Consumer complaint received 2021-03-04
Company: Santander Consumer USA Holdings Inc.
State: VA
Product: Vehicle loan or lease
Sub-product: Lease
Issue: Problems at the end of the loan or lease
Sub-issue: Problem when attempting to purchase vehicle at the end of the lease

Complaint:
My lease ended in XX/XX/XXXX, I intended to purchase my vehicle at the end of the lease term. In early XXXX I requested the lease payoff amount from Chrysler Capital. The amount included the residual value, the purchase fee as well as some outstanding fees ( which I was unaware ), the total payoff was {$26000.00} ( Includne {$1900.00} in fees ). I attempted to pay the amount electronically but was informed by Chrysler Capital that it could only be paid by check. I wrote check # XXXX on XX/XX/XXXX and sent it in for payment. 

The check was cashed by Chrysler Capital on XX/XX/XXXX and deducted from my account. I noticed a high balance on my account on XX/XX/XXXX and called my bank to inquire and they said the check was returned due to insufficient endorsement. I asked what I could do next and they said the company should notify me or they could resubmit it for deposit. On XX/XX/XXXX the full amount was once again deducted from my account. I have a copy of the cashed check posted on XX/XX/XXXX the the bank endorsement on the back of the check. 

In early XXXX I received the bill of sale along with the title to the vehicle from Chrysler Capital in early XXXX. In mid XXXX I received a call from Chrysler saying that I had not paid off my lease. I informed them I had and the check cleared on XX/XX/XXXX. This went back and forth for several weeks, they also informed me that I owed on unbilled personal property taxes, but could not provide an accurate amount. I was able to obtain that amount from the City of XXXX and in early XXXX I paid that amount of {$1100.00} in full to Chrysler Capital. 

I have provided Chrysler Capital with a copy of both the front and back of the cashed check along with a copy of my back statement multiple times. I have provided this information via fax on XX/XX/XXXX, My bank XXXX has provided this information via fax pm XX/XX/XXXX, I have also provided this information via email on two separate occasions first to a general email on XX/XX/XXXX and confirmed receipt via phone call on XX/XX/XXXX and I again provided via email directly to an operator 's email on XX/XX/XXXX. 

I have reached out to Chrysler Capital numerous times to try to bring resolution to this situation. My bank statements and the copy of the cashed check endorsed by their bank clearly show that the funds were withdrawn from my account on XX/XX/XXXX and my bank has confirmed they have remained withdrawn. They have confirmed that to me and they have been on the phone with me and Chrysler Capital to confirm it as well. 

Chrysler Capital has escalated this to there executive resolution office who I have been communicating with since XX/XX/XXXX. I get no resolution from anyone of their operators. I have asked to speak with a supervisor or manager, but have not received calls back from them, if I get a message from them and return the call they are not available. Chrysler Capital asked my bank if they can send the bank statement in a different format, which the bank can not accommodate, but the statement and the cashed check clearly have all the relevant information on them. 

Chrysler Capital has now reported this account to the credit agencies as a delinquent account when clearly it has been paid. At the very least it is in dispute but certainly not delinquent. I have paid this account in full and should not have any negative marks on my credit report while Chrysler Capital investigates their issue. I paid the full amount on time with a legal check that was cashed. 

What more can I do as a consumer? I have called my bank and am asking them to dispute the check with the bank, but because it was a legal check with an endorsement there is not much basis for a dispute. 

Chrysler Financial needs to take responsibility for the resolution to this situation. The only answer I get is that their Finance Department is reviewing it. The only answer they have is that it was returned on XX/XX/XXXX even though I have sent them a copy of the check posted on XX/XX/XXXX and a copy of the bank statement. 

This is not a case of a person not paying an account I have been actively involved in trying to bring this to resolution and have continued to follow up myself with Chrysler Financial. 

I started logging my calls in late XXXX and I have spoken with Chrysler Financial in order to address this issue on the following dates : XX/XX/XXXX spoke to XXXX XXXX, XX/XX/XXXX ( with my bank ) spoke to XXXX # XXXX, XX/XX/XXXX ( finally got it escalated to executive resolution ) spoke to XXXX # XXXX, XX/XX/XXXX spoke to XXXX # XXXX, XX/XX/XXXX spoke to XXXX, XX/XX/XXXX spoke to XXXX, XX/XX/XXXX spoke to XXXX, XX/XX/XXXX left message for XXXX XXXX ( Supervisor ), XX/XX/XXXX spoke to XXXX, XX/XX/XXXX left message for XXXX XXXX, XX/XX/XXXX left message for XXXX XXXX, XX/XX/XXXX spoke to XXXX, XX/XX/XXXX left message for XXXX XXXX, XX/XX/XXXX spoke with XXXX asked to speak to XXXX XXXX or his boss XXXX XXXX, XX/XX/XXXX spoke to XXXX, XX/XX/XXXX spoke with XXXX, XX/XX/XXXX called to file complaint with XXXX XXXX, XX/XX/XXXX spoke with XXXX after getting message from XXXX ( supervisor ), XX/XX/XXXX spoke to XXXX after getting message from XXXX, XX/XX/XXXX spoke with XXXX along with a rep from my bank XXXX. 

Through all of these calls I have moved no closer to resolution. I am at a loss as to how to move forward. I paid almost {$27000.00} almost a full 5 months ago. The money left my account just over 4 months ago. I have sent every shred of proof available that this has been paid, yet Chrysler Capital refuses to resolve the issue and now has incorrectly and fraudulently if not improperly reported the account as delinquent. 

I have attached a copy of the lease payoff letter along with a copy of the cashed and endorsed check. I am happy to provide a copy of my bank statement if someone contacts me personally but for personal protection reasons I do not want to submit online at this point.

Company response to consumer: Closed with explanation