Consumer complaint received 2024-03-01 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Repossession — Loan balance remaining after the vehicle is repossessed and sold
Company: SANTANDER HOLDINGS USA, INC.
State: NY

Complaint narrative:
On XX/XX/XXXX I went to On XXXX XXXX XXXX XXXX on XXXX XXXX XXXX, XXXX, NY XXXX to purchase a car because a friend had the " hookup '' at this place where he purchased his car. As long as he was able to bring people he would be able to get some sort of perks. I have kids so I went for a SUV with third row seating. I chose a XXXX XXXX XXXX that i was told cost {$20000.00} At the time i only had {$10000.00} and the sales representative told me that I would only need to put down {$4000.00} to get the car and that is what i did. But i also had to pay more in fees for the dealership told me and for insurance. I was able to drive off the lot with my car and i made payments every two weeks to make sure i was on time. My car was financed by Santander Consumer USA. i would pay half of the balance every two weeks which was {$240.00} every two weeks and at the end of the month when it was due would total {$480.00}. I wasn't able to pay on time because i lost my job in early XX/XX/XXXX and my car was repossessed at the end of XXXX XXXX i have been without my car and its been hard. i tried to get my car back but i was denied. On XX/XX/XXXX i contacted Santander Consumer USA via their messaging service on their website requesting the original agreement and any other original documents pertaining to the loan and a representative by the name of XXXX responded and told me that it will be sent out via mail and i would have to wait 5-7 business days. Nothing arrived over two months and i wrote them again in the using the same messaging service. Now on XX/XX/XXXX, This time a representative named XXXX responded and told me the same waiting 5-7 business days via mail. Once again nothing came and i made a phone call on XX/XX/XXXX Monday and i spoke to a male representative and he told me that are unable to send me anything via email as i requested ( which i did not ) and that they can only send out documents via mail. So once again i was told to wait the same 5-7 business day period via mail but on Thursday XX/XX/XXXX i received an email from XXXX with a E-document fax picture attachment of a Retail Installment Contract Simple Finance Charge which is definitely has tons of inaccuracies on it. This document is not clear and conspicuous its very hard to read unless you zoom in because it is not in PDF form its from a fax machine. But the details are way off. This document states that the " XXXX '' is XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, NY XXXX XXXX i have never heard of or even been to that place. When you XXXX them they were located in XXXX XXXX and i have never been to XXXX at all. I have not been to XXXX XXXX to purchase an automotive either and the place is permanently closed down. It also states that the total cost for my car was {$38000.00} and i was told the car costed {$20000.00} i paid a down payment of {$4000.00} which should've brought my total balance down to {$16000.00} and any payments after should've been applied to the remaining balance from my understanding. But when i log on to my account on Santander Consumer USA and view the transaction history my total balance was {$19000.00} and i was making payments towards that balance. I was under the impression that my {$4000.00} was reflected on the account. Even my on time payments were receiving interest and other fees when i started paying before the due date. According to the document my finance charge is {$15000.00} and my amount that i was financed is {$19000.00} nothing seems to be what i was told at the dealership and it seems to be alot of shady business between On the XXXX XXXX XXXX and Santander Consumer USA.

Company response to consumer: Closed with explanation