Tampa woman refinances auto loan, ends up with two loans

She turned to Better Call Behnken for help

TAMPA, Fla. (WFLA) — When you refinance a car loan at a better interest rate, you don’t expect to end up with two car loans. But that’s what happened to Jennifer Higgins.

Frustrated and looking at a credit report showing two car loans, she turned to Better Call Behnken for help.

“It’s a very big company, a very well-known company,” Higgins said. “I feel like they should do better than that.”

Higgins’ problem started when she bought a 2020 Ford Escape and financed the loan through Chase Bank. She quickly refinanced with another lender a month later. This lender provided documents showing that it had repaid Higgins’ loan with Chase.

At first it seemed like everything was fine. Higgins received a letter from Chase congratulating her on paying off her loan. But then came another letter threatening to repossess his car for non-payment.

“Oh, that made me sick,” she said. “I’ve been dealing with this since November. I made several calls between iLending and Chase and got my hands on a supervisor for iLending. She’s also called Chase and we’re just getting started.

Higgins said the first check received by Chase had not been deposited, so iLending sent another one and then sent proof that it was cashed by Chase.

“We have to investigate. I mean $24,000 is a lot of money to lose,” she said.

Investigator Shannon Behnken contacted Chase and was promised a review of the situation. The next day, Higgins said she received a call with an apology and that the loan was cancelled.

“I still don’t know why it happened, but I’m so grateful that I don’t have to worry about it anymore.

Better Call Behnken also tracked Higgins’ credit, and part of the credit report was corrected. A Chase spokesperson said it sometimes takes time for the credit report to fully reflect the update, so we’ll stick with that to make sure Higgins isn’t harmed by this error.

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