Consumer complaint received 2018-01-02
Company: Santander Consumer USA Holdings Inc.
State: OH
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Managing the loan or lease
Sub-issue: Billing problem

Complaint:
Dear XXXX XXXX:

The Ohio Division of Financial Institutions has received your correspondence below regarding the issues you are experiencing with XXXX XXXX XXXX. We have no regulatory authority over this financial institution as it is not licensed by our Division. Based on the information provided, it appears that your complaint involves a retail installment sales agreement. Generally, retail installment sales contracts are regulated by the Ohio Attorney General. Therefore, the Ohio Attorney General's office would be the appropriate agency to address your concerns. Future inquiries regarding your complaint should be directed to the contact information listed below: Ohio Attorney General
XXXX XXXX  XXXX XXXX XXXX XXXX XXXX, OH XXXX (XXXX) XXXX 
www.ohioattorneygeneral.gov/consumercomplaint Thank you for contacting the Ohio Division of Financial Institutions. We sincerely hope our efforts will help you to resolve this complaint. Sincerely, Ohio Department of Commerce
Division of Financial Institutions
Office of Consumer Affairs XXXX XXXX XXXX  XXXX, XXXX XXXX XXXX, Ohio XXXX
Ph: XXXX
www.com.ohio.gov

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-----Original Message-----
From: XXXX XXXX  [mailto:XXXX]
Sent: Friday, XX/XX/XXXX XXXX XXXX
To: XXXX 
Subject: Re: Car loan company XXXX XXXX XXXX out of Texas changing terms???

See below . Thanks, XXXX XXXX XXXX XXXX.

On XX/XX/XXXX, at XXXX XXXX, XXXX XXXX  wrote:

I've been in finance for 15 years prior to my automotive career and I wasn't buying what the customer service representative was telling me.  I 've always been paid ahead on my auto loan.  After my last payment I should've been due for XX/XX/XXXX.  The rep had told me they changed his they applied the payment and for now on it you pay more than what's due you have to call in to advance your account ahead of it will just be applied to the principle. Well on a closed end loan like this it's always been if you pay more then what's due, the excess will go towards the next month's payment.  The accountable would show how much your due for the next month. This  is how it's supposed to be.  How can they change their minds in the middle of a loan contract? Loan disclosures state now interest is applied. This loan now sounds like a revolving loan. There was no mail correspondence at all regarding this change. Some people would say if I'm paid ahead 2 months and they have extra e,lenses they can slide by and not pay til it's actually due and then  come to find out their credits destroyed because it would show 60 day delinquency when in fact it shouldn't. Attached is a statement from XX/XX/XXXX showing due for XX/XX/XXXX for XXXX.  Then you can see the payment that were made that total up to make the account due for XX/XX/XXXX but still showing XX/XX/XXXX.  They said they would change it after  audit a week ago but never did so I called tonight and they said they've changed their rules.They have also said their computer system can't advance account to show more than 90 days paid ahead.As of today XX/XX/XXXX, the due date has not advanced as they said it would
XXXX The information transmitted is intended solely for the individual or entity to which it is addressed and may contain confidential and/or privileged material. Any review, retransmission, dissemination or other use of or taking action in reliance upon this information by persons or entities other than the intended recipient is prohibited. If you have received this email in error please contact the sender and delete the material from any computer.
XX/XX/XXXX
The information transmitted is intended solely for the individual or entity to which it is addressed and may contain confidential and/or privileged material. Any review, retransmission, dissemination or other use of or taking action in reliance upon this information by persons or entities other than the intended recipient is prohibited. If you have received this email in error please contact the sender and delete the material from any computer.
XX/XX/XXXX

Company response to consumer: Closed with explanation