Consumer complaint received 2022-10-05 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Managing the loan or lease — Problem with fees charged
Company: SANTANDER HOLDINGS USA, INC.
State: FL

Complaint narrative:
On XX/XX/XXXX, I called Santander Consumer USA to report my car was damaged in a flood during Hurricane Ian on XX/XX/XXXX. I informed them that my vehicle was a total loss. I was immediately sent a payoff letter with an estimated amount payoff is {$16000.00}. The insurance adjuster ( XXXX ) called and informed me due to the severe damage from the flood my vehicle was deemed a total loss. On XX/XX/XXXX, I received a call from XXXX insurance that my value of the car is less than what I owe on the vehicle that I will have a deficit and I must reach out to the lien holder to see if they have any assistance to cover the deficit. On XX/XX/XXXX, at around XXXX XXXX, I called Santander and spoke to a customer service representative in regards to my vehicle total loss, the representative was very rude in explaining the process and stated that there is nothing they can do and my pay-off principle balance is {$15.00}, XXXX I ask why the pay-off is different she stated its the principle balance. I ask to speak to a manager to escalate this matter, I was then transferred to another person name XXXX, I informed the manager about the situation of total loss of my vehicle and I was concerned about my balance of the car was so high and he informed me that it is nothing they could do because my loan is a daily interest loan and Santander Consumer USA will need full payment of my balance from my insurance. I explained to the XXXX that the interest is high and this is a violation of my rights and I need a copy of my contract. I no longer have the vehicle and if it's possible to reduce the balanced owed to the estimated value of the car so the entire balance is covered by the insurance.The XXXX was uncooperative and refuse to assist me with any relief of the vehicle. After doing my research, I found out that I was eligible to receive payment from a XXXX Santander XXXX. I missed the deadline because I was dealing with covid19. I feel Santander violated my rights by putting me on a subprime loan for my vehicle and I need some type of relief. I purchased this vehicle on XX/XX/XXXX, Unknowing that my interest was very high and that I was paying more interest than principle. On XX/XX/XXXX, I contacted my insurance company and explained to them that Santander is not willing to give me any relief for my vehicle. I was informed by XXXX to contact Santander XXXX XXXX Department, I spoke with XXXX and she stated that my payoff balance is {$16000.00} with interest and they received the claim from my insurance company. I asked if there is any relief and I would have a deficit, she said I purchased Gap insurance and it is not guaranteed that GAP will pay anything towards my balance. I have 5 extension payments behind the loan. I am distraught because I had a financial hardship during Covid and I did not want to default and lose my vehicle. XXXX informed me that those payments were put behind the loan and that interest will continue to accrue during the extension period and that the XXXX insurance will not cover those payments. Santander is profiting by approving high cost loans to disadvantaged auto buyers and they knew and turned a XXXX eye to deceptive service practices and misled me about my rights and risks of partial payments as well as loan extensions. These predatory loan practices have hurt me especially being hit hard in this economic crisis.

Company response to consumer: Closed with explanation