Santander Consumer will not issue a refund for an overpayment of $400 and outright refuse to help me! Fort Worth, Texas

I held an auto loan through Soveriegn Bank, which was sold (without notice) to a company called Santander Consumer USA. I recently traded that vehicle, and a payoff, in full, was sent to the company by the dealership from which I bought the new vehicle. I contacted Santander, and informed them that the automatic debit for the car payment was to be terminated immediately. (I attempted to do this through my online account at SantanderConsumerUsa.com, but was unable to sign in....a problem which many of the consumers on the complaint websites seem to have in common). The customer service representative stated that there was something wrong with the website, and that they would have to terminate the withdraw themselvesl. I confirmed that no payment for October, 2010, would be removed from my checking account, and I was assured that it would not be.

During one of my numerous, lengthy phone calls to this company on December 20th, I was told by a customer service rep that the refund had been issued on December 17th, and that I should be receiving it in the mail. When I called back on January 4th because I had not yet received a check, I was told (by a Supervisor) that she "couldn't understand why any customer service rep would give me that information, because it was not true. No check was issued....and in fact....there is no record of the accounting department even reviewing my account for a refund."

I do not know what steps to take from here. I am reporting this company to the Dallas BBB and The Federal Trade Commission. I live in Pennsylvania, so I am unable to resolve this issue with someone face to face....I am forced to deal with this company over the phone. Customer Service reps and supervisors just outright refuse to help, or forward me to someone that can help. Any information about this company, or advice on what I should do next would be greatly appreciated.