Consumer complaint received 2020-09-23
Company: Santander Consumer USA Holdings Inc.
State: FL
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Getting a loan or lease
Sub-issue: Fraudulent loan

Complaint:
I went to purchase a XXXX XXXX XXXX at XXXX XXXX in XXXX on XX/XX/2020. We did every step to obtain the car and everything was signed interest and bank was approved on the same day. a few days later I get a phone call from the XXXX Manager. He left a voice mail in my phone saying that they had to pull my credit again because my credit was locked and could not finalize the transaction. That to me was very strange so I did call him back when I was leaving work. I left him a message asking him one question. How was it possible that I signed documents with a bank which it was XXXX who finance the car and got an interest at 4.9 % if my credit was never pull? He did not call me back after hearing my message and the General Manager called me back and told me they made a mistake, but they will need for me to reopen my credit again so they can shop around to get me approve. So I signed a fraudulent contract. I did talk to some people and I was told that is something called XXXX and Switch. Many dealers have the habit to do things like this. My stress level on that week went up and I could not work. So I called the sales manager or the person that helped me with the buying process his name is XXXX XXXX XXXX, he told me that I locked my credit to quick so they have to get funds from the bank. So I agree to open my credit again, because I did open my credit on the XXXX and locked the credit next day just to get finance. Anyway I open my credit back again after 4 or 5 days of having the new car. I even told him that I will open the credit, but I will not pay more money. He told me ok, so when I open my credit back again they did what the XXXX told me he was going to do, they were shopping around with my credit calling many banks. The next day XXXX XXXX called me and told me that I was approved but he needed {$5.00} K more for down payment. I told him that I was not going to do that, to just give me my old car back that I traded with them and my deposit. He told me ok, I drove on the XXXX of XXXX to return the new car back to them and get my old car back from them. Because I did not want any issues with them or been accused of stealing a car. When I went to get my old car back they stole the floor mats and the vehicle manual that was in the glove compartment. I made XXXX of my new situation that someone stole the Mats and he told me that he was going to order some new ones for me. Today I check my personalize tag and is under the new car. I told XXXX to transfer my tag back to my old car and he did not. So now I have another issue and is that my tag is under the new car and not under my old car that I have now. Anyway I have a fraudulent contract signed between the dealer and me that has no validation. After leaving with the new car I returned the new car a week later because they change the non existing contract that I signed with them. I have copies of the contract that I can sent to this office if is needed. After calling XXXX XXXX about my tags he curse me out on the phone because I gave them a bad survey or review. I signed a fake contract that I was giving, I get my mats stolen and now my tag is under the new car and not my old car. XXXX first the finance contract is what I still do not understand. How can a dealership makes you sign a contract that later does not have any validation? Again I was told that this is called XXXX and Switch. I did not walk out of this deal, they push me out of the deal because they are asking me for more money after leaving with the car.

Company response to consumer: Closed with explanation