Consumer complaint received 2024-08-02 00:00:00
Product: Vehicle loan or lease — Lease
Issue: Managing the loan or lease — Problem with additional products or services purchased with the loan
Company: SANTANDER HOLDINGS USA, INC.
State: NY

Complaint narrative:
On XX/XX/XXXX My leased XXXX XXXX XXXX was towed for unpaid parking tickets. I was on a payment plan with the XXXX XXXX XXXX, however I was unaware that the payments weren't automatically deducted from the original form of payment so they were never withdrawn from my account. 

I went to the XXXX XXXX XXXX  XX/XX/XXXX to pay off the tickets when they notified me that in order to do so I would need to provide XXXX documents because I am leasing the vehicle. They stated that I would need a certified copy of the title and a notarized lessor letter from the lessor. 

I called Chrysler Capital, the bank that I am leasing the vehicle through and initially they refused to send both documents to the XXXX XXXX XXXX  the reason for that was simply explained to me as : " We don't send documents '' I returned Friday, XX/XX/XXXX to the XXXX XXXX XXXX. I explained to them what I was told, and they informed me that they work with Chrysler Capital often and they have sent them documents in the past, that this incident isn't the first time this has happened with a leased vehicle and I need to be assertive in my request. 

Since then I have been back and fourth with Chrysler company for almost a month. They are still refusing to send me the information I requested although, I have explained the vehicle can be legally auctioned after 10 days by the XXXX XXXX XXXX. They have sine stated that they would have to pick the vehicle up themselves and that it is a process and they can not provide me with a timeline. My car payments are up to date and I do not owe them anything until XXXX. They have also threatened to see this as a repossession on my end, which would then negatively impact my credit, although I am up to date on my payments. I visited the XXXX XXXX XXXX  again, XX/XX/XXXX and was able to get a sales hold placed on the vehicle until XX/XX/XXXX. 

I have spoken to multiple different representatives from Chrysler Capital, some who have tried to assist me and some who have not. I was contacted by the dealership, because my lease is ending and they were trying to help me with my lease to buy option, however once I explained what was happening I was asked to come to the dealership. The dealership also tried to contact Chrysler Capital on my behalf and was told the same information. 

On XX/XX/XXXX, I received a copy of the certified title by Chrysler Capital. As of XX/XX/XXXX I still haven't received the lessor letter and my car is still being held by the XXXX XXXX XXXX. Everyday the vehicle is accruing fees by the impound lot. Everyday I am out of a vehicle, because they are refusing to send the XXXX XXXX XXXX the information they need. Everyday, I am coming out of pocket to pay for transportation when I have paid to use my vehicle that I can not get. I need help, as I feel like this is definitely not right. The individuals I've spoken to from the XXXX XXXX XXXX  and the dealership have expressed concern that they are trying to take the vehicle from me as the lease is almost over. 

I really need help regarding this as I feel like Im being held XXXX.

Company response to consumer: Closed with explanation