Vehicle loan or lease -- Struggling to pay your loan -- Complaint #5393842

Complaint Overview

Complaint ID: 5393842

Company: Santander Consumer USA Holdings INC.

Product: Vehicle loan or lease

Sub-Product: Loan

Issue: Struggling to pay your loan

Sub-Issue: Lender trying to repossess or disable the vehicle

State: Texas

ZIP Code: 77082

Date Received: 2022-03-31T12:00:00-05:00

Date Sent to Company: 2022-04-27T12:00:00-05:00

Company Response: Closed with explanation

Timely Response: Yes

Consumer Disputed: N/A

Submitted Via: Web

Consumer Narrative

I called Santander at the end of XX/XX/2022. I called to get extension for XXXX and XXXX the lady I spoke with stated that I was able to get the extension and I would pay XX/XX/2022. I logged on my account and seen I had a balance for XXXX so I called and was told that there was no extension and I wasnt approved per the notes that the representative I spoke with documented. I requested that the call be pulled and listened to. I spoke with a man he said he would the XXXX and for me to call back at XXXX so I called back and I spoke with a lady she had no idea what I was talking about and said she knows that the will not pull a call from XXXX. At this point Im even more upset because of all the miss communication and lies that Im being told. Finally she sent me to the exceutive offIce and I spoke with a guy name XXXX XXXX Id # XXXX he tried to get knowledge of what was going on and said he didnt show any records of anyone pulling the call and he would personally listen to the call and call me back. I had several panic attacks because at this point dont know who to trust my account has an outstanding balance and I cant afford to get me car reposed for someone lying to me and thats not far to me as a customer that they would allow that to go one. I had to wait all weekend stressing and worrying about this guy calling me back. I received a call from a guy named XXXX id # XXXX he also stated he was with the executive office and he listen to the call.. I asked why he was calling me and not the guy I originally spoke with because he told me he would personally call me back and didnt. Thats poor customer treatment and Im even more upset because now I have to explain this situation over and he said he listened to the call and yes I was mislead by the representative and they gave her a coaching. Im like is that it????? She lied to me and falsified documentation that reflected that she had a whole conversation with me that I had no idea about. Now Im stuck with this outstanding amount and all he can say is he understands and still tried to collect the balance I didnt have now Im in jeopardy of losing my cat and nothing has been done. I filed a complaint with the attorney general and now Cfpb and Im looking to sue because this is unfair and deceptive practices. I need help and I cant get anything done on my own. No one has ever reached out to me since that day and I need this resolved. I cant afford anything extra and its is causing me a great deal of stress and my XXXX is out of control. Please help me. It had even damaged my credit badly all because someone lied to me. If I would have know I would have done my best to get a payment in at the time. I had Covid back to back. I cant get help from family the struggling just like I am. I

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Disclaimer

This analysis is AI-generated based on publicly available CFPB complaint data. It does not constitute financial or legal advice.

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