Consumer complaint received 2017-12-29
Company: Santander Consumer USA Holdings Inc.
State: CA
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:
To CFPB, The actions of Santander Consumer USA have been in my view criminal. I was made the executor and administrator of my fathers estate by the State of California. All I am asking for is the title to my fathers vehicle, any over payments and to put this situation behind me. Please help CFPB. 
I have been my fathers legal XXXX and in charge of his finances since XXXX of XXXX til his XXXX in XXXX XXXX. Because of the seriousness of his illnesses I helped my father set up automatic payment plans for all his financial obligations which included Santander Consumer USA. Due to my fathers declining condition I spoke with XXXX XXXX on XXXX/XXXX/XXXX from Santander and have a paper trail that my fathers financial obligation to them was fulfilled on XXXX/XXXX/XXXX as per the agreement XXXX XXXX from Santander Consumer emailed me. 
Since my fathers XXXX every call to Santander has been a multitude of excuses on why they can not send me the title. They either have to talk with someone who never happens to be there or another dept to get approval and return my call which never happens. Depending on who answers my call from Santander they also use the excuse of not being able to talk with me about the account. They have had my Power of attorney paperwork on file and have communicated with me for years prior to my fathers XXXX. I had to give up out of frustration, grief and life. 
So last week, I decided to give another attempt on XXXX/XXXX/XXXX hoping. I spoke with XXXX XXXX, he said that he would be able to help me with the title if I sent him the proper information that day. I reminded him that they should have a copy of my Power of Attorney on file. I emailed him my fathers XXXX certificate and XXXX from Probate Court showing I am the administrator of my father estate. On my return call he said the individual was not in the office to approve the release of the title and that another dept would need to approve the XXXX. He said that I would need to wait 48hrs before calling back. 
On XXXX/XXXX/XXXX 48hrs later I spoke with XXXX XXXX and he said that he could not release the title because there was a balanced owed. I could not believe what he was saying. I asked if he could send me a statement, he said that he could only give it to me verbally over the phone! I questioned how a bank could want to collect from an account without a statement and only verbally give it to me information over the phone. He asked if I had any Santander statements from my fathers account and I told him NO to see what he would do. 
He emailed me a balance of {$8000.00} dated XXXX/XXXX/XXXX as if my father did not pay a dime of {$6000.00} from the original agreement. At the time I spoke with XXXX XXXX on this Settlement Agreement Offer. He agreed to give us the title after the payments were made. I do not understand how rationally they think they can keep receiving payments on a car purchased 12 years ago. XXXX XXXX thought I was completely in the dark and would be able extort my money from my family. This company is a step below street mobsters and loan sharks. 
Please CFPB let me know if you will need any other information, I didnt want to attach 4yrs of statement but if you need them let me know. See attached : 1 ) Settlement Offer Agreement-Payment Plan dated XXXX/XXXX/XXXX emailed by XXXX XXXX from Santander Consumer USA about the conversation I had with XXXX XXXX on XXXX/XXXX/XXXX 2 ) Bank statements and email verification showing payments were made according to the agreement, last payment made fulfilling financial obligation on XXXX/XXXX/XXXX, I also see a payment made after they were paid in full on XXXX/XXXX/XXXX 3 ) Fathers XXXX certificate and XXXX showing I am the executor and administrator of his estate. 
4 ) Statement from Santander trying to get my family to pay again even though we have already paid in full in the amount of {$8000.00}

Company response to consumer: Closed with explanation