Consumer complaint received 2022-10-25
Company: SANTANDER HOLDINGS USA, INC.
State: AR
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 was repossessed on XX/XX/XXXX. I was refused information on XXXX company or where the car was going to be held. I had an oral agreement with Santander since about XX/XX/XXXX that allowed me to not get repoed as long as I was making regular payments and showing that I was trying to catch up because I was furloughed from my job during covid and got way behind after I was later laid off. They told me that the letters they were sending did not mean that it would be repoed because they were not in the business of repoing cars. I made regular payments multiple times monthly, with the last payment accepted on XX/XX/XXXX. The payments were as follows : XX/XX/XXXX {$100.00} XX/XX/XXXX {$280.00} XXXX {$180.00} XX/XX/XXXX {$280.00} XX/XX/XXXX {$280.00} XXXX {$560.00} XXXX {$280.00} XX/XX/XXXX {$150.00} XX/XX/XXXX {$280.00} XX/XX/XXXX {$400.00} XX/XX/XXXX {$400.00} XXXX {$200.00} *I mailed 2 small payments at end of XXXX and XXXX XXXX to avoid a {$3.00} charge. Santander never sent them through my bank or attempted to cash them. On XX/XX/XXXX I was working with XXXX XXXX to get it refinanced, 2 days later it was repossessed. I have filed complaints on both Santander and the car dealership ( XXXX  ) for 3 years with XXXX and my attorney general. Santander left me out of the state settlement even though I should have qualified. The contract was not sent to me until 45 days after purchase. They did not send the back 2 pages. A few months ago I got all of the paperwork through my complaint through the state. The car salesman had inflated my income, and left most of the application blank. Debts, nor employment/income was ever verified by Santander or XXXX XXXX XXXX The paperwork the day I bought the car was signed by an electronic signature pad without the actual contract. The finance manager quickly verbally told me what the contract said. The salesman told me the XXXX extended warranty " came with the car purchase '' I later found out I was charged for it and I i disputed it. During the dispute period Santander blamed XXXX XXXX and XXXX XXXX blamed Santander, each saying the other required it to be included in the contract. The service contract was never refunded or cancelled as promised. 

In XXXX I had quite a few extension agreements due to being affected by covid 19. I was not told that the interest would accrue at a higher rate because of extension, I was only told that it would still accrue. I was told that the payments would be put at the end of the loan. I have paid on this loan for 3 years and all but {$400.00} has went on interest. 

Credit Reports : I have disputed over and over with all 3 bureaus. They continue to report wrong information. 
1. They are reporting a past due balance of XXXX past due balance, Repossession, and {$26000.00} updated on XX/XX/XXXX. They have not reported any of my XXXX payments I made they only reported the missed payments. They are also reporting 82 month term when my contract clearly states 72 months. 
**On my Santander account on Santander website it now shows a balance of {$4200.00}. I was never notified of the sale of my vehicle, my deficiency balance nor have I receive any communications on if they have sold the car or not. They only lowered the balance on my account for unknown reasons. I also have not received an accounting statement. They refuse to correct my credit reports or delete the account from my reports. Each Credit report has a different contact address and phone number. 

Please note I was sent all of the application/ finance documents by XXXX XXXX XXXX I tried to attach but it was too large. I also have my XXXX and XXXX reports, complaints etc but was unable to attach due to size. I will provide upon request.

Company response to consumer: Closed with explanation