Consumer complaint received 2018-09-10
Company: Santander Consumer USA Holdings Inc.
State: GA
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Managing the loan or lease
Sub-issue: Problem with the interest rate

Complaint:
I went to XXXX XXXX XXXX in XXXX GA XX/XX/XXXX. My car had broken down two days prior to this date, and they drove 5 plus miles to get me for the XXXX XXXX I had applied financing for online. When I got there, the car had just sold. I was offered a XXXX XXXX for a little cheaper price. After signing the monthly payments went from {$250.00} to {$320.00} because of credit. With a six year loan payment and with four years in at a 28 % interest rate from Santander Consumer USA, I have maybe paid {$400.00} in principle. Looking back at the time Im paying {$25000.00} for an {$11000.00} car with at the time a {$20000.00} annual income before taxes. I was originally told I could not get approved without a cosigner, and when I didnt have one, they said they would make it work. So fast forward a year and a half later to XX/XX/XXXX, I had paid my car payments via money order for the whole period of time of having my car. During XXXX payment nothing changed, I made my usual payment of {$320.00}. On XX/XX/XXXX I received a call that I was late on my payment, and that I needed to make a double payment ASAP. So I explained how I mailed a money order in weeks ago, and they said it was not posted and insisted I pay double. I immediately called XXXX XXXX and they told me it was cashed on XX/XX/XXXX. I would have to pay {$12.00} to find out more information, which I did. Weeks later I got a photocopy of an altered money order, which said Pay to the Order of XXXX. The back of the photocopied money order had a stamp of deposited from XXXX XXXX XXXX in XXXX XXXX, Texas. They werent allowed to release any information, other than it is an account with them. I called Santander back and spoke with a CSR who told me XXXX is one of their subsidiary companies. After that call, my number was automatically transferred to the Office of the President every time I called. They told me no one from their company would alter, change, or write on a check, and cash it. They told me someone from XXXX ( supermarket ) where I purchased the money order must have done it. This logic made no sense because how would someone from XXXX in XXXX, GA know about a subsidiary company of Santander in Texas, and then why would I then sends you that money order. They refused to take accountability and they could not find the check that was cashed. On XX/XX/XXXX I received a check from Santander which I still have to this day with my exact payment on it. When I called to ask what this was they told me they have no idea and there are no records of it anywhere and to just deposit it, and if it clears its all yours. Exact words of the rep! I refused to cash it and asked to speak to someone form the Presidents office. That night I spoke with a lady who told me to cash it or it will be applied digitally to my account. I refused to cash it and we went back and forth for weeks on XX/XX/XXXX I received a letter of repossession stating to pay on the XX/XX/XXXX. I refused and no repossession. They tried many scare tactics for me to cash this phantom check that could not be located anywhere in their system. This continued on for well over a year. On XX/XX/XXXX I sent a demand letter asking to be let out of my loan. One I have more tan paid the value of the car two ; its a federal offense to alter a payment of any kind. It reached someone high up who told me the same thing ; someone from XXXX must have done it. I replied how would anyone do this and even know about it. He then rebottled with sometimes the computers have companies saved, which is true. This was hand written ; he paused, and asked me to send him a copy. Which I did immediately, and after going back and forth for a few days he stated that I would have to go forward with legal matters because he was not letting me out of my loan. On XX/XX/XXXX, I called asking for interest rate and they told me I had an extension applied to my account in XX/XX/XXXX because of a late payment in XX/XX/XXXX. This was the payment stolen, altered, and cashed. and I didnt sign for an extension ( which is policy ) because why would I do that when I paid on time and someone from your company illegally forged and cashed my payment. I asked for a recording of that day in XXXX when I supposedly requested an extension they said okay, and it would take a week to 15 days. It is now XX/XX/XXXX and I am now being told well pulling recordings can take some time. Reading other complaints on different forums, and the class action lawsuit complaints, the altered check has happened to other customers as well as the lawsuit which was a win where Santander settled for XXXX XXXX dollars charging people high interest rates it knew customers couldnt afford. I have gone back and forth with them for two years.

Company response to consumer: Closed with explanation