Consumer complaint received 2015-10-29
Company: Santander Consumer USA Holdings Inc.
State: FL
Product: Consumer Loan
Sub-product: Vehicle loan
Issue: Problems when you are unable to pay

Complaint:
In XXXX of 2015 I went to a local XXXX dealership to purchase a used car. I was offered a XXXX Nissan Versa, sticker price was listed at $ XXXX. I signed a sales agreement and put {$2000.00} down. The dealership told me they would negotiate my loan, I advised I wanted it to go through my credit union, but they said it would most likely go through " someone else ''. I was allowed to drive off the lot and was told my first payment of {$270.00} would be due XXXX XXXX, and to be on the lookout for my loan contract in the mail. XX/XX/XXXX goes by and I received nothing in the mail. XX/XX/XXXX I began calling the dealership, requesting information about my loan. I received a confused and vague, " We 'll have to call you back. '' I never received a call. XX/XX/XXXX comes, and I started calling every week, prepared with money in hand, to make my first payment. No one could give me any answers, every time I called I was told I would be called back. In XX/XX/XXXX, my calls started going to voicemail. XX/XX/XXXX, I get a paper message stuck to my door saying I need to call a XXXX number because my car was in danger of being repossessed. This is the first time I received any information that my loan was through SANTANDER. I called and was told I was behind and that I needed to pay. I made the first month 's payment only ( {$300.00} ) and requested my information, ( and a receipt ) stating I had never received their welcome packet or loan contract/agreement. XX/XX/XXXX went this way, they called and demanded I pay what I was behind on, I requested my loan information, stating EVERYTHING above. I was told repeatedly, they sent it, but it was n't until the end of XX/XX/XXXX that someone happened to check my address, and we found out that the dealership had entered my address incorrectly, mixing up my old address and my new zip code. This address did not exist, and there was no way this could have been forwarded to me. I was told my address was corrected and that I would receive my loan contract, BUT I STILL NEVER RECEIVED IT. XX/XX/XXXX comes and I stupidly continued to refuse to pay, wanting my loan contract and information. My car was repossessed on XXXX XXXX. I had to pay over {$1400.00} to Santander to have the release order made, and then had to pay another {$400.00} dollars to retrieve it from impound. Here 's the kicker : throughout XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX and now XX/XX/XXXX, I have had to pay an additional {$300.00} dollars to my $ 300 monthly payment. ( XXXX was when I finally received a paper statement in the mail, with only XX/XX/XXXX 's information, the repossession payment. ) When I called XXXX XXXX to make my XXXX payment, I was advised that this additional {$300.00} was repossession fees. I expressed I had been asked to pay a total of {$590.00} every month since XX/XX/XXXX, and asked how long I had to pay repossession fees. I was told that XX/XX/XXXX 's payment would be the last month of repossession fees and that in XX/XX/XXXX, my payment would only be {$290.00}. When I received my XX/XX/XXXX statement, the total required is {$590.00}, meaning I 'm still being asked to pay a repossession fee. I feel like I 'm being taken advantage of, because of the repossession I am now at their mercy, being unable to refinance with my CU or any other loan company. They reported this to the credit bureau and now where I was rebuilding my credit and recovering, I am now back to the bottom. In addition to all of this, I checked my online statements, and have realized my loan is for $ XXXX, meaning not only was the sticker price at the dealership wrong, but they lied to me! And I still have not received my loan agreement or loan contract.

Company response to consumer: Closed with explanation