Consumer complaint received 2025-06-19 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Managing the loan or lease — Billing problem
Company: SANTANDER HOLDINGS USA, INC.
State: TX

Complaint narrative:
I am filing this complaint against Chrysler Capital, who funded my vehicle loan in XX/XX/XXXX through XXXX XXXX XXXX XXXX XXXX XXXX on XXXX XXXX in XXXX, Texas. 

At the time, my mother was undergoing XXXX XXXX. I explained this to the salesman during our first interaction. I told him I was deciding between a plane ticket to be with her or securing a car locally, and he assured me I qualified for a XXXX-down deal. I was told that my XXXX XXXX trade-in, which was in average condition with no wrecks, no check engine light, and still fully drivable, would serve as the down payment. I was the second owner, and I had purchased it with only XXXX miles. 

During the negotiation, the salesman offered {$1500.00} for the trade-in. I expressed that amount made no sense for a XXXX XXXX in its condition, and I was under the impression he was offering {$1500.00} in addition to a full payoff of the remaining loan, to apply toward the new vehicle. I negotiated up to {$2000.00}. The paperwork presented later showed something different, but the entire process was conducted rapidly. The salesman kept referring to dealer credits and rebates, and framed the contract to make it seem like I was getting a strong deal. I requested dealership security footage of this interaction because the process was extremely fast and informal. I honestly walked in simply to inquire about my options and was immediately rushed into a loan application before we even reviewed numbers. 

I was also charged a {$3000.00} warranty that I explicitly declined. I told the salesman I was switching from a XXXX to a XXXX, which would lower maintenance costs, and I explained I had no interest in a warranty at the moment because the vehicle came with a manufacturer warranty. I expressed that I would possibly add one later. I told him clearly that I could afford to handle basic repairs on an American vehicle, and that was part of the reason I chose XXXX over a luxury brand. He said understood and moved forward. After the sale, I received Jeep-branded warranty mailers, and I texted the salesman to ask if I could still add a warranty which proves I did not know one had already been charged. He responded, Yes, we can still include it. This confirms it was added without my consent. 

There was also a {$1000.00} debt cancellation fee added to my loan. This fee was never explained, and my XXXX insurance documentation says XXXX. I called the dealership multiple times and was told that the finance manager wasnt available, so I followed up with a certified letter and never got a response. To this day, I do not know whether that {$1000.00} was for XXXX, a dealership processing fee, or a penalty for trading in my vehicle. If it was a charge to trade in my XXXX, that was never explained or agreed to. 

In addition, the dealership rolled over approximately {$3200.00} from my previous loan balance into the new vehicle loan despite my understanding that the trade-in would be fully paid off and used as a clean down payment. 

Altogether, I was charged at least {$7200.00} in questionable fees and charges : {$3000.00} for a warranty I declined {$1000.00} for an unexplained debt cancellation fee {$3200.00} from my old vehicles balance that was never disclosed clearly When financed at 18 % interest, these charges will result in over {$14000.00} in total costs across the life of the loan. These figures are based on XXXX XXXX own loan terms. This is the core reason I am requesting a {$15000.00} cash settlement it reflects the inflated cost of this loan due to misrepresentation and failure to verify. 

During this process, I was not asked for any income verification, tax returns, paystubs, or utility bills. The salesman asked, You make about {$10000.00} a month, right? as I was pulling up my bank app. Before I could say anything else or show proof, he had already entered that number into the system. No documentation was collected. No copies of my bank statements were made. I was not asked for any proof of income, identity, address, or employment despite having a subXXXX credit score. I was told that my trade-in helped offset that, and that the numbers would work in my favor. I was assured it was handled, and I trusted him. Looking back, I now realize no legitimate underwriting process occurred. 

Chrysler Capital approved a $ XXXX loan at 18 % interest, which will total over {$80000.00} across the full term. I now believe my income was intentionally inflated by the dealership to get the loan approved. The approval process was rushed and skipped necessary steps. The dealership processed my paperwork quickly, never explained the fees properly, and Chrysler Capital still approved it without ever verifying my situation. 

After discovering these issues, I made multiple attempts to contact the dealership. After being ignored, I filed a lawsuit in small claims court, followed by a district court lawsuit. Only then did the dealership email me with an offer to buy back the vehicle. That buyback offer is proof that something was wrong. 

I requested my full loan application and documents, including income, verification, and warranty paperwork. I never received them. That is why I am now filing this complaint with the CFPB because Chrysler Capital funded this loan, and they are responsible for ensuring that it was properly verified. 

I am requesting that Chrysler Capital provide : A full copy of the loan application submitted in my name The income amount listed and how it was verified Any documents or internal notes used to confirm my identity, address, or business Any signed documentation or explanation of the {$3000.00} warranty Documentation explaining the {$1000.00} debt cancellation fee and what it was for The name ( s ) of any Chrysler Capital representative who approved or discussed this loan with the dealership If any discrepancies are found in the loan verification process, I am requesting the following : Loan restructuring to reflect my actual financial profile Refund or removal of the {$3000.00} warranty and {$1000.00} debt cancellation fee A cash settlement of {$15000.00}, based on : Unauthorized charges Financial harm from inflated interest Deceptive origination practices Lack of income and identity verification The need to file a lawsuit and pursue legal relief I do not wish to return the vehicle. I want to keep the vehicle and reach a fair, legal, and documented resolution based on truth and accountability

Company response to consumer: Closed with explanation