Consumer complaint received 2022-05-22
Company: Santander Consumer USA Holdings Inc.
State: DE
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Incorrect information on your report
Sub-issue: Account information incorrect

Complaint:
Statements of Fact : 1. On or around XX/XX/XXXX, I did finance a XXXX XXXX through Santander, for which I paid regularly {$530.00} every month without failure. I paid always on time. 
2. On or around XX/XX/XXXX I, informed Santander that I had lost my job and would likely voluntarily surrender the vehicle if I did not secure another job in a timely manner. 
3. On or around XX/XX/XXXX, While still current on my car payments, I called Santander to plan a voluntarily surrender of the vehicle. I was never told I could only voluntarily surrender the vehicle in Texas. 
4. On XX/XX/XXXX I spoke to several people at Santander and I followed up with email and other forms of electronic documentation when I was told to my dismay that I must drive the vehicle back to Texas for voluntary surrender. 
5. Being that my airplane was scheduled to leave XXXX on XX/XX/XXXX for overseas travel, I informed XXXX and several other employees at Santander that it would be cruel and unusual punishment to force me to drive the XXXX XXXX back to Texas for voluntary surrender. 
6. Records of all attempts I made to voluntarily surrender the vehicle are easily obtainable either from me or from Santander. I still have records of workers at Santander telling me I must drive the vehicle back to Texas as the only condition for voluntary surrender. 
7. I provided address at XXXX A, XXXX XXXX, NY XXXX for Santander to send their agents or representatives to meet with me for a voluntary surrender of the vehicle. 
8. Till XX/XX/XXXX I saw no one. All my requests were ignored. I was told Santander keeps records of phone conversations. I sincerely hope this can be made public so, all can see the frustration and humiliation I suffered. 
9. I requested to know where I would leave or send the car keys. I was specifically told Santander does not need the car keys since Santander has already decided to repossess the car. 

10. I voiced my disagreement both over the phone and in writing because I was current on my payments and yet Santander preferred to repossess the vehicle rather than accept my voluntary surrender.

11. I travelled overseas and for a period of over two months called my family continuously. I was shocked the car was packed for several weeks. No representative of Santander came to either voluntarily pick up the car nor remove the car for several weeks after I left the country. Being overseas I was handicapped. I could only wait till I returned to the USA.

12. I have kept records of my conversations with Santander including records of staff and their positions in Santander I spoke with. I was also informed by staff at Santander that records of my phone conversations will be preserved. All messages I exchanged with Santander in my account with Santander will confirm these facts. I encourage you to conduct your own investigation to see that I have provided only verifiable facts. Thank you. 

Thank you for resolving this matter and making me whole. I have suffered terribly and unnecessarily. This cruel and unusual treatment needs to stop immediately. 

Yours Sincerely, XXXX XXXX, XXXX XXXX XX/XX/XXXX Dispute by Mail

Company response to consumer: Closed with explanation