Consumer complaint received 2023-09-23
Company: SANTANDER HOLDINGS USA, INC.
State: VA
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Repossession
Sub-issue: Lender trying to repossess or disable the vehicle

Complaint:
On XX/XX/XXXX  my personal vehicle was stolen from private property by an unknown towing company. 
On XX/XX/XXXX  I contacted the finance company Chrysler Capital and was told after multiple attempts to retrieve information my vehicle had been repossessed. I was told a company by the name of XXXX XXXX had the vehicle in their possession. 
On XXXX I contacted XXXX XXXX and was told they could not help me without the VIN number On XXXX I reached back out to Chrysler Capital to see what the issue was why my vehicle was stolen in the first place and for my VIN number. I was told it was because of a billing error on their behalf and I could call XXXX XXXX and at least retrieve my belongings. 
On XXXX I reached back on to XXXX XXXX and was told to contact XXXX XXXX XXXX to retrieve my belongings. I spoke with a representative who made an appointment for XX/XX/2023 at XXXXXXXX XXXX 
On XXXX I received a call from XXXX XXXX while I was working and unable to speak on the phone. I contacted them back after work and they were closed. 
On XXXX I received a phone call from XXXX XXXX XXXX XXXX who stated that they were unable to keep the appointment because they took my personal vehicle out of state to Maryland . However, she could not provide me with a location to retrieve my belongings. I requested to speak with a supervisor XXXX stated she was the supervisor. XXXX stated XXXX XXXX hired someone to break into my vehicle took my registered firearm and gave it to the police case # XXXX. I am extremely concerned due to the amount of money and valuables that were in my vehicle being over {$10000.00}. XXXX advised me I would need to contact Chrysler Capital, they hired a transporter to come and pick up my vehicle from their lot. I reached back out to Chrysler Capital and spoke with XXXX she stated that Chrysler Capital did not have the vehicle removed from the tow company the tow company had it removed because of storage purposes I asked where the vehicle was located again to retrieve my belongings. XXXX stated she could not provide me with this information and transferred me to XXXX the manager at Chrysler Capital. XXXX was advised there is a lien placed on the vehicle and they could not legally auction it off. I requested a copy of the contract, accounting, and arbitration information. XXXX stated that he could not provide this, and I would not be able to get the location of the vehicle unless I paid the balance off, I advised him that there is an error in billing and this needs to be reviewed before any further action is taken. 
XXXX contacted XXXX XXXX to get the location of the vehicle he stated that they would not provide me any information on where the vehicle was located, and it could not be auctioned off until XX/XX/XXXX  and transferred me to XXXX at XXXX XXXX after he agreed he would stay on the call. 
XXXX stated that they had nothing to do with the transporting of the vehicle that was Chrysler Capital they were not aware of the vehicles location I would need to contact XXXX XXXX XXXX XXXX on XX/XX/2023 to retrieve information on the location and she would have a manager follow up on XX/XX/2023. 
In accordance with the law there have been multiple violations. Pursuant 15 USC 1692 ( c ) - Available Non-Abusive Collection Methods states that a debt collector may not use any abusive debt collection practices. 
Pursuant to 15 USC 1692 ( d ) - Abusive debt collection practices are carried on to a substantial extent in interstate commerce and through means and instrumentalities of such commerce. Even where abusive debt collection practices are purely intrastate in character, they nevertheless directly affect interstate commerce. 
Pursuant 15 USC 1692 ( f ) - Any person collecting or attempting to collect any debt owed or due or asserted to be owed or due another to the extent such activity ( i ) is incidental to a bona fide escrow arrangement ; ( iii ) concerns a debt which was not in default at the time it was obtained by such person; or ( iv ) concerns a debt obtained by such person as a secured party in a commercial credit transaction involving the creditor.

Company response to consumer: Closed with explanation