Consumer complaint received 2026-03-15 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Getting a loan or lease — Loan opened without my consent or knowledge
Company: JPMORGAN CHASE & CO.
State: FL

Complaint narrative:
I am filing this complaint against JPMorgan Chase Bank , N.A . for its failure to conduct a reasonable investigation into identity theft and forged loan documents, improper credit reporting, and conduct that raises serious safety and soundness concerns. After enduring more than four months of attempting to resolve this issue, it has become increasingly apparent that the banks actions have served to justify and preserve the existence of a contract and supporting documents that I did not sign and did not authorize. From the outset, the bank failed to address the central issue raised in my original complaint : that a representative from its fraud investigation team, XXXX, explicitly informed me during recorded calls that there was no action the bank could take in cases involving forged documents. This statement was made in connection with an unauthorized auto loan opened in my name by car dealership XXXX of XXXX XXXX. There was never a valid loan agreement executed by me. The dealership itself has acknowledged this fact, and the bank has been aware of these circumstances throughout. Despite receiving clear notice of fraud, the bank failed to treat the matter as identity theft. Instead, it intentionally sent me affidavit documents that would characterize my claim as non-forgery and continued reporting the fraudulent loan to the credit bureaus during the investigation period in an apparent attempt to collect on an invalid debt and force me into mediation with the dealership. As a direct result, my XXXX XXXX XXXX from approximately XXXX to the low XXXX. Even after I formally disputed the account with the credit bureaus and provided both my FTC Identity Theft Report and police report, the bank repeatedly verified the account as legitimate. This conduct caused ongoing damage to my credit and constitutes unlawful debt collection activity in violation of the Florida Consumer Collection Practices Act. On XXXX XXXX, 2026, I received two letters from the bank that were clearly mailed together. One of these letters was backdated to XXXX XXXX, 2025, and claimed that the loan had been assigned to JPMorgan Chase. This statement is false. I never executed a contract with JPMorgan Chase and did not sign any documents dated XXXX XXXX, 2025, which were used to open the account. Notably, I did not request an investigation update until after filing a complaint with the Consumer Financial Protection Bureau on XXXX XXXX, 2026. The existence of a backdated update raises serious concerns about the legitimacy and integrity of the banks internal processes. The contract documents themselves contain multiple material inconsistencies between the retail installment contract and the vehicle buyers order that raise questions about how the loan would of even gotten approved. Forged warranty documents containing wet signatures were also submitted, and these documents were so carelessly altered that they still listed XXXX XXXX only lender with whom I actually executed a contractual agreementinstead of JP Morgan Chase. Additionally, the dealership misrepresented XXXX warranties as third-party Dealer General Warranties on XXXX retail installment contract. My fraud affidavit clearly outlined these material misrepresentations, yet the bank failed to address any of them. Since XXXX XXXX, 2025, I have consistently notified the bank that I did not sign the documents used to open this account and that I was unaware of the accounts existence. This has never been a contractual disputeit is identity theft and forgery. I requested a fraud investigation beginning on XXXX XXXX, 2025, but was never provided a case number. After I filed my CFPB complaint, the bank refused to provide investigation updates in writing and continued contacting me by phone despite my requests for written communication moving forward. Approximately XXXX months later, the bank denied my fraud claim without providing a written explanation and instead has asked me to call for further information. At the same time, the bank is attempting to assert that the fraudulent loan had been legitimately reassigned to them. The bank also stated that it had failed to obtain the police report that it had previously instructed me to file if I was not present at the dealership on XXXX XXXX, 2025. The banks actions now appear to assisting in concealing of identity theft and fraud facilitated with forged documentation rather than correcting it. The dealership has attempted to characterize this matter as a civil dispute despite clear evidence of criminal conduct. The banks decision to allow the dealership to pay off the loan nearly 3 months later further supports concerns regarding intentional misconduct and the preservation of a fraudulent transaction. No valid contractual agreement ever existed between myself and JPMorgan Chase, yet the bank has consistently treated the loan as legitimate. There was no reassignment of a valid loan only fraud facilitated through forged documentation. Over the past XXXX months, the banks conduct reflects more than mere negligence. It represents a sustained failure to properly investigate identity theft, address the use of forged documents, and prevent ongoing harm. As a direct result of the banks actions, I have suffered significant financial damage through the deterioration of my credit profile, as well as reputational harm caused by the continued circulation of the dealerships defamatory claims during the regulatory investigations I have been forced to initiate, claims that could have been readily verified as false had the bank conducted a proper investigation.

Company response to consumer: Closed with explanation