Consumer complaint received 2025-07-28 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Repossession — Company explaining amount owed
Company: JPMORGAN CHASE & CO.
State: IN

Complaint narrative:
I have been a customer of Chase since XXXX. Last year, I fell on hard times and have been dealing with the consequences since. Throughout this period, I made consistent efforts to pay what I could whenever extra funds became available. I also attempted to get an extended deferment, which Chase ultimately refused. As a result, my vehicle was repossessed on XX/XX/XXXX. 
Under Indiana law, Chase was required to send a " Notice to Sell My Property '' after repossession. I never received such a notice. During the time I was gathering the necessary funds to redeem my vehicle, the redemption team made the process exceedingly difficult. They repeatedly withheld essential information, including the total amount due. I believe this was done deliberately to benefit the tow company, which charges daily fees. 
On the day I finally secured enough funds to pay the repossession balance, I called Chase to confirm the exact amount due to avoid any complications. I then obtained a cashiers check for that amount and delivered it to a local Chase branch. The teller processed the payment and called Chase Auto to confirm receipt. No additional fees were disclosed to me, other than the towing charges that I would pay directly to the tow company. 
However, when I followed up with the redemption team immediately after walking out of the branch, they claimed they had no record of my payment. I had to return to the branch and speak with a banker, with Chase on speakerphone, to resolve the issue after being subjected to repeated runarounds. 
When I received my XXXX statement, I noticed an unexplained {$320.00} fee. Once my online access was restored ( as Chase had previously locked my account due to overdue payments ), I saw the fee listed on my account. I called Chase immediately, and the representative I spoke to claimed there were no additional charges. In XXXX, when I saw the fee listed again, I called back and received no meaningful assistance. 
As a result, I mailed a formal dispute letter to both Chase Corporate and Chase Auto Finance on XX/XX/XXXX. According to XXXX XXXX, Chase Auto received the letter on XX/XX/XXXX, and Chase XXXX received theirs on XX/XX/XXXX. 
Today, I called again and was routed through multiple departments before finally speaking with XXXX ( Employee ID XXXX ) from the redemption team. She stated the {$320.00} fee was for a key. I explained that I had never been informed of such a charge and that I still possess my original key fob. She declined to waive the fee. 
Due to this unexplained and unauthorized fee, my account now shows as past due since XX/XX/XXXX. This entire situation feels intentionally deceptive. Chase promptly reported the repossession to my credit report, which has significantly impacted my score. Given that my car is a XXXX, it retains its value, making it less favorable for Chase to allow me to keep it. It appears Chase deliberately made the redemption process difficult and is now adding questionable fees to potentially initiate another repossession. 
What makes this situation even more disturbing is that Chase has a documented history of deceptive practices and discriminatory treatment of customersmany of whom are low-income, XXXX, or XXXX. My experience, unfortunately, fits within this pattern. It raises serious concerns about whether certain customers are being targeted or treated unfairly in these processes. 
I am requesting that this matter be thoroughly reviewed, the {$320.00} fee waived, and my account status corrected to reflect a current standing. Chase has a responsibility to treat all customers with fairness and transparency, and in this case, it has clearly fallen short.

Company response to consumer: Closed with explanation