Consumer complaint received 2024-08-12 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Problems at the end of the loan or lease — Problem with paying off the loan
Company: JPMORGAN CHASE & CO.
State: NJ

Complaint narrative:
Not sure who I should be filing this complaint on. I purchased a vehicle in XX/XX/year> and totaled it XXXX weeks later after hitting a deer. My mother, XXXX XXXX, has been my advocate and has helped me with the claim due to my young age, not even knowing what to do. During the entire claim process, She spoke with the dealer numerous times, XXXX XXXX, XXXX XXXX co and Chase Auto Finance keep in mind. 

I purchased the GAP coverage and was told that if i was involved in an auto accident, GAP would pay the difference the insurance company didn't pay to the bank. 

The claim was a nightmare needless to say. My mother & I both thought this was settled and my loan was paid off. I then noticed my credit score plunging down for late payments to Chase for my 1st loan ( the total loss ). My mother reached out to GAP insurance in XXXX and they said there was still missing XXXX 's. She sent the same after they were already sent & it was confirmed that was all they needed at that time. Again, we think now the loan is going to be paid off and it's over. Checking my credit score again after XXXX, still showing more late payments. My mother called Chase, they advised her the GAP only sent a check for around $ XXXX, and the balance is {$3000.00} and change. Chase asked my mother if I had received any refund checks. My mother advised I did receive a check for {$4200.00}. My mother was brainstorming and trying to see if she was able to get me any money back in my pocket due to taking my savings and putting it as my down payment for the purchase. She asked XXXX XXXX about cancelling the Extended Warranty and Tire Protection. They advised her absolutely can and sent me the cancellations to sign. Sent it back to XXXX XXXX, then they issued the check once XXXX refunded them. I used that money for my next down payment to purchase my replacement vehicle. Chase told her that money was supposed to come to them and a letter was sent to the dealer in XXXX advising the same. At no time, did any representative from any of the company 's ask me to cancel them and send the refund to them, nor my mother. How is it that nobody holds any responsibility to let me know about that? I am only XXXX XXXX XXXX and had just totaled my brand new XXXX  XXXX XXXX XXXX. So it costed me {$3000.00} to own my vehicle for XXXX weeks? That is what my mom inquired about maybe cancelling those products and try to recover my downpayment. So if Chase sent a letter to XXXX XXXX XXXX, why didn't they instruct my mother I had to turn the check over to the bank? Why didn't the GAP Insurance explain any of this to us. On the check list they wanted copies of any refunds. So we provided the same. Personally we thought that maybe they just wanted to confirm the GAP wasn't cancelled?

We didn't know anything due to nobody asking for it or advising us to cancel it at anytime. My mother has been in the insurance industry since she was XXXX XXXX XXXX. She has never heard of anyone dealing with this situation with any claims. She called XXXX XXXX and spoke with the General Manager and he states they did everything right. Consumer asked to cancel the products, refund check went to the consumer. But they didnt say to it has be turned over the Chase after they received a letter in XXXX and ignored it. Now my credit that I am working hard to keep a high score, continues to drop because nobody wants to accept responsibility for not doing the ethical thing and explaining any of this. XXXX XXXX said buy the GAP and car will be paid off. Mom cancels the tire protection and extended warranty, XXXX XXXX says nothing. I dont understand how nobody has any responsibility of telling me to cancel these and refund the checks. The only reason I got those checks was because of my mother reaching out to the dealer on her own, requesting to cancel them. She never did that, then my loan would be paid off? When they never asked me to cancel them.

Company response to consumer: Closed with explanation