Santander Consumer USA / the worst customer service ever!
Within the past year or so soverign bank was bought out by santander consumer usa. Having had a lean on my car with sovereign, I was grandfathered into being a customer at santander. My contract with sovereign did allow me to have a 10 day grace period on my payments. That also rolled over when the bank was bought out by this new company.
Within the past week I received a phone call from santander, missed the call and called right back. I immediately asked the operator who got my call why I was getting a phone call about my payment if I was well within my grace period. She told me that this was part of their policy. I then told her I had mailed out my check 3 days prior to the call and that they should be recieving payment any day. She then advised me that she did show that they recieved my check and that there was some error code showing on my account letting her know that there was some information that I had not filled out on the check making it so that they would not be able to cash my check. I asked her what info was missing and she said she did not have access to view my check. I then asked her, "so you're not going to be able to cash that check then correct?" and her response was, no we cannot. I then decided to use the pay by phone option which I knew would cost about $10 extra but figured it would be worth it so that my payment would not go late if I were to mail out another check. I received a confirmation number after I gave her my debit card info and saw that it was almost immediately deducted from my bank account.
Two days later, I noticed that my bank account was at a negative balance which to me was impossible because I keep very good track of my transactions through my check register. I looked into and realized that they did in fact cash my so called "incomplete check". I was able to view my check online through my financial institution and there was nothing that was incomplete about it. I immediately called the 888 number and explained what had happened to a customer service rep. To try to shorten up all of the trouble that I went through I ended speaking with a total of 6 different customer service reps plus a supervisor in which I was getting different stories from all. There was absolutely no sympathy from any of the 7 representatives that I spoke with within the company.
I work at a call center myself and know that when calls are recorded there are calls that can be pulled. I asked the supervisory to pull the call so he would have proof right there of what happened during the very first conversation when I was mis-informed. He told me that this would have to go through an investigative department which would take about 3 - 5 business days.in the mean time, I had gotten hit with 2 seperate overdraft fees from my financial institution because of this situation. I faxed over a copy of my bank statement to the accounting department at santander (which is what I was told to do by the supervisor) which showed the overdraft fees. He also said it would take a few days for the acounting department to review it.in the mean time I still have a negative balance in my account and other bills set up to be automatically deducted within the next week.
To sum this all up I have refinanced my loan through my own financial institution and will say that I will never ever do any kind of banking or apply for any loans with santander ever again. I've never had such a bad experience with "customer service" reps speaking over me, being rude and short with me, having other conversations with employees as I was talking, and having no sense of urgency for a mistake that they made!
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