customer-facing employees. 
Upon receiving a letter dated XX/XX/year>, I contacted the customer service number provided. I expressed my concerns that the letter was incomplete, as it did not include the inspection ordered by someone other than myself, nor did it provide a receipt to substantiate the purchase of two tires, totaling {$970.00}. During my initial call on XX/XX/XXXX and subsequent calls on XX/XX/XXXX and XX/XX/XXXX, I spoke with XXXX, XXXX, XXXX, and XXXX. XXXX identified herself as a supervisor, yet her behavior reflected poorly on your organization. I received a follow-up correspondence dated XX/XX/year>, which was identical to the previous one, still lacking the necessary report to illustrate a need to replace tires and no receipt substantiating the purchase of replacement tires. 
When requesting to speak with a supervisor above XXXX, I was informed it would take three days, and if I missed the call, I would have to start the process again. Unfortunately, this did occur, and when I missed the call and received a voicemail, I called back immediately, but the supervisor was once again not available. This reflects a significant failure in customer service. Furthermore, despite a deadline of XX/XX/year>, to submit payment, cach attempt I made to resolve the issue was met with a refusal to extend the deadline, hindering the resolution process.

Given the inability of your representatives to effectively communicate and provide the required documentation, I am only able to submit payment for the Disposition ( tum-in ) fee of {$490.00}. However, I am more than willing to submit the full payment once I receive sufficient documentation to justify the additional charges, as I have faithfully done as a Chase customer for the past 25 years. 
I do not appreciate the bullying tactics of your customer service representatives and highly recommend using this opportunity to reinforce your organizational values with them. 
Needless to say, I would never lease a vehicle again with XXXX XXXX. 

This company has ignored constant calls and written correspondence and has since turned this account over to a collection agency thats damaging my other wise outstanding credit that averages XXXX points but is now XXXX points.