Consumer complaint received 2015-07-06
Company: Santander Consumer USA Holdings Inc.
State: GA
Product: Consumer Loan
Sub-product: Vehicle loan
Issue: Managing the loan or lease

Complaint:
In XXXX or XX/XX/XXXX I requested that my service contract be cancelled that was purchased in the total cost of my vehicle on XX/XX/XXXX. At that time I was informed that a refund would sent to me in the amount of {$840.00}. Instead I requested that the refund be put towards the remaining balance of my car. I spoke with then finance department at XXXX XXXX who confirmed that they payment would be applied to my auto loan as requested. At the time of the cancelation I was approximately XXXX days past due on my auto loan. The payment was processed and submitted to Chrysler Capital on XXXX and was applied to my account well before the thirty day pass due deadline. Sometime in XXXX I received a message stating that I had not made a payment and was nearly thirty days past due. I inquired about this and learned that Chrysler Capital took my payment and never gave me credit. They informed me that the payment was not made by me, but because it was made by the dealer it does not count as a regular care payment. I then asked why as it was being reported on my credit report as a regular monthly payment. After a lengthy conversation my account was referred to the Presidents office for review. On XX/XX/XXXX I spoke with XXXX or XXXX who reviewed my account and attempted to explain the situation by providing me misleading information about how the payment was processed. He then stated that he would submit a request to correct my credit report and remove the XXXX past due marks for the month of XXXX and XXXX. He then informed me to contact him when I made my payment in XXXX and he would verify the account to make sure that a payment was made before adjusting the account for XX/XX/XXXX. After submitting my payment via XXXX XXXX XXXX bill pay I attempted to contact the presidents office again to inquire about the corrections and to let XXXX know that my payment was made. At that time I was informed that my case had been closed on XX/XX/XXXX. I was then alerted by my credit monitoring system that a XXXX day notice was placed on my credit report. I pulled my report again and observed that after making the corrections for XX/XX/XXXX early that month, Chrysler Capital then change them back after I made my payment on XXXX XXXX. I contacted the presidents office again who is now stating that they have no record of my conversations and stated that they closed my case due to a failure to contact the consumer. When I spoke with them on the XXXX it was clear that they knew of my issues and attempted to try and provide misleading information about payment processing. When I requested that information in writing I was referred to the legal department, but was not provided a phone contact, but just a fax number. I then asked for the payment back and stated that if I am going to be penalized for a payment made by the dealer then I want the refund back so I can decide what to do with it. They stated that it does n't work like that and its nothing I can do to change my status. Attached are copies of my credit reports that were adjusted by Chryslers for the negative payments in XXXX and soon after my payment in XXXX were changed back. I have since called XXXX additional times but can not get anyone to assist me. The person who originally took my complaint is never there in the office and they refuse to send me a copy of my contract which states that the cancellation of a service contract requires the consumer to send the refund back to the lien holder even if the contract was purchased in the total cost of the vehicle. The contract was included in the financing and the total price of the car, which I am still paying interest on today.

Company response to consumer: Closed with explanation