Consumer complaint received 2018-06-26
Company: Santander Consumer USA Holdings Inc.
State: TX
Product: Payday loan, title loan, or personal loan
Sub-product: Title loan
Issue: Was approved for a loan, but didn't receive money

Complaint:
I purchased a XXXX XXXX XXXX at XXXX of XXXX in XXXX, XXXX. The loan was approved with a cosigner that was not honest with me about his identity because he was an investigator. During the loan application process he would always meet with the financing department at different times than me to provide his financial information as the cosigner. Then he would call me and say that all they needed to approve the loan is my financial documentation because he had already dropped off his financials. In the loan purchase the cosigner had me add an additionally secondary insurance premium to be financed into the auto loan in case of a unexpected medical situation that would provide medical coverage and payoff car or make the car payments. The loan was approved with XXXX XXXX. Once the car was delivered to dealership I received the call I could pick up my car. Before I could leave the lot the dealership needed me to have a DEC page faxed over showing that I had insurance coverage. When I called XXXX from my phone they asked for the lien holder and the vin number for my XXXX. XXXX faxed over DEC page with XXXX XXXX as the lien holder and I left. I was told I would receive the payment vouchers in the mail for my first payment that would be due in 2 months. However, in that 2 month time frame their were multiple break ins at my apartment. Some of the items stolen were my auto loan documents, tax returns documents, child custody documents, cell phone, and my bank account documents at XXXX Bank that someone had stole the page to add themselves as an authorize cosigner to my bank account. I reported this break in at the XXXX Police Department and the items stolen and closed bank account and opened a new one at XXXX. I also reported the items stolen to XXXX on my renters insurance but there was no value to those documents and a financial lost was not detected yet. Then someone broke back into my apartment and my auto loan papers reappeared on my kitchen counter along with a XXXX Police XXXX business card that I had filed a financial crimes report with back in XXXX. When I reviewed the loan documents they were altered and not the same as I remembered. I called my cosigner and asked if the information I had was the same he had and he said yes. I then called XXXX and told him that some of my documents reappeared but they were altered. And I told them the DEC page they faxed over to XXXX of XXXX was wrong and they needed to correct my insurance policy to show the correct lien holder to Santander. XXXX told me that is what they had in their system. I asked when did someone call into to make the change because I had told them it was XXXX XXXX and the XXXX page I saw reflected different information. They said there was no change. It was always Santander. So I just thought my memory was off and made my first payment to Santander. Then immediately after someone rolled into the back of my XXXX at a stop light. The lady got out of car and said she was sorry and gave me her insurance policy to call with XXXX XXXX and they would take care of it. Farmers accepted the claim and I had my car put in the body shop at XXXX of XXXX. The car was in the shop for a week. When I got the call my XXXX was ready for pick up, I also got a call from my cosigner stating new plates had come in the mail for my XXXX. I asked why the car was issued new plates and he told me that was standard process that a car receives new plates after purchased. ( At a later date I received information from a source that once I left the car at auto shop a bad accident was stage with the car so that he could make a claim on the secondary insurance company whos bank is in XXXX, but agency is in Kentucky to set up medical charges and pay the car off and cover an apartment lease that was taken out fraudulently in my name. ) I paid on this loan that was also reflected on my credit report for almost 2 and half years thinking the loan for my XXXX XXXX XXXX purchase. When I lost my job in XX/XX/XXXX and I could no longer make payments on the car so I made arrangements with my cosigner to sell the car at XXXX in XXXX, TX. In XXXX XXXX he met me at XXXX. He had already arranged to meet with an agent there to sell my car. The agent had car documents printed for me and him to sign to sell. All the documents reflected the lien was for my XXXX XXXX and tied to my vin number. I also signed a power of attorney to transfer the title and ownership of my XXXX to XXXX. Then once I thought my XXXX was sold and walked off the lot I got a call from the XXXX XXXX XXXX, XXXX XXXX. He said for me not to sell my car. My car was paid for. The Santander loan on my credit report was not my vehicle it was my biological mother 's XXXX. I told him I was never aware of that and I had already signed documents and the car was sold. He said the damage was already done and we hung up. It was then that I thought my car just got stolen to pay off my biological mothers car and was upset, but I did not think to file a stole car police report. The XXXX and XXXX could still be in my name in someone else 's possession because all the documentation was fraudulent that was signed at XXXX. I had also gone to Santander in XXXX, TX to ask to review the loan documents because apparently I was not the XXXX that signed for the loan. Santander would never let me get past the front desk or an appointment to speak with anyone regarding this. I let my fraud prevention service, XXXX XXXX know about this and asked for them to request these documents and assist me with loss recovery. The last I heard from them on a 3 way call was them ordering Santander to provide me the documentation. And the Santander representative said that it was all their fraud charges that were awaiting them. But I never received any information on this or compensation or a status update. It was also then that I was made aware that the cosigner was not the person that he said he was, but the person 's identity he was filing the documents for to get the loan had provided him with his documents to get the loan for him. Another red flag after I thought I sold my XXXX at XXXX was my credit report showed one month later XXXX XXXX had run my social security number for a policy that showed up on my credit report. I included that in my financial crimes report with the XXXX Police Department in XXXX because I did not and still do not have a vehicle at this time nor did I authorize Farmers to run my credit report for an insurance policy.

Company response to consumer: Closed with explanation