Consumer complaint received 2024-07-08 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Repossession — Company communicating payment assistance or payment extension options
Company: JPMORGAN CHASE & CO.
State: MS

Complaint narrative:
Dear CFPB Representative, I am writing to file a formal complaint against Chase Bank concerning the repossession of my vehicle despite my consistent efforts to make timely payments. The details of my situation are as follows : I obtained an auto loan from Chase Bank to finance the purchase of my vehicle. Throughout the loan period, I diligently made my monthly payments. However, in XXXX I was sent to hospital and my daughter would make calls to pay over phone from my account, each time she would receive confirmation - and also I had auto payments arranged. My daughter called in to make sure my car payment was taking out digitally and I had no idea that after the {$270.00} amount was taken and accepted by XXXX they would repo my car the following week right after taking it. To my knowledge we never received a call, or conversation after making payment that anything was behind. When we did get a letter we were told we were XXXX month behind, however we made double payments so it felt targeted that we were getting my only mode of transportation taken. This has cuased stress, financial distress, and many other issues to my health, mentally, and physically due to not having my car. XXXX, my vehicle was repossessed without prior notification or warning, even though I had continued to make payments, which were accepted by Chase Bank. 

XXXX, XXXX, I have statement records of payment, and XXXX the car was taken. 

Despite these payments being processed and accepted by Chase Bank, my vehicle was still repossessed. At no point was I informed of any impending repossession action, nor was I given the opportunity to rectify any alleged issues with my account. After they took car they sent a letter demanding I pay the car in full to get it back. This lack of communication and transparency has caused me significant distress and inconvenience as mentioned. 

I have attempted to resolve this matter directly with Chase Bank by contacting their customer service department on multiple occasions. Unfortunately, I have not received a satisfactory explanation or resolution. I have recently asked for statements and received them XXXX of XXXX as I am in a better frame of mind to go after them for this unfair treatment and circumstance I was placed in. 

Given these circumstances, I am requesting the CFPB 's assistance in investigating this matter. I believe that Chase Bank 's actions constitute unfair and deceptive practices, and I am seeking the following resolutions : An immediate investigation into the repossession of my vehicle and the acceptance of payments prior to this action. 
Reinstatement of my auto loan and return of my repossessed vehicle. 
Compensation for any additional fees and expenses incurred as a result of the repossession. 
XXXX that my credit report will not reflect negative marks due to this unjust repossession. 

Thank you for your attention to this matter. I look forward to your prompt assistance in resolving this issue fairly and justly.

Company response to consumer: Closed with explanation