Consumer complaint received 2019-08-18
Company: Santander Consumer USA Holdings Inc.
State: NJ
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Struggling to pay your loan
Sub-issue: Denied request to lower payments

Complaint:
Dear CFPB  , Hope that this email finds you well . Few months ago I had filed a complaint against Santander consumer in which I have requested Santander to remove the repo away from my credit report and have denial my request .  As the driver arrive into my house I called Santander paid the past due amount in full them told the towing driver that the balance was paid but he still towed the car away .  As i read Santander's respond very carefully I notice that not only they denial my request to remove my repo on complaint CFPB Case Number : XXXX but I also notice that many of the information they had provided was a misleading or inaccurate information . Dear CFPB I would like to file another complaint against Santander USA . Santander I would like to ask you again to provide the answers with details to following questions as you previously fail to answer to do so I when I requested . Please answer all the questions below in case I needed for court purpose or to provided the necessary information to the New Jersey Office Attorney General Of Mr. XXXX XXXX XXXX . 1 : In 2016 while my account was in good standing I try many times to lower my very high interest  , Santander can you please explain why I were denied  ? 2: Santander please explain what proper steps you took to make that decision ? 3 : Santander during XXXX  did you  look at my payment history  ? Or do you find out if I were still employed  ? Or you did run my credit to completely denial my request  ? Car Repo : Santander Please provide answers with details to following questions . As I previously stated that the towing driver almost kind of force me to give him the car keys even as the payment for the amount of $ XXXX had already been made . 4:  Please tell me why the towing driver still towed my car away even after payment had already been made with a debit card  ? 5: Why the driver refused to speak with the Santander rep i had on the phone to verify if the payment has been posted as up to this point my car is still parked in front of my house  ? 6: Why the towing driver violated the Breach Peace a New Jersey State law , when he said that if I didn't give him the keys he was going to brake the Ignition switch to take the SUV ?  He also stated that the switch part was going to cost me another $ XXXX  dollars to fixed if he needed to break the switch to put to SUV on the Tow truck ?  As you can see the driver intentions were very clear to tow the car regardless if the payment has been posted or not  . I recently investigated with local XXXX XXXX  XXXX and inquired about how much the Ignition switch cost and all the dealers had the same price not including labor.  Santander if you like to inquire about the price please contact any XXXX XXXX   dealerand give them the last 8 numbers of the VIN  XXXX XXXX XXXX model and see how much the ignition switch cost.  For reference about to the switch cost please see the attachment quote from XXXX XXXX XXXX  XXXX  .  Dear CFPB please see below my respond for Santander USA previous complaint Number : XXXX reply  with my supporting documents  on this new complaint .1: Santander stated that they did not try to withdraw two payments on XXXX XXXX . Please look at my two different bank statements attachments  . One payment was withdraw from account ending in XXXX old account which at that time didn't  have sufficient funds as I had changed account. Second payment from account ending XXXX new account which was the new account I set up with them over the phone few days prior. 2: Santander claimed on their respond that I had contacted them on XX/XX/XXXX  not been able to access the system to change my bank account , But why Santander did not mentioned that i tried to contact them many times in XXXX  trying to access their system to put in my new bank account and were not able to . Please see below the two password links that Santander sent me in XXXX before my payment was due . Temporary Password Code : XXXX sent by Santander XX/XX/XXXX ,Temporary Password Code : XXXX Sent by Santander XX/XX/XXXX Santander reps made the situation harder as they refused to enter my new account manually even when I had explained to them that the two links they sent me to change the account were not responding .  Finally after so many attempts trying to enter the new account a manager from Santander decided to enter my new account ending XXXX  manually and assured me that all future payments were going to come out of the new account and as new account was entered successfully the payment for the month of August was posted on its due date with no problem. But after the payment from the new account has cleared as I claimed , Santander still try twice to withdraw the payment for the month of XXXX from the old account with no funds in the account even when I had reach out to Santander few days earlier and the changes had already been made on the accounts .  Front this point forward this is how everything started as Santander keep me away from been able to have automatic payments on my account because I didn't have money on the old account , But still Santander withdrew the money from new account for the month of XXXX  . 3 : Santander claimed that I redeemed back my car on XX/XX/XXXX and this is very inaccurate / false  because I redeemed back my car on XXXX  XX/XX/XXXX .  OnXX/XX/XXXX I booked a flight on XXXX  from XXXX XXXXh to XX/XX/XXXX , I were supposed to fly out of XXXX on XXXX XXXX in the morning on XXXX XXXX flight # XXXX , But because my car was still on the towing garage the earliest I were able to get back the car was going to be on XX/XX/XXXX at XXXX  .  For that reason I changed the flight to leave on XXXX XXXX  flight XXXX at XXXX XXXX   and I had my wife to drop me off at their XXXX  NJ yard location to get my car and drive my self to XXXX to catch my flight . Dear CFPB , Can Santander explain why they stating on their documents that I pick up my car XX/XX/XXXX when I actually got my car back on XX/XX/XXXX  around XXXX XXXX ? 4: Lastly the next morning after my car got towed I spoked with Mr. XXXX XXXX  and I explained  to him of how they towed my car and what he said he was going to be removing the repo from my credit after I paid off the car , Then after I paid off my car nothing happened . Dear CFPB - Mr. XXXX is denying that the conversation took place as he said he has no record of it , But the conversation did happen and his promise was never delivered . Can you ask Santander as a lender institution if they have any records on their system of all my calls on XXXX when I was trying to lower my interest and I were denied me without giving me any writing explanation with details of their decisions . I Would like to ask again for a resolution and kindly ask Santander to have the repo be removed  from my credit report  . You need more assistance or information do not hesitate to reach out to me. XXXX XXXX XXXX Email Address. XXXX

Company response to consumer: Closed with explanation