Consumer complaint received 2018-04-27
Company: Santander Consumer USA Holdings Inc.
State: MS
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/XXXX, we went to XXXX XXXX XXXX in XXXX, Ms. and got a used car thru santander finance. they requested a securtiy deposit of XXXX and we complied, the contract was for 5 yrs. during time the car had to have serious motor helps etc, and caused us to be in financial pinch a few different months thru those five years, in which the insurance they had on car paid some defered payments, it was originally to be paid around XX/XX/XXXX but because of some defer payments i had to go to XX/XX/XXXX, Also during those months some of my work ( self employed ) dropped off considerably in which i told them this, my husband gets only ssI. The economy hurt me because no one needs a XXXX often. After my last payment in which a rep told me my last payment was in XX/XX/XXXX, and he was excited for me, i waited for my title all of XX/XX/XXXX and XX/XX/XXXX. then in XX/XX/XXXX got a statement that I still owed XXXX on the principal. You can never get to rep you originally talked to before and sometimes never noted your account that I called. I called about this and told them it was paid my contract in XX/XX/XXXX,  they never denied that, just said you owe a payoff of the principal,. Now during this time also from XX/XX/XXXX to XX/XX/XXXX I purchased a car from my sister, and was repaying someone who loaned the money. I tried to negotiate with santander about my money situation and sent XXXX dollars in XX/XX/XXXX. and only XXXX and XXXX dollars every other week in XX/XX/XXXX. to end of XX/XX/XXXX. Even though I didn't feel I owe it, but didn't want to lose car after all that money and time vested for five years. I spoke to a rep around XX/XX/XXXX or XX/XX/XXXX an told hiim I would be making last payment on my other car and it would free up monies some to thro at those payments, by the way the bill in XX/XX/XXXX was for XXXX and there was no way out of XXXX and my XXXX I could pay that and keep insurance on home and both cars and during those winter months lite bill jumped from XXXX to XXXX, some very hard financial months, so XX/XX/XXXX at XXXX they had car reposessed, no one told us where it was, or anything, no order no paperwork nothing. I don't understand why if rep in XX/XX/XXXX knew I would owe more didn't tell me so I could make arrangement then, but nothing. Now car was to be sold today, and if not enough for what they want they will come for us on this difference.. Santander never tells the same thing or each rep always says We can't or can't, One rep said just give his initials and they would let me speak to him, I tried that and was told they can't do that. I did get a copy of contract and my payment history, I have never in the times of loans of anykind, pay a portion on principaland then on interest but only the principal had few dollars each month taken off, I thought once it was tabulated on contract signing day that the bottom line would receive all of payment, example one month XXXX sent in only XXXX or so on principle and rest on interest my principal wasn't moving at all down in number, its like being charged interest twice once in contract and once monthly, no wonder things got out of hand, I needed another 5 years to pay that part off, If known this at signing I would of said no way. I have learned that a place of auto sales in Ms. does there best not to let their consumers use Santander. They have had lawsuits and still some agains service men and more people like me with same complaints at end of contract told we owe more. Only call I got Tues was from XXXX in Reinstatement dept of Santander, but no one would connect me to her, told me If I want car back I had to pay XXXX plus over XXXX towing fee, I don't have that kind of money.I have contract and payment history, and bill about the XXXX. I would like to see Ms. not allow them to do business in this state for such bad dealings.

Company response to consumer: Closed with non-monetary relief