Consumer complaint received 2025-03-18 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:
The last question about the company providing information : The last statement was altered after the statement date of XX/XX/XXXX. The disputed amount of {$510.00} was not entered on the statement on or about XX/XX/XXXX. It appeared on or about XX/XX/XXXX, after talking to " XXXX XXXX XXXX XXXX' which is described in detail below. 
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 gap payment was 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 XXXX. This was a phone call from XXXX : I told him that a gap 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 XXXX 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 gap 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 gap insurance. The main insurance carrier ( XXXX ) paid {$33000.00}. We have been making payments as the attached statements demonstrate, bh after the accident. At the time of the gap 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! 

The whole argument is that the check of {$510.00} was not issued until XXXX XXXX, XXXX which makes any suggestion that this amount was credited to the principal balance ( at some time ) absurd and this was never credited to our account. We should see a credit of {$240.00} instead of a debt of {$330.00} One last thing about the phone conversation with " XXXX XXXX XXXX  ''. The way he was talking was very suspicious in that one could suspect that a crime was either in the process or was being planned. i.e. Tell the customer that they basically don't know anything, that the funds that were received to the bank were already applied to the balance and it WOULD NOT appear on any statement. From my point of view I made it clear that I wasn't buying his XXXX and so the money was listed on the statement AFTER the statement date, probably the next day. I'm pretty sure this is illegal.

Company response to consumer: Closed with explanation