Auto FAQs

Lease-end information is available for specific brands at the following sites:

You’re responsible under your lease agreement to pay for tickets, citations, tolls, parking violations, penalties, fees, and fines, (all referred to as “Fines”) issued in connection with the leased vehicle’s use. At our option, we may pay any fine that you haven’t paid on your behalf and you’re responsible for reimbursing us. You should contact the agency or municipality if you want a copy of the notice or citation.

Keep in mind: The timely payment of these items may help you avoid additional penalties or problems with your vehicle registration.

We send a range of account information, including loan or lease amount, account balance, scheduled monthly payment, payment history and account status.

The term "loan" refers to either a loan or retail installment sales contract depending on your particular financing, as indicated on your contract. 

We understand you may be concerned about the potential impact of a late payment. However, the information we report is required to be complete and accurate. So, we're unable to make goodwill or courtesy adjustments. 

Learn more about credit reporting information, including tips for raising your credit score.

A payment may be reported as past due if it’s received 30 or more days after the due date.

You’re entitled to a free credit report from each of the three major credit reporting agencies every 12 months. To get your report or for more information, go to annualcreditreport.comOpens overlay.

If you think we’ve reported information incorrectly, you can dispute it with us and/or with the credit reporting agency.

To submit a dispute, send us the details of what you think is inaccurate and why, as well as any documentation you have. 

This may include marked-up copies of the disputed credit report, the front and back of a check, stop-payment confirmations or express mail receipts. 

Send the information to:

Chase Auto

700 Kansas Lane

Attn: Credit Bureau Disputes LA4- 4022

Monroe, LA 71203-4774

You can also provide the information directly to the credit reporting agencies by phone:

Equifax: 1-866-349-5191

Experian: 1-800-493-1058

TransUnion: 1-800-916-8800

Innovis: 1-800-540-2505

Car dealerships may send your auto loan application to multiple lenders to determine financing options. Contact the dealership if you have more questions.

The term "loan" refers to either a loan or retail installment sales contract depending on your particular financing, as indicated on your contract. 

We don't control credit scores. Credit scores are generated by credit bureaus. For more information on how credit scores are calculated, contact the credit bureaus directly.

Once you pay your balance, we’ll request an update to your credit report to reflect that it’s been paid. Since the account was paid after charge-off, this status will remain on your credit report.

Per your contract,  proper insurance coverage must be maintained throughout the loan or lease, even if the vehicle is not being driven. See your contract for more information about our insurance requirements.

The term "loan" refers to either a loan or retail installment sales contract depending on your particular financing, as indicated on your contract. 

If your vehicle is damaged for any reason, including an accident, contact your insurance company as soon as possible. Even if your vehicle is damaged, you should continue to make on-time payments to keep your account current.

If your insurance company issues you a check for repairs, follow the appropriate processes below, based on the amount of the check you receive.

For checks under $10,000:

For checks of $10,000 or more:

Write your account number on the insurance check and all required documents before mailing to:

Chase Auto

Attn: Endorsement Department

LA4-1150

700 Kansas Lane

Monroe, LA 71203

Yes, you should maintain your monthly payments until your account is paid in full.

If your vehicle is a total loss, call our Total Loss Department at 1-866-300-5141, Monday–Friday from 9 AM to 5:30 PM ET. Then, have your insurance company call the Total Loss Department regarding your claim.

You’ll need to pay any remaining account balance after a total loss.

You should review your contract to see if you purchased a Guaranteed Asset Protection (GAP) product, which may waive all or part of the difference between the value of the vehicle determined by your insurance company and your account balance.

GAP (Guaranteed Asset Protection) generally provides coverage when your car is stolen and not recovered, or damaged beyond repair and declared a total loss. If you finance a significant portion of your auto purchase, then you may owe more than the value of your car. Auto insurance companies typically pay the value of your car rather than the amount remaining on your loan. A GAP product may help reduce the amount you owe or cover your remaining loan balance when the proceeds from your insurance company are not enough to pay off your loan.

The term "loan" refers to either a loan or retail installment sales contract depending on your particular financing, as indicated on your contract. 

Continue making your payments until your account is paid in full.

Contact the administrator listed on your GAP agreement and open a claim. Then, to get updates, call our Total Loss Department at 1-866-300-5141, Monday–Friday from 9 AM to 5:30 PM ET.

Review your GAP agreement regarding benefits, coverage and exclusions. If you have additional questions, contact the administrator listed on your GAP agreement.

You may be eligible for a refund. You should contact your dealer or the product administrator listed on the product agreement and request to cancel the products with the exception of any product you intend to use such as GAP.

You should have received documentation about the products and services you purchased from your auto dealer. These documents can answer many of your questions about terms and conditions, coverage, cancellation provisions, how to file a claim, and how to contact your service provider. If you need copies of these documents, contact your dealer directly.

For more information about the products and services you purchased, contact the service provider listed in your documents or your auto dealer.

See our educational page for additional information regarding aftermarket products.

The term "loan" refers to either a loan or retail installment sales contract depending on your particular financing, as indicated on your contract.

To connect with our Total Loss Department to discuss what is needed to provide a Letter of Guarantee, ask your insurance provider to call us at 1-866-300-5141, Monday–Friday from 9 AM to 5:30 PM ET.

Continue to make your monthly payments as instructed in your contract. Your contractual obligation remains in effect until it is paid in full. 

Any payments made after the DOL will be applied to your balance due. In some cases your insurance company may deduct their deductible from your settlement payout if there is a remaining balance owed. Any overages should be refunded back to you. For more information, call our Total Loss Department at 1-866-300-5141, Monday–Friday from 9 AM to 5:30 PM ET.

To disclose account information, we need documentation identifying the estate representative. Such documentation can vary by state law and the size of the estate. In most cases, a Will or Court document is acceptable. Once you've submitted the documentation, call us to review the authorization at 1-877-828-4771, Monday-Friday, from 9:00 AM to 5:30 PM ET.

We ask for documentation identifying the estate representative to protect and safeguard customer information.

You may call us at 1-877-828-4771, Monday-Friday, from 9:00 AM to 5:30 PM ET to discuss options. 

To discuss your options, call us at 1-877-828-4771, Monday–Friday, from 9:00 AM to 5:30 PM ET. We can only provide specific account information if you're identified as the estate representative.

We can provide the account status and other account information to the estate's representative after receiving supporting documentation.

If there's still a living customer on the account, they'll remain on the account.

If there's no living customer on the account, call us to discuss options at 1-877-828-4771, Monday-Friday, from 9:00 AM to 5:30 PM ET.

Yes, we accept copies via email at caf.probate@chase.com. Include your contact number in the email, so we can reach you with any questions.

When the account is paid off, the title and/or lien release will be sent in the customer's name to the address on file or as instructed by the estate representative. The family or appointed representative can then work with the State Bureau of Motor Vehicles to transfer ownership.

Go to our Disaster and Hardship assistance page to help navigate the process.

To learn how to protect yourself against fraudulent email messages, see our Phishing information. If you have any doubts about whether an email, phone call or text message is from us, call the toll-free number on your billing statement.

Browser software often stores or “caches” web pages in your computer’s temporary memory. By signing out and exiting your browser at the end of an online session, you reduce the possibility of someone else seeing your confidential information.

No. This may be an attempt at a “Sign and Release” scheme, where a deceptive person asks an unsuspecting consumer to enter into a vehicle loan on their behalf and the scammer promises to make the payments and/or pay off the account within a few months. 

The deceptive person uses convincing stories to explain why they can’t complete the sale themselves or they may represent the transaction as a legitimate business deal and, typically, offer the consumer compensation for their time and effort. 

Unfortunately, these scammers don’t always make the payments, the vehicles go missing and the unsuspecting consumer is left responsible for the loan payments, which will negatively impact their credit if not paid.  

Keep in mind:

The term "loan" refers to either a loan or retail installment sales contract depending on your particular financing, as indicated on your contract.