Consumer complaint received 08/27/2015 about Consumer Loan (Vehicle loan) with SANTANDER CONSUMER USA HOLDINGS INC. (CT).
Issue: Managing the loan or lease

Complaint: On XX/XX/XXXX an agent from that company offered to defer the loan for one month due to a financial hardship suffered by XXXX XXXX as a result of a motor vehicle accident from the previous month. The company alleges that XXXX XXXX was aware that deferment required management approval. XXXX XXXX claims he was not told about this. The result was a missed payment of XXXX XX/XX/XXXX which negatively affected his credit report. After finding out the company reported a negative mark XXXX XXXX disputed it with the office of the President of SCUSA who refused to provide a fair and manageable solution or accept any responsibility for the situation. The also refused to provide a recording of the conversation which XXXX XXXX had with the company representative which would have proven the company was not liable otherwise. XXXX XXXX disputed this with XXXX and XXXX, credit bureaus and Santander refused to cooperate and remove the mark on his credit reports. This has negatively affected his credit score and ability to qualify for prim loan terms, refinance former loans, and apply for credit extensions, deferments or mortgages. 

XX/XX/XXXX XXXX XXXX lost his job as a result this XXXX XXXX received unemployment benefits and alerted the company of the situation. XX/XX/XXXX XXXX XXXX paid {$550.00} in advance for the balance due XX/XX/XXXX and XX/XX/XXXX this left XXXX XXXX with the balance due of {$240.00}. On XX/XX/XXXX XXXX XXXX accessed his account and noticed a payment in the amount of {$300.00} on XX/XX/XXXX which was deposited by Santander US Bank which fulfilled the balance due on XX/XX/XXXX. XXXX XXXX called the company an inquired about the transaction. He asked the result of the advance payments from XX/XX/XXXX. XXXX XXXX was disconnected twice from XXXX different representatives. Upon calling back the third time XXXX XXXX made a payment for the amount due posted on his account for XX/XX/XXXX in the amount of {$180.00}. This payment left XXXX XXXX with the balance of {$240.00} due on XX/XX/XXXX. This is reflective of a statement received via e-mail dated XX/XX/XXXX. 

On XX/XX/XXXX the company removed the {$300.00} payment made to his account claiming it was made in error and changed the amount due and due date. The amount due was changed to {$300.00} and the due date was changed from XX/XX/XXXX to XX/XX/XXXX. XXXX XXXX disputed this with the office of the President of SCUSA and was denied any positive or constructive customer service. They alleged that XXXX XXXX was fully responsible for the amount due because Santander Consumer USA was not responsible for any billing errors. XXXX XXXX has made every possible attempt to ensure his account has been paid in full with the minimum amount due on the due date outside of these two occurrences. XXXX XXXX was told that Consumer USA will hold a missed payment against him if it was not paid by XX/XX/XXXX. XXXX XXXX was told he could not speak to the next level of management as they were unavailable and they could not accept incoming calls from outside lines. 

On XX/XX/XXXX XXXX XXXX paid {$180.00} which was the minimum amount which was accepted by the company to fulfill the amount due for XX/XX/XXXX. On XX/XX/XXXX XXXX XXXX opened a formal complaint with the XXXX of XXXX, Texas and was concluded on XX/XX/XXXX. On XX/XX/XXXX XXXX XXXX contacted the office of the President of SCUSA asking for a resolution from the complaint through the XXXX, and well as information that complaints had been submitted to The Consumer Finance Protection Bureau, the Texas State Attorney General 's Office, the Connecticut State Attorney 's General Office, The Federal Trade Commission, the OCCC, and XXXX and XXXX and was told Santander would not comment or offer a settlement for the claims.

Company response to consumer: Closed with explanation