Consumer complaint received 2020-01-19
Company: Santander Consumer USA Holdings Inc.
State: NV
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Struggling to pay your loan
Sub-issue: Problem after you declared or threatened to declare bankruptcy

Complaint:
On XX/XX/XXXX at approximately XXXX my car was towed for non payment of my vehicle, I fell 3 payments behind. When I called on XX/XX/XXXX to XXXX XXXX the rep let me know they repossessed my car and that I had till XX/XX/XXXX or XX/XX/XXXX the dates were not specific that I needed to pay {$1600.00} to get the car back and they would work the fees of impound for future payments or that the car was going to be auctioned off XX/XX/XXXX if I didn't pay on XX/XX/XXXX. I called again to see if they would accept {$1000.00} and work with me they said I needed the full amount to get the car back. On Friday XX/XX/XXXX I called again hoping to see if l could post date with my bank account information the rep told me that I needed to call back with my debit card information when the money was available. I called on XX/XX/XXXX a XXXX  and the office was closed so I didn't pay because I wanted to be sure I was going to get my car back. On Monday XX/XX/XXXX the representative told me the amount was different wanting close to {$2200.00}, she said my XXXX payment was added to the previous quote, no one the previous week mentioned this to me, this woman was requiring me to secure my payment for the new quote no one mentioned that to me the week before when I was calling and doing my best to show my intention to wanting to keep my car and continue making my payments and that I have till the XXXX to pay, this rep also told me that I could have gave my debit card information as a post date to lock in the original quote amount for XX/XX/XXXX but the representative on XXXX didn't mention that as post date option she said to call back when the funds were available only and they could not secure with bank account. I requested a manager to see if they can work with me I was told by this rep that managers are busy on XXXX  and an email was sent for one to call me back. I had not received a call several hours later that I called again requested a manager again and this second representative informed me that managers were busy and that a letter was sent on XX/XX/XXXX and that in the letter it should say I have till XX/XX/XXXX to recover my car after paying the quoted amount of {$1600.00}. I was feeling like for the first week my car was in repossession that I was going to just have to accept a repossession on my credit and just use the money I had on hand and buy a used car and worry about this debt later I had to take out a car rental for a week from XX/XX/XXXX to XX/XX/XXXX so that I can get to work, I paid {$180.00}. I had one more day to make an extension to rent the car I was looking for all my options and this situation I was trying to avoid having a repo on my credit seemed like a forced option so I called again at around XXXX or XXXX the reps now kept telling me to call back because they could not access my account due it showing my bankruptcy status and they needed a representative in that department to take the call they could not transfer my call I did just that. This was the 3rd time in one day that something new was told to me about my account I requested a manager again and advised them that I opted to keep the car out of my bankruptcy and I was going to call my attorney that filed it last year XXXX and find out what I needed to do only then was i was able to get a manager XXXX on the phone he mentioned that they had a manager call me but i let him know my phone was on all day at work i had permission from my job to have my phone on me and that never came in so I'm calling again. He managed to accept my payment for {$1600.00} over the phone added the {$10.00} fee to process the payment with the rep he did offer to transfer the call to automated service it is a {$3.00} I felt that this whole day was too much already trying to get this far and speak to a manager he said to have me call back. I wanted confirmation that the payment cleared and I was getting my car back so I let him process the payment {$1600.00}. My complaint is I was misinformed with the amount of time I actually had to pay, no one mentioned that the amount would be more if the new statement is due for me it's on the XXXX of the month, also that I can post date to secure with debit card and they show in their system I had filed bankruptcy in XXXX so they were aware I was going through a hardship. I cant help but think how many other people have gone through this situation and just accept a repossession on their credit because their representatives make it impossible for them to speak to a manager or tagging on fees not previously mentioned and just getting the run around. I almost gave up and opted to take that repo on my credit because I was given wrong deadline dates and amount increased and then mentioning my bankruptcy status showing on my account only certain departments can access it. I felt misled and or misinformed. I am glad to have car back and making my payments back to normal. I think this company should do a better job at giving all the details upfront of what we as consumers need to know and not feel like repossession after the car has been picked up is the only option they have. Let people know everything they need to know about the account and how much time they really have, the full amount due including upcoming payments will be added if not paid within a certain time frame all the fees that apply etc. I finally got a call back from a manager asking me if I still needed to speak to a manager after I resolved the issue with XXXX she said he reports to her and I let her know he took care of the situation.

Company response to consumer: Closed with explanation