Consumer complaint received 2025-04-24 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Repossession — Account reinstatement or redemption after repossession
Company: JPMORGAN CHASE & CO.
State: TX

Complaint narrative:
I am submitting this formal complaint regarding Chase Auto Finance for a series of unethical practices, misrepresentations, and blatant mishandling of my auto loan account, ultimately resulting in the wrongful repossession of my vehicle despite a timely payment. 
Background & Initial Issues : Approximately XXXX months ago, my wife and I ( both co-borrowers on the loan ) attempted to make a payment on our delinquent account. We were informed that payment could only be made in person at a branch, and both borrowers had to be present, a claim later proven false. I canceled XXXX client appointments, resulting in nearly {$9000.00} in lost income, only to find that the teller submitted the payment incorrectly, causing it to be declined. We were forced to go to our bank, XXXX XXXX, withdraw cash and go to another Chase branch, a XXXX ordeal that was not only unnecessary but entirely the result of incompetence and misinformation. 
We filed multiple complaints over a XXXX span, all of which were ignored despite being told someone from the escalation or XXXX office would contact us within XXXX hours. No return call ever came. 
Current Issue - Repossession After Payment : On the morning of the vehicles repossession, XX/XX/year>, I submitted an online payment for the full past-due balance, bringing our account current. A few hours later, our vehicle was still repossessed. When I contacted Chase, I was misled again : The agent, XXXX, falsely claimed online payments were not allowed with Chase, and and i expressed multiple times that was false and that we have done it almost the entire 2 years we had the vehicle. She then changed her story to say it was disallowed only after repossession, which had not yet occurred at the time of payment. When I stated that she didn't say that she wanted to argue with me that she did. She repeatedly interrupted and argued with me, refusing to let me speak, and denied information that my wife and I know she never provided. She had also informed me that there was a $ XXXX storage fee we would have to pay to get the vehicle back on top of the other fees. After wanting to speak to a supervisor, I was transferred through multiple agents and supervisors, none of whom could take responsibility or offer resolution. XXXX claimed to be a supervisor but had no authority over the account, contradicting the previous department. 

I was refused access to : A statement of account history Agent names or ID numbers Call reference numbers Only after XXXX separate agents did one clarify that the $ XXXX storage fee applies to personal property left in the vehicle, contradicting earlier threats that it was for the vehicle itself. 

Summary of Violations : Chase has demonstrated the following unethical and potentially illegal behavior : False and conflicting information regarding payment procedures Mishandling of payment at the branch level Failure to honor complaints escalation protocols Improper repossession despite payment being submitted in good faith and on time Obstruction of information access, including refusal to provide agent XXXX, account records, or recorded call details These actions amount to unethical business practices, negligent account management, and deceptive misrepresentation, likely in violation of fair lending and consumer protection laws.

Company response to consumer: Closed with explanation