Consumer complaint received 2026-04-14 00:00:00
Product: Vehicle loan or lease — Lease
Issue: Problems at the end of the loan or lease — Excess mileage, damage, or wear fees, or other problem after the lease is finished
Company: JPMORGAN CHASE & CO.
State: TX

Complaint narrative:
I returned my leased vehicle in early XX/XX/year>. My lease account was managed entirely through the Chase Auto app with autopay enabled. All communications from Chase throughout the lease term were electronic I never received physical mail from Chase regarding this lease. Approximately XXXX to XXXX months after the lease ended, I discovered today that a late payment had been reported to the credit bureaus for an outstanding balance of approximately {$300.00}. This was the first time I became aware of any post-lease charges. The original charges reportedly totaled approximately {$1000.00} ( a disposition/restocking fee of roughly {$400.00} and XXXX tire wear-and-tear charges of roughly {$300.00} each ), which were partially offset by an overpayment credit on my lease account. I was never notified of the overpayment credit either. I have no evidence that I was ever properly notified of these charges. I have received no physical bill, no digital notification through the Chase app, no email, and no electronic communication of any kind regarding this balance. Chase claims they sent physical mail to my address, but throughout the entire lease term, all of my account communications were handled electronically. I had no reason to expect or look for a physical bill from Chase, and I did not receive one. Chase also attempted to contact me by phone, but the voicemails left were extremely generic, stating only that someone from Chase was calling about an " important sensitive matter '' with no description of what it was about. The calls came from numbers I did not recognize. Given the prevalence of phone scams impersonating banks, these voicemails were indistinguishable from fraudulent calls and I did not return them. I contacted Chase Auto after discovering the credit impact and requested that they remove the late payment from my credit report given that I was never meaningfully notified of the balance. They refused to take any corrective action, even after I immediately provided payment upon acknowledgement of payment due. I am requesting that Chase remove the late payment reporting from all credit bureaus, as I was never given adequate or reasonable notice of the charges and therefore had no opportunity to pay the balance before it was reported as delinquent. Chase 's sole method of notification was physical mail to a customer whose account was entirely electronic, supplemented by voicemails that were indistinguishable from scam calls. I believe this constitutes inadequate notice under the Fair Credit Reporting Act, which requires that information reported to credit bureaus be accurate and that furnishers of credit information follow reasonable procedures to ensure the accuracy and fairness of their reporting. Reporting a payment as late when the consumer was never meaningfully notified nor shown to be able to acknowledge the receipt of the balance is neither accurate nor fair.

Company response to consumer: Closed with explanation