Consumer complaint received 2020-08-31
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:
Continuation of XXXX with new information. Chrysler Capital 's negligence and unwillingness to help such a simple issue is astounding. Basically, they can't answer any questions I have about numerous inconsistencies surrounding their auto-pay registration and the subsequent online billing/notifications/etc. - however know unequivocally they aren't at fault. Speaking with their reps is at best condescending and at worst flat out impossible as they loop back to the same tired narrative of " you should know ... '' Auto-pay was setup on my side, they claim I should have known I didn't receive an email stating it was setup. However they also claim they won't send an email if it didn't go through (XXXX ). The account had a double payment setting up the auto-pay on XXXX however they claim this in no way shows my attempt to setup auto-pay and stated perhaps there was a bank issue. Knowing that is not the case I phoned my bank who confirmed and also stated they field questions about Chrysler Cap. often - which matches my experience from other parties as well. Chrysler Capital uses XXXX XXXX for payment processing which has countless documented issues, yet CCap will inform you they are absolutely not at fault. 

CCap can't answer any technology question surrounding all of the supporting evidence to my claim regarding they are at fault for not completing the auto-pay and instead simply state back it is my fault. You can't setup auto-pay via a rep on the phone, you can't get into the auto-pay online in any capacity except a single button to enter and it would be almost impossible for a consumer to XXXX this up. CCap also didn't ever ping the bank account and didn't send me any electronic information in any capacity until this Tuesday including a payment conf. from end of XXXX. When asked about these inconsistencies they won't answer, but instead claim you can go online to see billing statements. Again, not the issue - they will not address how all of this supporting evidence shows the auto-pay and correct the XXXX late payment they reported, but instead continue to say " you know you had to pay ... '' It is infuriating to speak with anyone in this company - they also claim they don't do " courtesy '' adjustments to the credit bureaus. This is not a courtesy request, this is absolutely obvious the auto-pay was selected via their website and they are at minimum partially if not wholly at fault for a variety of complimentary reasons. Instead, they continue to condescendingly claim I should have known I had to make payments ... ( XXXX XXXX XXXX ) not the issue! When asked for further supervisors they blind transferred me into a VM. Awesome. When asked to have this investigated ( rep couldn't answer technology questions ) by tech she vaguely said they could look into it. When asked about response time, how that inquiry would be handled, etc. - just same tired brush-off line " I will ask them to look into it ... '' We ALL know what that means. 

Chrysler Capital 's own reps state and know the system they have is far from customer friendly. Their system limits customer input and locks customers out for a variety of reasons as well ( can provide facts around this ) and otherwise forces them into a pay for convenience feature if you don't interact perfectly with the limited website functionality. Calling their reps is a disaster and therefore the fees generated by forcing customers into the pay portion of the funnel also demands CFPB investigation. It is obvious to me there are a lot of things wrong with this company. 

CCap must retract in writing and correct any/all credit late reporting on this account. That much is the least they can do. Further, it should be investigated how the late fees and penalties are assessed on a enterprise level. After discussing this with many parties it seems where there is smoke there is fire. 

I offered CCap the opportunity to make this correction multiple times, but instead they want to argue semantics or take the disputed claims off track entirely by answering issues I don't even have nor have asked about. Evasive at best, flat out perpetuating a fraud at worst. It is clear the CSR 's have no ability to make any meaningful resolution and instead say " someone will call you back in 48-72hrs '' for virtually any question. This is beyond unacceptable and those calls don't always come ( prev. personal experience on this very account ). 

So, again, CCap needs to correct the credit reporting issue they caused by their online auto-pay registration system issues ( even as they say they see no issues ) all supporting evidence clearly shows the intent and opportunity was there and I absolutely interacted with the system. No emails or notifications in my online portal to say otherwise, no billing statements sent to me other than this week ( which they deny, conveniently ) to state otherwise, and no answer of any kind to the rampant inconsistencies they show in the portal, online system tracking, and my own emails received from them. Simply " not our issue. '' CCap needs to own up as it is clear they are not innocent in this issue. They must retract the credit reporting lates their system caused and that can not be remedied or any answers received by them.

Company response to consumer: Closed with explanation