Consumer complaint received 2020-01-30
Company: Santander Consumer USA Holdings Inc.
State: GA
Product: Vehicle loan or lease
Sub-product: Lease
Issue: Managing the loan or lease
Sub-issue: Billing problem

Complaint:
I contacted Chrysler Financial / Santander to obtain a POA letter to register my XXXX XXXX XXXX XXXX in the new state in which I'm residing. I had to move as I was a victim of XXXX XXXX and my old partner can not know where I am primarily for safety concerns. The representative requested my new address and information. I was hesitant in providing it for fear that it would not be safe guarded. I was told he had to have it. I asked that he put notes or something on the account to indicate this information is not be shared to anyone and should not be repeated or given out over the phone. He said it would be against their policy as their policy states that they would need to ask the caller to verify the info and not provide the information. 

I did not receive the requested information in the time that I had requested it and called back. The representative i spoke with confirmed the request was submitted. I even told him that I told the other guy I didn't want the information to be given out and to make sure that they did not send the letter to my old address as it would contain my new address. The representative then GAVE OUT OVER THE PHONE MY NEW ADDRESS! If i was not the one that was calling or if it was my ex partner, of whom I'm hiding and escaping from could have gotten it! I spoke with a supervisor who stated that the rep was in error and should not have given the information out over the phone. 

I reached out via XXXX to express my frustration and was contacted by someone in the Executive Office of Santander / Chrysler Financial. She was awful. After I explained the situation, she barely had any empathy and actually defended the representatives actions in giving out the information in stating that once a person has been verified ( either Year of Birth or Last 4 and the Year/Make/Model of the card ) they're free to release whatever information they have on the account as long as they can see it. I confirmed if this included Personal Identifiable Information ( PII ) and she stated YES. Every company I have dealt with, have stated that they need the information verified and would not give out unless it was verified by the caller first Meaning - the caller gives the address - then they say yes or no. Not that they just freely give out any information. I asked her several times on the policy and she said if they could see it, including bank account numbers, social security numbers, email addresses, personal addresses, etc. That I verified that BASIC information that someone from the street could get - they would give out any of my PII!!!!!!!!!!!!!!!!!! 

I asked her to read my social security number. She said she could see it. I asked her to give it to me. She hesitated -- knowing she was wrong. She talked and backed herself in to a corner. She was so determined to defend that associate 's action versus accepting responsibility on something - that she didn't know what to do at that point. So she did nothing. 

I asked to have my concerns escalated. 

I now have to take additional steps to find NEW housing since my information, which should have had appropriate steps taken to protect, is at risk. My safety has now been compromised by this company and plus now, I have to obtain a new vehicle with a company that values privacy and takes steps and enforces policies to protect their consumers identity and safety.

Company response to consumer: Closed with explanation