Chase Bank Chase failed to process final payment & levied late fee

My car loan was sold to Chase Bank about 3 years ago at which point I set up an appropriate Auto Payment with bank. This worked until the final payment was due 2 years later when about 2 weeks after the due date I get a text directing me to look for a message by logging into their website. On so doing I saw that the final payment was showing past due! 

I called the 800# and was on hold for 25 minutes only to be told I had to call a different number. On doing that I got through ok and questioned why they had not taken the final payment in usual way. Was told that a final payment had to be made manually and to go onto their website and pay by card or bank transfer.

When I complained that I had never been informed of that in advance and was issued a late charge, there was silence and then a recording telling me to continue holding for next rep. I held for 10 minutes and gave up. I went to the websiter and made a bank transfer for the amount listed  which included the late fee as I did not want a late payment on my credit report. 

I am writing in to corporate office as I cannot find an email address other than "no reply".