Consumer complaint received 2015-09-12
Company: Santander Consumer USA Holdings Inc.
State: PA
Product: Consumer Loan
Sub-product: Vehicle loan
Issue: Problems when you are unable to pay

Complaint:
On XXXX XXXX, 2015, my car was repossessed due to non payment. During the repossession XXXX XXXX the tow truck driver hit several cars with my car. My cousin witness the event and called me. I then called the lean holder ( Santunder ). They told me how much it would cost to get my car reinstated and gave me the number for XXXX. I called XXXX and they gave me the tow company 's number XXXX ( XXXX ). XXXX from XXXX told me that my car was involve in an accident but not to worry because as it stands my car is repossessed. I told him I would get it out in about 2 or 3 days. He told me to handle what I need to on my end and he would handle his end. I got my car reinstated XXXX XXXX, 2015. I called to set up an appointment to get my car and could not get in contact with the tow company ( XXXX ). I called XXXX and they got in contact with XXXX and transferred my call. I was told the cost of the pick up {$150.00} and I then ask was my car repaired she did not know what I was talking about and told my that XXXX would call me back. I did not receive a call back from XXXX. I called Santunder to let them know that it has been 3 days and I have not heard anything from the XXXX or XXXX. They escalated my case to the president 's office ( XXXX ) she sent an e-mail to XXXX to furnish me with a rental until the repair was completed. I still did not hear anything, so I called XXXX and he told me to make a reservation for a car. I reserved a car comparable to my Chrysler 300 and he told me it was to much. I called a lawyer friend and he called XXXX and advised him of my rights and asked for pictures and accident report information. XXXX replied with a very rude gesture, but called me with information on getting a rental. On XXXX XXXX, 2015 he told me he would give me a {$350.00} check for a 2 week rental and if I wanted anything bigger I would have to pay for it myself. I did not see the damages on " my '' car nor have any information about " my '' car. I went to the police station to get information about the accident and the insurance information. I called the insurance company XXXX and there was no report filed for my car. I filed a report and they also told me nothing about " my '' car. XXXX XXXX, 2015 XXXX at XXXX offered to get me a compact rental at XXXX. Unfortunately I did not pass the credit check so I told this to XXXX on XXXX XXXX, 2015. He told me to find another place and told him that XXXX would do it prepaid. I told him the price and he rejected the price I called Santunder to tell them I can not pay them if I do not have a job. I asked them what should I do and they told me I was a grown woman and I can do what I wanted. I have already lost my job because I was unable to go to work. Now that I have a new job that starts XXXX/XXXX/2015 I still do not have a car. I called XXXX on XXXX/XXXX/2015 and he told me that the car has not yet has been worked on because he did not have the key. I asked for pictures and any kind of correspondence between the parties and was told that the information could not be given to me.

Company response to consumer: Closed with explanation