Consumer complaint received 2019-02-06 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Managing the loan or lease — Problem with additional products or services purchased with the loan
Company: Santander Consumer USA Holdings Inc.
State: GA

Complaint narrative:
In XX/XX/XXXX I obtained a loan with Santander Consumer USA for a XXXX XXXX XXXX. This was a used vehicle. I have always purchased XXXX XXXX XXXX   for my vehicles if new or used just in case something happens. I paid on the loan without any defaults until about XXXX when there was a government shutdown that occurred and I was not able to make my payments for a short amount of time. I called Santander to request a payment extension and they stated they could not provide a payment extension to myself at the time but that they could offer me a deferment on my payment which would make my payment due at the end of the loan versus at the moment I was having financial difficulties. They ended up giving me a deferment on more than one occasion during the life of the loan. Well in XX/XX/XXXX/beginning of XXXX the XXXX XXXX XXXX was totaled. My insurance paid an amount of around XXXX, GAP paid an amount equaling about {$3900.00} and GAP refunded me what was due to me or what was not used which was about {$200.00}. Later on that year I started receiving correspondence from Santander stating that I owed XXXX and they reported to all credit bureaus that my account was charged off and in negative status. I immediately contacted them and asked them how I owed this amount of money. They stated that because I received a Temporary Reduction In Payment more than one time that GAP did not cover the amounts that were pushed to the back of the loan. I was never informed of this during the active times that I was requesting extensions. The XXXX that is owed is the exact amount of the interest and payments that GAP would not cover because they had been pushed back. Santander negligently allowed me to do extenstions and temporary reductions in payments without advising me that I would have to pay this out of pocket because GAP would not cover it due to the amount they would have paid being over the cars value. I was distraught as this XXXX debt has hurt my credit tremendously. I am not able to purchase a home, buy a new car, get store credit cards etc. My credit has maintained a low 500 's score due to this debt and it was in the negligence of Santander. Something made me start looking on the internet for unfair practices of Santander Consumer and I found the consent order from United States of America Bureau of Consumer Financial Protection File No 2018-BCFP-0008 in the Matter of Santander. This is my exact situation. I am an affected individual as I received my loan with Santander within XX/XX/XXXX and they charged off my loan with a balance due to GAP not picking up the deferred payments and interest santander failed to disclose to me in XXXX which the dates of the consent order are XX/XX/XXXX through XX/XX/XXXX. I want this account to be listed as positive and with a XXXX balance for the life of the loan from beginning to start on my credit and reported as positive for the total life of the loan. I want any monies due to me for having to pay on this account after the vehicle was totaled to be refunded to me. I would like to be awarded damages as well for all of the credit troubles and denials I have dealt with from XXXX until now. This is not fair to me as a consumer. Please see consent order attached.

Company response to consumer: Closed with explanation