Consumer complaint received 2026-04-19 00:00:00
Product: Vehicle loan or lease — Lease
Issue: Problems at the end of the loan or lease — Problem while selling or giving up the vehicle
Company: JPMORGAN CHASE & CO.
State: CA

Complaint narrative:
I am submitting a complaint regarding a XXXX XXXX lease account with Chase Auto Finance. My lease was scheduled to end in XX/XX/XXXX. I requested an extension and was told I had already received one. However, I was then granted a XXXX deferment. I did not fully understand how the deferment worked, so I continued making my car payments through XX/XX/XXXX. My deferment letter states that I was to resume payments in XX/XX/XXXX. SEE DEFERMENT LETTER. In XX/XX/XXXX, I received a repossession warning letter from Chase stating I was in danger of repossession. This is the only warning document I ever received from Chase. SEE CHASE LETTER. At the same time, in XXXX and XX/XX/XXXX, I continued receiving statements from Chase indicating the account was current and that I had a credit balance. This includes a billing statement dated XX/XX/XXXX showing the account was in good standing with no payment due, and a billing notification email dated XX/XX/XXXX showing an amount due of - {$260.00}. These documents reflect that the account was current and ahead on payments at that time. SEE XXXX ITEM # 5. My additional payments, combined with the deferment, created a credit balance that covered future months. Chases own system reflected no payment due and a next payment date of XX/XX/XXXX. Even though the lease was supposed to end in XX/XX/XXXX, the account remained active, payments were being accepted, and no immediate payment was due. During XX/XX/XXXX, I made multiple attempts to resolve the lease, including visiting dealerships and contacting Chase to request additional time so I could secure financing to purchase the vehicle. I had never missed a payment in my XXXX years as a customer. Despite this, without any clear written notice, Chase charged off the account in early XX/XX/XXXX. I was never provided any written notice that a charge-off was imminent. At that time, I still had a credit balance, no payment was due, I was receiving statements showing the account in good standing, and Chases own records reflected a future payment date. A Chase account summary printed on XX/XX/XXXX shows a next payment due date of XX/XX/XXXX. SEE XXXX ITEM # XXXX. After the charge-off, I could no longer access my account online. I attempted to contact Chase by phone but was unable to reach a representative after extended hold times. On XX/XX/XXXX, I went to the dealership where I had previously leased the vehicle and attempted to purchase it, but was unable to complete the transaction due to inconsistent or unusable payoff information. SEE ATTACHED PAYOFF QUOTE. unable to reach anyone regarding this, the vehicle was later repossessed on XX/XX/XXXX. After the repossession, I continued attempting to purchase the vehicle and to obtain documentation regarding the account and the sale process. On XX/XX/XXXX, I specifically requested the applicable lease-end sale notices ( including the equivalent of a Notice of Intent to Sell and a Notice of Early Termination Liability ) and asked that they be sent via fax and U.S. mail . I have recordings of these phone calls. Chase provided only a copy of the XX/XX/XXXX repossession warning letter and a scan of the envelope, which was not properly addressed. The envelope does not include my apartment number, while the letter itself does. SEE CHASE LETTER. The last thing I received was a billing letter dated XX/XX/XXXX, along with an account statement with unverified charges and a vehicle condition report. However, these documents do not include : * The required pre-sale notice ( lease-end sale notice ) * Any post-sale notice identifying the sale details ( including sale date, sale price, or method of sale ) * Proof of mailing or delivery of any such notices * A complete deficiency balance calculation tied to a documented sale In a XX/XX/XXXX response to my prior complaint, the company relied on summaries of phone calls and stated that I had been advised verbally that the account would charge off. However, no written notice of charge-off, no pre-sale notice, no post-sale notice, and no proof of mailing of any such notices were provided in that response or at any time thereafter. These notices are required as part of the repossession and post-sale process, and the absence of these documents and proof of proper mailing raises concerns about whether the required procedures were followed. Due to these inconsistencies and the absence of required documentation, I dispute the validity of the deficiency balance and the accuracy of the credit reporting.

Company response to consumer: Closed with explanation