Complaint Rating:

Company information:
Chase Auto Finance
Pennsylvania
United States

On October 19th, I received a telephone message at home to call Chase regarding a “special program” they were offering. Curious, I called to find out what this was all about. I spoke to a Ms. Evans, who informed me that the “special program” was one in which I could skip a payment to get back on track. I told her that doing that would not help me, as I was unable to afford the monthly payments. I told her that I had written to Chase to inquire into their willingness to accept fair market value for the car to pay off the loan in full. She told me they could do that, that the process would go through the “outbound settlement department” and would take about a week to process. Very excited, I told her I would have to call back because I was home for lunch and needed to get back to work. She told me to call back, as for “outbound settlement” and complete the process.

Today, I called Chase while I was home for lunch to complete the settlement process. The first person I spoke to was “Tiffany.” I went over with her what I had discussed with Ms. Evans yesterday. Tiffany asked what the offer of settlement was, and I told her it was $10, 500.00 (the pay-off right now is $13, 031.00, Chase would lose very little), the figure I got from several car dealerships and from the NADA Guide and Kelley Blue Book. She asked when I would like to complete the settlement and I told her it would be within a week or two. She placed me on hold and the next thing I know, I am transferred to Collections. The person I spoke to in Collections told me that there were no settlements, that the amount I owed was what I owed and nothing less. I told her what Ms. Evans and Tiffany had told me and she said there was no such thing as the “outbound settlement department.” I wanted to speak to a supervisor, which of course, they would not let me do. She put me on hold and came back on the phone and told me that no one there ever heard of Chase participating in a settlement with a consumer, that they do not make deals with people. I told her that this was my biggest complaint about Chase, that one ends up in a circle of contradicting information. This is just so typical of how Chase treats their customers. Customer service is a foreign concept to their employees. I will NEVER deal with Chase again. I've gone through a year and half of dealing with these morons and I am no further ahead than I was when I started. HORRIBLE!