Consumer complaint received 2021-05-20
Company: Santander Consumer USA Holdings Inc.
State: VA
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Problem with a credit reporting company's investigation into an existing problem
Sub-issue: Investigation took more than 30 days

Complaint:
Ever since I learned about the class action lawsuit against Santander Consumer USA I havent been able to get any information from Santander. Every representative I talked to treated the class action lawsuit as a states secret. Time and time again Santander representatives told me the only thing they could do was refer me to the settlement page, https : //santandermultistateagsettlement.com/Information-for-Consumers. According to Santander representatives, this page would tell me everything I needed to know. 

I read the information on the above website from top to bottom. I learned that I purchased my vehicle during the exact time frame of Santander 's nefarious activity. This information only explained there was a lawsuit resolution and criteria but gave no other information a consumer could act upon. The company listed is XXXX XXXX XXXX XXXX, so on XX/XX/2021 I gave them a call. I learned from a XXXX XXXX representative that they were merely the company that distributed the funds and that was it. They knew nothing of my account or formula Santander used to determine consumer eligibility. 

The multiple Santander representatives I talked to all gave me knowingly false information. All I wanted to know was if my account qualified and if not, why. I asked on numerous occasions for my internal score they used to XXXX on my ability to repay my loan but either the representatives didnt know, couldnt tell me or stated they didnt have to tell me. Heres a list of the times I called and talked to a Santander Representative : XX/XX/2021 @ XXXX for 2 mins 14 secs XX/XX/2021 @ XXXX for 1 min 37 secs XX/XX/2021 @ XXXX for 7 mins 12 secs XX/XX/2021 @ XXXX for 25 mins 33 secs XX/XX/2021 @ XXXX for 1 min XXXX secs XX/XX/2021 @ XXXX for 1 min 38 secs XX/XX/2021 @ XXXX for 53 mins 26 secs XX/XX/2021 @ XXXX for 4 mins 55 secs XXXX  XXXX, XXXX @ XXXX for 39 mins 5 secs XXXXr XXXX, XXXX @ XXXX for 24 mins 21 secs XXXXr XXXX, XXXX1 @ XXXX for 10 mins 19 secs During every call I was told the EXACT same thing each which was : Santander doesnt decide whos eligible, the contact on the settlement agreement would be able to answer my questions - basically they were uninvolved and were so sorry they couldnt help me. I felt I had no recourse even though I knew they were lying to me. Asking for my internal score fell on deaf ears. I finally told the Santander representative that despite them telling me XXXX XXXX  or Virginias Attorney General knew all of my account information and made decisions based on whos eligible under the settlement that I know for a fact they werent telling me the truth. I told them I know they, Santander, were the ones who determined which consumers were eligible and no one else and they were the only ones privy to consumers internal scores and they needed to stop referring me elsewhere. 

I finally demanded that I had to know what was in my account record and wanted to talk to someone who could help me. I was finally given additional information on XX/XX/2021. I was told to write to the following address, Santander Consumer USA, Credit Bureau Dispute, XXXX XXXX XXXX, XXXX XXXX, TX XXXX. I was to write a letter explaining my concerns, request my internal score and loss forecasting score. 

After writing the letter to Santanders Credit Bureau Dispute office, I received a letter titled Notice of Right To Cure Default and Requirement of Strict Compliance dated XX/XX/2021. I actually called Santander about it because Id not received a letter like this from Santander before. During previous conversations Id been told by Santander representatives that Im in no danger of having my vehicle repossessed as long as I do not exceed 90 overdue. I was not over 90 days overdue when they sent me this letter. 

On XX/XX/2021 @ XXXX I talked to a Santander representative from the credit dispute office. They denied everything I requested. I truly felt defeated. Filing this complaint is my only way to find out the truth and gain transparency. 

I'm sure Santander will boast of how they've allowed the skipping of payments to give 'some ' financial relief. In reality all Santander has done is give consumers a very small reprieve in the short term - not asking when they think their financial situation will change. On top of that, consumers will possibly end up in the same financial situation the following month. I used this 'relief ' twice to clear up back payments. I felt horrible afterwards because as I talked to a Santander representative I mentioned I'd taken advantage of it twice, she argued with me and told me I did the process seven times. It was irrelevant I had the two emails with the contracts.

Company response to consumer: Closed with explanation