Consumer complaint received 2024-07-17 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Managing the loan or lease — Billing problem
Company: SANTANDER HOLDINGS USA, INC.
State: TN

Complaint narrative:
Santander Consumer USA has been very difficult with working with us to make our payments and to investigate on an incident that happened on XX/XX/XXXX I found out that my bank went ahead without consulting me or letting me know that they went into my minor son 's account and flagged several companies as fraud. The XXXX companies were Santander Consumer USA, XXXX XXXX and XXXX XXXX. The valid companies were Santander Consumer USA and XXXX XXXX. XXXX XXXX and other transactions were fraudulent and not made by my family and I.No one from the XXXX XXXX  sat down with me to ask me what transactions were fraudulent the employees just flagged them on all of our accounts. XXXX Bank branch XXXX XXXX XXXX and XXXX XXXX were the XXXX Bank employees that worked on our compromised accounts. My family and I witnessed the branch XXXX XXXX XXXX state that he goes into our customer 's accounts and fixes their accounts without asking them or letting them know. We have mentioned to XXXX the branch XXXX about the fraudulent charges but he did not care to listen to us but to ignore us. During the investigation XXXX stated to my family and I that we should never go through Fraud department but to come to him or call him and he will take care of it. He made a lot of unnecessary flags on different companies that made our relationship with those companies go south. XXXX XXXX  allowed hackers to go into my XXXX  accounts and take over XXXX, XXXX XXXX XXXX and XXXX XXXX were accounts open fraudulently and XXXX XXXX  let whoever open those accounts let them make the loans with these companies and withdrawal all the funds out of our account. XXXX XXXX  head XXXX of my paycheck and flagged my paychecks that i receieved on XX/XX/XXXX as fraudulent when they were valid. I have the original and the revised documents and the provisional credit documents and the final decision documents for the investigation with XXXX XXXX. Due to my vehicle payment being flagged as fraudulent Santander Consumer USA discriminated my husband and I they did not want to work with us but make every phone call very difficult for us to explain the situation and we spoke from representatives, managers, XXXX  department, leadership department and the executive office and no one was willing to help us. As the investigation went on between Santander and XXXX XXXX.I provided documents stating that we made XXXX payments to Santander Consumer USA from XXXX to XXXX and when we got our bank statements it stated that charges were reversed and Santander got the payment for our vehicle that XXXX Bank flagged. XXXX  XXXX  branch manager XXXX XXXX sat down with me on XX/XX/XXXX with Fraud Laison Department worker XXXX to discuss and go over all the fraud claims from XX/XX/XXXX to Present day and make sure that all the claims were filed and none were missing. I did call XXXX XXXX  Credit Card Fraud department to file claims of transactions that were fraudulent. I checked my account on XX/XX/XXXX the next day and all our new accounts Checking, Savings and Credit Card accounts were all closed. 
My husband went to the branch to go get copies of our bank statements and to talk to the branch manager XXXX XXXX but he cut out early because he did not want to deal with us. On XX/XX/XXXX I received a letter in the mail stating that all the Fraud claims and provisional credits were reversed from XX/XX/XXXX through XX/XX/XXXX. All of our accounts were in a negative balances including our XXXX. XXXX Bank harrassed and discriminated XXXX every day with phone calls stating we owed them but they owed us. XXXX, XXXX, XXXX  XXXX were all our w companies that was our Identity Theft Protection and they were contacted several times about this and they also refused and discriminated us and did not want to help us. They were told to stop charging us XXXX a month for XXXX, XXXX for XXXX  XXXX and XXXX was through my employer for services that we never received but they continued to charge us XXXX and XXXX XXXX  received all the provisional credits that none of them we received at all. This put my family and I in really bad hardship. The accounts involved 2 minor disabled children, XXXX XXXX VA veteran XXXX and XXXX adults XXXX. On XX/XX/XXXX Santander Employee XXXX contacted my husband and I to let us know that they received a chargeback from XXXX XXXX  for XXXX so they used it towards our XXXX payment. I had asked XXXX about that payment and that we wanted Santander XXXX XXXX to investigate on these XXXX. So I contacted XXXX XXXX  and found out that they gave Santander Consumer USA our XXXX payment my husband and I made in XX/XX/XXXX because of the fraudulent transaction that was false and was valid back to them instead of us. Since XX/XX/XXXX till now we have not come to any solution and both companies still harrassed us. On XX/XX/XXXX we found out that someone was hacking into our phones and bank accounts and compromising our accounts stealing money from us from several companies. We made sure that our phone company T-mobile was aware of it and XXXX gave us a very hard time charging us XXXX and cutting our phone services off 4 times and all the managers stated that an investigation was going to be done but that was a false accusations.Tmobile did not communicate anything about the EIP that was supposed to go on my father account when we did the switch for the military discount and they sent my account to collections for XXXX. XXXX signed my family and I up with XXXX but XXXX filed the Identity Theft claims I filed and the restoration worker laughed in my face on the phone and stated that they will not help us at all. XXXX sent me XXXX collections twice XXXX and Today we are dealing with XXXX XXXX XXXX Santander Consumer USA XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX TN XXXX, XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX took it upon their self and hack into my laptop and take over our internet service from XXXX and ownership of my laptop.

Company response to consumer: Closed with explanation