Consumer complaint received 2018-11-03
Product: Vehicle loan or lease — Loan
Issue: Problems at the end of the loan or lease — Problem with paying off the loan
Company: JPMORGAN CHASE & CO. (SD)

On XX/XX/XXXX there was a hail storm in XXXX XXXX South Dakota. I filed a claim with my insurance company. The insurance company looked at the damage on XXXX and gave me a check, that same day, made out to myself and Chase XXXX. I called Chase XXXX the same day and asked them how to proceed. I talked to XXXX and he rudely informed me of my options. One of my options was to come up with the remaining balance and pay off my vehicle. I later chose that option. On XX/XX/XXXX I went to my Credit Union and got a loan for the remaining balance of the car loan. My Loan Officer, XXXX XXXX, took the Insurance Check from XXXX XXXX XXXX ( check # XXXX ) for {$7100.00}, the cashiers check from XXXX XXXX XXXX XXXX XXXX ( check # XXXX ) for {$3700.00} and a letter she had typed up explaining that there were 2 checks enclosed to pay off my XXXX XXXX XXXX. On XX/XX/XXXX I received a voicemail from Chase telling me that the check I sent for {$7100.00} was not enough to pay off my vehicle and I needed to call them back to address the situation. I immediate called them back and explained that there were 2 checks in the envelope to pay off my car. The woman I talked to said there was not 2 checks in the envelope. she said the only thing in the envelope was the 1 check from XXXX. I told her that in fact there was 2 checks as well as a letter indicating what the 2 checks were for. She immediately became very rude and argumentative with me. I told her I knew for a fact what was in the envelope, because I was in the office with my loan officer when she put the 2 checks and the letter in the envelope, sealed it and set it for the mail. I expressed my concern that the check for {$3700.00} was floating around there somewhere and I would be held responsible for it. The woman told me I had to contact XXXX and put a stop payment on the cashiers check. In a state of frustration and anger I said I would do that. She said she would note it on my account that I was going to put the stop payment on that check. I immediately called XXXX and she said that you can not put a stop payment on a cashiers check and told me what I needed to do. I then called Chase back relayed this information. I got someone else on the phone the second time and I had to go thru the whole story again. The second person told me she only showed the check from XXXX being in the envelope. I asked her about the letter and she asked me to hold, she said she was looking through the notes. She then said in fact the letter was there with the check. I asked her what was going to happen if the Cashiers check magically appeared. She said she would note in my account what I was doing to get the problem fixed and also to hold the check for {$3700.00} if it appeared at Chase. After I did what I needed to do at the credit Union I called Chase and told them what I did. The 3rd Person I talked to told me that the insurance check had been mailed back to me. I told her that that was wrong and they were supposed to be on hold until everything was squared away. She insisted multiple times that it was mailed out. I asked her when it was mailed out. she put me on hold and came back on the line and said that in fact it had not been mailed out and she had it there in her possession. She said she was able to get it out of the mail room before it went out. She said she would get it taken care of for me. On XX/XX/XXXX I called chase again to get an update on what was going on. The 4th person I talked to said both checks were mailed back.She said that 1 of the checks was mailed to me and the other one was mailed to my ex husband at an address that we haven't lived at for, at the very least, 3 years. I asked her what she meant by both checks and she said the Insurance check and the cashiers check, so this means the cashiers check did in fact, magically appear. I immediately insisted I talked to a supervisor. I was transferred to XXXX XXXX at extension # XXXX at XXXX XXXX.. I explained the story in its entirety from the very first phone call back on XX/XX/XXXX. XXXX started off the conversation in an argumentative manner. He told me many things. He said the conversation with Woman # 3 had never happened. I insisted it did and his reply was " there was no note of it in the computer so the conversation didn't happen. He told me that XXXX didn't know what she was talking about and you can in fact stop payment on a cashiers check, he has been in the banking business for X amount of years and he knew what he was talking about and XXXX was wrong. He was telling me that the reason they did not apply the money to the account was because the Insurance estimate was not in with the envelope for the repairs. I told him that they didn't need the estimate to pay off the loan and he continuously insisted they did. when I challenged him as to why they needed the repair estimate, when I was, in fact, not getting my vehicle fixed, I was paying it off, he then changed his story and said I did not need the estimate. He confirmed one of the checks was sent to my ex husband at a different address than mine. I asked why it was not sent to me and he said it was because XXXX name was also on the check and that was the address they had on file for him. I told him I had sent Chase a letter informing them of our new address over a year ago and he confirmed that they did have the new address for me. I asked why they didn't have it changed for XXXX ( my now ex husband ), he said XXXX didn't send in a letter. I told him the letter stated it was to change the address for both of us. It included both of our names, date of births and account number and that XXXX and I both signed the letter. He then went quite for a brief moment and avoided answering the question. I asked when the checks were mailed out. He said the Insurance check was mailed out to me on XXXX and the cashiers check was sent to XXXX, at the wrong address, on XXXX. I later received a letter dated XXXX that the check was mailed back to me on XXXX and not XXXX. I also expressed my concerns about having a late payment as well as my deep concerns of this affecting my credit. I had not made my XXXX payment because I was under the impression that my car was paid off from the transaction taking place back on XXXX and then the fact that I was in constant contact with Chase about this whole situation. I also knew if I went ahead and made my XXXX payment it would adjust my payoff balance in which I had already sent the exact amount of money for. I asked if they were going to wave any late payments and/or penalties because of this being their error. He said in fact no they would not cover those. It was my responsibility to pay those. I argued this point and then he said they " might '' cover it if it's a couple bucks, but he would have to look into that. I did later receive the insurance check from Chase in the mail. I knew that I would not receive the Cashiers check because the Post Office only forwards mail for 1 year, I only had to hope the current resident of the apartment did the right thing and would send it back to Chase. On XXXX I went back to the Credit Union with the Insurance check and we were going to send it, a new cashiers check and letter to Chase. At some point and time somehow Chase got the Cashiers check back in their possession and applied it to my account on XXXX. XXXX and I called Chase and Talked to XXXX at extension XXXX at XXXX XXXX. because the Insurance check was stamped for deposit but there was another stamp over the deposit stamp making it invalid and not depositable. XXXX had to check with her supervisor to find out if it was ok to send that check back or if we needed to get a new check from XXXX. she called XXXX back a day or two later and told her it was ok to send the original check to them. XXXX did send the original insurance check back to Chase for payment in full. I called every day and frequently twice a day to confirm that they had received the check and my car had in fact finally been paid off. Finally on Tuesday XXXX when I called, the recording indicated my car was paid off. 

The Companies involved are as follows : Chase XXXX XXXX XXXX XXXX XXXX XXXX, Texas XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX  XXXX, South Dakota XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, Florida XXXX XXXX