Date Received: 2020-01-22
Issue: Problems at the end of the loan or lease
Subissue: Problem with paying off the loan
Consumer Complaint: We had a total loss on our vehicle on XX/XX/XXXX. Our insurance company sent the pay off check on XX/XX/XXXX and it was signed for at Chrysler Capital XXXX XXXX XXXX XXXX, XXXX TX XXXX on XX/XX/XXXX @ XXXX XXXX. After numerous phone calls to Chrysler, we were told that the check can not be located and had to wait 30 days to see if they could find it. On XX/XX/XXXX we received a call from Chrysler that they can not locate the check and we needed to contact our insurance to stop payment and re-issue. That was done and the 2nd check was signed for on XX/XX/XXXX at XXXX XXXX. In the meantime, Chrysler located the first check, which had a stop payment on it, and applied it to our account. They realized their mistake and took it off of our account. Now they can not locate the 2nd pay off check. I have a difficult time, obtaining updates and explanations as to why this is happening. This is now going on 6 weeks and may have to wait another 30 days and repeat the same process. Our account is in the " Executive Office '' but is not assigned to anyone in particular. When we call, we get a new person and then told " We are very sorry but you will have to wait for us to investigate ''. This is not reflecting on our credit as late yet, but it is reflecting on our credit that we are carrying 2 large auto loans. This one and the replacement vehicle that we had to purchase. We can not get a straight answer as to why this is happening. What are the chances of 2 payoff checks getting misplaced that was signed for by 2 different people. We just feel like our hands are tied and can't do a thing about it. We will NEVER finance through Chrysler again.
Company Response:
State: AR
Zip: 729XX
Submitted Via: Web
Date Sent: 2020-01-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-01-22
Issue: Struggling to pay your loan
Subissue: Lender trying to repossess or disable the vehicle
Consumer Complaint: My name is XXXX XXXX, I have my vehicle financed thru Santander Consumer USA, they are telling me I am behind and that I have 5 missing payments! I sent payments in and I even went to my bank and showed the proof that I have paid with debit card using automated thru a fee with XXXX XXXX, Santander is saying that 5 payments were reversed and that my bank has reversed charges, my bank shows nothing being reversed! So Santander did an audit I faxed papers over showing from bank proof I payed! My bank is showing that Santander was paid and that I am not behind they are threatening repossession of my vehicle! I am just trying to figure out where my money is and that I am current on my loan, I work hard and I made my payments, talked to Santander and they want a letter from bank, bank has turned it over to their resulotion center, please help me keep my vehicle, the bank manager told me about you and said I should file complaint that you can help. This all started in XX/XX/2019, recieved letter from Santander that I was behind and threatened repo, on XX/XX/2019 I had a friend make a payment to keep me from repo and we payedXXXX, and thats my regular payment, I also noticed that my payments arent going to balance but going to interest and not principle of loan,, I agreed to make another regular payment on XX/XX/XXXX, sent another payment, then on XX/XX/XXXX I faxed paperwork from my bank and they still saying Im behind!
Company Response:
State: TX
Zip: 760XX
Submitted Via: Web
Date Sent: 2020-01-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-01-22
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: This particular account situation that is lately filing on my own credit document has a seriously unfavorable relation to my personal ability to obtain a present loan application. I highly recommend you generate verification that Credit Union has been reported completely in accordance with the Fair Credit Reporting Act regulations, it's really a serious problem to misreport. More confirmation of the aforesaid item too. My proper request must over, I was never 30 days/60 days/120 days late in any of my payments and I'm not greatly tuned in to the date opened so I prefer to ask you be investigated as soon as possible and confirmed to be correct. Thanks!
Company Response:
State: TX
Zip: 76112
Submitted Via: Web
Date Sent: 2020-01-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-01-22
Issue: Struggling to pay your loan
Subissue: Denied request to lower payments
Consumer Complaint: sometime around XXXX i fell behind on my car loan due to a medical issue that required XXXX well being a veteran the va is not the easiest hospital to deal with so i was out of work for 2 month on and off after 9 trips to the emergency room i finally had XXXX after finally getting released by my doctor to go back to work which was XX/XX/XXXX i had call SANTANDER CONSUMER USA to see if i could get assistance and i was approved well they told me they was sending documents in the mail and i needed to read them over and sign them and return them ASAP well a couple days went by and i started feeling sick and had to go to the emergency room again and found out i got a XXXX from my XXXX and had to be admitted and given XXXX when i get released from the hospital a couple days later and once home i called santander back and informed them i have not received anything in the mail and they then and only then told me they sent the documents to my email and i had already told them several times " I DO NOT HAVE INTERNET ACCESS and when i got to a computer at the library and signed into my email account and open that email it was expired and this now is around XX/XX/XXXX and i made my XXXX payment and i have called them every week from XX/XX/XXXX until today asking for that assistance and they keep denying me assistance and they told me because of those payment i missed due to my XXXX there is no assistance and there has been nothing that changed but me putting my phone # on the do not call list cause they was calling me while i was at work and they got me fired and because i put my number on the do not call listen i talked to them 2 times last week on tuesday and on thursday come friday not only did they call my mother telling her my personal finiance business about my car loan but they also called my sister and and did the same thing telling her my personal business and telling them they need to get in touch with me for no reason at all well both my mother and my sister work for the XXXX XXXX and they are not aloud to use there cell phone and after santander called them they both got wrote up for " unlawfull use of a cell phone '' i never gave them or the dealer neither my mother phone or my sisters #! and every time i have called they give me a different reason why they dont have assistance! i honestly 100 % feel like i am being discriminated against and the way i am disrespected on the phone by them i also feel like i am being harassed and the reason i cant get any assistance is purely out of retaliation! they have nothing in black and white or any guid lines on getting assistance and i was told all they do is sit in a room and review my issue and then say yes or no so its based purely on opinion and after being talked down to i told them i was going to file a complaint and the lady on the phone got smart with me and hung up!
Company Response:
State: SC
Zip: 29841
Submitted Via: Web
Date Sent: 2020-01-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-01-21
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: Upon reviewing consumer credit report, there were a number of discrepancies being reported across all three bureaus from SANTANDER ranging from dates of delinquency, amounts due, high balance, Last Payment date ( inaccurate ), date opened and date closed. For this matters, the bureaus were each reporting different information that was supposed to be verified. If the information was reported by the same company, how could these dates and amounts all be different? Each bureau was sent via certified mail on XX/XX/XXXX a second request to verify and validate the account information with screen shots from my consumer report showing the information was reported and displayed inaccurately across all three bureaus and demanding the information be deleted as inaccurate, especially for the most vital dates and amounts ( attached as " Santander Deletion Letter '' ). Each letter was delivered and received by each respective reporting bureau at the address provided to submit disputes for between XX/XX/XXXX and XX/XX/XXXX. Each bureau advised at some point later the investigation of the dispute is in progress with the data furnisher. Each bureau advised that the information in the dispute would be provided to the data furnisher / subscriber to investigate the dispute. Each credit bureau has advised their investigation has been completed with the subscriber / data furnisher and the results are the information has been " verified '' and the investigation is closed. As of XX/XX/XXXX, the information provided by the subsiber / data furnisher SANTANDER to the consumer reporting agencies remains the same in regards to the errors as evidence by the attached file. In addition, the data furnisher / subscriber to these consumer reporting agencies ( XXXX, XXXX, XXXX ) has failed to meet the requirements of the Furnisher Rule 660.4 in conducting a reasonable investigation and providing valid documentation in regards to : 623. Responsibilities of furnishers of information to consumer reporting agencies [ 15 U.S.C. 1681s-2 ] ( a ) Duty of Furnishers of Information to Provide Accurate Information ( 1 ) Prohibition ( A ) Reporting information with actual knowledge of errors. A person shall not furnish any information relating to a consumer to any consumer reporting agency if the person knows or has reasonable cause to believe that the information is inaccurate. ( B ) Reporting information after notice and confirmation of errors. A person shall not furnish information relating to a consumer to any consumer reporting agency if ( i ) the person has been notified by the consumer, at the address specified by the person for such notices, that specific information is inaccurate ; and ( ii ) the information is, in fact, inaccurate. SANTANDER was provided with information showing the inaccuracies of the information reported and screenshots from my consumer reports showing the information was reported differently across the three consumer reporting agencies, yet continued to report the information as 'accurate '' or " verified '' XXXX was made aware, with proof in the attached screenshots that information was inaccurate and was being reported wrong and took did not perform and due diligence other than stating the information was accurate or verified by SANTANDER ; and continued to report known inaccurate information and failed to provide proof or demand regarding how the information was verified or validated, causing damage to the accuracy of the reported data and calculations of age of item. XXXX was made aware, with proof in the attached screenshots that information was inaccurate and was being reported wrong and took did not perform and due diligence other than stating the information was accurate or verified by SANTANDER ; and continued to report known inaccurate information and failed to provide proof or demand regarding how the information was verified or validated, causing damage to the accuracy of the reported data and calculations of age of item. XXXX was made aware, with proof in the attached screenshots that information was inaccurate and was being reported wrong and took did not perform and due diligence other than stating the information was accurate or verified by SANTANDER ; and continued to report known inaccurate information and failed to provide proof or demand regarding how the information was verified or validated, causing damage to the accuracy of the reported data and calculations of age of item. This information should be deleted immediately.
Company Response:
State: NC
Zip: 28216
Submitted Via: Web
Date Sent: 2020-01-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-01-19
Issue: Struggling to pay your loan
Subissue: Problem after you declared or threatened to declare bankruptcy
Consumer Complaint: On XX/XX/XXXX at approximately XXXX my car was towed for non payment of my vehicle, I fell 3 payments behind. When I called on XX/XX/XXXX to XXXX XXXX the rep let me know they repossessed my car and that I had till XX/XX/XXXX or XX/XX/XXXX the dates were not specific that I needed to pay {$1600.00} to get the car back and they would work the fees of impound for future payments or that the car was going to be auctioned off XX/XX/XXXX if I didn't pay on XX/XX/XXXX. I called again to see if they would accept {$1000.00} and work with me they said I needed the full amount to get the car back. On Friday XX/XX/XXXX I called again hoping to see if l could post date with my bank account information the rep told me that I needed to call back with my debit card information when the money was available. I called on XX/XX/XXXX a XXXX and the office was closed so I didn't pay because I wanted to be sure I was going to get my car back. On Monday XX/XX/XXXX the representative told me the amount was different wanting close to {$2200.00}, she said my XXXX payment was added to the previous quote, no one the previous week mentioned this to me, this woman was requiring me to secure my payment for the new quote no one mentioned that to me the week before when I was calling and doing my best to show my intention to wanting to keep my car and continue making my payments and that I have till the XXXX to pay, this rep also told me that I could have gave my debit card information as a post date to lock in the original quote amount for XX/XX/XXXX but the representative on XXXX didn't mention that as post date option she said to call back when the funds were available only and they could not secure with bank account. I requested a manager to see if they can work with me I was told by this rep that managers are busy on XXXX and an email was sent for one to call me back. I had not received a call several hours later that I called again requested a manager again and this second representative informed me that managers were busy and that a letter was sent on XX/XX/XXXX and that in the letter it should say I have till XX/XX/XXXX to recover my car after paying the quoted amount of {$1600.00}. I was feeling like for the first week my car was in repossession that I was going to just have to accept a repossession on my credit and just use the money I had on hand and buy a used car and worry about this debt later I had to take out a car rental for a week from XX/XX/XXXX to XX/XX/XXXX so that I can get to work, I paid {$180.00}. I had one more day to make an extension to rent the car I was looking for all my options and this situation I was trying to avoid having a repo on my credit seemed like a forced option so I called again at around XXXX or XXXX the reps now kept telling me to call back because they could not access my account due it showing my bankruptcy status and they needed a representative in that department to take the call they could not transfer my call I did just that. This was the 3rd time in one day that something new was told to me about my account I requested a manager again and advised them that I opted to keep the car out of my bankruptcy and I was going to call my attorney that filed it last year XXXX and find out what I needed to do only then was i was able to get a manager XXXX on the phone he mentioned that they had a manager call me but i let him know my phone was on all day at work i had permission from my job to have my phone on me and that never came in so I'm calling again. He managed to accept my payment for {$1600.00} over the phone added the {$10.00} fee to process the payment with the rep he did offer to transfer the call to automated service it is a {$3.00} I felt that this whole day was too much already trying to get this far and speak to a manager he said to have me call back. I wanted confirmation that the payment cleared and I was getting my car back so I let him process the payment {$1600.00}. My complaint is I was misinformed with the amount of time I actually had to pay, no one mentioned that the amount would be more if the new statement is due for me it's on the XXXX of the month, also that I can post date to secure with debit card and they show in their system I had filed bankruptcy in XXXX so they were aware I was going through a hardship. I cant help but think how many other people have gone through this situation and just accept a repossession on their credit because their representatives make it impossible for them to speak to a manager or tagging on fees not previously mentioned and just getting the run around. I almost gave up and opted to take that repo on my credit because I was given wrong deadline dates and amount increased and then mentioning my bankruptcy status showing on my account only certain departments can access it. I felt misled and or misinformed. I am glad to have car back and making my payments back to normal. I think this company should do a better job at giving all the details upfront of what we as consumers need to know and not feel like repossession after the car has been picked up is the only option they have. Let people know everything they need to know about the account and how much time they really have, the full amount due including upcoming payments will be added if not paid within a certain time frame all the fees that apply etc. I finally got a call back from a manager asking me if I still needed to speak to a manager after I resolved the issue with XXXX she said he reports to her and I let her know he took care of the situation.
Company Response:
State: NV
Zip: 89081
Submitted Via: Web
Date Sent: 2020-01-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-01-19
Issue: Managing the loan or lease
Subissue: Billing problem
Consumer Complaint: I have attached my billing statements that include all the payments I have made on my account. I have bern trying for months for this company to correct my balance that is showing I am past due from XXXX and I am not past due at all. Ive spoken with several people at the executive office that stated they were going to fix this issue and it has not been resolved. They are stealing my money because I've made my payments! Ive even had representatives from the executive office tell me they've done an audit on my account and they know it's showing incorrectly and it would be fixed. Told me the dollar amount I owed in XXXX. I paid that and she assured me my account would be corrected. Now Ive gotten a repossession notice in the mail. They are giving me the run around and I want this resolved. If my car gets repossessed behind this I am pressing charges. They are outright stealing my money. Then acting like they don't know how to fix it
Company Response:
State: GA
Zip: 30906
Submitted Via: Web
Date Sent: 2020-01-19
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-01-17
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: This particular account situation that is lately filing on my own credit document has a seriously unfavorable relation to my personal ability to obtain a present loan application. I highly recommend you generate verification that XXXX XXXX has been reported completely in accordance with the Fair Credit Reporting Act regulations, it's really a serious problem to misreport. More confirmation of the aforesaid item too. My proper request must over, I was never 30 days/60 days/120 days late in any of my payments and I'm not greatly tuned in to the date opened so I prefer to ask you be investigated as soon as possible and confirmed to be correct. Thanks!
Company Response:
State: LA
Zip: 70458
Submitted Via: Web
Date Sent: 2020-01-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-01-17
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: In the very begining of the loan, the due dates were set for the XXXX of each month. here in XX/XX/2020 XXXX shows two late payments witch is not correct, there have NOT been any lates. late payment fees added upon top of wrongful charge of being late initially is just wrong.
Company Response:
State: CA
Zip: 95822
Submitted Via: Web
Date Sent: 2020-01-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-01-16
Issue: Struggling to pay your loan
Subissue: Denied request to lower payments
Consumer Complaint: After many talks and many attempts to explain that the amount owed is way above of what it should be they still mentioned they can't do anything. I borrowed amd amount and now i owed more then what i borrowed. I attempted many times to work out with the agency and they keep been rude and treat to pay up or they will repo my vehicle
Company Response:
State: AZ
Zip: 85308
Submitted Via: Web
Date Sent: 2020-01-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A