Consumer complaint received 2025-03-24 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Problems at the end of the loan or lease — Unable to receive car title or other problem after the loan is paid off
Company: JPMORGAN CHASE & CO.
State: NY

Complaint narrative:
Creating a new complaint to follow on from previous complaint as issue has become even worse now. 

- Paid off vehicle in full on XX/XX/XXXX. 

- Was told that a XXXX release document was sent to me on XX/XX/XXXX. 

- Following the defined waiting period, called back and was told that XXXX release documentation was never sent, all they were able to confirm is that the lien release documentation was sent to the mail room. 

- During this time, Chase kept insisting that they were requesting a duplicate title from the XXXX  XXXX, where the vehicle was registered, despite being told that I had contacted the XXXX  XXXX and confirmed that the title was actually in XXXX. Despite this information, Chase refused to provide the lien release information to the XXXX  XXXX. 

- On XX/XX/XXXX contact Chase again to see what could be done to provide XXXX  XXXX with the XXXX XXXX documentation and was told to provide the XXXX  XXXX with the following Fax number XXXX in order for the XXXX  XXXX to request XXXX XXXX information. After contacting the XXXX  XXXX again with this information, was told that the XXXX  does not request XXXX release information and the XXXX holder has to submit this information themselves. Again incorrect information provided by Chase. 

- On XX/XX/XXXX contacted Chase again to request that THEY submit XXXX XXXX information to the XXXX  XXXX and was told that they have submitted the XXXX XXXX documentation to the XXXX  XXXX and I should revert back to Chase within XXXX business days to confirm. 

- On XX/XX/XXXX contact Chase again to be told that no such information was submitted, instead they re-sent the lien release documentation to me, which was supposedly already sent on XX/XX/XXXX. They had made no effort to contact XXXX  XXXX to provide XXXX XXXX documentation and I was instructed to wait another XXXX business days to receive my lien release documentation. During this time, my vehicle has been paid in full, the check has cleared and the funds deducted from my account. Despite this, I am unable to register the vehicle in my name, because I do not have the title or XXXX release documentation. 

- On XX/XX/XXXX I received the notarized XXXX release document from Chase. Per Chase 's instructions I was asked to submit this information to the XXXX  XXXX to request a lien release myself. I over nighted the required documentation to the XXXX  XXXX, which included the notarized lien release, a loss of affidavit, a new title request and an exemption from XXXX  address request and a personal check for {$85.00} for a quick title. These documents reached XXXX  XXXX on Monday XX/XX/XXXX. 

- On XX/XX/XXXX I called XXXX XXXX to verify that the documents had arrived, they confirmed they had received my documents, but also alerted me to the fact that Chase had contacted the XXXX XXXX on the XX/XX/XXXX and requested a duplicate title, which overrode my request for a new title. Chase did not request a quick title and my timeline was elongated to XXXX weeks vs the XXXX business day turn around for a quick title. 

- During this time, with my CFPB complaint my case had been escalated to the chase XXXX team, who did nothing to solve this problem. 

- On XX/XX/XXXX I contacted XXXX  XXXX to understand the status of my title request. I was then told by the XXXX  XXXX, that Chase had not requested a lien release, but rather RE-ADDED the lease to the title, even though the vehicle was paid off in full on XX/XX/XXXX. The XXXX  XXXX representative confirmed that the title was converted from a lease to a loan in XXXX and described Chase actions as, quote, " a botch job ''. Intentionally making the process for me to get the title for my paid off vehicle even more challenging. 

- I was then told that the XXXX release document i have would no longer allow me to get a clean title, because Chase requested that a lease be re-added to my title and I would now need a lease release document. 

- It is now 34 days since my vehicle was paid off in full, with no clear timeline to receive a clean title in order to register my vehicle. During this time, I have paid upwards of {$1000.00} to cover transportation and travel costs because I am unable to operate my vehicle without being able to register it in XXXX.

Company response to consumer: Closed with explanation