Consumer complaint received 2023-12-28 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Struggling to pay your loan — Problem after you declared or threatened to declare bankruptcy
Company: SANTANDER HOLDINGS USA, INC.
State: UT

Complaint narrative:
I was in a XXXX XXXX bankruptcy for approximately 4 years and then we had it dismissed. I contacted Santander as soon as it was dismissed and asked if I could make payment arrangements on the balance of my loan. I was originally told that there was nothing they could do because my account was charged off due to being in bankruptcy and the fact that the payments that had been made over the last 4 years were not full payments and this means my loan was over 600 days past due. Please keep in mind that my total balance/payoff was only roughly {$3100.00} with a maturity date of XXXX and prior to my bankruptcy the monthly payments were approximately {$740.00}. They continued to tell me that my only option was to payoff the loan in full. 

I contacted them about a week later to see if we could do something once again. They continued to tell me no and then i asked about a settlement. I offered {$1500.00} and they stated they would review and contact me. I waited for several days ; however, they failed to get in touch with me and when i sent them a message via my account I received the response that due to the status of my account they could not provide any details and to contact them via phone. I then contacted them via phone and they stated that the best they could do was {$1700.00} and i stated that i would do my best to have this but would need until at least the end of XXXX. They once again stated that they would review and get back to me. They still never contacted me and I reached out once again, they said at that point that they could only give me until XX/XX/23 and i stated that i would do the best i can to come up with the funds but would likely need until the end of the month.

I called the today and they advised me that they can not provide me with any information in regards to my account because it is in a legal status. I asked why my account was in a legal status and they said that I would have had to have filed a complaint or a lawsuit for it to go to legal. I advised that I did no such thing and asked if there was a case manager or someone who I could talk to in regards to this status as I was unsure why it would be in that status. I was advised that the only way they could talk to me would be if I was to fax or mail in a letter advising them that I was no longer litigating the file. I asked if someone could contact me in regards to this and they advised me no, not unless i send in a letter stating i was no longer litigating. 

I asked if we could submit another settlement offer and they advised that they will send it for review ; however, I would likely have to pay a higher amount than the previous offer due to not being able to supply the funds by the XXXX even though I had advised that i would likely need until the end of the month. 

I am being told that the can not /will not provide me any information on my account other than payment information due to the status but will not put me in touch with anyone to figure out why the status is the way it is unless I send a letter retracting something that I am not even sure how it got there. I am at a loss for why they refuse to work with me, put my account in a status that they can not advise why and refuse to allow me to talk to anyone about it.

Company response to consumer: Closed with non-monetary relief