Consumer complaint received 2021-05-25
Company: Santander Consumer USA Holdings Inc.
State: CT
Product: Vehicle loan or lease
Sub-product: Lease
Issue: Problems at the end of the loan or lease
Sub-issue: Problem while selling or giving up the vehicle

Complaint:
Hello, I returned my lease of a XXXX XXXX XXXX XXXX XXXX on XX/XX/XXXX. The leasing company is XXXX XXXX XXXX XXXX, XXXX XXXX XXXX XXXX XXXX, XXXX, TX XXXX Account # XXXX. My leasing company is stating I owe a {$390.00} return fee which I believe I already paid. I believe they have payments posted incorrectly or in an escrow account that they aren't applying correctly. I paid all my payments plus the return fee in XX/XX/XXXX. Their system is horrible & I can never speak to the same person & every person I speak to just tells me I owe the money. They want to go over what was posted when but they also don't post things correctly. They send me an itemized list but when I call they can't review the list with me because they said it was sent by someone else & I can't talk to that person & they can't see what was sent to me. Its a vicious cycle. The most recent statement online and the last one I received stated I only owed {$460.00} for taxes which I paid & the payment was posted on XX/XX/XXXX. When I call they say well that was posted to the return fee so you still owe the taxes. 
I asked the leasing company for the following information : 1. My contracted amount for the whole term of the lease ( I have this amount but I want to make sure they have it noted correctly in their system ) 2. The total amount I paid from day one to today. ( At the signing of the lease I had to pay the first months payment ) 3. The total taxes paid to my town along with copies of the tax bills from the town. They only provided me with only 1 statement from their system ( not the town bill ) for tax year XXXX. I tried looking on the XXXX XXXX XXXX XXXX tax data base online but there are close to 500 vehicles under XXXX Auto lease so I couldn't tell which is mine. 
4. The total and description of any other fees I owed or were charged.

5. A bill to accurately show what I owe because online doesn't show I owe anything. 
I requested this information numerous times to check their postings to what I actually paid but they won't give the totals to me. Basic accounting-I would like to take the totals from # 1, plus 3 & 4, minus # 2 ( my pymts ). That will tell me what I owe or what I overpaid. 
I have a bunch of files that they sent me that don't make any sense. I will send the attachments to you so you know what they are putting people through. The most ridiculous one is the itemized statement which has every dollar amount listed in the same column, there are no plus or minus sign anywhere. I added this column up and it was over {$100000.00}. It is ridiculous. The documents that I received from them via email came from XXXX I tried replying to the emails but the email doesn't accept emails. 
Also when I log onto my account online, the 1st screen says I have a past due monthly payment ( {$200.00} ), When I view the most recent statement it says I have no monthly payments due but it states I owe {$460.00} with no details. I will attach print screens so you can see. Also, I can give you my username & password so you can see for yourself. 
Please call or email me if you you would like for me to go into more detail & /or for my signon to Chrysler leasing system. 
Thank you, XXXX XXXX

Company response to consumer: Closed with explanation