Consumer complaint received 2025-01-18 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Struggling to pay your loan — Denied request to lower payments
Company: SANTANDER HOLDINGS USA, INC.
State: GA

Complaint narrative:
XXXX XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXXXXXX XX/XX/XXXX Consumer Financial Protection Bureau XXXX XXXX XXXX XXXX XXXX XXXX XXXX Subject : Formal Complaint Regarding Auto Loan Practices by Santander Consumer USA Dear CFPB Representative, I am writing to formally file a complaint regarding my auto loan with Santander Consumer USA, account number XXXX. Since XX/XX/XXXX, my account balance has remained unchanged at {$30000.00}, despite consistent monthly payments. As of XX/XX/XXXX, my balance remains the same, with an estimated payoff amount of {$32000.00}, according to Santander 's records. 

The situation is particularly concerning given my financial hardship caused by Hurricanes XXXX and XXXX in XXXX and XX/XX/XXXX, respectively. These disasters dislocated me, leaving my home flooded and roof destroyed, while impassable roads severely impacted my employment. These natural disasters prompted the declaration of our area as a major disaster zone by the President of the United States, FEMA, and the Georgia Emergency Management Agency. Despite these circumstances, Santander made no accommodations for disaster victims like myself. 

The loans annual percentage rate ( APR ) of 27.99 % results in daily interest charges of {$23.00}, which has compounded my financial challenges. Attempts to seek assistance from Santander to address the allocation of payments or to reduce my principal balance have been met with unhelpful responses, including suggestions to make additional payments of {$1000.00} or to pay weekly. 

In light of the extraordinary circumstances caused by these natural disasters, I am requesting special consideration for the interest accrued between XX/XX/XXXX, and XX/XX/XXXX. Given the devastating impact on my finances and the broader community during this period, it seems only fair that Santander adjust or waive interest accrued during these months. Additionally, I have requested that Santander recalculate the interest accrued during this period and apply my payments more effectively to the principal. However, no substantive resolution has been offered. 

This lack of empathy and flexibility during a time of such extreme hardship is deeply disheartening. 

I am seeking your intervention to address the following : A full review of the interest accrued on my loan from XX/XX/XXXX to XX/XX/XXXX, with special consideration for the period between XX/XX/XXXX, and XX/XX/XXXX. 
A detailed explanation of why my principal balance has not decreased despite regular payments. 
Assurance that future payments will be applied equitably and transparently, with clear communication about their allocation. 
Consideration of a modification or adjustment to the terms of my loan, reflecting the extraordinary circumstances caused by the natural disasters. 
Enclosed are supporting documents, including account statements and transaction histories, to provide further context. 

I kindly request that the CFPB investigate this matter and facilitate a resolution that upholds fairness and transparency. Please do not hesitate to contact me at XXXX or via email at XXXX. 

Thank you for your attention to this urgent matter. 

Sincerely, XXXX XXXX

Company response to consumer: Closed with explanation