Consumer complaint received 2021-05-07
Company: Santander Consumer USA Holdings Inc.
State: GA
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Struggling to pay your loan
Sub-issue: Problem after you declared or threatened to declare bankruptcy

Complaint:
I am a XXXX who had a major complication in XXXX, this happened in the hospital. Later the hospital made my ability to work difficult and used excuse to get me out of the hospital and I was later cleared by the State Board. It was during this difficult times that my loan and other financial situation got worse. When the Case was to go to court in XXXX, I filed for Bankruptcy to protect myself, I eventually did not go with the Bankruptcy. May be it was because of the Bankruptcy that Satander Consumer USA stopped sending we bills, they had not sent me bills since XXXX ; NOTHING. 
In early XXXX, COVID-19 started and most hospitals stopped Surgeons from doing surgery. Luckily, I was able to obtain Privilege to do Surgeries at another Hospital. In XXXX of XXXX, I got a call from Satander about paying off the vehicle with {$6000.00}. I explained my situation with the lady saying I was not allowed to do surgeries for months and surgeons are just now being allowed to do surgery. I begged her to let me pay monthly, but she claimed that I had not paid in 500 days, which was incorrect. I was so insulted that I could not call them back. Luckily, I was able to make double payments on line, but could not see all my previous payments. They refused to respond to my emails, appealing to them ; these will be attached. 
Suddenly, while I paid them monthly, they came and towed the vehicle yesterday, XX/XX/XXXX. I had asked them for a payoff in writing by email, they refused to respond. When the car was towed, a gentleman, XXXX # XXXX, who answered their phone wanted me to pay far more than what I was told on line. I explained to him that I was told to pay {$6000.00} in XX/XX/XXXX, I had already paid {$4000.00}, why will you now tell me to pay {$7700.00}. Anyway, my Business had picked up, I rushed to pay the money by " XXXX XXXX '' because they refused for me to pay them directly. Unfortunately, another form of payment was used by a XXXX lady at the XXXX XXXX Kiosk, unknown to me ; she used Check free pay, which I have NEVER heard of. Satander is aware of this form of payment but they refused to accept it saying I have to wait for days to collect my car. I rushed back to XXXX, the attendant explained to Satander staffs that everything was done properly and it showed same day payment in their system, satander refused. All this happened during my clinic hours. All my patients got upset and left.

I complained to Satander about COVID interruption, they claimed they were not aware that it affected me. My email exchange will show that they are not being truthful and they DO NOT CARE. This was a used car paid with a ridiculously high interest, I had to get the car so I could run my Business.

I am not sure what remedy will apply. I had paid and overpaid them and I hope they will return the vehicle and the Title, but the whole world needs to know what is going on.

Company response to consumer: Closed with explanation