Consumer complaint received 2022-03-03
Company: Santander Consumer USA Holdings Inc.
State: RI
Product: Vehicle loan or lease
Sub-product: Lease
Issue: Managing the loan or lease
Sub-issue: Billing problem

Complaint:
On XXXX I went to a XXXX dealership and turned in my XXXX XXXX XXXX XXXX. The dealership called Chrysler Capital for a payoff inclusive of all taxes and fees. The dealership and myself both spoke to Chrysler Capital and obtained the payoff. A check was sent for the full payoff amount. 

The next day on XXXX my autopay set up with Chrysler Capital pulled out {$430.00} ( as it was my normal car payment ) and they now had this on top of the full payoff that was sent. 

I called Chrysler Capital and asked when I would receive the overage back and they told me that I had to wait at least 90 days and that I would receive that overage by XXXX. ( This should all be recorded as it was phone calls to their direct agents ) When XXXX came and my account still had not been closed I called and was told that due to car taxes that came in they used the {$430.00} towards that. They advised there is still a balance on my account ( {$54.00}. ). I advised them that when I logged in none of this showed to me. I advised to them that the last statement on my account was from XX/XX/XXXX. I let them know my account was showing as " past due '' even though the vehicle had not been in my possession since XXXX and that a full payoff had been received by them in XX/XX/XXXX. The agent advised me that they would send me an updated invoice by mail. 

The invoice never came by email or mail. I called again and once again requested. I still did not receive the invoice. The account status still showed the same thing. I then received an email from XXXX with an attachment ( XXXX ). The attachment showed a tax bill from my town but still did not show any detail at all of what I owed to Chrysler Capital. I responded to the email and advised I still needed a final invoice for the amount they are stating I owe. The employee never responded. 

Since XXXX I could not tell you how many times I have contacted Chrysler Capital requesting to get this taken care of. I have requested to speak to a supervisor each time I have called or emailed in ( yet a supervisor has never called me or gotten back to me ). Each time I am promised an invoice will be sent to me. The final invoice still has not been sent. 

One recent example in the many phone calls placed over and over was on XXXX. I asked to speak to a supervisor and the agent said he would take care of it. I let him know I had just called the week before and was told the same thing. He continued to state I owed {$54.00} but that the reason I can't see that online is because " of a glitch in their system ''. I told him this account needs to be closed and I even offered to make that payment on the phone and he would not take it. He told me he would put in a request to have that final invoice sent out and I would receive it in the mail. He also told me for my peace of mind he was going to schedule a follow up call for one week out. He even went as far as to say that the follow up call would be in the morning hours. That was two weeks ago now and no invoice ever was sent, and no follow up call ever came. 

Keep in mind I have also emailed the contact 9 times since XXXX ( XXXX ) and never once has this employee responded to me personally as requested. I have even stated to this employee if you can't respond please have a supervisor call me. No response. On XXXX this employee sent the exact same tax bill ( As sent in XXXX ) and still not a final invoice showing anything about {$54.00}. 

I have used the online chat portal twice in the last week and requested to have a supervisor reach out. Instead the agent stated that " an invoice was sent on XXXX '' and then closed out the chat. ( I have a record of this if needed ). That information is false and an invoice has never been sent. 

Chrysler Capital is continuing to state that I owe a balance on my account but has yet in 7 months been able to provide me a final invoice showing this charge via physical mail or on my online account. There is no where to even make this payment online as it shows my normal car payment from back in XXXX and " Past due ''.

Company response to consumer: Closed with monetary relief