Consumer complaint received 2023-03-17
Company: SANTANDER HOLDINGS USA, INC.
State: MD
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:
I am

having trouble receiving my GAP insurance refund after paying off my vehicle from Chyrsler Capital and the XX/XX/XXXX. I paid my vehicle loan off on XX/XX/XXXX.

I received a letter from XX/XX/XXXX XX/XX/XXXX( dated XX/XX/XXXX ) that my Total Loss Protection Product was cancelled and that a pro-rata refund would be sent by my dealer directly to me. In addition, the letter stated that if I did not receive my refund within the next 30 days to contact their customer service department. 

I contacted XXXXXX/XX/XXXX customer service number and was told to reach out to the dealership to make them aware of the issue. I then contacted XXXX XXXX XXXX XXXX XXXX XXXX via phone and was told that I could come in and get my refund processed. I completed paperwork with the dealership in XX/XX/XXXX, was told that the paperwork would be sent to Chrysler Capital and that I should receive a check in 30 - 45 business days. Unfortunately I lost the paperwork that I filed out with the dealership. 
I also contacted XXXX XXXX to confirm what was told to me be the dealership. Their customer service person told me the same thing. 

When I did not receive my check by XX/XX/XXXX, I contacted Chrysler Capital again. I was told that the refund check was still processing and that they had delays due the disaster that occurred in California and to call back in XXXX if I had not received anything. 

I called Chrysler Capital again on XX/XX/XXXX and was given this number ( XXXX ) to call for follow-up. When I called that number, it was disconnected. I called Chrysler Capital again. Customer service rep - XXXX XXXX stated that he reviewed the refund database and a check had already been issues back in XX/XX/XXXX, the amount was a little over {$680.00} and was sent via USPS. I informed him that I never received the check. He sent an email to the accounting department to put a stop payment on the check and reissue another one. I requested that the check be sent via XX/XX/XXXX due my inconvenience. He said that he did not have the capability to do that and referred me to a manager. 

The manager, XXXX, asked me had I checked my banking account to see if I cashed the check. I told him that it wouldn't make sense for me to look at my bank account if I never received a check. XXXX stated that there was nothing he could do and did not see how Chrysler Capital was at fault. I explained that I contacted Chrysler Capital numerous times and was not told until XX/XX/XXXX that a check was ever issued out because none of the customer service reps other than XXXX XXXX looked at the refund database. XXXX stated that he would have to change my account status from archived to active to have the executive offices look at the issue. The call was disconnected abruptly and XXXX made no attempts to call me back. I called Chrysler Capital again and was told that all of the managers were unavailable and to call back tomorrow. I requested to put in a complaint. The complaint was noted on my record and I was told that I should hear from someone in their corporate offices in 24 - 48 business hours. 

I called back the next day ( XX/XX/XXXX ) and was told that there was nothing that anyone could do and that they did not have a contact number to give me for their corporate office. 

From there, I called XXXX XXXX XXXX XXXX XXXX XXXX 's finance department for additional assistance. XXXX ( contact number - XXXX ) stated that he would look into the matter to see if he could expedite the process and he would call me back later during the day with an update. I never received a call back from him. 

Today, XX/XX/XXXX, I received a voicemail message from XXXX XXXX of the Executive Offices of Chrysler Capital to assist with resolving the issue and left the customer service number XXXX. When I returned the call, I was transferred to the executive office ( something I was told numerous times they could not do ). I spoke with another person ( I did not document their name ) and was told that a new check would be issued out on XX/XX/XXXX that I should received within 14 business days per their local post office. I made him aware of everything that has happened thus far and my concerns about the check being sent by regular mail. He stated that if I did not receive this check in 30 days I should call back and only then will they overnight me the check. I requested to speak with someone above him and was told that there was no one else to speak with - again. I requested that XXXX XXXX ( the person that left me the voicemail message ) give me a call back. He said that he will send him a voicemail message.

Company response to consumer: Closed with explanation