Consumer complaint received 2021-04-16
Company: Santander Consumer USA Holdings Inc.
State: MO
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Problems at the end of the loan or lease
Sub-issue: Unable to receive car title or other problem after the loan is paid off

Complaint:
This is in reference to my attempts to receive a duplicate title to renew tags. 

XXXX : I paid my property taxes to take my current title that I received shortly after purchasing the vehicle to the DMV to update plates and was told I could not use my current title because it was repo. I called that day to my lender Santander Consumer USA and was like what do I need to do. Santander XXXX  reinstatement paperwork and I sent back all requested documentation XXXX the next day. I'm calling every couple of weeks to check on the process, they tell me their 3rd party has it ( I now believe is XXXX XXXX XXXX at the time I didn't know ). XXXX, XXXX, XXXX, XXXX still no title. I get pulled over in XXXX Not because of a moving violation, but due to my tags. That was XX/XX/XXXX. I called my lender after receiving a ticket and asking where is my title?? 

So was told, they don't know, they have their title team working on it. I told them my court date and demanded they send me a letter indicating that it is not my fault I don't have a title. I received a " STATEMENT OF FACT '', stating when that I filed my paperwork on XX/XX/XXXX to have the title flipped back in my name, " due to an error by our title vendor they misplaced all her paperwork and is causing a delay for us to get a title flipped back into her name. As of XX/XX/XXXX, we have resent paperwork to the customer to start the process to have the Missouri title in their name. '' Dated XXXX XXXX statement of fact - just explained reinstatement paperwork was sent AGAIN to the vendor with a tracking number on it, that was signed XX/XX/XXXX two days before the court ( 12/18 ).

Court : Guilty with an explanation. Provided judge with the two notarized statements of facts and he dismissed my cause because we all believed I would have my title soon. Without those letters, I could have fees to pay. 
By the end of XX/XX/XXXX, still no title! No one can find the paperwork AGAIN! I had to do it again a third time!! By this time I am upset!! My stress level and anxiety have gotten so bad due to this situation. I'm consistently looking over my shoulders. Got pulled over again on XX/XX/XXXX nonmoving but tags! I have a court date of XX/XX/XXXX. I demanded they send me another statement of fact in case I don't have a title by then, GUESS WHAT STILL NO TITLE. They refused to send me one and said I should have my title before then and if I don't they will send me one, STILL, DON'T HAVE A TITLE OR A STATEMENT OF FACT LETTER. XXXX I was told by the XXXX XXXX XXXX XXXX that they sent a title to the lender on XX/XX/XXXX. The lender says they don't have anything. XXXX XXXX XXXX says yes they do, lender, no they don't. XXXX XXXX said we were told to send the title to XXXX XXXX XXXX and Santander. I called XXXX XXXX XXXX in XXXX and they had no record of my title. 

Current Day week of XX/XX/XXXX : Lender vs XXXX XXXX XXXX XXXX : XXXX XXXX XXXX  XXXX gave me the title number lender needed to look up. The lender representative tried to fight with me that she looked it up by name, no title found. I tried to tell her the title might be listed under my previous married name, she didn't bother, rather got an attitude ( this was all this week. ). I called XXXX XXXX back explained to the rep, they looked up the title no record of having it in the system. The representative from the XXXX XXXX XXXX XXXX started sighing on the phone as if she wasn't trying to hear what I was trying to explain to her. When requested to speak to a supervisor she refused, said she could not transfer me, took my number down for a supervisor to call me two laters no one has called. Both parties are telling me completely different things and I have had it.

Company response to consumer: Closed with explanation