Consumer complaint received 2025-04-08 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Managing the loan or lease — Billing problem
Company: JPMORGAN CHASE & CO.
State: AZ

Complaint narrative:
XXXX XXXX loan ( Chase Auto Loan ) refuses to credit a {$510.00} XXXX  insurance payment to our account. The account number is : XXXX. There is also an amount of {$240.00} that is the result of an overpayment of the final installment. There was a balance of {$330.00} and the Chase system debited the entire amount of {$580.00} so now Chase owes us {$240.00} + {$510.00} = {$760.00}. 

This complaint is super simple, so simple even a Chase bank employee should be able to understand but that is the main problem. They dont! 
Our New car was totaled on XXXX XXXX, XXXX. This date is important as it is the date Chase used to claim a XXXX  and XXXX insurance payments were made! That in itself it very ridiculous but this goes further. I called XXXX XXXX XXXX ( Chase ) to get this straightened out but unfortunately was connected to what can only be described as the office no-mind. This was a phone call from XXXX : I called XXXX ( Chase ) auto finance @ ( XXXX ) XXXX XXXX associate that I talked to was rude, pushy, disingenuous and disrespectful. He was acting very suspiciously as if he had stolen the money and was attempting to cover up the crime. I tried to tell him that the XXXX  insurance had issued a check for the amount of {$510.00} - check number : XXXX issued on XXXX XXXX, XXXX and that it had never been credited to the account. His reply was astonishing in that he was trying to tell me that when checks like this are received by Chase, they automatically are credited to the principal balance and that I would not be able to see a record of that anywhere as in a statement. In other words, our money had basically just disappeared and that we should have faith that it was credited correctly to the account. The problem with this is ; I didnt believe one word he said. I know something about accounting. I know for a fact that any credit or debit should be entered in a statement which should also match a balance sheet. Dates are also very important. For example, Chase lists the date for the XXXX insurance pay off check of {$33000.00} issued on XX/XX/XXXX as the date of the accident XX/XX/XXXX. They also list the gXXXXp insurance payment of {$510.00} issued on XXXX XXXX also as the date of the accident, XX/XX/XXXX. Im not an attorney or a XXXX  but I remember from my accounting class that substitution of dates is not legal. For example, the {$510.00} amount was received by Chase on XX/XX/XXXX. Logging that with an issuance date of the date of the accident ( XXXX XXXX, XXXX ) is not legal. The balance on the account was about {$1500.00} at that time. If the {$510.00} was credited, we would have seen that almost in real time. 

This is also about possible embezzlement or other criminal activities by Chase employees ( one or more ). My rational in believing this, is on account of the phone conversation with the associate who wouldnt allow me to talk. 
I told him that a XXXX  insurance payment had been sent to the bank to be applied to the balance of our car loan in the amount of {$510.00} with a check number of : XXXX issued on XXXX XXXX, XXXX. He would not listen to anything I had to say, and thought it was a good idea to constantly talk while I was trying to explain the situation. He was the proverbial motor mouth and would not stop talking ; repeating the same worn out talking points that. Chase doesnt owe you any money ; it was credited to your account but will not appear on any statement! I ended up shouting an expletive at him ( twice because he was still talking ) and I hung up. 

We ( me and my wife ) were never given credit for this payment of {$510.00}. The associate I was forced to try to communicate with ( with no result ) said the payment had been credited to the principal and that there was no way to actually view the payment on any statement, balance sheet, etc. I tried to tell him that when the check for {$510.00} was issued ( XXXX XXXX, XXXX ) the balance on the loan was only about {$1400.00} and if a XXXX  check of {$510.00} would have been made, I would have noticed instantly. The date shown on the XXXX statement and labeled as insurance partial payoff lists the date of the accident! XXXX XXXX was our accident date! 

We never got credit for this check and we still dont know why. Here is a summary : Our car was totaled. We had XXXX  insurance. The main insurance carrier ( XXXX ) paid {$33000.00}. We have been making payments as the attached statements demonstrate, after the accident and after XXXX payment. At the time of the XXXX  insurance issuing the check of {$510.00}, the loan balance was {$1400.00}. An examination of the attached statements proves that at no time was the amount of {$510.00} credited to our account. XXXX XXXX XXXX tried to tell us our money had been credited but provided no proof. He even stated that there would be no proof! A bank like Chase does not have accounting capabilities. Wow! Chase owes us {$240.00} + {$510.00} = {$760.00}.

Company response to consumer: Closed with monetary relief