Consumer complaint received 2021-05-05
Company: Santander Consumer USA Holdings Inc.
State: CO
Product: Debt collection
Sub-product: Auto debt
Issue: Communication tactics
Sub-issue: Called before 8am or after 9pm

Complaint:
On XX/XX/XXXX my XXXX XXXX XXXX that I bought in XXXX was repossessed from my home in XXXX, Colorado. 
Immediately I called Chrysler Capital to see what can I do. 
The first representative was an XXXX  speaker told me, that the car could be any where including Texas or Arizona. 
I called a second time an a representative in XXXX told me that it should be in Colorado, and I should called in two days to see where to pick up my belongings. 
After two days I called them back and they gave me the phone to called the people in XXXX. 
I called them and after an appointment I went to picked up my belongings. 
Once I arrived home, I called Chrysler Capital to speak with someone in XXXX, it could be XXXX  or XXXX  or XXXX or XXXX, I spoke with then several times. 
At the beginning the representative was very attentive and asking me questions and waiting for my response and suddenly, something changed that she started to be defensive and she told me " depending of my response she will see if, I am elegible or not to pay the due amount to recovered my auto. '' She told me the amount that was a little more of XXXX $ to recovered it and I told her I only have right now XXXX $ and maybe if I talk with my sister she can give me difference and I was thinking out laud and I said " I need the car to work '' and she said " you are not eligible to pay the car '' I asked why? and then I told her " I am doing pretty well right now I can do the other hundreds of dollars by the end of this week '' She repeated " you are not elegible because you are using the car for work " and she didn't know what I mean to used ny car to work and I told her '' That means is someone really need the car to work you prefer to see the person loosing everything instead to give the person another opportunity. I have rented a car and I am doing my work I don't depend of this car to work and I am doing more than XXXX $ dollars a month and I told her that I can proved all this information " and her response was " NO " I requested a manager or a supervisor and she said '' there is not other person higher than me ( Her ) to take this decision '' I told her I will look for a lawyer and she said " good luck if any lawyer will take your case '' She told me an Absolutely NO. We hanged out the called. 
Next day I called back and spoke with someone in XXXX to see if this person will said something different and she said the same I am not elegible and she read what the other person wrote in the file and I told her " I would like to talk with a supervisor or manager '' her response was the same. 
Between this days I received a letter written the same day it was repossed the car XX/XX/XXXX informing Chrysler Capital that they took the possession of the car because I broke an agreement date XXXXand in the letter they said ' WE INTEND TO DISPOSE OF THE VEHICLE AS EXPLAINED IN THIS NOTICE SUBJECT TO YOUR RIGHT TO GET THE VEHICLE BACK AS DESCRIBE BELOW '' and below said " I CAN GET BACK MY CAR IF I PAID ANY TIME BEFORE THEY SELL INCLUDING THE EXPENSES. " I called third time and told the person about the letter the answer was the same I received previously. 
I told her " so, I will have to buy a new car and pay my new car and at the same the amount owe for the XXXX because someone decided to not give me the opportunity to pay my car back and in the letter doesn't specified that they will decided if I am elegible or not to pay the amount. It just said " TO PAY THE COMPLETE AMOUNT I HAVE TO PAY. " and the answer was the same. 
Of course I look for lawyers and the payment was more of the payment I will own to Chrysler Capital So, I went to look for a car and I bought a XXXX XXXX XXXX XXXX on XX/XX/XXXX I gave a down payment of XXXX $ and I am paying around XXXX $ every month to now. 

Them I received a letter XX/XX/XXXX telling me the car was sold and the balance I own to XXXX is XXXX XXXX when I received this letter I called back to XXXX and I said that I don't want to talk with any representative and I explained what happens to the representative and she told me " of course you always have the opportunity to talk with the Department of Formal complains " and XXXX the representative this time she told me that the my amount to pay is XXXX $ ( they withdraw from the original amount of the letter XXXX $ ) and she said " we cam make an arrangement to pay only XXXX $ '' And I told her why I have a horrible record because some one didn't want me to paid at that time the amount requested and I was able to do it and, why now I have to pay that amount? that is not fair and, why now I can talk with some one and now you have the Department of Complains? 
So she took all my information for make someone of the complains department to called me back and I was very specific with her " I can only takes calls before XXXX XXXX  or after XXXX XXXX or XXXX, don't called me before that time because I can not answer '', guest what happened. They called me after XXXX ; XXXX XXXX and then the following day, I answer the call and I said " hey I can not talk right now can you call me tomorrow between this time and this time? '' and she said " yes '' After a week no one called me I called back and asked to talk to the department of complains and they said " they try to reach me out but I didn't take there calls " and I said this is not true I answer the second call and I told her " I can not talk right now can you called me tomorrow? '' I was specific to called me between this time and this time '' and they said you didn't response to our calls them I said " I would like to told with some one higher Tham you and she said you will talk with assistance of the highest of the company and another woman answer me the phone '. And her response was you didn't answer the call and your complain is closed and you always had the opportunity to ask for the department of complains but now your complain is closed and I told her " you can listened all the conversations I had '' and she said " to late nothing else to do. '' I received a letter LIMITED TIME SETTLEMENT OFFER AVAILABLE the letters is from XX/XX/XXXX and I was trying to find a lawyers but it will be more of what they said I have to pay right now, they said I owe them XXXX $ ( XXXX $ less than before ) and they are willing to accept only XXXX $ to settle the account by XX/XX/XXXX I finally get to XXXX XXXX XXXX and they gave me this website to make a complain here. This is how I ended here. Thank you so much. 

And then I was reading i the reviews of Chrysler Capital and it looks like it is a modus operandi of Chrysler Capital, I am not the only one that have past for this situation. 

I have the letters I received from then and our conversations recorded for them that I can proved that no one didn't allowed to pay for my car and non of them allowed me to talk with a manager or supervisor and the said it was my right, In the letter of XX/XX/XXXX was very specific if I paid the amount they request you can take your car back and I didn't said " you must be elegible ''

Company response to consumer: Closed with explanation