Consumer complaint received 2022-02-25
Company: Santander Consumer USA Holdings Inc.
State: MI
Product: Vehicle loan or lease
Sub-product: Lease
Issue: Managing the loan or lease
Sub-issue: Billing problem

Complaint:
I made a payment of {$480.00} on XX/XX/XXXX for XXXX payment. At the near end of XXXX I discovered in my bank account that XXXX XXXX took a second ( additional ) unauthorized payment of {$480.00} on XX/XX/XXXX. I thought well XXXX 's payment was still due so I let it go. 
That was Until I received a phone call from XXXX on XX/XX/XXXX advising my account is past due for XXXX and that I still owed a payment. 

I called XXXX XXXX on XX/XX/XXXX and spoke with XXXX XXXX. He advised that I send my XXXX bank statement showing that the payment was withdrawn from my account. I sent my bank statement on XX/XX/XXXX and it was NOT received. I sent my bank statement on XX/XX/XXXX and it was NOT received. I sent my bank statement on XX/XX/XXXX directly to XXXX. Not only did I speak with XXXX but we conferenced in my credit union, XXXX XXXX, to confirm the bank statement information. He confirmed he received the statement and forwarded it to the XXXX Department for review. I was told XXXX business days for review. After the review ( XX/XX/XXXX ) I called and spoke with XXXX. XXXX advised that it was still under review. XXXX also advised that this is not XXXX 's issue and I must have sent duplicated payments and that I should contact my bank and get the money bank from them. He was rude and blamed the entire situation on me because it couldn't be XXXX XXXX XXXX XXXX. 

On the tenth business day, XX/XX/XXXX, I received a call from XXXX XXXX and she advised that XXXX was no longer my account manager for this escalation and that XXXX XXXX was going to be taking over. She claimed she is very good at getting to the bottom of tough situations. I proceeded to call XXXX XXXX XXXX XXXX asking for her to call back each day that week for an update. I did not hear back from her until the XXXX of XXXX. At this time she advised that I needed to send not only my XXXX bank statement but also XXXX and XXXX up to the current day, XX/XX/XXXX to show that the payment was not returned back to me. XXXX XXXX stated if my statements do not show a returned payment, XXXX will credit my XXXX payment. I sent all requested documents on XX/XX/XXXX. Finally we are approaching a resolution, so I thought. 

Since XX/XX/XXXX, I have had no contact with XXXX XXXX. I have called to follow up and each time I have called I have spoke with a different person. In total from business day XXXX I have spoken to XXXX different people in total. Names as follows : XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX XXXX, XXXX, XXXX and XXXX. 

On XX/XX/XXXX it was reported to my credit report as a missing/deliquent payment over 30 days. My credit has been perfect since I had corrected it 10 years ago. My credit report took a XXXX point hit. Now my fiance and I face trouble listing our current home to buy a new home. 

I called to expedite resolution due to my credit score tanking on XX/XX/XXXX and I was told there is no resolution and that I need to continue to be patient. 

I called XX/XX/XXXX to continue to follow up. I spoke with XXXX and she advised we needed to contact my bank and do another conference call. XXXX advised that XXXX now needs documentation and transaction numbers from the third party bill payment company. For the record, I do not have bill payment setup with my bank to pay ANY bill. My bank is currently in the process of getting the requested information to XXXX. XXXX also advised there is a document deadline of 3 business days. I stressed to her this is the first I am hearing of a document deadline and that I have done everything they have asked of me or sent in all documenation that has been requested. This is a process that is on my bank and there should absolutely be no document dealine as this process is out of my control. She was not forgiving regarding this. 

I received a letter in the mail threatening repossession of the vehicle on XX/XX/XXXX. 

I then called XXXX XXXX back and paid my account up to date in order to avoid future credit reporting and repossessing of the vehicle. I paid XX/XX/XXXX payment, XX/XX/XXXX payment and all late fees. 

I spoke to XXXX today, XX/XX/XXXX, and there is still no resoluation as we are on the XXXX business day. I asked to speak with someone above the Executive department but no management was available. She stated someone will be calling you back in 24-48hrs ( business time ). I asked that my credit report be fixed immediately in order for my Fiance and I to move forward with our home selling/buying process. I paid XXXX payments twice now. There has been NO forgivness on XXXX XXXX 's end. They will not remove the bad remark on my credit until the payment has been located on their end. 

Due to this terrible experience, I will NEVER use XXXX XXXX for any my vehicles moving forward. Most of the Account Executives I have spoken with have been rude and unforgiving. The others I have spoken with continue to apologize but tell me there is nothing they can do. Each time I am close to a resolution, XXXX pulls the rug out from underneath me and I have to fetch another document or provide additional informaiton. This has been by far the worst experience I have gone through with a financial instituion.

Company response to consumer: Closed with explanation