Consumer complaint received 2018-07-11
Company: Santander Consumer USA Holdings Inc.
State: FL
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Struggling to pay your loan
Sub-issue: Denied request to lower payments

Complaint:
On XX/XX/2018 Santander repossessed my vehicle for non-payment. I had been making my payments to XXXX XXXX XXXX XXXX since XX/XX/2018 who was my previous finance company. I had no previous communication, relationship, etc. with Santander other than a denial letter I had received from them dated XX/XX/2018. After several dizzying phone calls I located Santander and told them I that I had financing through XXXX XXXX  and had been making my payments. They reacted as though I were crazy. They requested documentation of my payments to XXXX XXXX and provided me a fax number and stated that if I could provide proof that I had been making payments to another finance company that a mistake must have been made at the dealership and this was beyond by control. They also stated they would refer my account to their " higher-ups '' to ensure that my credit was fixed so I wouldn't have repossession and missed payments. They stated they would also see what they could to " reset '' my loan to begin with zero days late and zero days past due. I was referred to the Office of Consumer Practices and stuck with a man named XXXX XXXX who changed promises like coffee cups. When he would request documents I would provide them, then he would request something else. He kept promising that he would get my vehicle back to me, fix my credit report, adjust my loan to be due in XX/XX/XXXX due to the length of time the investigation was taking ... .but none of this happened other than getting my vehicle back. 

He told me in the middle of XX/XX/XXXX that he was waiting for approval from his supervisors to have my loan due XX/XX/XXXX and to set the 4 payments I had made to XXXX XXXX onto the back of the loan. I had filed a complaint with the FTC due to the issues with them repossessing my vehicle, the dealerships grievous errors, XXXX XXXX accepting payments on an account that existed one day and then didn't the next and empty promises from my current finance company. 
The immediate solution in XXXX XXXX 's mind was for me to retrieve my vehicle. I was tricked into signing a document which moved three ( 3 ) payments to the back of my loan ( XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX ) and was told that they were only authorized to move that amount in their department and were still waiting for approval from their " higher-ups ''. [ They still have not addressed the damage that was done while it was in the auction 's care or the loss of my and my son 's personal possessions! ] After I retrieved my vehicle, the entire story changed and XXXX XXXX accused me of being confused. I requested that he pull the phone calls and he refused. I told him that he lied and tricked me into signing that document so that I could get my vehicle back and he told me that he did nothing of the sort. Again, I requested that he pull the phone calls and listen to them as he explicitly stated that he was waiting for approval for my loan due date to be moved to XX/XX/XXXX. My credit still shows as this account being in a closed " repossessed '' status. I have repeatedly requested XXXX XXXX 's supervisor and he stated that there is no one else to speak with other than him. I fear that I am being bullied and taken advantage of and I am not being treated fairly in an already unfair situation. I need some help. I lost my job due to my vehicle being taken. I have been accused of many things during the past two months and XXXX XXXX should not be doing this job. Now I have received a letter today, stating that they want to repossess my vehicle again!

Company response to consumer: Closed with monetary relief