Consumer complaint received 2017-11-14
Company: Santander Consumer USA Holdings Inc.
State: TX
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Managing the loan or lease
Sub-issue: Billing problem

Complaint:
The vehicle was XXXX XXXX in a XXXX XXXX at XXXX XXXX on XX/XX/XXXX.  XXXX totaled the car and called Santander to request a payoff quote that was 15 days out. My son and I where advised that our account would be documented and the car company would deal with the insurance company once I provided them with the policy and claim information. We signed over the title to XXXX and received our check portion to go and obtain another car. The day we signed over the title POA was on XX/XX/XXXX. It was our understanding that the check would be sent to Santander and XXXX would receive a salvage title. I have had no additional communications with Santander until today when one representative called me to inquire if I had receive any funds from the insurance company. I advised I had weeks ago and that XXXX told me they would send out there check. They stated they had been calling XXXX for weeks and needed a status. I advised I would call XXXX and obtain some information. I received the check information. The check number is XXXX for {$3200.00}. I processed to call Santander back with the information I obtained. I then spoke to XXXX who advised me that my credit report would be damaged because the check had not been received. She also proceeded to tell me that they had already been in communication with XXXX and they did not send out their authorization until XX/XX/XXXX or XX/XX/XXXX, which was well after I signed my documents releasing us from the title. The payment becomes 30 days late as of XX/XX/XXXX. However, this is the first call and conversation I had with Santander and felt harassed to provide a payment I did not know I owed as I did not receive any mail, voice mail or email concerning a delay in the payment. My portion was done. We took the funds we got put 97 % towards the car and paid over {$350.00} for insurance. Now, I am being told I need to make a payment for a loan that should have already been paid off. But due to Santander 's delay in getting the necessary docs out, I am being called to collect. I am confused. When is it my fault that you did not send the paperwork off until 5/6 days later. How am I suppose to come up with money I did not know I owed? At no time did any advise me to continue to pay until the check was received. I feel like I am being bullied after an accident that we are still receiving medical treatment for. I am bringing this up to my attorney as well because I feel XXXX  XXXX and XXXX from this whole experience. I do n't understand that if they had already spoke to XXXX why did I receive the call. If they already knew the check was in the mail what were they expecting from me. The last I talked to this company was around XX/XX/XXXX or XX/XX/XXXX. I provided with the information they requested concerning the claim. It has been almost a month and now you want to call. There has been no letter in the mail explaining our next steps, what we should continue to do or follow up with the insurance company. I feel like this company believes I should read their mind.

Company response to consumer: Closed with explanation