Consumer complaint received 2019-12-11
Company: Santander Consumer USA Holdings Inc.
State: MO
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Struggling to pay your loan
Sub-issue: Loan balance remaining after the vehicle is repossessed and sold

Complaint:
In XX/XX/2018 I went to XXXX  XXXX  XXXX XXXX XXXX XXXX of   XXXX   XXXX. I was totally upfront and honest. I told them I had just been dismissed from a Bankruptcy and I was looking to trade my existing car ( XXXX XXXX XXXX ) for something less expensive. I wanted to trade the explorer to have it paid off and have a lower car payment. They agreed to take the explorer as a trade. They sold me a XXXX XXXX XXXX. I had been at the dealership for hours and by the time we signed the paperwork it was after hours and the dealership was technically closed. I didnt see my car on the paperwork as a trade but I was tired and frustrated and signed the papers anyway. I left my XXXX XXXX with the dealership with both sets of keys. About a week later XXXX XXXX XXXX called me and inquired about the payment, I then told XXXX that XXXX XXXX XXXX XXXX XXXX took it as a trade and to contact them. XXXX called me back later that day and stated that XXXX  XXXX  XXXX XXXX XXXX XXXX did not take it as a trade and that I needed to make a payment. I told XXXX I was going to XXXX   XXXX  XXXX XXXX XXXX XXXX and talk to them. I went to the dealership to inquire about my XXXX XXXX, the manager told me he didn't take it as a trade, I asked where was my vehicle and he said he didn't know. I called the dealership several times during the day asking different people and no one knew where my XXXX was. I went back up there to talk with the manager of the dealership and he walked around the entire dealership inside and out looking for my explorer knowing full well he had it towed away. I recorded the entire visit. I talked to XXXX XXXX XXXX  and relayed this information to them. They suggested that I file a police report. The next day I went back to XXXX  XXXX  XXXX XXXX XXXX XXXX and waited for a police officer to arrive so that I could file a police report. Once the police arrived the same manager that told me he didn't know where my XXXX   was came forward to say the XXXX was towed away a week prior. I said if you weren't taking it as a trade why would you allow me to leave it there, accept my keys and then have it towed away?? Why wouldn't you just tell me you didn't accept it as a trade. I had to go to XXXX XXXX to an old lot to get my XXXX back. The owner initially said it would be {$750.00} for towing and storage. After I told him the situation he said he didn't want to be a part of that situation since it sounded like the dealership wasn't honest so he only charged me {$250.00}. After getting my XXXX back I called Chrysler and explained to them everything that happened. They escalated my complaint and said they would have someone review it. However, it was to no avail. They said I would still have to pay for the XXXX  I was sold. I then told Chrysler that I could not afford to pay for a new XXXX in addition to my XXXX  plus full coverage for both vehicles so I would have to voluntarily surrender it. They sent someone to pick it up. They told me it would be sold at auction and I would responsible for the balance. Later I received a letter that the vehicle was sold and I was responsible for the balance, I tried to pay what I could but it wasn't enough and the account was closed/written off and sold. I have received a letter from current creditor XXXX XXXX XXXX XXXX stating that the original creditor was Santander ( I have no knowledge of Santander ) and the account name is Chrysler Capital saying that I owe them {$7900.00}. I can not pay this, it has already put a huge dent in my credit and I do not have the money to pay this debt. Can you help me???

Company response to consumer: Closed with explanation