Consumer complaint received 2017-01-10
Company: Santander Consumer USA Holdings Inc.
State: AL
Product: Consumer Loan
Sub-product: Vehicle loan
Issue: Taking out the loan or lease

Complaint:
Purchased a XXXX tc from XXXX with financing from Santander Consumer USA. Was unhappy with the car and returned it 2 days later as per XXXX 's guaranty. On that day I purchased a XXXX XXXX financed again by Santander Consumer USA. Logged into my account on Santander 's website to make my first payment and noticed that the XXXX was on my account, not the XXXX-the car I actually have. Called Santander and pointed this out. I was first told that there is no record of the XXXX, and it takes a week or so to get the new paperwork. I informed them that it had been over a month. I was then told by another person that the paperwork for the XXXX had been cancelled, and it must have been XXXX 's fault for not sending the right paperwork. I went back to XXXX and explained the situation. They were very helpful and showed me the correct paperwork that was sent in to Santander the day I purchased the XXXX. I called Santander to tell them this. This time they said they had no record of any second loan being cancelled and accused XXXX of lying to me and I should go back and make them show me their computer screen (? ). I returned to XXXX and they called Santander and got nowhere with them. XXXX then spent the next week on the phone with Santander and kept in contact with me, stating that XXXX financial dept. had taken over my problem and hopefully would be able to sort things out. After a few more days XXXX said that Santander had informed them that indeed the problem was on their end. XXXX gave me a contact number with someone at Santander to call. Before calling, I tried to log into my account with Santander to see if anything was changed and could not due so because my account had been XXXX. I contacted Santander again, this time through their online complaint department to relate my dissatisfaction with the way I was being treated, and to ask if my account had been XXXX as part of the resolution to their mistake. I was told " This is definitely not the experience we want you to have, we appreciate your business and thank you for giving us a chance to correct the issue. The account has been closed and this is why you were not able to log in online. At this time no other loan has been boarded, we will monitor and contact you when once it has been completed. Thank you for your patience your feedback is helpful as we strive to improve our customer experience. Please let us know if you have any questions. '' Two days after this on Sunday, XXXX XXXX, I received a call from Santander and they informed me that all I had to do was make a payment and they would fix everything. I asked them when they would have the account online, or send me a bill with the correct vehicle and they said they could not do that until I made the payment. I asked them how can I make a payment on an account that does n't exist, and they told me that I both do, and do not have an account (? ). They then informed me that the only other way for me to get an official account, with an account number and everything, besides making the payment to the over the phone, was to go back to XXXX and have them redo the entire purchase of the XXXX. I did not want to do this, and asked why I was having to go through this process if they were the ones that made a mistake, and they informed me that they did not make a mistake, they just miss the second loan sometimes. Wanting to be done with the whole thing, I asked what the amount was that I had to pay, because the XXXX cost @ {$1000.00} more than the Scion and was told {$340.00}, the payment for the XXXX, Not the XXXX that I have. I filed an other online complaint that day and have not received any response.

Company response to consumer: Closed with monetary relief