Consumer complaint received 2023-08-22 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Managing the loan or lease — Billing problem
Company: SANTANDER HOLDINGS USA, INC.
State: NJ

Complaint narrative:
BACKGROUND XX/XX/XXXX I purchased a XXXX XXXX XXXX XXXX ( hereinafter the vehicle ), which was financed through Santander Consumer USA. On or approximately XX/XX/XXXX I loaned the vehicle to a friend to use for a few hours. The vehicle was never returned and in accordance with NJ XXXX law I reported it stolen to the local Police and my insurance company, XXXX. XXXX opened a claim and investigated, also contacting Santander advising that I opened a stolen vehicle claim. Despite overwhelming evidence, the local police refused to list the vehicle stolen or report the in the national alert system for stolen vehicles. XXXX was unable to continue and pay the claim without this. 

In XX/XX/XXXX I contacted Santander to find out if the vehicle had been located and was informed that the vehicle was recovered and in XXXX. I was ecstatic and asked the address where it was being stored as I wanted the vehicle back and catch up the back payments. I was put on hold and when the Santander representative came back on the line, they refused to give me any information and ended the call. Another call to Santander had the same results. 

In XX/XX/XXXX I received a call from my insurance company, XXXX, regarding my damage claim for the XXXX XXXX XXXX. I had not filed a damage claim and after the adjuster looked further into the claim, she advised me that Santander had filed the claim. I was never contacted by Santander or informed that the vehicle was damaged and that they filed a claim with my insurance company. Only until XXXX contacted me did I learn of the fate of the vehicle or received any information regarding the vehicle whatsoever. Regardless, after investigation XXXX deemed the vehicle a total loss and Santander received a check in the amount of {$26000.00} dated XX/XX/XXXX. 

Despite being paid by XXXX, Santander continued to report the account as a Write/Charge off and I disputed twice before changed the account status. It was no longer a charge off account but was and is still inaccurate. Copies of Santander Account as reported to XXXX, XXXX and XXXX in the months prior and following the insurance claim available if needed ) CURRENT STATUS OF ACCOUNT In XX/XX/XXXX Santander reported the account to the credit bureaus as 30 days past due. The monthly payment for the vehicle was {$770.00} per month, at 30 days late the past due balance was listed at {$2300.00}. During this time Santander called me every day. On two occasions I spoke to a Santander representative and explained that a total loss claim was filed by Santander and was paid. I was still wanted to pay in full the remaining balance of approximately {$5000.00} but at that time I was at work and was not allowed to be on my cell phone. I asked that a representative contract me after XXXX XXXX  est. The representative hung up on me without a response. Santander continued to call every day and I was able to answer again despite being at work. Again, I explained the situation and wanted to pay off the balance due, however I could not pay {$770.00} a month and as it was listed as a vehicle loan, I have been unable to purchase another car. The representative said that it was a vehicle loan and no changes would be made. I asked to speak with a supervisor and was told that this was the department handling the account and that is who I needed to speak with. I repeatedly tried to work with Santander and pay the balance due despite that they wouldnt work with me when the vehicle was recovered, filing an insurance claim with my insurance company under my policy never contacting me prior to doing this and even when they were misreporting the status of this account to the credit bureaus I tried to work out a repayment schedule for the balance due. Santander refused to do this and continues to call me every day, while I am at work. ( attached are phone records of these calls ) As you can see this is not the typical situation with an account, but I have never had a bank or lender refuse to work with someone willing to pay the balance due and to be so secretive and deceitful in the handling of an account. It is only after repeated attempts to work this out directly with Santander do I submit this Complaint and ask for the Consumer Financial Protection Bureau for help. 

Thank you

Company response to consumer: Closed with explanation