Consumer complaint received 2022-04-27 00:00:00
Product: Credit reporting, credit repair services, or other personal consumer reports — Credit reporting
Issue: Problem with a credit reporting company's investigation into an existing problem — Investigation took more than 30 days
Company: Santander Consumer USA Holdings Inc.
State: MO

Complaint narrative:
In XXXX I moved to XXXX XXXX. In XXXX of XXXX my car ( XXXX XXXX XXXX ) stolen while parked in front of my apt . Police found 4 days later and called me after they'd towed it to XXXX XXXX. XXXX said that I had to go down and sign a release at XXXX which I did the next day. XXXX took 14 days to get me a rental as they stated that the rental was deleted off my policy somehow. An adjuster called me and told me I had to choose where to have it towed and assessed for damages and XXXX XXXX told me that it was clearly totalled. I expressed to the Adjuster that I was new to XXXX XXXX and didn't know where to go. 
He said XXXX did a lot of work like this for them and was XXXX certified so i asked for it to be taken there. After XXXX calls and not had an answer I called Adjuster supervisor who said that I had to go sign a release at XXXX  while they canceled my rental car until this was done and I should have been more responsible and I said that I transferred the car to y'all and was told you would handle it from here. I went down that day and XXXX assured me that they could go forward easily. A week later my rental was canceled and when I called the insurance company they said car lot could not do computer diagnostics and I should have known and I was responsible for rental until car was towed to somewhere different and I had to do it. I quickly got XXXX dealership involved who said that I was being taken advantage of and this was the insurance agencies job and not had owners do this but they had it towed next day and totalled within XXXX weeks on paperwork. XXXX took 3 months to pay off what they said was their portion after XXXX calls to XXXX begging them to do something all the while not having transportation as they said somehow towing got deleted off my policy. 
when I called the insurance company they said car lot could not do computer diagnostics and I should have known and I was responsible for rental until damaged car was towed to somewhere different and I had to do it and should be more responsible. I told them that I had never walked into this tunnel b4 and thought car was under their authority since I signed release over to them. They said their policies had changed and it was my responsibility to do the leg work. I quickly got XXXX dealership involved who said that I was being taken advantage of and this was the insurance agencies job and not had owners do this but they had it towed next day and totalled within XXXX weeks on paperwork. XXXX took 3 months to pay off what they said was their portion after XXXX calls to XXXX begging them to do something all the while not having transportation as they said somehow towing got deleted off my policy and they didn't know how and later said it was never on... After many calls... maybe XXXX or more and even from XXXX dealership XXXX took ownership but never paid Santander for 3 months after explaining to me they would only pay a certain amount. Santander had told me all would be well and they were going to get the money from XXXX and to open up a claim through gap company which I did in XXXX. In XXXX I was looking for a car and saw XXXX on my credit report by Santander! I called them and they said this and that but had never told me to keep paying for car and assured me they would finish up all details now that claim was filed with XXXX  company ( XXXX XXXX XXXX claim no. XXXX ). I called XXXX company only to find out they had closed their claim XXXX XXXX in XXXX before XXXX paid off their part and never heard from Santander! I reopened claim and called Santander who told me they didn't even have a copy of the check XXXX sent them and I was to get that and a breakdown for what was paid and they would send to XXXX XXXX a copy of monies owed. Still was not told I would be responsible for anything but may want to make a payment but didn't have to if I couldn't afford it ( and I couldn't as my expenses to income were turned upside down ) .A month later Santander still on my credit report and after calls I found out XXXX  only paid XXXX of XXXX! I asked why and they said it was because I didn't keep making payments and I was responsible for all that! I called Santander asking for forgiveness and they said no forgiveness. I asked to be a part of their forgiveness program as my car was purchased before XXXX class action required for the forgiveness program and they said no.They said they paid all they were going to pay and no forgiveness available even though I may meet requirements they weren'tgoingtopay anymore

Company response to consumer: Closed with explanation