Consumer complaint received 2024-08-30 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Problems at the end of the loan or lease — Problem with paying off the loan
Company: SANTANDER HOLDINGS USA, INC.
State: FL

Complaint narrative:
Customer Service Experience : Recently, I interacted with a representative who displayed a lack of compassion and professionalism in handling my concerns. This was not an isolated incident, as previous interactions with your team have been similarly unhelpful. When I requested assistance due to the complications I was facing, I was met with a dismissive attitude and was essentially told that I could not expect any help. This contradicts the service standards your company claims to uphold. I found the representatives attitude disrespectful and lacking the basic courtesy expected in such interactions. 
Payment Processing Issues : Regarding my payment status, I was informed that I am three months behind on payments, which is incorrect. I initially fell one month behind in XXXX. I made payments in XXXX and XXXX, but due to a XXXX XXXX in XXXX, I faced challenges. I attempted to make a payment online during my recovery, but I encountered repeated processing errors on your website. I brought this issue to the attention of your agents in XXXX, and despite acknowledging the problem, they failed to take ownership of the system error. As of now, I am only two months behind, plus the current months payment, which is due on the XXXX of each month, not the XXXX as your internal system may be reflecting. I have attached proof of the XXXX due date. I am unable to print to out a most current statement due to the system running into issues. I have attached a copy of the system issue, and this is every single month since XXXX of 2024. I understand there is other ways to pay but this is an inconvenience as I like to print out my payment receipt and I do not feel comfortable processing payments over the phone via automated system or with a representative. I have had my information leaked because of companies and their systems being hacked. 
I have also asked if they can do a loan modification like I was able to do in the past with another car loan I had and per the representative they do not do this. I have read where this is a possibility as it benefits when a customer is facing hardship. I do understand that I will be paying more in finance charges because I am extending it another year or so but that will benefit a lesser payment monthly significantly. 
Request for Deferment and Complaint : Given these circumstances, I am requesting a deferment for the two missed months to bring my account back on track. Additionally, I would like to lodge a formal complaint regarding your payment processing system, which continues to show errors, and the fees that I suspect are being incorrectly applied even after deferral. 
Request for XXXX XXXX : I insist that any further communication on this matter be provided in writing. This is due to the unprofessional and confusing nature of the verbal interactions I have had with your representatives. The last representative I spoke with I had difficulty understanding and he XXXX have difficulty understanding my concerns, and I am unsure about what I agreed to during that conversation. When I requested assistance, I was met with a dismissive attitude and no effort to offer any help, which is contrary to the claims made on your website. A previous interaction with an upper management team member also left me with the impression that your company does not prioritize customer assistance, as I was told that you have the discretion to deny support. I am extremely disappointed with the attitude and lack of compassion displayed by your representatives. 
I am also concerned that I am being incorrectly charged based on my old due date of the XXXX, despite having made a due date change approximately two years ago to the XXXX of each month. It appears that your system is still generating the old due date, which is causing it to reflect that I am three months late when, in fact, I am not. This discrepancy needs to be corrected immediately. Additionally, I would like to understand whether it is legal for your company to generate late fees based on an outdated due date, especially when I have taken the necessary steps to update it in your system. This situation is both frustrating and unfair, and I believe it warrants further investigation.

Company response to consumer: Closed with explanation