Consumer complaint received 2022-06-28
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: Problem with paying off the loan

Complaint:
XXXX XXXX XXXX XXXX XXXX, Santander Consumer USA failed to explain to me and I think this is immoral and against the law but what they said to me was on XX/XX/XXXX my remaining account balance was {$6300.00}, but the payoff amount announced as {$6200.00} which today they have no record of the system reporting ( conveniently ). So the reason for the difference was if I had send them a total amount via debt card that day of {$6300.00} we would have been all squared away, But they have a system that allows for the prompt to tell the customer a different amount ( lower ) that is not matching with the balance on the account owed which is obviously what they are fixated on. I'm convinced that even saying to me that they have a 15-day payoff amount it's actually not that and again they are trying to spin their scammy ways forcing the customer to pay all the unpaid interest on the account ( another way for them to take advantage of their customer using simple interest methodology. They repeatedly told me that we wrote down the wrong amount which should have been {$6400.00} not {$6200.00}. The facts are I called the number for a payoff amount on Thursday the XXXX of XXXX and the prompt at that time said the payoff amount is {$6200.00} and it's good until XX/XX/2022. I went to XXXX XXXX XXXX to refinance and the teller asked me to make sure. We called together and all three of us me the teller and my wife heard exactly the same number and day honor till which was {$6200.00} good until XX/XX/2022. and so the payoff check of {$6200.00} was cut that day and send to Santander next day air.The next day Friday the XXXX I called Santander again to check on the payoff amount and the prompt then said the payoff amount was now {$6400.00} and good until XX/XX/2022 Monday the XXXX I called to Santander to check to see if they were processing the check they received from XXXX XXXX XXXX and they said they received the amount and will process asap and that it could take some time. That whole time no one from Santander told me I would be short {$140.00}. They said I would pay off once the check was processed. Today Tuesday the XXXX I called Santander and they said they processed the check however it was not enough to zero the loan out. and I owed {$140.00} because my account balance was higher that the payoff amount? What?! This is what a payoff amount is supposed to be " an honored mount with allocated time it is good for. To which I paid this overwhelming additional amount of {$140.00} using a debit card today with and extra service charge on the phone with Santanders automated billing service .I am so outraged that Santander XXXX forcing me to pay additional interest on top of a payoff amount promised to be good until XXXX. They are not trust worthy and in my mind thieves and scammers and fraudsters. In addition to having to pay a lot more to Santander then asked to pay Santander is are now not apologizing for the mixed total payoff numbers and putting the blame back on me and the teller saying that we did not write down the information correctly on the XXXX. 

All of this is adding up to keep me trapped with Santander. 

Last year in XXXX I tried to refinance the same vehicle and Santanders title division purposely sent a XXXX and white copy of the original title to CA XXXX to turn it into California title. Just to delay refinancing and time out my refinancing application while paying them interest after interest payments and they will do anything to keep the customer paying Santander Even worse It took 3 months more for Santander to realize that they never actually sent the hardcopy title to California XXXX. In 2022 I had to repeatedly call for Santander to do the right titling process and had to wait 3-4 month s more for them to process the auto title to new state. 

Now that my title is ready for XXXX XXXX XXXX to do the refinancing Santander is coming up with multiple ways of trapping me with them and forcing me to over pay what I owe on my account.

Company response to consumer: Closed with explanation