Consumer complaint received 2025-11-24 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Managing the loan or lease — Problem with additional products or services purchased with the loan
Company: JPMORGAN CHASE & CO.
State: NY

Complaint narrative:
I have been unable to refinance my auto loan due to a negligent mistake Chase ( XXXX XXXX XXXX ) made in the initial transfer of my title to a new state. Despite more than a dozen phone calls over 2+ months, Chase has failed to resolve the issue and has not shown any progress in doing so, resulting in repeated credit checks from other lenders and an incorrectly titled vehicle on my part. I sent the below letter to chase on XX/XX/XXXX, which clearly explains all of the details of the issue and our request for resolution, along with the Title ( which they had incorrectly sent to me ) and the forms they needed to complete. Upon following up, Chase has not indicated that they have received or are intending to take any steps outlined in the letter.

Summary of Issue : - We moved to New York State from Virginia on XX/XX/XXXX. 
- Around that time, we attempted to re-register and re-title our vehicle in the State of New York. 
- Our vehicle has been registered in New York since that time. 
- We have since learned, in the process of trying to refinance our auto loan to another bank, that Chase failed to complete the process of titling our car in New York State.

- As of this date, our vehicle is registered in New York State but titled in Virginia State. 
- After visiting the New York XXXX and attempting to resolve this issue, we were advised that they will not work with us, as the consumer, to resolve this issue, as it must be handled by the lender. They provided instructions for how Chase should resolve the matter, which we have communicated in a number of phone calls and written correspondence. 

As you can imagine, this is very frustrating and has barred us from being able to consider refinancing options. We have been trying to resolve this issue since the end of XX/XX/XXXX. We have been back and forth to the NY XXXX and on phone calls with Chase. Since that time, weve had a newborn and this process has been an added stress that we would like to resolve as soon as possible. In the meantime, Chase has continued to receive interest payments from us ( currently totaling {$110.00} ). 

We confirmed the next steps requested below with a representative from Chase customer service on XX/XX/XXXX. We expected quick resolution of this matter and requested expedited processing for our request, as we have been trying to resolve it for months and wanted to avoid additional hard credit checks from the bank we are pursuing for refinancing. Since then, we have been assigned a case manager named XXXX to aid our situation. This has still failed to result in any resolution. In a call on XX/XX/XXXX, we were told that a new note had been added to our account stating " customer failed to come in to complete title and name change. '' To be clear, there was never any conversation about us coming in ( nor is there a location we could have come to ). I had also made it clear to XXXX that my name change has been resolved and I no longer need any action there, but do need them to resolve the Title issue as we are not able to complete the state transfer of the Title without them.

Company response to consumer: Closed with explanation