Consumer complaint received 2022-08-27
Company: Santander Consumer USA Holdings Inc.
State: IA
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Struggling to pay your loan
Sub-issue: Lender trying to repossess or disable the vehicle

Complaint:
My car payments are $ XXXX. My last 3 car payments were XX/XX/XXXX for {$300.00}, XX/XX/XXXX for {$370.00} and XX/XX/XXXX for {$270.00}. They were all above my {$260.00} requirement. I was making payments but I did miss some payments due to low income and hardships. I requested help many times but instead they called me every day multiple times a day attempting to get a payment. They claim my account was brought current and that they gave me an extension in XX/XX/XXXX but that was not reflected properly. Something doesnt add up. XXXX XXXX is my lender and my loan is for a XXXX XXXX XXXX. The XXXX was repossessed without my knowledge on Wednesday XX/XX/XXXX. 3 days ago. They are not giving me an option to get caught up to make the account current. They are requesting a full payoff. They repossessed the XXXX while I was out of town abs left me stranded at a grocery store while I was in the middle of completing an XXXX shopping order. I use my XXXX for XXXX  deliveries. My XXXX was taken without my knowledge that they were tracking my location and I wasn't contacted or notified by either mail or phone that this was about to happen. I did get calls from them while I was at work and was unable to take their calls while I was working but I didn't receive a letter from them that this was going to happen. I was told by Chrysler Capital that they sent me ap letter for this clear back in XXXX of XXXX. But that was for a totally separate occasion. How can they count that as proper notice? That was nearly 1 year ago. When I asked how far behind I was they told me I was 108 days past due and that the XX/XX/XXXX payment didn't count because it went towards the past due amount and they also told me that all of my payments I was able to make went to interest only and not to pay down my balance. I originally put {$10.00} grand down on my vehicle and they act as if that doesn't even exist and doesn't matter. I do not know everything but I definitely feel like I've been blindsided. I was also told that my vehicle had been transferred to XXXX, Nebraska which is closer to where I live and when I arrived to pick up my personal property inside my XXXX including my bipap machine which is a medical necessity when I sleep at night. They told me that my XXXX was still down in XXXX, Nebraska and now i have to wait the entire weekend for them to get my vehicle up to the XXXX location for me to get my belongings. So they lied to me on the phone about the location of my XXXX abd they are withholding my medical equipment plus the rest of my belongings inside my vehicle. And I had an XXXX customers groceries in the back of my XXXX at the time of repo as well. They told me it would be Monday before they could have my vehicle brought to Omaha.i was also locked out of my Chrysler Capitol mobile account so that I could not view my transaction history or my account. When I asked the guy on the phone why I was locked out he said he didn't know why I was locked out and that it was very unusual. I asked for an entire payment history and I was told by a lady that she was going to email it to me. That didn't happen either. I'm locked out of my account so even if I did get a message I'm not able to log in and see it.

Company response to consumer: Closed with explanation