Consumer complaint received 2017-05-18
Company: Santander Consumer USA Holdings Inc.
State: CO
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Managing the loan or lease
Sub-issue: Billing problem

Complaint:
On   XXXX   XXXX   XXXX  , I purchased a   XXXX   XXXX   XXXX   VIN #   XXXX   from   XXXX     XXXX   XXXX   XXXX   XXXX     XXXX   XXXX  , CO  XXXX ,   XXXX   XXXX   XXXX   XXXX   ( Exhibit A ). The financing department at   XXXX   told me the 72 month contract was accepted by Chrysler Captial,   XXXX   XXXX   XXXX  ,  XXXX , TX   XXXX  , Phone :  XXXX . The payments would be {$790.00} per month due on the  XXXX  of every month beginning   XXXX   XXXX   XXXX  
On   XXXX   XXXX   XXXX  , I received a call from   XXXX   XXXX   Assistant,   XXXX   ( Exhibit B ). He told me that the 72 month contract had not been accepted by Chrysler Capital. I must return to the dealership asap. I told him that I could visit the dealership Saturday at   XXXX   On   XXXX   XXXX   XXXX  , I arrived at  XXXX    XXXX   XXXX   XXXX   XXXX  ,   XXXX   XXXX  , CO  XXXX ,   XXXX   XXXX   XXXX   XXXX   at   XXXX  .   XXXX   XXXX  , Finance Manager, told me that I would need to return the car or sign a 60 month contract because that is all Chrysler Capital would accept. I had already sold my other car and needed a vehicle to work. Upset, I had no choice but to sign the contract ( Exhibits C1, C2, C3, C4 ). The new contract is for 60 months with a payment of {$880.00} due on the  XXXX  of each month beginning   XXXX   XXXX   XXXX   ( Exhibit C3 ). The 72 month contract was taken by the dealership and shredded.
On   XXXX   XXXX   XXXX  , I received a statement from Chrysler Capital reading a payment of {$790.00} due on   XXXX   XXXX   XXXX   ( Exhibit D ). I telephoned Chrysler Capital to ask that the due date be changed as there is a discrepancy. The woman on the phone told me she did show two contracts : one for 72 months and one for 60 months. She said the issue would be looked into and the date for payment would be changed to the   XXXX   of every month beginning   XXXX   XXXX   XXXX    She told me to fax a copy of the 60 month contract ( Exhibit E ). I mailed the payment to comply with the   XXXX   payment date even though I would continue debating the issue.
On   XXXX   XXXX   XXXX  , I telephone Chrysler Capital ( Exhibit F ). I spoke with a gentleman who told me the payment still had not been received and that the contracts were both in his system. He agreed that the 60 month contract was the binding contract as it was signed subsequent to the 72 month contract. He further stated that my due was   XXXX   XXXX   XXXX   and he would have the matter corrected.
On   XXXX   XXXX   XXXX   I logged into Chrysler Capitals online portal to see if my payment posted. The payment did post. However, Chrysler Capital showed that my next payment is due on   XXXX   XXXX   XXXX   for {$780.00} ( Exhibit G ). This is incorrect as the correct shows the due date of the  XXXX  which means my second payment is due   XXXX   XXXX   XXXX  .
On   XXXX   XXXX   XXXX  , at   XXXX  , I called Chrysler Capital and spoke to  XXXX  , Office of the President. She was belligerent and condescending stating that I was wrong and trying to manipulate they system into allowing me a different payment date. At this point, I decided to contact the Consumer Financial Protection Bureau for assistance.

Company response to consumer: Closed with explanation