Consumer complaint received 2015-07-21
Product: Consumer Loan — Vehicle loan
Issue: Taking out the loan or lease — 
Company: JPMORGAN CHASE & CO. (NJ)

On XXXX XXXX 2015 Chase auto Finance redemption department had reposed my car. I had fell behind in payments due to financial hardship. I called in on XXXX/XXXX/2015 I spoke to a rep XXXX # XXXX. He told me the only way I was able to get the car back was to pay the loan in full. He also stated that I was notified in writing via XXXX that they were going to repoe my car. I never received such a letter. He said I had bounced a check for XXXX and that was part of the reason they reposed my car. When I said it was n't true he got nasty and he would n't consider me getting the car back with the due payments. He suggested I speak to a supervisor to make an exception because he did n't have the authority to do so. I did later that day and asked what my options were.pay the full balance. My aunt went into a chase branch # XXXXand made the full payment via personal check. When she asked the bank teller if she needed a certified check he told her a personal check was fine. The redemption department did not except that. Their argument was it had to be XXXX XXXX, XXXX or wire transfer. When asked how I was able to fix this so that I was able to get my car back they suggested my aunts bank fax over on letter head stating the funds were available. the next day XXXX me and my aunts bank called in. He stated due to the banks security policy he could only do a verbal, The redemption department did n't except that. I then called chase auto loan customer service. they said the check had cleared and the title and release of the lean was mailed out to me that same day.I called back to the redemption department and got XXXX on the phone again. he told me that was n't true and the only title that was being process was for auction. I then asked to speak to a supervisor and a rep named XXXX got on the phone and told me that I could not get the car back even if I had the title or the release of the lean in my hand. I called again on XXXX to find out if they would release my vehicle again and they told me no. they needed proof from my aunts bank that the check would not be stopped. I called my aunts bank again and they faxed over a copy of the check with the stamp of the bank and his business card with another verbal agreement that the check would not be stopped. I was told that was n't good enough I would need verification from the chase branch XXXX by a rep named XXXX id # XXXX. She then started rehashing to me their policy and that even though the account was closed and the funds were processed I was not able to get my car back. I got very upset and asked to speak t someone higher to her. then a rep named XXXX id # XXXX got on the phone and said I would not be getting my car back for ten days till they process the payment. I mentioned the account was closed and paid again. He told me that was his policy and when I said chase auto finance mailed me the title & release of the lease he said that was not true and I was getting false info from the cust serv department. He then said he would call me back to see if there was anyway he could speed up the process. I never received a call back from him. I also contacted the chase branch where the payment was made and spoke to the branch manager XXXX. He would research the problem and call me back by XXXX with good or bad news. He called me back and said could n't get any answers and was on the phone with the redemption department for almost two hours. XXXX also said that their system was different from the banks and not showing that the account was paid in full and closed. XXXX said I would hear from him once he had more info. I was never called back from the redemption department as promised.