Consumer complaint received 2017-11-09
Company: Santander Consumer USA Holdings Inc.
State: NJ
Product: Vehicle loan or lease
Sub-product: Lease
Issue: Getting a loan or lease
Sub-issue: Problem with signing the paperwork

Complaint:
On XXXX/XXXX/XXXX, I purchased a XXXX XXXX XXXX with XXXX XXXX. I was told I would be receiving my welcome packet in the mail from Chrysler Capital financial and my traded in vehicle a XXXX XXXX XXXX would be paid in full. Days and days went by with nothing in the mail and a late fee hitting my account for my XXXX XXXX that still was not paid off. I called XXXX XXXX who was less than helpful and was told that I should be receiving the welcome packet in the mail any day now and that my previous car loan could call them if they had any questions regarding my purchase however they will be receiving their check any day as well because the bank has all the paperwork at this point. Several more days went by and still no welcome packet in the mail and still my previous auto loan was not paid off as I am receiving daily phone calls from XXXX XXXX in reference to my loan being late. Several more days went by and I called for a third time on XXXX/XXXX/XXXX and after it was looked further into because the finance XXXX could not understand what was taking so long I was told I would be getting a phone call back by XXXX which never happened. I called again on Friday XXXX and was told the person who was working with me was scheduled off and could not speak with him until he returns to work. I called again on Monday XXXX/XXXX/XXXX and was told by XXXX XXXX who was back to work that his bank rep was still looking into the problem. At this point my temporary tag on my new vehicle is expired by three days and when I brought it up I was told just pay the ticket and you will be reimbursed. Then I received another email from XXXX XXXX on XXXX telling me that the problem was still being looked into and now I need to come back into the dealership and resign all new paperwork because my first contract was apparently lost somewhere and nobody can locate the original paperwork. Nobody ever reached out to XXXX XXXX my previous auto loan company to fill them in on what is going on and I am still receiving daily phone calls from them in reference to my payment being late. On Friday XXXX I went back to XXXX XXXX and had t resign a new contract which was dated XXXX and when asked about it they said it is supposed to be that way. I was told prior to leaving that since my first contract was lost somewhere this contract would be expedited through the process and my previous loan through XXXX XXXX would be paid off without a doubt by XXXX so that my payment with them does not reach 30 days past due which at that point makes my payment late and reported to the credit bureaus. I called again on XXXX and was unable to get a hold of anyone from finance. I asked to speak with XXXX XXXX who was off and XXXX XXXX who is another finance XXXX would not come to the phone to answer my questions. As of the time and date of this complaint I am still waiting for my welcome packet from Chrysler Capital, Still waiting for my registration and inspection which is now XXXX weeks expired, and still waiting for my previous auto loan through XXXX XXXX to be paid off which is going to be reported as a late payment to my credit.

Company response to consumer: Closed with explanation