Consumer complaint received 2020-04-02
Company: Santander Consumer USA Holdings Inc.
State: NJ
Product: Debt collection
Sub-product: Auto debt
Issue: Written notification about debt
Sub-issue: Didn't receive notice of right to dispute

Complaint:
1 ) Santander repossessed my car on XX/XX/XXXX. previous requested a loan modification which was not offered to me. 
2 ) There were two payments XX/XX/XXXX and XX/XX/XXXX that I did not pay anything on the car note but was trying to work our a deal to pay them, and they repossessed my car, In XX/XX/XXXX I did pay a full payment. 
3 ) told Santander I wanted to reinstate my car was told on XX/XX/XXXX right after repossession, that I was behind two full payments and needed to pay that before reinstating, was also told about by another representative that I need to pay the car in full and my mom was told by a representative that I could pay was owed on the car which was about 1500 and change to get my car reinstated my mom and I agreed however they never after several calls came back to us on how to pay the arrears and get back the car. 
4 ) They retaliated against us for making a complaint with CFPB and also the XXXX and several unanswered calls to Santander bank a representative stated she could no longer work with us to get car back because we filled a complaint against the company and that the car would be on hold and not sold for 10 days and that they have up until XX/XX/XXXX to make a response back to the complaint. we told her we would resend the complaint if we can get the car she stated it was now in the hands of the legal department. When asked if I can calls someone she said no that I couldn't speak to anyone we had to just wait until they response to our complaint on the matter. Before the two weeks was up on XX/XX/XXXX my son called Santander and pleaded with the company to reinstate his car due to the pandemic and emergence and he needed his car for transportation for his family. A representative from the executive office then stated that she would try to have the car taken off of hole by the reinstatement department ( one department after another ) and that she would call my son back. he waited and waited for a few days and received no call back. On Monday XX/XX/XXXX in the afternoon we decided to call Santander again and got a representative on the phone who stated we had to speak with a manger, after she made several attempts to contact a manger which left us on hold for several minutes she stated she could not reach a manager and she took both our names and phone numbers and explicitly told us that someone will contact us by the end of the day, No one did. Yesterday I noticed that Santander sent a response back to us stating about the reasons why the car was repossessed, we write a rebuttal to the letter which indicated that Santander also received a copy of a complaint from the CFPB which was indicated in the response. Still the response did not indicate a means of retrieving the car and stated we had to call the XXXX number and speak with a manger which we have done time and time again but to absolutely no avail. Today XX/XX/2020 we decided to call Santander once again to see what we need to do to reinstatement the car so my son can get it back. We spoke with XXXX in the reinstalltement department who told my son we took to long to get the car and it is now a charge off and we have to pay full price for the car and that the previous installment options are no longer on the table, We called back to Santander to speak with another manager put when we explained to the representative what we went through these past weeks, she connected us to someone in the executive office. the individual from this office stated after reading that the charge off was done on XX/XX/2020 and that we needed to speak to the reinstatement department. I asked him for a supervisor or director of this department he refused to give me a name of a higher executive over the reinstatement department. At first he stated he would try to speak to someone in the department however the phone kept muting so I assuming someone is the office may have persuaded him against the idea. 
This is the second compliant made by my son and my self to CFPB, the first one was mailed about XX/XX/2020. I believe that Santander has retaliated against me and my son for issuance of a legal complaint process. They intentionally stalled the process so that the car can be charged off and we could no longer get our car back by requesting full payment of the car. they never called us back on XX/XX/2020 once again knowing that the car would be charged off and making it more difficult for us to obtain. it was explicitly stated to us there will be no sale or financial rendering while the hold was on the car. But id the car was charged of then the charge off preceding was still going on during the time they said we could not do anything to save our vehicle. Santander wrongly utilized unsavory business tactics to manipulate the sale and or auction of this car. I do have additional document and letters to verify our communication with this Santander if needed.

Company response to consumer: Closed with explanation