Consumer complaint received 2024-11-19 00:00:00
Product: Vehicle loan or lease — Lease
Issue: Problem with a company's investigation into an existing problem — Difficulty submitting a dispute or getting information about a dispute over the phone
Company: JPMORGAN CHASE & CO.
State: NY

Complaint narrative:
On XX/XX/year>, I called XXXX  XXXX and spoke with a representative named XXXX. 

I was calling because when I returned my leased vehicle the previous month, the pre-inspection I had done by the leasing garage confirmed XXXX tire needed to be replaced on the vehicle. But I received a bill from XXXX  XXXX to replace XXXX tires. 

In speaking with XXXX ID # XXXX, XXXX identified Chase had XXXX post-inspection condition reports : XXXX dated XX/XX/XXXX ; the other, most recent, on XX/XX/XXXX. 

The first report in XXXX indicated I needed to replace XXXX tires. 

But the second, most recent report in XXXX confirmed that in fact only XXXX tire needed to be replaced. Which matched the leasing garage 's own findings when I turned the car in. 

XXXX -- who was on a recorded line -- promised to send me a copy of that XX/XX/XXXX report. I never received it. 

Since that time, on the following dates, I have spoken with all the following agents : - XXXX XXXX, 2024 I spoke with XXXX, Agent ID # XXXX XXXX confirmed the most recent report indicated only XXXX tire needed to be replaced. She pledged to get back to me with more information after she did further research. 

- On XXXX XXXX, 2024 I spoke with XXXX, Agent ID # XXXX XXXX told me that the history was hard to follow -- [ I'm ] dealing with an agent who refuses to enter notes -- but ultimately, XXXX also was able to confirm Chase 's most recent XX/XX/XXXX condition report indicated only XXXX tire needed to be replaced. 

* At this point, on XXXX XXXX, 2024, I paid for the XXXX tire replacement : this amount was not in dispute. I also paid for some other, end-of-lease charges that were appropriate. 

* I asked once again that the XX/XX/XXXX condition report be sent to me, as Chase had promised it would be. 

- On XXXX XXXX, 2024 I spoke with XXXX XXXX ID # XXXX. 

XXXX confirmed the most recent report indicated only XXXX tire needed to be replaced. But she was still looking to collect on a debt for XXXX tires. 

- Also on XXXX XXXX, 2024 I spoke with " XXXX  '' ( I don't have his agent # ). 

XXXX  indicated that the date of the most recent vehicle condition report was actually XX/XX/XXXX ; not XX/XX/XXXX. But he, too, confirmed that this was the most recent report and that it indicated only XXXX tire needed to be replaced -- which I'd now paid for, on XXXX XXXX. 

Mo pledged to talk with the " research team '' to see if this could be resolved. 

- On XXXX XXXX, 2024, I spoke once again with XXXX XXXX ID # XXXX. 

XXXX told me on this call that Chase Auto WOULD NOT SEND the XX/XX/XXXX condition report, indicating only XXXX tire needed to be replaced. This despite being PROMISED I would receive a copy of this report, in my very first conversation -- on a recorded line -- with Chase XXXX, XXXX ID # XXXX on XX/XX/year>. 

XXXX told me I would be hearing back from a more senior supervisor to resolve the situation within the next XXXX hours. I never heard from this person. 

- Finally, on XXXX XXXX, XXXX I spoke with XXXX XXXX ID # XXXX XXXX noted should would make another request to send the XX/XX/XXXX condition report confirming only XXXX tire needed to be replaced by mail. To date, I've not yet received it. 

In summary : I've spoken with XXXX agents over XXXX calls, each lasting a half-hour to almost an hour, and every call was on a recorded line. 

All XXXX agents I spoke with confirmed that Chase Auto 's own most recent vehicle condition report indicates only XXXX tire needs to be replaced. 

Chase has acknowledged in all XXXX calls on recorded lines that this is the most recent condition report. And I paid for this tire on XXXX XXXX, XXXX. 

But instead of settling the debt, Chase Auto continues to bill me for additional tires. And JPMorgan Chase Auto has reported my account delinquent to credit agencies on XX/XX/year>, and my credit score has fallen as a result. 

This seems entirely unfair ; moreover, XXXX reneged on a promise made to me on a recorded line by Chase 's own representatives, to send a copy of the XX/XX/XXXX report that confirms only XXXX tire needs to be replaced. Which again, I paid for. 

I would ask that Consumer Financial Protection Bureau help ensure Chase Auto not hide their own condition reports from customers, when those condition reports are to the customer 's advantage. And I would ask them to prevail on Chase Auto that they honor their promises to customers -- especially when those promises are made on recorded lines, and can not be disputed. 

I would also ask that the Consumer Financial Protection Bureau help to prevail on Chase Auto to accurately report to the credit agencies that this particular debt has been settled, so that my credit score is not affected and rating restored. And that Chase Auto actively work with credit agencies to ensure that my credit rating is actively restored. 

Thank you for reading. And thank you for your help on behalf of consumers.

Company response to consumer: Closed with explanation