Santander Consumer USA recently took over loans/payments for CitiFinancial Auto who my original loan was through. Upon being notified by CitiFinancial about this change, I contacted Santander Consumer USA to get some more information. Specifically I asked them if my current payment arrangements with CitiFinancial would remain in place. That is, the automatic monthly draft that I had setup with CitiFinancial. The representative from Santander told me that no, the payments would not automatically carry over to them and that I needed to setup a one time payment for September and then schedule future auto drafts through the Santander website. When the time came for my payment to be made, I discovered that my previous payment arrangement with CitiFinancial was still in tact and had been transferred to Santander. So, Santander auto drafted my bank account (they said they wouldn't, which is why I needed to schedule a one time payment). So basically I have been charged twice. That's just shy of $400 missing from my checking account that they had no business taking out. Money that I need for things like gas and groceries. When I originally called, I was told that I needed to fax them a copy of my bank statement to "prove that I was overcharged'. First of all, why the hell do I need to "prove" it? Shouldn't they have records that show that they received two payments from me? I cannot believe they have the nerve to request personal, private documents from me because of their screw up. I am still waiting on the money to show back up in my account. I cannot believe the complete and total lack of consideration for the effect this has on me financially. $400 might not be a lot of money to be missing for some people but it is for me.
One positive note. I called them back after the first rep told me I needed to fax my bank statements. I was hoping for a different rep that would be willing to be a little more proactive. I ended up with a very nice lady who, upon placing me on hold, contacted their accounting department. She was able to verify with them that they did in fact receive two payments last month from me. She promised that the money would be refunded as soon as possible. I am hoping to receive it in the next 24-48 hours. I will follow up on this to let everyone know the result.