Consumer complaint received 2025-07-21 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Problems at the end of the loan or lease — Problem while selling or giving up the vehicle
Company: SANTANDER HOLDINGS USA, INC.
State: PA

Complaint narrative:
I was a victim of XXXX  XXXX, under a valid unemployment claim and VCCO relocation support, doing everything I could to stay compliant. Chrysler Capital failed to notify me of any insurance issue and kept accepting my payments. Now Im being punished for something I didnt know and that they were supposed to flag. I want accountability, correction of my record, and consumer protections. 

chrysler capital still has not replied and continue to send me generated emails and texts about surveys and my missing car payment On Tuesday, XX/XX/XXXX, Dear Chrysler Capital Customer Service, I am contacting you regarding myauto loan accountfor XXXX XXXX XXXX to report a serious issue involving my insurance coverage and XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX 
XXXX XXXX XXXX, I switched my insurance from XXXX to XXXX XXXX and disclosed during the policy setup that the vehicle is financed XXXX XXXX. However, XXXX XXXX : * Failed to include the requiredcollision and comprehensive coverage * Failed to listChrysler Capital as the lienholderon my Declarations Page * Failed tosubmit proof of insuranceto your office, leaving my loan file to reflect the outdated XXXX policy Additionally, I receivedno notification or warningfrom Chrysler Capital that a valid policy or lienholder record was missing. This shared failure to verify and communicate the status of my insurance coverage resulted in a devastating consequence. 
XXXX XXXX, XXXX, my vehicle wasinvolved in a total-loss accident, and I was devastated to learn I had no claim protection due to XXXX XXXX XXXX XXXX I have since filed a formal complaint with them and with XXXX XXXX XXXX XXXX XXXX XXXX ( Complaint # XXXX ) urged by your online help form I respectfully request the following from Chrysler Capital : XXXX. Confirm that no lender-placed insurancehas been or will be applied to my account. 
XXXX. Ensure that no negative activity is reported to credit bureausrelated to this coverage issue. 
XXXX. Allow time to resolve this directly with XXXX XXXX, as I am actively working to secure retroactive correction and compensation. 
XXXX. Acknowledge that both XXXX XXXX and Chrysler Capital share responsibilityfor failing to detect, correct, or alert me to the missing full coverage and lienholder designation. 
XXXX. Evaluate my eligibility for compensation or account creditdue to the hardship caused by these oversights. Had I been informed that no valid insurance was on file, I would have corrected it before the loss. This omission has directly contributed to my financial and transportation hardship while caring for mytwo-year-old child. 
I want to clearly state that I amnot at faultfor this policy failure. The responsibility lies with XXXX XXXX for failing to follow proper insurance procedures, and with Chrysler Capital for not identifying and alerting me to the missing documentation. 
I respectfully requestwritten acknowledgment of this matter within XXXX business days, including confirmation of my account status, lienholder record updates, and the review of my compensation request. 

I acted in good faith by securing a policy, disclosing my loan, and paying all premiums. Attached are the following : * My XXXX XXXX Declarations Page, showing no full coverage and no lienholder * My official insurance ID card, confirming the policy was active * My formal complaint package, submitted to XXXX XXXX and regulators Please flag this account as part of anactive insurance dispute, and confirm XXXX penalties, repossession activity, or credit damagewill result while this is being resolved. 
Sincerely, XXXX XXXX XXXX Account # XXXX

Company response to consumer: Closed with explanation