Consumer complaint received 2020-09-09
Company: Santander Consumer USA Holdings Inc.
State: TX
Product: Vehicle loan or lease
Sub-product: Lease
Issue: Managing the loan or lease
Sub-issue: Billing problem

Complaint:
Ongoing issue w/ previous CFPB complaints. Chrysler won't answer the actual question/issue, but instead goes back to their talk track. 

Chrysler Capital is out and out lying and I can prove it in a variety of ways. In their response they claim no records of anything, but also won't answer any questions and have NEVER called me back despite multiple attempts. How do you even explain that let alone allow it to happen as the CFPB or even as Chyrsler Cap. Multiple messages to XXXX XXXX ( 2x ) along with other reps saying they would put in a ticket to " research my technology questions and someone will get back to me. '' Furthermore, all anyone needs to do is listen to the call I had with the rep XXXX XXXX XXXX from the executive office in which she said many ridiculous things, but chief amongst them was telling me I should have known I wasn't enrolled successfully in auto-pay because I didn't get a confirmation email. Obviously ridiculous because you don't know to expect something if they don't say it ( which it doesn't in the online portal ), however here is the absolute indisputable fact. According to Chrysler Capital 's own response to the previous complaints in this chain they note I have now enrolled in auto-pay. Well. I didn't get a confirmation email ... have them produce one. Have them show in ANY manner something they are saying is actual accurate. Have them produce said email - have them show the code, have them show the sent tracking, receipt, click through, etc ... ... ... ... ... ... ..ANYTHING other than them just saying over and over again they aren't at fault. Pretty easy to say you aren't at fault when you don't answer any questions. So, again, XXXX stated multiple times I was at fault because I didn't get the confirmation email stating I was auto-enrolled as if that was the deal breaker. She said if I could produce that email this would all go away ... fast forward to now and one of two things is factual : 1. XXXX/others/CCap are absolute liars and are perpetuating a fraud or a faulty system. My own banker at XXXX XXXX said she is well aware of Chrysler Capital " issues. '' 2. XXXX/CCap is truthful and this is proof their system DOES NOT operate how they think or say it does which means my " story '' checks out yet again and it is not something I did, but rather their system got wrong. 

Listen to the call, it's about an hour - only one time I spoke to XXXX in the executive office from ph # XXXX ... I listen to calls all day and am in finance, this is a call the CFPB should listen to. She clearly states I should have this confirmation if I successfully enrolled. Now, Chrysler is saying I successfully enrolled themselves even, yet this one elusive email that would prove my statement doesn't exist still. Very convenient. 

No statement or regurgitation of their random facts around this issue can take from the point. They can not prove or even somewhat justify their handling of this issue and previously said I would have to " subpoena '' what I am asking for ... odd path to go down if you are truly looking to " help '' figure something out. Also, they can not produce any of the mail they state I got, have my email, etc. - just a very convenient story all around on their part. 

Simply state - they are absolutely caught dead to rights now and only one of the two options above are logical.

Company response to consumer: Closed with explanation