Consumer complaint received 2015-09-25
Company: Santander Consumer USA Holdings Inc.
State: GA
Product: Consumer Loan
Sub-product: Vehicle loan
Issue: Managing the loan or lease

Complaint:
In XXXX 2015 I ( XXXX XXXX ) initiated the cancellation process for my service contract that was included in the total purchase cost of my vehicle. In XXXX 2015 a refunded in the amount of {$840.00} was sent to XXXX XXXX who would then send me the funds in the form of a check. At my request, I instructed XXXX XXXX to apply the refund to my Chrysler Capital Account for my XXXX payment. The payment was received by Chrysler Capital on XXXX XXXX, 2015 and was applied to my loan account as a " payment '' towards the balance I owe on my car. 
On XXXX XXXX, 2015, I ( XXXX XXXX ) received a phone call from Chrysler Capital Collections Department inquiring why I have n't made a payment on my vehicle. When I informed the customer service representative that I a payment was made for me by the dealership in the amount of {$840.00} she stated that a payment that was not sent directly from me does not count as a payment towards the vehicle. She then went on to say that the payment that was sent by XXXX XXXX on went towards the principle and not the regular payment amount. A brief discussion went on about the payment, with no results. My complaint/dispute was then forwarded to the Office of the President for review and I was informed that I would receive a phone call from them within 48 hours. 
On XXXX XXXX, 2015 I received a phone call from the Office of the President with Chrysler Capital in regards to my dispute over how the payment of {$840.00} was applied to my account. The customer service representative attempted to provide me with several explanation as to why the payment went towards the principle and not the regular payment amount. He even referenced my sales contract but could not directly provide me any information as to where the information was located. Because I continued to pursue a resolution and was going to elevate my dispute even further the Office of the President and I ( XXXX XXXX ) made a verbal agreement to resolve the matter. It was agreed between both parties that the delinquency reported for XXXX 2015 would be corrected to reflect a current status. It was also agreed that a payment in the amount of {$790.00} be applied to the account on or before XXXX XXXX, 2015. When this payment is made the payment statuses for XXXX 2015, XXXX 2015, and XXXX 2015 will also be corrected as well. 
On XXXX XXXX, 2015 I received a credit report from all the XXXX major reporting agencies which reflected a change in the payment status for Chrysler Capital, XXXX 2015. The status was changed from 30/60 days past due to current. As agreed I submitted payment on XXXX XXXX, 2015 in the amount of {$790.00}. When I contacted the Office of the President to follow-up on our agreement, I was informed that my case was closed and that they would not uphold there end of the agreement. 
In XXXX XXXX, 2015, I received a notification from my credit monitoring service that some changes were reported on my credit report. When I viewed the notification, it stated several delinquent payment statuses for the months of XXXX 2015, XXXX 2015, XXXX 2015, and XXXX 2015. I quickly contacted Chrysler Capital to inquire about the status but was denied access to any information. 
Shortly after I filed a dispute with the Consumer Financial Protection Bureau regarding the previously reported activities. My dispute was accepted and provided a case number ( # XXXX ) for and investigation into my dispute. The dispute was then forwarded to Chrysler Capital and they submitted in the response. In XXXX 2015 I contacted Chrysler Capital again regarding the activity on my account.. They stated that anything that is currently reporting on my report was done by the XXXX reporting bureaus and not by Chrysler Capital. They stated that I have made over XXXX disputes and that I need to stop making dispute.

Company response to consumer: Closed with explanation