Consumer complaint received 2023-01-29
Company: SANTANDER HOLDINGS USA, INC.
State: TX
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Struggling to pay your loan
Sub-issue: Loan balance remaining after the vehicle is repossessed and sold

Complaint:
I am writing this letter to complaint against the one sided unprofessional actions which had caused me serious issues frustrations and real pain which has ended after the bank sold out my car without giving me any options neither offered any kind of assistance. 
I bought XXXX XXXX XXXX car on XX/XX/XXXX from XXXX XXXX XXXX XXXX on financing through Santander Bank XXXX. My monthly installment was XXXX. After the XXXX hit our country on XX/XX/XXXX my family was faced very difficult times in terms of financial hardship as my husband lost job as basically my husband was paying the my car installments so we faced hardship throughout the year and we were kept paying whenever we have money also extended contract to get some relief. 
The issue started last year XXXX where we missed out some payments due to my husband self employed business and job was in crises but still we were paying installments. In XX/XX/XXXX my car was stolen by my husband friend and she was disappeared with the car. My husband had reported stolen to XXXX Police station as he is the authorized person on behalf of me and he is the XXXX always speaking to bank about payments and he did informed the bank when car was stolen so bank knows but kept insisting to pay installments but my husband explained several times to bank caller that he will pay as we do not have money to pay. After two months car was recovered by XXXX Police and when we got the car it was real damaged so we claimed the insurance and after month the car was in drivable condition. On XX/XX/XXXX car was repossessed by bank and during the weekend and about 3 days later we actually had no idea where the car was as when my husband called the bank said no information. After around 4 days bank has confirmed to us that car picked up by them due to non payment and immediately after my husband who is the authorized person on my behalf he kept calling to bank to see how much payment was required to return the car. When my husband XXXX XXXX called the bank and asked about how much payment is required then the staff informed us that we need to pay around XXXX Dollars plus some other charges to retain the car. My husband had borrowed money from his friends and arranged money around XXXX dollars and to be very honest it was very difficult to arrange money since my husband business was in total loss and he do not have any job as well, so we managed some money. When My husband called back I believe same day in the evening the same person who informed us about payment to retain the car without speaking to my husband transferred the call to his supervisor Lady and when my husband asked that lady how he pay the amount quoted by male staff of the bank in replied the lady who introduced she the supervisor talked very rudely and gave us the shocked statement that we have to pay the full amount owed to bank around XXXX dollars to release the car. My husband kept insisted her that just hour ago the staff told us the amount we didnt remembered the name of person but she know who transferred the call deny to provide his name he was male person. My husband argued her and provided all the information to her that our car was stolen and the situation but she rudely denied all the explanations and kept saying that no options is available to pay car except full payment. We both got real shocked and surprised to hear all as when husband was speaking on phone on speaker so I also heard what she said and after having long arguments with my husband we requested to speak manager so we can explained what we faced in terms of his agent quoted something and after the decision got changed drastically and no options was offered. After holding long wait there is another lady who introduced as Manager on duty my husband again explained the entire scenario and focused the quote by agent about to arrange payment to release the car. She backed up her supervisor and after listened our statement she also said the same thing and surprisingly she do not wanted to hear the fact that your staff quoted the information since morning and now when we arranged the payment on same day they changed their decision. She said something weird information which we never heard neither written in finance contract that IF THE CAR REPOSSSED BY BANK TWICE IN ONE YEAR THEN WE WILL NOT PROVIDE ANY OFFER NEITHER GIVING ANY OPTIONS TO PAY OR CLEAR DUES EXCEPT FULL PAYMENT. My husband told her YES in XX/XX/XXXX car was repossessed but after we paid and clear the dues but we are not aware of this rule or policy where you did not provided us any kind of mercy in terms to pay or clear dues whichever left as monthly installment to get the car back. 
After she kept denying and not accepting fault from his agents my husband asked to whom we write complaint in writing so she provided the address so we closed down the phone. After few days we got the letter on XX/XX/XXXX Notice to sell and immediately after we had wrote a letter in response of this letter to the bank and requesting to consider our request but bank did not replied to our letter at all as we had sent through certified mail to the address who handle customer requests. 
Again the bank showed their arrogance and one sided decision making without offering us acceptable offer. It gave us surprised after surprise and me and my husband tired and thought no one will help us to see what banns is doing with us. I attached finance agreement, letter to bank what we wrote to request and the bank 2 letters one was notice of sale and 2nd one after sold the car and put debit on me. Kindly check the finance agreement where it has written very clearly that if car repossessed bank should provide options to retain car and accordingly sale the car if the customer did not willing to pay offered by bank but in my situation no offer was made that was only stupid offer to pay off XXXX in one shot to release the car and to be honest with you this is absolutely stupid and unreasonable offer. 
Basically that was not the offer just pushed the customer on the wall as they decided to sell out car to get money back. Please also review the contract and you will not find out any clause in the car repossession section that if car repossessed twice in a year then bank will not offer of settlements just straight go to sell out car without any dues clear option. I also attached the payment transactions history where you can check we paid in XXXX XX/XX/XXXX USD to clear dues after repossessed and then paid installments in XXXX XXXX / XXXX XXXX / XXXX XXXX/ XXXX XXXX / XXXX XX/XX/XXXX. 
Kindly investigate this matter and check the call recording from XXXX XXXX till XXXX XX/XX/XXXX and I called from my husband cell XXXX then you will find out exactly what was the conversations with my husband to different agent which includes multiple agents, supervisor and Manager..

Company response to consumer: Closed with explanation