Consumer complaint received 2026-07-15 00:00:00
Product: Vehicle loan or lease — Lease
Issue: Problems at the end of the loan or lease — Problem while selling or giving up the vehicle
Company: Stellantis Financial Services US Corp.
State: OH

Complaint narrative:
I am filing a formal complaint concerning Stellantis Financial Services U.S. Corp.s handling of the total loss of my leased vehicle. The vehicle was involved in a covered loss on XX/XX/year>. XXXX XXXX subsequently declared the vehicle a total loss and took possession or control of the vehicle through its total-loss/salvage process. On XX/XX/year>, I signed and returned the requested power-of-attorney documentation to XXXX. More than 60 days have now passed since the claim was filed. XXXX states that it has repeatedly requested a letter of guarantee and total-loss payoff documentation from Stellantis, but Stellantis has not completed the process. I have continued making monthly lease payments during this period to avoid delinquency, adverse credit reporting, late fees, and possible impairment of XXXX or XXXX coverage. I have now been told that Stellantis is disputing or attempting to negotiate Progressives valuation of the vehicle. XXXX states that only I, as the policyholder, XXXX formally dispute the valuation under the insurance policy. Neither company has provided me with a clear written explanation of : XXXX. The amount XXXX has valued the vehicle at ; XXXX. The amount Stellantis claims is required ; 3. The precise amount in dispute ; 4. Whether Stellantis is disputing the vehicles actual cash value, the lease payoff, residual value, fees, taxes, or another component ; XXXX. The contractual or legal authority under which Stellantis is withholding the letter of guarantee ; 6. How my payments made after the total-loss date are being applied ; or 7. When the lease will be terminated and any overpayment refunded. Stellantis remains the legal owner of the vehicle but has not provided the documentation necessary for the insurance settlement and title transfer. Meanwhile, I no longer possess or use the vehicle and continue to incur lease payments because Stellantis has not completed the total-loss process. I request that Stellantis be required to : 1. Immediately issue the letter of guarantee and complete the total-loss payoff process, or provide the specific contractual and legal basis for refusing to do so ; XXXX. Provide the payoff amount calculated as of XX/XX/year> and the current payoff amount ; XXXX. Identify the exact amount and nature of any dispute with XXXX ; XXXX. Provide a complete account ledger showing every payment, charge, credit, and adjustment since XX/XX/year> ; XXXX. Provide the leases total-loss and early-termination calculation ; XXXX Credit all post-loss payments against the final obligation ; XXXX. Refund any overpayment resulting from my payments, the insurance settlement, GAP/debt-waiver coverage, or other credits ; XXXX. Waive or reverse rent charges, finance charges, late fees, administrative charges, or other amounts that accrued solely because of Stellantiss processing delay ; 9. Confirm that no adverse credit reporting or impairment of GAP/debt-waiver coverage will result from this delay ; and XXXX. Preserve all records of communications with XXXX, XXXX XXXX, any total-loss vendor, and me concerning this claim. I have attempted to resolve this directly with Stellantis, but the matter remains unresolved after more than 60 days while I continue paying for a totaled vehicle that is no longer in my possession.

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with non-monetary relief