Consumer complaint received 2022-02-19
Company: Santander Consumer USA Holdings Inc.
State: AL
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Managing the loan or lease
Sub-issue: Billing problem

Complaint:
This is the only vehicle that I have, and as a result of medical issues we now have limited income. I started paying for the vehicle by making several payments a month. We were told by several phone operators that this was a great thing. In that time we received XXXX statement via mail everytime I inquired I was given a different reason why. Then I was told that that they only sent them via emails. This went on every month. Starting in XX/XX/XXXX for the next XXXX or XXXX months I paid XXXX payments. But doing that there were issues, like I would have to contact them and say put the payment on the next month. Because I didn't get regular statements. When we paid using the XXXX we would be changed {$7.00} because we didnt have a current statement. I told several people this including the XXXX office. XXXX XXXX I asked regularly how was the payment devided on my account. There would be months that I was so ahead that they would say oh you don't have to make a payment until a month XXXX or XXXX months. Never mentioning all of this interest. I believe in XX/XX/XXXX I made a payment and they said oh you are so far ahead you don't have to make a payment until XXXX or XXXX. When I paid it. I called to make sure that everything was okay. And their response was that I was late and it went to interest. I couldnt believe it. But I was told something different everytime I spoke with someone. Asking for someone to call me from the corporate office. Finally I did a survey and remaked about how the loan was being handled than i received a call from the XXXX office. She said that she would ask for an audit I did get a call back saying the audit was fine and this was an interest loan and that's what happens and how she had a car and it worked this way. So for XXXX months I have paid and not XXXX dollar has gone towards the principal. I spoke with someone today and she said that what she saw was that we were behind for XXXX. She said that looking at it she could tell that something wasn't right so she was asking for an audit. She also said as long as I pay the due amount and nothing over that I was right it would never get paid off. Isn't that the definition of a sub prime lending company? I also asked why what I owed is hundreds less than what is being reported. To the credit bureaus I've asked this several times. I owe according to them {$7.00} but on my credit it shows that I owe XXXX XXXX and something and that I'm not late. When I got this loan I was not told that this was how it was going to be. I've helped people who have been stuck in payday loans and this is exactly what it looks like. No company in this country should ever. But especially in the midst of a pandemic be allowed to prey on people. My illness almost took my life. It is XXXX that is made worst by stress. I was told today that the rep sent my file to be audited i asked if i would receive a call. She say no you have to call them on XXXX. 
I have never seen this level of customer care. She also mentioned that there records were showing that I had not paid XXXX 's car note. Yet it is XX/XX/XXXX and I've never seen any kind of notice that states that. Please help us to resolve the situation..

Company response to consumer: Closed with explanation