Consumer complaint received 2024-11-01 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Problem with a company's investigation into an existing problem — Difficulty submitting a dispute or getting information about a dispute over the phone
Company: JPMORGAN CHASE & CO.
State: OR

Complaint narrative:
I have co-signed on a loan with my partner for a car on XX/XX/XXXX for a XXXX XXXX XXXX through a car dealership who partnered with JP Morgan Chase. Shortly after, prior to making the first payment, my partner entered bankruptcy. Upon entering bankruptcy, my partner 's online access to make payments disappeared and did not receive any statements. I had also not received any communications via mail, e-mail, or otherwise. I was not given any online access to make payments either. 

On XX/XX/XXXX I was notified through my credit monitoring that I had a past due balance that was reported as a negative remark on my credit reports. Upon investigation, it was JP Morgan Chase who had summitted the remark. After speaking to her attorney, my partner contacted them immediately and spoke to their car finance department. Through her conversation she was told that they were unable to contact her at all due to the active bankruptcy and couldn't contact me either as it was against the law. However, they told her that she could work with them and make her account current and then have me call their credit department to ask them to remove the negative remark and tell them it was because I was not notified and had no way to pay. She made a payment for {$1700.00} and it cleared on XX/XX/XXXX. She asked for a receipt but they said they were unable to provide one due to her bankruptcy status. She also received instructions on how to make future payments moving forward. The charge did clear from her account and Chase reflected the payment on the account. 

I attempted to contact Chase on XX/XX/XXXX and spoke to their credit department. After some back and forth they eventually told me that on their end they see the negative remark as " correct '' and I would need the auto department to " open an investigation '' before they would do anything. I then spoke with the auto department who told me it was best to wait until the payment cleared. On XX/XX/XXXX I contacted the Chase auto department again and asked them to open an investigation, they refused to do so saying that they were following the law and the payment was indeed late. After speaking to a supervisor, they said there was nothing they could do. They proceeded to say they sent one letter in XXXX to both my partner and her lawyer with a notification that the account access would be removed and instructions on how to make a payment in the future but neither party had received that notice to which they said " too bad, we sent it ''. This also came up for the first time after speaking with over 10 different reps, none of them mentioned this. 

My frustration is that I will show a negative remark on my perfect credit due to a past due payment I had no notification existed ( even after it was past due, I only found out because of my credit report ). I had the resources to make a payment as a co-signer if needed but I wasn't even given a chance to do so. Chase, refused to make it right.

Company response to consumer: Closed with explanation