Consumer complaint received 2023-12-13
Company: SANTANDER HOLDINGS USA, INC.
State: OH
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:
Chrysler Capital My husband passed away ( XXXX XXXX XXXX XXXX and was still paying for his XXXX XXXX. He put a lot down on it and had it mostly paid off and only owed around XXXX XXXX. The car was purchased for around XXXX and is worth much more since they are no longer making these vehicles. He financed the car through Chrysler Capital which we have used before. I received a letter from Chrysler Capital on XX/XX/XXXX dated XX/XX/XXXX and it stated that I had two options : One was to pay off the loan by calling them to get a payoff quote and the second option was for them to pick it up and sell it at auction. I wanted to take the first option otherwise I would lose a lot of equity since so much was paid already. I can pay it off therefore I called. 

I called on the date I received the letter which was XX/XX/XXXX. I was told by the first representative that there was a first deadline and it was XX/XX/XXXXXXXX  but they would extend it to XXXX. I never received any type of correspondence prior to the letter dated XX/XX/XXXX that I received on XX/XX/XXXX. I was not notified prior and would have had XXXX idea about this until the letter I received that was dated XX/XX/XXXX that I received on XXXX  This is the first date I would know any of this and this was the first communication from Chrysler Capital. They then told me I would need to fax over the Death Certificate and once they received it I could call and get the payoff quote but then the representative said that he was to transfer me to another representative to make sure he covered everything. The second representative then told me that he did not tell me everything and that I also needed an Executor of Estate Document from XXXX XXXX XXXX XXXX XXXX  and by XXXX or else I would lose the car. What?! First, I knew nothing about this until XX/XX/XXXX and the imposed deadline seemed unreasonable. But I faxed over the death certificate along with the will stating that I was the executor of my late husband 's estate, and I did this on XXXX On XXXX the documents were rejected by Chrysler Capital. The following Monday, I called Chrysler Capital and was told they would not accept the will it needed to be a court document. I called the estate attorney. He told me wills are not registered with the court in Ohio because it is not necessary or required. I mentioned to them that nowhere in any agreement did I understand nor my husband that this would be a requirement under these circumstances. The attorney mentioned that this was unusual. I called the dealership and they said they never heard of this. A will names the executor, and this is so that probate is not needed. I was told we had until XX/XX/XXXX. The attorney and court told me it could take a month or more to get an Executor of Estate document. Chrysler Capital would not extend the time. I have the money to pay the car and legally, by right of survivorship, I am the executor of my late husband 's estate regardless of what Chrysler Capital feels they need. 

Chrysler Capital is not working with either me or the attorney XXXX XXXX XXXX XXXX XXXX XXXX XXXX to extend deadlines or give out payoff quotes so that I can finish paying off the load and obtain the title. They have imposed deadlines that can not be met, and these documents should not be needed in the first place. It is like stealing the car and praying on widows to make money for themselves. They are also making it hard for anyone else to communicate with them besides myself and when I call, they shut the door on me. 

Chrysler Capital is unethical, unreasonable, and predatory because they did not send me communication before the letter on XX/XX/XXXX I received but made it sound like there was a previous deadline, they imposed unreasonable dates that can not be met and are pressuring everyone so that they can repossess a high-value car and make money on it for themselves. And, how did they find out my husband passed away? I did not call them. He died on XX/XX/XXXX and they mailed a letter out less than a month later and asked for documents that Anyone with a brain would know take longer than the less than a month that they gave us to gather. 

Previous investigations in other cases state the Chrysler Capital charged inappropriate fees, and repossessed vehicles in violation of the Fair Debt Collection Practices Act and there is at least one class action suit filed for robo calls. They are a spin-off of Santander which has purchased many other banks. If they manage to repossess the car, a mark will be on my report saying, previously had a car repossessed by us and would prevent me from using any XXXX of their smaller banks to finance a future car. And this would be through no fault of my own because we are working to do what is necessary regardless of their unreasonable expectations and I am still making a car payment even though they stopped sending statements. 

It is more than obvious that Chrysler Capital is purposely making it extremely difficult to pay off and obtain the title for the car. Chrysler Capital or Santander needs to be held accountable and stop its predatory, unreasonable, unethical behaviors. This in the dark ages, if they were reputable, they would not have to resort to these low ball means, ruining good people to make money for themselves.

Company response to consumer: Closed with explanation