Consumer complaint received 2020-06-14 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Managing the loan or lease — Problem with fees charged
Company: Santander Consumer USA Holdings Inc.
State: LA

Complaint narrative:
On or about the month of XXXX of XXXX I reached out to Santander in reference to a payment the company misplaced and failed to notify me when they supplied the negative credit information to all three major credit bureaus. The company refused to give me feedback in reference the payment. I was hung on by multiple representatives when I requested to speak with management. I continued to make my regular monthly payments, however I requested a due date change. Although, via phone calls throughout the years I was told I could not change my due date due to delinquent account. Once in XX/XX/XXXX when I requested a due date change I was not delinquent and still was denied. In XX/XX/XXXX my brother passed away. I immediately contacted Santander and notified them as I entered a financial hardship and request to pay a portion of my loan due to the unforeseen circumstances. I was informed by a representative that it was ok but instead get an extension. When I reviewed my credit final I had two late payments reporting, which I knew nothing about. I was told I qualified for an extension for the two reported late months. Santander engaged in deceptive servicing practice and actively misled me about my rights, and risks of the partial payment and loan extension risk. Santander was aware of their actions would cause harm to me, but went ahead and did it anyway. Santander went on to continue to give reporting agencies inaccurate information about me from XX/XX/XXXX to today XX/XX/XXXX along with the previous months. I've disputed with All three major credit bureaus who directed me to SANTANDER in reference to the inacurate information. I disputed with Santander on multiple occasions. Santander failed to follow guidelines for handling disputes. I never received any call backs in reference to my disputes. Santander did not note my disputed debt nor did the company correct any of the wrong information. Through my most recent dispute to XXXX, Santander submitted incorrect information even though it had been reported. I disputed my account with XXXX on XX/XX/XXXX and Santander updated the account as open with a balance of {$13000.00}. Santander knew I paid my loan in full as my pay-off letter states XX/XX/XXXX via check certified mail. Ultimately the company failed to conduct an internal investigation of my disputes within 30 days on multiple occasions nor provided a reasonable procedure to submit a written dispute. Santander failed to exercise proper care or take action that a reasonable person would not regard to my credit information. Santander also exposed me to unnecessarily high levels of risk through high loan to value ratios, significant backend fees, and high payment to income to income ratios. Santander also violated my consumer protection by exposing me to high levels of risk and knowingling placed me into an auto loan with a high probably of default. After contacting Santander for the last time in the month of XXXX to go over my account. I was told by a representative to call my attorney general. I then asked about the fees on my account and the high interest rate I was told contact my attorney general.

Company response to consumer: Closed with non-monetary relief