Consumer complaint received 2025-05-18 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Struggling to pay your loan — Denied request to lower payments
Company: JPMORGAN CHASE & CO.
State: NJ

Complaint narrative:
I am filing a formal complaint against Chase Auto Finance regarding a vehicle loan for a XXXX XXXX XXXX. I am listed as a co-borrower, though the loan was intended for business use under XXXX XXXX XXXX and XXXX XXXX and the vehicle was used exclusively by my former business partner. 

Despite paying over {$18000.00} on the loan, Chase refused to engage in any reasonable settlement or hardship resolution. Beginning in XX/XX/XXXX, I submitted multiple written proposals, including a lump sum settlement based on the vehicle 's current diminished value ( now {$8000.00} {$10000.00} due to transmission failure ). Chase ignored these requests for over twn weeks, then issued a blanket denial and stated it would no longer engage in any settlement discussions. 

Critically, I submitted a written request on XX/XX/XXXX, asking that all communications be sent via email or the online portal due to a documented hearing impairment. I took a photo of that request. Despite this, Chase continued calling me repeatedly for over two months and did not respond in writing to my hardship proposals during that time. This is a violation of the XXXX XXXX XXXXXXXX XXXX ( XXXX ) as it disregards a reasonable accommodation request related to communication. 

Chase claims it sent a denial letter on XX/XX/XXXX. I did later locate this letter in my email ; however, it was never posted in the secure portal, never acknowledged in follow-up communications, and was not referenced as I continued trying to negotiate. This indicates a breakdown in clear communication, especially after I made a formal XXXX request. 

Additionally, I recently received a copy of the loan contract. XXXX XXXX, which outlines borrower obligations, contains a signature that I am fairly certain is not mine. I only recognize my signature on the later pages of the agreement. I have repeatedly told Chase that I was never intended to be on the loan as this was a business vehicle and my name was added without my knowledge. This raises the possibility of forgery or fraud at origination, which calls the enforceability of the contract into serious question. 

I have sent many written hardship proposals and communications were submitted through the Chase portal between early XXXX and mid XXXX. I am happy to provide full portal logs or screenshots if needed. 

It also appears, I recently discovered that Chase has the wrong address in many of the documents posted in their website. This may explain communication failures and reinforces the mishandling of my file. 

I am requesting that the CFPB and DOJ XXXX XXXX investigate the following : Why my written-only XXXX communication request was ignored for over two months Why Chase failed to respond to my hardship proposals in writing, even as I continued submitting them Why the XX/XX/XXXX letter was never referenced again or posted to the secure portal Whether Chase is knowingly enforcing a contract that may contain a forged or unauthorized signature on page one Chase has demonstrated negligence, poor communication, and possible XXXX non-compliance XXXX I have exhausted all reasonable efforts to resolve this, and I now seek regulatory intervention. 

Sincerely, XXXX XXXX

Company response to consumer: Closed with explanation