Consumer complaint received 2021-03-25 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 — Problem with personal statement of dispute
Company: Santander Consumer USA Holdings Inc.
State: CA

Complaint narrative:
I leased a car from Chrysler Capital in XXXX of XXXX, with my lease expiring on XX/XX/XXXX. I made every payment on time and ensured I was enrolled in auto pay to make sure I made my payments. Chrysler Capital is claiming I missed two payments, while I was unaware I was being taken off auto pay. The reason I did not bring the car in was due to the COVID-19 pandemic. I live in California, and this is right when the first stay at home order was enacted. I was one of the millions of other people that lost their job in this time. Not only did I lose my job, but had to use any and all resources to get my and my familys life in order. With this, I was under the impression from multiple advertisements and other news outlets that Chrysler would extend peoples leases and address it once things went back to normal. With this, I thought my auto pay and lease was extended and had the peace of mind that a large company like Chrysler would take care of their customers. 

I am unable to retrieve documentation or past statements for my Chrysler Capital account, other than my payoff statement. Im unsure that I was contacted at all due to the email on account was previous work email, I left the job XX/XX/XXXX. I understand that I could have changed that email address, but it did not cross my account as my account was on auto pay, and was unaware this would happen. The only billing statement I was aware of and received was in XX/XX/XXXX when I noticed my credit was affected. My father was a cosigner on the account and used his home address and landline as the primary phone number. That phone number hasnt been active for years and I have also not lived there for years. I was also unaware of any missed payments, and once I realized there was one, I paid over {$21000.00} to pay the car in full. I was under the impression that Chrysler Capital was going to remedy the missed payments on my credit, and was promised multiple times on the phone that my credit history would be corrected. I asked on multiple calls with Chrysler Capital if the calls were recorded, and they answered yes, so there should be record of this. After months, nothing showed and was then told by Chrysler Capital they do not do courtesy credit adjustments. I have disputed these missed payments with the three credit bureaus on multiple occasions. One, which I have attached, was on XX/XX/XXXX. I submitted two online disputes with the three credit bureaus on XX/XX/XXXX and XX/XX/XXXX. 

I have never missed a payment on any tradeline or account in my life. This has decimated my credit. I recently purchased a home on XX/XX/XXXX. Due to my credit profile, I was unable to qualify for preferred interest rates from multiple lenders. This will result in unnecessary and unfair payments of thousands of dollars over the life of the loan. Not only has Chrysler Capital hurt me financially, they have hurt me emotionally causing pain and suffering. 

I am at the point where my family has secured an attorney and are in the process of preparing a class action lawsuit against Chrysler Capital. Not only are we doing this for ourselves, but the thousands of people Chrysler Capital has surely and unfairly misled in to thinking they would be taken care of. This ordeal has left me and thousands of other people in complete and utter shock as to how Chrysler Capital treats their customers. I will use the full force the legal system will allow me, and not let this go unnoticed.

Company response to consumer: Closed with explanation