Consumer complaint received 2018-07-06
Product: Vehicle loan or lease — Loan
Issue: Managing the loan or lease — Problem with fees charged
Company: Santander Consumer USA Holdings Inc. (GA)

Step 1 : What is this complaint about? Questionable Fees Pursuant to my conversation with the customer service representatives in early XX/XX/XXXX they agreed to waive {$250.00} in late fees. I followed up several times ; until finally being told that if the request was decline I would be advised. I requested a brake down of the total due, especially since the vehicle had been totaled in an accident. I just wanted to resolve any issues before an insurance payoff was received and processed. 

I was told over {$500.00} in late fees would be taken from the payoff ; I disagreed, because I was never over 30 days late making a payment from XX/XX/XXXX thru XX/XX/XXXX, and typically within their payment grace period. Also this total was never disclosed, until we reached this lump sum payoff attempt. 

Total Loss date XX/XX/XXXX insurance payoff {$4900.00}. Prior to and outside of accident damage, car deemed to be in great shape. I point this out because I was still several thousand dollars upside down. 

The insurance {$4900.00} payoff was applied as follows : XX/XX/XXXX ( {$500.00} ) late fees, ( {$840.00} ) Principal, ( {$45.00} ) interest, ( {$3500.00} ) {$10.00} Fee to pay monthly payment* As of XX/XX/XXXX, Santander Consumer USA did not provide customers a reasonable way to make a payment using a personal checking account and or Debit Checking Account Card, you we unable to do this via their website or calling in using a representative and or automated attendant. 

If you use either of these methods you would be charged a CONVINENCE FEE in my case that was {$10.00}. After research, was charged approximately {$470.00} in these convenience fees.

There is nothing in the agreement that states and or discuss that customers would be charged a fee for making online payments, and or payments over the telephone. There is nothing in the agreement that discloses a beneficial third party arrangement and or relationship.

They only free methods for making a payment was using the checking account Auto draft feature and regular USPS mail. If you signed up for this Auto draft/ Auto-Pay feature, and needed to cancel, you would have to send a written request to their Office to have this feature canceled. This cancellation process came with this obscure 30 day time frame and or process that could take up to two billing cycles ; this could result in you over drafting your personal bank account and being charged fees from the bank, and charges from Santander Consumer USA. It was a process that places an unreasonable amount of strain on the consumer.

This fee is a profit center and or arrangement that Santander Consumer USA has/had with, XXXX XXXX, however on the Santander Consumer Site this was not clearly disclosed ; at best it should have been a way to make reasonable and or normal payment. 

Santander Consumer USA mishandled the payoff in fact losing and or misplacing it for weeks and later finding it, the insurance company called on status after having a discussion with Santander Consumer USA, had to reissue the payment. 
Payments of {$260.00} for 72 months, loan amount {$9700.00} interest rate of XXXX Keep during this entire process ; we were at home with a child that was diagnosed with a live long well documented condition that in the beginning required an enormous amount of treatment. This was discussed with this lender on during several conversations. 

Step 2 : What type of problem are you having? 
Made final payment in XX/XX/XXXX, have not received anything from them not even a letter advising there was an issue. 
This account is currently being reported as a charge-off with all the major Credit Bureaus, and in their system with a balance of {$260.00}. This is having a negative impact on my finances. The vehicle was totaled in accident. 

Step 3 : What happened? 
On XX/XX/XXXX I went into XXXX to purchase a XXXX XXXX XXXX, Santander Consumer USA was assigned as my lender. Like many American my credit was affected by the XXXX financial crisis, job loss due to company going out of business. So I was rebuilding, no Bankruptcies, no repossessions and or any late car payment history at the time. I made all my payments required from XX/XX/XXXX-XX/XX/XXXX. The final payment that I believe was needed to satisfy the loan was made on XX/XX/XXXX. Vehicle involved in an accident Total Loss date XX/XX/XXXX insurance payoff {$4900.00}. 
Prior to and outside of accident damage, car deemed to be in great shape. I point this out because I was still several thousand dollars upside down rather quickly, due to the high interest rate of 24.99 %. 

The insurance {$4900.00} payoff was applied as follows : XX/XX/XXXX ( {$500.00} ) late fees, ( {$840.00} ) Principal, ( {$45.00} ) interest, ( {$3500.00} ) *Also I was charged over {$470.00} in fees for making a payment by phone or on Santander Consumer USA website.

So I made on-time payments on a vehicle I did not drive or owned. I signed the title over to the Insurance Company, and had no use from XX/XX/XXXX-XX/XX/XXXX. During this period I used public transportation, rental vehicles, family, friends, and neighbors, walked, and rode a bicycle to commute and take care of lifes needs. Keep in mind I had been paying on a vehicle that was totaled since XX/XX/XXXX. 

On XX/XX/XXXX between XXXX XXXX, ( most of that time going through their IVR ), I called Santander Consumer USA. I spoke with Representative XXXX, ( no last however their calls are recorded ), in summary I asked, How do I dispute  my account that is showing unpaid, and I believe this was are result of some late fees that should have been removed. I promised in less than a minute this representative began telling me that there is no late fees after a charge of applied to the account just continued talking, talking over me, talking while I was talking, this was so unprofessional. The representative had taken a position within a few minutes of us talking, all I could do was just look at the telephone in amazement, and here is where I knew this representative would not be of any help in anyway. All I was able to get was XXXX XXXX XXXX XXXX XXXX, TX XXXX address to send my dispute, again. WOW! 

I am upset that I have to use this means to resolve this. I live up to my end of this terrible loan. I could have just quit claimed bankruptcy, and use the laws in my favor we would not be having this discussion. 

Step 4 : What company is this complaint about?

Santander Consumer USA Inc. 
XXXX XXXXXXXX XXXX XXXX XXXX, TX XXXX Step 5 : Who are the people involved?

Parties involved : Santander Consumer USA Inc. its ( customer service, insurance/payoff department, management, and any parties they have undisclosed arrangements with. 

Attachment : highlight Transactions history of late fees take from payoff, also beginning history of {$10.00} fee being applied. ( the entire history can be provided )