Consumer complaint received 2022-10-20
Company: SANTANDER HOLDINGS USA, INC.
State: PA
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Managing the loan or lease
Sub-issue: Billing problem

Complaint:
My family moved from XXXX XXXX XXXX in XX/XX/XXXX. Once we obtained our XXXX  drivers license, we requested XXXX  DMV file a State Change Request and gave the DMV the contact information for Chrysler Capital. Based on conversations with the XXXX  DMV, the DMV faxed the request to Chrysler Capital on XX/XX/XXXX. 
On XX/XX/XXXX, the DMV informed me they had not received the title from Chrysler Capital and requested I follow up with them. I called Chrysler Capital, as requested, at which point I was told that they had mailed the title to the DMV on XX/XX/XXXX via standard mail via the US Postal Service and had not addressed it to the attention of the appropriate party, as requested by the DMV. Further, they were supposed to XXXX  the title, rather than mail it, and obtain appropriate tracking information. The did not do this. 
After notifying the DMV to inform them they mailed, instead of XXXX the title, the DMV told XXXX they would need to wait until it was received and processed ; at which point, we could register our truck. 
On XX/XX/XXXX I called to follow up with Chrysler Capital as the DMV had still not received the title. At this point I spoke with XXXX in the title department ( employee ID # XXXX ) who stated that they, had in fact, never received the title from the XXXX  DMV and were still waiting for it, contractdictory to what I had been told on XX/XX/XXXX when they said they had mailed it. 
I asked how this was possible, as I was told it had been mailed on XX/XX/XXXX but she stated they had not requested the title from XXXX  DMV until XX/XX/XXXX so there was no way it could have been mailed as it typically takes Chrysler Capital XXXX weeks to receive the title from the XXXX  DMV after a request. 
I asked for a manager, and was told that no one was available ; therefore, they said they would have one call me back to confirm what I was told was accurate and hopefully expedite the process. I never received a call back. 
On XX/XX/XXXX, I called Chrysler Capital again and spoke to XXXX in the customer service department ( employee ID # XXXX ) ; XXXX stated the title was being converted from electronic to paper and it will take another 2-4 weeks to be transferred to the title department. I told him I'm getting the run around and every time I call, there seems to be a new story. He transferred me to XXXX I the title department ( employee ID # XXXX ) and he confirmed the notes that XXXX had made the request for a manager to follow up with me but nothing had been done after that. He recommended that we order a duplicate title as clearly the first one is not coming. I asked if there was any cost to this and he stated no cost to me and to allow 15 days to process this. He got manager approval while on the phone to order the duplicate. In the meantime, our XXXX  Registration has now expired on the vehicle as of XX/XX/XXXX. 
I called Chrysler Capital again today, XX/XX/XXXX, to see where the title was has now been over 15 days and spoke to XXXX in customer service ( employee id # XXXX ). He stated that I need to allow more time and to wait. I asked to speak to the title department as its been months now with no title and now an expired registration tags on our truck. He transferred me to XXXX in the title department ( employee ID # XXXX ) who looked into the notes and stated she saw the original request was sent on XX/XX/XXXX and that XXXX  DMV had mailed it to them on XX/XX/XXXX but they had never received it. The XXXX  DMV does not send titles in the mail with any tracking capability, so they do not know where it went. Now that we have requested the duplicate title, Chrysler Capital will, A ) have a third-party company handle it for them, B ) Said third party will supposedly XXXX the title to Chrysler Capital once received who will then C ) XXXX it to PA DMV. She asked to allow more time. I asked if anyone could follow up with XXXX  DMV and see where the title is or if it was sent and she stated it's with the third-party and they have no control over that. I asked for someone to follow up with me as I have to keep calling over and over with new stories each time I call. She stated she can put in a request for someone to call me weekly with updates. I reminded her that I had done that before and no one ever followed up. She apologized and stated all she could do was put in the request. 
It should be noted, when we put in a similar state-change request with XXXX for XXXX other XXXX vehicles, we called on XX/XX/XXXX and PA DMV XXXX XXXX title on XX/XX/XXXX. I find that Chrysler Capital is quick to blame everyone else on why this has not been resolved. We have no recourse and are concerned if this matter is not handled promptly, we will not be able to register our vehicle and will have no choice but to give the vehicle back in lieu of repossession as we are currently upside-down in the loan and have no way to refinance it. We are current on our payments and intend to remain current ; however, at this point, it seems unknown whether we will ever be able to register our vehicle.

Company response to consumer: Closed with explanation