Consumer complaint received 2026-03-09 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Managing the loan or lease — Billing problem
Company: SUNCOAST CREDIT UNION
State: NM

Complaint narrative:
I purchased a used vehicle in XX/XX/XXXX XXXX purchased extended warranties. Afterwards I decided I did not want the warranties so cancelled the warranties with XXXX XXXX. XXXX Administrators then issued XXXX refund checks XXXX XXXX ( my lienholder ). XXXX check in the amount of {$3300.00}, another in the amount of {$1300.00} XXXX another in the amount of {$2000.00}. These were mailed out on XX/XX/XXXX to XXXX by XXXX XXXX. XXXX checks were credited XXXX my loan account the XXXX for {$3300.00} XXXX {$1300.00}. The {$2000.00} refund was never credited XXXX my account. I therefore called both Suncoast XXXX XXXX Administrators XXXX was told I had XXXX wait until XX/XX/XXXX XXXX call back XXXX follow up. XXXX I called XXXX administrators and confirmed that all the refund checks were mailed XXXX XXXX on XX/XX/XXXX XXXX were all cashed by XXXX. They gave me the check number of the missing {$2000.00} refund which is check no. XXXX XXXX was endorsed XXXX cashed by XXXX on XX/XX/XXXX. I then called XXXX on XX/XX/XXXX and talked XXXX XXXX in the loan department she informed me they needed XXXX do further research regarding the missing {$2000.00} check XXXX it would take XXXX business days. I waited XXXX business days XXXX called XXXX back on XX/XX/XXXX XXXX spoke XXXX XXXX in the loan department. I XXXX again gave XXXX the missing check number XXXX information. She said I needed XXXX wait another XXXX days and call back. I then called XXXX back on XXXX and spoke XXXX XXXX in the loan department regarding following up on the missing {$2000.00} refund check. She informed me that they do not have the check XXXX for me XXXX follow up with XXXX Administrators. I therefore called XXXX administrators on XXXX telling them that XXXX can't locate the {$2000.00} check. They said they would look into it. Later in the day on XXXX I received a call from XXXX at XXXX Administrators because she tried contacting XXXX XXXX they would not give her any information regarding my account without my permission. So we called XXXX together. We talked XXXX the loan department who said that they can't find the check and for XXXX Administrators XXXX issue another check. GS administrators informed XXXX that they can't do that because XXXX cashed the {$2000.00} check on XXXX. XXXX then told us that we needed to be transferred to the insurance department but it was too late in the day XXXX for me to call back the next day. I told XXXX I would do that and let her know what I find out. I then called XXXX insurance services on XXXX XXXX times and was on hold for over an hour no one ever picked up. I did leave a message requesting a call back from someone and no one ever returned my call. I then tried to call XXXX at XXXX XXXX to let her know that I could not get in touch with XXXX XXXX services but had to leave a message for her to return my call as well. No one from XXXX or XXXX Administrators returned my call on XXXX. I then called XXXX insurance department again on XXXX XXXX was XXXX again put on hold with no XXXX picking up so I again left a message. In addition, I called XXXX at XXXX Administrators who said that she will be submitting a claim XXXX XXXX XXXX 's legal department XXXX she will let me know the steps along the way. I am filing this complaint because I would like this missing {$2000.00} refund XXXX be credited XXXX my XXXX car loan account. I am owed this money XXXX I am getting nowhere with XXXX trying XXXX help me.

Company response to consumer: Closed with explanation