Consumer complaint received 2026-02-12 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Getting a loan or lease — Changes in terms mid-deal or after closing
Company: JPMORGAN CHASE & CO.
State: FL

Complaint narrative:
To whom it may concern, I am submitting this formal complaint regarding Chase Autos handling of my refinance application ( XXXX ) submitted on or about XX/XX/XXXX. I am also filing a complaint with the Consumer Financial Protection Bureau ( CFPB ). 
The facts outlined below demonstrate conduct that appears to violate the Dodd-Frank Acts prohibition against Unfair, Deceptive, or Abusive Acts or Practices ( UDAAP ), as well as applicable provisions of Regulation Z and the Equal Credit Opportunity Act ( ECOA ). 

Chase repeatedly represented that I was approved for refinancing, provided specific loan terms, and communicated a clear validity window ( initially described as 60 days and later reflected as expiring XX/XX/XXXX ). I relied on those representations. To then deny the loan today on the basis that my vehicle aged or that mileage increased during the very timeframe Chase established is inherently contradictory. 

If vehicle aging or mileage fluctuation during the offer period was a material underwriting risk, that risk should have been accounted for when the approval window was set or clearly disclosed as a condition that could void the approval. A lender can not extend a defined acceptance period, repeatedly confirm approval, and then rescind based on predictable passage of time within that same period. That is the functional equivalent of a bait-and-switch : representing that credit is approved and available through a stated deadline, while internally reserving the ability to withdraw it for foreseeable and undisclosed reasons. 

Timeline of events : XX/XX/XXXX I applied for a Chase auto refinance and submitted all required personal and credit information, including my Social Security number and vehicle details. 

XX/XX/XXXX I received written communication stating that my refinancing was approved ( See attachments ). The communications contained no clear conditional language indicating that the approval was preliminary or contingent upon future underwriting factors beyond standard documentation. 

During this process, I executed and mailed Power of Attorney documents via XXXX at Chases direction. 

In XXXX, I was informed via phone call that the approved refinance amount was capped at {$15000.00}. Because my loan balance exceeded that amount, I was instructed that I would need to reduce the balance to qualify. In reliance on Chases repeated approval representations, I made over {$1500.00} in payments from personal funds to bring the balance below the approved threshold. 

XX/XX/XXXX at XXXX XXXX  I submitted a payoff letter showing a balance of {$15000.00}. ( See attachments ) XX/XX/XXXX I received XXXX separate emails ( see attachments ) within one hour ( XXXX XXXX, XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX ) stating : Congratulations, XXXX XXXX Youre approved for refinancing! Let us know if youre ready to move forward before these terms expire. 

ALL of the emails specified : Approved Amount : {$15000.00} XXXX : 7.84 % Term : 60 months Expiration Date : XX/XX/XXXX Additionally, Chase representatives confirmed by phone that the next step was an e-signature and that a payoff check would be issued to my existing lender. This phone call took place early XXXX, a few days ago actually, after I kept getting those repeated emails for the next steps, but when I logged in there were no next steps other than waiting for an signature. The rep even advised I should be getting a link from a 3rd party for the signature. 

XX/XX/XXXX I received another email stating there was still time to take advantage of my approved refinancing. The online portal reflected that the next step was e-signature. ( See attachments ) XX/XX/XXXX at approximately XXXX XXXX  I received a call requesting updated mileage. Within approximately ten minutes of that call, I received -! Email that my application was denied ( see attachments ) When I called to inquire on XX/XX/XXXX, one representative stated that the denial was due to mileage increasing. A second representative later stated that mileage was not the sole factor and referenced vehicle aging and general underwriting considerations. The first agent I assume hung up on me because she was trying to explain something that didnt make sense. 

On XX/XX/XXXX at approximately XXXX XXXX  EST, I received that call from a Chase representative requesting my vehicles updated mileage. I was not physically near the vehicle at that moment and provided my best estimate based on a recent oil change. 
Within approximately ten minutes of that call, I received an email stating that my refinance application had been declined. 

This sequence is deeply concerning. For months, Chase : Repeatedly sent written communications stating I was approved Displayed approved loan terms in the customer portal Listed the next step as e-signature Confirmed by phone that the next step was execution of documents and payoff processing Provided a clear expiration date extending into XX/XX/XXXX At no point was I clearly informed that a minor mileage increase or the routine passage of time during the stated validity period could void the approval. 

At approximately XXXX XXXX, I contacted Chase and spoke with a representative for 26 minutes. After placing me on hold to consult internally, she stated that the application was denied due to the mileage increase. The call was disconnected when I challenged that statement - asking if Chase expected me to not use my primary vehicle during the application process ( entirely unreasonable ) and that Ive been advised Ive been approved and even a previous phone call stated I am just waiting for the Docusign? 

At approximately XXXX XXXX, I called again and spoke with a second representative. He contradicted the prior explanation, stating that mileage was not the sole factor and referenced vehicle aging and general underwriting considerations such as my credit score. I then challenged him, saying that theyve had all my information, the age of the vehicle, all my personal info since they approved me but this one answer to a mileage question changed everything? He was stumped and said XXXX, whats done is done - a response from someone who clearly knows this isnt right but doesnt want to own the issue and escalate.

These inconsistent explanations raise serious concerns under the Equal Credit Opportunity Act ( 12 C.F.R. 1002.9 ), which requires creditors to provide specific and accurate reasons for adverse action.

More fundamentally, this situation raises concerns under the XXXX  Acts prohibition against Unfair, Deceptive, or Abusive Acts or Practices ( 12 U.S.C. 5531 ).

5531 ). 

Chase : Knew my vehicles age and mileage at the time of application. 
Conducted a full credit review using my Social Security number.

Required and accepted executed Power of Attorney documentation.

Issued multiple written approvals specifying amount, APR, term, and expiration date. 
Encouraged completion of remaining steps prior to the stated deadline. 

Vehicle aging and mileage increase are entirely predictable during a multi-month approval window established by the lender itself. If those factors were material conditions that could void the approval during the stated validity period, that condition should have been clearly and conspicuously disclosed. 

Instead, I was repeatedly led to believe that my loan was approved and that execution was the only remaining step. In reliance on those representations, I paid over {$1500.00} from personal emergency funds to reduce my balance below the stated approved threshold. 

To represent that credit is approved through a defined expiration date, while internally reserving the ability to rescind based on normal vehicle use during that same period, is materially misleading. A consumer can not reasonably be expected to refrain from driving their vehicle in order to preserve an approval that the lender represented as valid for months. 

The denial only occurred immediately after updated mileage was requested despite months of prior approval communications containing identical vehicle and credit information. That sequence strongly suggests that material underwriting conditions were either not finalized at the time approval representations were made, or were not properly disclosed. 

As a result of these actions, I have suffered financial harm and lost funds that were paid in direct reliance on Chases representations. 

Given the facts outlined above, I am formally requesting that Chase honor the refinance approval under the originally stated terms ( approved amount of {$15000.00} at 7.84 % APR for 60 months, valid through the communicated expiration date ). 

If Chase is unwilling to reinstate and fund the refinance under those terms, I expect full reimbursement of the funds I paidspecifically, $ XXXXto reduce my loan balance in direct reliance on Chases repeated written and verbal representations that my application was approved and a deletion of the inquiry off my credit report. 

Those payments were made solely to meet the stated approved threshold. Absent Chases approval representations, I would not have diverted those personal emergency funds. 

If this matter is not resolved promptly and in good faith, I will continue pursuing all available legal and regulatory remedies, including escalation through the CFPB, state regulators, and consultation regarding civil claims arising from deceptive practices and detrimental reliance. 

I would prefer to resolve this without litigation, but I am fully prepared to proceed if necessary.

Company response to consumer: Closed with explanation