Consumer complaint received 2020-03-16
Company: Santander Consumer USA Holdings Inc.
State: WI
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Managing the loan or lease
Sub-issue: Problem with additional products or services purchased with the loan

Complaint:
On XX/XX/XXXX I was hit by a XXXX  bucket truck. XXXX we found out that they were deeming it a total loss. XXXX  ' insurance company since XXXX has been either faxing the information Santander and or have emailed it to them and they keep claiming that they haven't received it. 3 weeks ago they put it in the mail and to this day they are still trying to take the car away. We have Gap insurance on the vehicle and still they are not responding to them or us as far as getting this resolved. I also filed a complaint with the XXXX  and they have yet to respond to that complaint. I'm including that information here the date of this compliant is : XX/XX/XXXX : Complaint ID # : XXXX Business Name : Santander Consumer USA , Inc. 

Thank you for taking the time to submit your complaint to the XXXX XXXX XXXX ( XXXX  ) Serving XXXX XXXX Texas. Your submission will not only allow us to work toward a resolution of your specific complaint, but will also help us monitor the latest trends in the marketplace at-large. We recognize there are many places where consumers can share their feedback about a particular business experience, and we appreciate the fact you have chosen XXXX  to assist you. 

Your complaint was received by our office and has been assigned case ID # XXXX. A copy of your concerns have been sent to : Santander Consumer USA , Inc. 
XXXX XXXX XXXX XXXX XXXX XXXX, TX XXXX How long does the process take? 
We have contacted the business and asked them to provide a written response to your complaint. We encourage them to be prompt in their submission, but some disputes may take longer than others to conclude. We ask for your patience as we work to obtain this response. XXXX  strives to have cases closed out within 30 days of receipt, but your individual case may take more or less time, depending on the complexity of the case and the responsiveness of the business. 

What happens if the business responds to XXXX? 
If we receive a response from the business, you will be notified and asked to review the submitted information. You can view your case progress and provide updates at any time using the link below : http : XXXX. 

What happens if the business doesn't respond to XXXX? 
XXXX  will make every effort to obtain a response from the business, but some businesses simply do not ever respond to our requests. If our contact attempts are unsuccessful, your complaint will be closed out as " unanswered '' and you will be notified. It is important to remember that XXXX  is not an enforcement agency and we can not compel a business to provide a response or deliver your specific desired resolution. However, failure by the business to do so may result in a negative impact on their rating with XXXX, which may drive away future customers. XXXX  can also refer you to other agencies and/or regulators who may be able to assist you. 

What if the business contacts me directly? 
If you receive contact from the business directly and they resolve your complaint, please let us know so we may close the complaint out accordingly. You may provide updates using the caselink above, or via email to XXXX. 

How do I avoid a similar experience in the future? 
We always encourage you to Start with Trust and look for a company on bbb.org before you make a purchase or sign a contract. You can also call us at XXXX and our experts will gladly provide free, objective, and accurate information about businesses and charities throughout North America. 

Sincerely, XXXX XXXX Department XXXX  Serving XXXX XXXX Texas XXXX XXXX XXXX, XXXX XXXX, XXXX, TX XXXX p : ( XXXX ) XXXX f : ( XXXX ) XXXX e : XXXX I spoke to my attorney at XXXX XXXX XXXX XXXX  - ( XXXX  ) he has stated that neither XXXX  's insurance company ( Esses? ) can figure out why they are not excepting the paper work. Each day this goes on it is impacting my husband 's credit.

Company response to consumer: Closed with explanation