Consumer complaint received 2019-11-25
Company: Santander Consumer USA Holdings Inc.
State: MO
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Managing the loan or lease
Sub-issue: Billing problem

Complaint:
After reconciling this loan for a second time, I found that Chrysler Capital has been miscommunicating with me since XXXX regarding my loan which caused issues with my payments that should not result in my having to pay the late fees and be punished by reporting late payments on my credit reports as it is not my fault they have failed to communicate with me. If they do not communicate with me properly through all communication channels then how am I supposed to know there is any discrepancies with my books vs. theirs. After this last reconciliation of my account, I found the following issues : 1. My email address was changed back in XXXX from XXXX to XXXX. I notified Chrysler Capital AND the old email has a auto rely that states it is no longer monitored and to please use/change to the new one. They were email statements only to the old email address. I have not received proper communication as a statement or letter regarding the loan to a correct email address OR to my physical address. I had nothing to reconcile against monthly which resulted in me making double payments on a couple different occasions then skipping the next month thinking that I was paying twice to pay ahead. This was found to be wrong while MYSELF reconciled the account in XX/XX/XXXX to find this was incorrect.

2. I changed my cell phone number to XXXX back in XXXX and notified Chrysler Capital on multiple occasions. When reconciling this account I FOUND that all those statements I never received because they had the wrong email AND I was not receiving anything in the regular mail ALSO stated that my main phone number was " invalid ''. They never updated my phone number. This resulted in them not communicated with me correctly. If there was any discrepancies on my account, they should have notified me so I could have taken care of it sooner than when I actually reconciled the account in XX/XX/XXXX. 

3. My work number has not changed either. When reconciling the account I FOUND that all those statements I never received because they had the wrong email AND I was not receiving anything in the regular mail ALSO stated that my work phone number was " invalid ''. This is false information as my work number is still an active number. This also resulted in them not communicated with me correctly. If there was any discrepancies on my account, they should have notified me so I could have taken care of it sooner than when I actually reconciled the account in XX/XX/XXXX. They could have reached me at work at any given time.

4. This is a joint account and they have the joint account holders information. Once again if there was any discrepancies on the account they could have contacted them to get this resolved instead of waiting for me to " CATCH '' the issues. 

How am I supposed to know their is a discrepancy if I am I'm not notified correctly to reconcile when on my accounting books I showed something different then them? This is poor communication and miscommunication by Chrysler Capital that I should not be punished for. If I would have known about the discrepancies sooner that I would have resolved them before XX/XX/XXXX.

Company response to consumer: Closed with non-monetary relief