Consumer complaint received 2022-05-18
Company: Santander Consumer USA Holdings Inc.
State: MO
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Problems at the end of the loan or lease
Sub-issue: Problem related to refinancing

Complaint:
On XX/XX/XXXX, I purchased a brand new XXXX XXXX at XXXX XXXX from car salesman, XXXX XXXX for approximately {$21000.00}. I didnt have established credit and the lender that I got through XXXX XXXX was Santander Consumer. 

During the first part of XX/XX/XXXX, I reached out to XXXX XXXX ( still at XXXX XXXX ) to inquire about trading my car for something larger, as I have a wife, XXXX children and a nephew that I am the father figure for, to provide transportation for daily. XXXX stated that he would look into the inventory and trades at XXXX XXXX and get back with me. 

Between approximately XX/XX/XXXX and XX/XX/XXXX, I stopped into XXXX XXXX to ask if there was an update about any vehicles. XXXX told me there was a XXXX XXXX XXXX ( with a sunroof ) that was being repaired and he would get a hold of the body shop doing the work, so that I could go see it. From what XXXX said, the price, body style, and condition of the XXXX sounded great. 

On XX/XX/XXXX, I received the address of the body shop that had the XXXX XXXX XXXX from XXXX XXXX. I took my mother out with me to see it, but there was no XXXX to be found. We went back to XXXX XXXX and spoke with XXXX, who again assured my mother and I what a great vehicle this was. ** My mother is XXXX, and my father had a XXXX XXXX  at XXXX on XX/XX/XXXX because of XXXX XXXX XXXX XXXX XXXXXXXX. I needed to have a solid vehicle with room for all of my family or all the things my parents would have to take on many trips back to XXXX. ** On XX/XX/XXXX, I texted XXXX XXXX to start working up what XXXX XXXX would give me for a trade. He stated that he would have the paperwork at the dealership for me to pick up on XX/XX/XXXX. 

I arrived at XXXX XXXX on XX/XX/XXXX and was promised the XXXX would be there on XX/XX/XXXX I just needed to get my financing and {$1000.00} cash or check for them to hold. I had my mother with me again, and she refused to let them keep {$1000.00} cash. I went to my bank ( XXXX XXXX XXXX ) and dealt with Assistant Vice President, XXXX XXXX. She reviewed XXXX XXXX paperwork and found that they had over charged me several XXXX dollars. 

I texted XXXX XXXX on XX/XX/XXXX at XXXX AM that there were paperwork errors from XXXX XXXX that needed to be fixed. I went to XXXX XXXX they agreed there was a mistake and corrected the paperwork. I went back to my bank and received a loan and a {$1000.00} check to hold the XXXX. I took a copy of the unsigned loan and a {$1000.00} check back to XXXX XXXX and completed paperwork for the purchase of the XXXX XXXX XXXX pending I liked the vehicle upon being able to physically examine/drive it. 

The XXXX  was not ready to see on XX/XX/XXXX. I had stopped in to see XXXX and he explained that the sunroof was taking a bit of time, it was a new shop for the dealership, ect and promised I could see it on XX/XX/XXXX. 

On XX/XX/XXXX, I took my mother down to see the XXXX at XXXX XXXX. My mother and I were very disappointed. There was no sunroof, there was extensive hail damage to the body, after being detailed there were really bad stains and my mother got excited when she lifted the floor mats and there was mold/water damage. XXXX explained he didnt know how this happened. My mother went into the dealership and demanded the {$1000.00} check back. At this point, we were separated.XXXX kept telling me what deals he could make me, that were way out of my price range, not to let my mother boss me, ect. Several salesman and financial people were inside and refusing to give my mother back the {$1000.00} check without her looking at other vehicles, buying a vehicle herself, having me buy a different vehicle, ect. My mother explained very colorfully that she lent me the money for the check ( that is true ) and she wanted that check now. She got the check. I took my mother back to the bank and had to have Assistant Vice President, XXXX XXXX, destroy the loan for the XXXX XXXX XXXX. 

Approximately XXXX XXXX, I went to look at trading my car at another dealership. I had my mother with me. As we sat with the financial people at the dealership, it was discovered that XXXX XXXX paid off my auto loan with Santander on my XXXX XXXX on XX/XX/XXXX! My note to Santander was paid off by XXXX XXXX and the title of my XXXX was now titled to XXXX XXXX! XXXX XXXX OWNED my car that I was making car payments and insurance payments on. 

I took my mother down to XXXX XXXX. We spoke with XXXX XXXX who found everything funny and told me the only way out now, was to buy a car from XXXX XXXX. My mother was not amused and demanded to see someone to answer some questions. An elderly lady with blonde hair and wearing tacky leopard everywhere, came to see us. She explained that it was a small back office error, I could always buy a car at XXXX and it would be a seamless transition. My mother stated that was not acceptable. The elderly lady stated that since XXXX XXXX owned my car, that they could also re-possess it at any point and my mother may want to watch her tone. My mother stated she wanted to see the XXXX XXXX dealership owner, XXXX XXXX - her request was refused. 

Since that time, I have stopped into XXXX XXXX several times to speak with XXXX. I am told I can buy a car from them and save myself the headache of dealing with Santander. It is also always a joke about my XXXX XXXX not being repossessedyet! I feel that as a threat to buy from XXXX XXXX or else. 

I have sent 3 signed and notarized XXXXXXXX XXXX XXXX  forms to Santander to get the title in my name. On XX/XX/XXXX, Santander claimed to have the XXXX I sent, but, XXXX XXXX would not do their part whatever their part is. On XX/XX/XXXX, Santander called me to inform me that I never sent in a XXXX. On XX/XX/XXXX, I called Santander and demanded that someone give me a live person and fax number that I could fax a XXXX. Later that day, I faxed a XXXX to XXXX at XXXX XXXX XXXX XXXXXXXX. On XX/XX/XXXX, I called Santander to see if the fax was received no one knew. 

I am at a loss of what to do. I am paying on and insuring a XXXX XXXX in XXXX XXXX name and have been doing it for 6 months now. I refuse to be strong armed into buying from XXXX to escape the title issue. I am unable to transport my family all together at one time. My father is now XXXX from the transplant. My sister and I each work XXXX hours a week to help support the family. And..the car is ruining my life! 
If unable to attach the information, I have documentation to back up everything I am telling you, except for the in-person conversations with the elderly woman and XXXX at XXXX XXXX XXXX

Company response to consumer: Closed with explanation