Consumer complaint received 2025-07-03 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: PA

Complaint narrative:
I left my job at the end of XXXX and then it seems like the price of everything has gone up. We started to struggle financially with our bills. My husbands income gets slow during fall and winter he works for XXXX XXXX XXXX  and they do have slow times. We always have to play catch up in the summer when work gets busier. This year it really hasnt got to busy so income is consistent but not much extra to help catch up. I have always been up front with Santander and any bill payment we have. My mental health had been a mess and I was trying to get it together. For a few weeks I had been really bad and not much was getting paid. My dr put me on medication and it had helped but made me sleep a lot. I have called Santander many times to seek assistance or payment modifications but they dont do much but try to get payment. I have taken quite a few extensions with Santander over the course of this loan due to income or repairs. They said those payments will be tacked on at the end of the loan. Right now I am {$1400.00} behind on payments. The payment for my XXXX XXXX XXXXXXXX is roughly {$510.00} a month I have always paid {$260.00} every two weeks, sometimes when I log on to make a payment I cant see my balance they dont have it listed. And the only thing I see is Make A Payment its Pay Near Me type of page. Its not even really my account page. How do I know if they put anything Im paying on my loan or interest if I cant see a balance? Where does my payment go? I would like someone to go over every payment to see that what I have paid went to my balance.

And sometimes when I go to make a payment it wont accept MY payment and declines my payment unless I pay what they want me to pay. For example I tried to pay {$200.00} yesterday and they declined it and want a payment that was around {$590.00} which is more than my regular payment is in the first place. They are aware of my ongoing financial situation and they
did this to me in May. I submitted an amount of {$400.00} I believe and when I looked at my bank account it showed they took a full payment of {$510.00} so in that month they received over {$900.00} in payments from us which really hasnt helped much in getting back on track but I didnt authorize them to take that much if I put in the amount that I can currently pay. I have asked for refinance or payment reductions and they will not help. They threaten reposession will take place. They send me a letter then I call them. I make arrangements I make those payments and they go and take more than what arrangements was. And now declining my payment I tried to make because its less than what they want. At least I am trying in the difficult financial situation Im in. I cant even get my car fixed right now its leaking antifreeze. 
I should have stayed away from a loan with them as if Im not mistaken this is the same company that we had a XXXX truck loan for years back when the auto salesman fraudulent changed my husbands paycheck to look like he made more without us knowing. This company is shady. They are not all good to work with.

Company response to consumer: Closed with explanation