Consumer complaint received 2018-12-18 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Managing the loan or lease — Billing problem
Company: Santander Consumer USA Holdings Inc.
State: SC

Complaint narrative:
I have made at least 10 payments that they claim they never received. There are 8 late fees charged to my account for months where I paid my payment before the cutoff date used for late fees. There are several miscellaneous fees that were charged to my account that I do not think I should have to pay, since I was actually making my payments. Unfortunately, I do not have receipts to prove what or when I paid. It does not show on my transaction list on their payment website. I am elderly and think that I am being taken advantage of. My car was repossessed in XX/XX/XXXX. At first, they told me my car was at the dealership where I purchased the car. Next, I was told that I had to pick up my license plate from XXXX, and when I went to pick it up they told me they didn't know where my license was. I informed them that I was going to pay the past and current amount dues and to not send my car to be auctioned. Then, I was told that my car was in XXXX, NC to be auctioned. They didn't have my license plate nor any of my items from my car. They damaged the ignition and my key so badly that it had to be replaced. They didn't give me another fob, they just made a regular key. Less than a week after I paid everything and got my car back, they called and said that I had a payment due in a few days, and still had a past due balance of approximately {$3000.00}. The loan was taken out for {$15000.00}, and I currently owe almost {$15000.00} - with an account maturity date of XX/XX/XXXX. The discrepancies are : 1. I was told my first payment would be due by XX/XX/XXXX, but a late fee ( {$18.00} ) was added to my account on XX/XX/XXXX 2. I was charged a late fee ( {$18.00} ) on XX/XX/XXXX for a payment made on XX/XX/XXXX. 
3. My payment of ( {$390.00} ) was made on XX/XX/XXXX, but it was never posted to my account. 
4. I also received a late fee of ( {$18.00} ) on XX/XX/XXXX. 
5. I was charged a late fee ( {$18.00} ) on XX/XX/XXXX for a payment that was already paid on XX/XX/XXXX. 
6. My payment of ( {$390.00} ) was made on XX/XX/XXXX, but it was never posted to my account. 
7. My payment of ( {$390.00} ) was made on XX/XX/XXXX, but it was never posted to my account. 
8. Since they stated I never made the XXXX payment, I had to pay {$530.00} on XX/XX/XXXX. That was an additional ( {$140.00} ).

9. My payment of ( {$390.00} ) was made on XX/XX/XXXX, but it was never posted to my account. 
10. On XX/XX/XXXX, I made a payment of ( {$54.00} ) to  go towards my XX/XX/XXXX payment that was already paid. 
11. On XX/XX/XXXX, I made a payment of ( {$86.00} ) to  go towards my XX/XX/XXXX payment and my XXXX payment of ( XXXX ). 
12. My payment of ( {$390.00} ) was made on XX/XX/XXXX, but it was never posted to my account. 
13. I was charged a late fee ( {$18.00} ) on XX/XX/XXXX for a payment made on XX/XX/XXXX. 
14. My payment of ( {$390.00} ) was made on XX/XX/XXXX, but it was never posted to my account. 
15. I was charged a late fee ( {$18.00} ) on XX/XX/XXXX for a payment made on XX/XX/XXXX. 
16. My payment of ( {$390.00} ) was made on XX/XX/XXXX, but it was never posted to my account. 
17. I was charged a late fee ( {$18.00} ) on XX/XX/XXXX for a payment made on XX/XX/XXXX. 
18. My payment of ( {$390.00} ) was made on XX/XX/XXXX, but it was never posted to my account. 
19. I was charged a late fee ( {$18.00} ) on XX/XX/XXXX for a payment made on XX/XX/XXXX. 
20. My payment of ( {$390.00} ) was made on XX/XX/XXXX, but it was never posted to my account. 
21. I was charged a late fee ( {$18.00} ) on XX/XX/XXXX for a payment made on XX/XX/XXXX. 
22. On XX/XX/XXXX, I paid ( {$1500.00} ) to get my car back after it was repossessed. 
a. I paid my bill every month, and they still repossessed my car. 
b. I did not receive a letter from them advising me that they were going to repossess my vehicle. 
23. I was also charged Miscellaneous Fees in the amount of ( XXXX ) for the repossession of my car. 
24. On XX/XX/XXXX, I paid ( {$570.00} ), which was an overpayment in the amount of ( {$170.00} ) for my XXXX payment. 
25. My payment of ( {$390.00} ) was made on XX/XX/XXXX, but it was never posted to my account. 
26. The payments for XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX do show on my account.

27. My car was repossessed again the beginning of XX/XX/XXXX, and there was no letter indicating that my vehicle was about to be repossessed. 
According to my last statement, {$14000.00} is the payoff amount due by XX/XX/XXXX. 


Thank you!

Company response to consumer: Closed with explanation