JPMorgan Chase review: auto loan

I am reaching out to you on behalf of my sister Lori M. Shelby. Lori was deployed in Korea and suffered a stroke 5/9/12 and as a result of her physical limitations and her impaired speech she was medically discharged 5/10/13. My parents and I have medical Power of Attorney for Lori. While Lori was in the hospital in Korea, to Japan, to Hawaii, and lastly at the Rehabilitation Institute of Chicago her car payments weren’t being made. Naturally, her bills were the last thing that my family and I were thinking about. However, after pulling a copy of Lori’s credit report I discovered that her car payments were no longer being made and Chase Military Finance charged her car off as bad debt. Once I was made aware of the issues with her car payments I began making the payments monthly with Chase. I explained the situation to Chase and was lead to believe that with the medical support and documentation regarding her deployment to Korea and her stroke that the charge off could be reversed. Well, after several months and various commanding officers being asked to contact Chase to confirm things; Chase advised me that they had no way to reverse the charge-off. I find this very disappointed that after serving her country and suffering a stroke during active duty that her credit would suffer during the time that she was in the hospital. I have asked Chase for over the past year and a half to reverse the charge off as a result of the unforseen circumstances and I was lead to believe that this wouldn't be an issue with proper documentation of the events surrounding her stroke. I was mislead, still made payments in excess of her monthly payment once was aware of the issues with the account only to be told months and months later that the charge off could not be reversed. Most recently I was contacted by a recovery agency that chase was trying to reposess the vehicle which by the way I still don't know 100% where Lori had the car in storage at while she was deployed. So annoyed and frustrated by the deplorable service I've received and how a service person is being treated.