Consumer complaint received 2021-08-25
Company: Santander Consumer USA Holdings Inc.
State: FL
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 purchased a new XXXX  XXXX XXXX on XX/XX/2021 from a dealership in XXXX FL. After a long day and a long drive home, I did not fully review the documents, but did the next morning and realized they had added {$3600.00} in extended warranties and maintenance contracts to my loan without discussing them with me. This was quickly remedied with the dealership on XX/XX/2021, and Chrysler Captital where the car was financed, and they credited my account for that amount on XX/XX/2021. 

In the meantime, I refinanced the car with my bank at a lower APR with the payoff amount given to me by Chrysler Capital and they credited my account as paid in full on XX/XX/2021, still. They then, after the loan is paid in full, proceeded to withdraw a payment from my checking account on XX/XX/2021.Since then, I have been trying to get the refund of the extended warranty charges and the payment they withdrew from my account after the loan was paid in full. 
I called them on XX/XX/2021, inquiring when they were going to send my money that they were holding. They told me they needed to wait 30 days to make sure my bank didnt cancel the check that paid off the loan. I waited. On XX/XX/2021 I received a notification from my bank ( XXXX XXXX XXXX XXXX ) that they had received the title from Chyrsler Capital, so I knew they felt confident the check was going to bounce. I called them again, asking when I would get my refund ( s ). I was told the checks for the Payment was mailed on XX/XX/2021 and the check for {$3600.00} was mailed on XX/XX/2021. Again, I waited. Note, I have USPS Informed Delivery, so I get an email each morning with a picture of each piece of mail to be delivered that day. On XX/XX/2021 I received the {$400.00} for the payment withdrawn from my checking account. Though the check is dated XX/XX/2021, the envelope is dated XX/XX/2021. I called again and was transferred to XXXX in the Executive Branch. I requested that the other check be cancelled and a new one issued with tracking. She said they normally like to wait 30 days for mail to get from XXXX TX to XXXX XXXX FL. It only took 3 days ( including a Sunday ) for the other check to get here. 
I called XXXX XXXX, specifically the Executive Branch where XXXX had called me from and ask the status. I was told that the original check for {$3600.00} had been canceled and XXXX would call me with the tracking number for XXXX Tracking. I waited until XX/XX/2021 and called again. I was told it would take a few more days for them to cut the check, then write envelope. I spoke with XXXX and could not get anything more than a few more days. 

At this point, I dont believe a word they say. They have been holding onto MY money, accruing interest that they will keep and Im losing interest I could be making. It has been 68 ( SIXTY EIGHT ) days since my loan with Chrysler Capital has been paid in full. It has been 42 days since my bank ( XXXX ) received the title from Chrysler Capital. Im over their untruths. I want to know how long they are allowed to hold and earn interest on my money! Please.

Company response to consumer: Closed with explanation