Santander Consumer USA
reviews and complaints

After having an auto loan in good standing with citi financial for 4 years my loan was sent to Santander consumer USA. After several months of making on-time payments by ACH to them I switched checking accounts. This of course required a change in payment information with Santander. I tried to login to my account online to change this information and could not access my account. After 2 months of continuous calling to try to gain access and change my info unsuccessfully I finally called requested that they cancel the ACH and I would set it up new though the mail. Finally I was able to access my account online and I not only changed the ACH information by mail but changed it online as well. I also sent in a check for payment just to make sure I didn't go past due.

Santander still tried to withdraw ACH from my old and since closed checking account. When the ACH was refused due to the account being closed Santander decided to charge me a $20 fee for the returned ACH. I have since called and asked them to waive the fee. They informed me that they need to request it from their accounting department and I was to call back in 3 business days.

I am an on-time customer with good credit and good standing and I have had to call this comapny several times to resolve this issue. Each time the customer service is rude and less than helpful. I do not recommend that anyone does any business with Santander. They have no place in the business world.

I must say Santander Consumer has got to be the worst financing company out there, if you are just 2 days late on a payment they will harass you to no end, calling 8-10 times a day. At one point I was not working and asked if I could get an extension on my car payment to allow me time for a new job and they would not honor it, when asked to speak with a supervisor, I was always told they could not transfer me to one. I have been with Sander formerly Traid Financial since 2007 and never have issues with my making payments, I have asked about refinancing options to lower my interest rate, and they would not honor that either. Santander is very quick to have a tow truck come out a reposess your car, so even if I am a couple of days late, I have to look out my window 3 to 4 times a night hoping I don't look outside and my car is gone. On one occasion, I called them to ask if I could make a payment on a specific date (payments typically due the 14th of each month), so I asked if I could make the payment on the 22nd, as my next deposit would not go through until then, and they told me "No" they could only give me until the 20th. So, with them already having my bank account numbers and me also infoorming them that there would be no money there until the 22nd, they made an attempt to do a ACH transaction and I incurred fees for everytime they tried until they got their money. This compnany really needs to be sued and all consumers should be compensated for all the harassmet and stress.

Santander consumer usa has the worst customer service in the world. Each time you speak with a service rep. You are told something different. I was told in december 2010, that I could get a remodfication because I ws out of work for 20 months. I was told by this santander lady to send in a 400. Oo payment, because that would be my new payment. 1 month I was told to redo paperwork, and resumit which I did. I call back the rude man I spoke said he knew nothing about the remod. That has been going on for 2 months now, can anything be done so these people will know what they are doing, it's not fair. It maker no sense at all that the conversation, and notes be documented.

After making a payment arrangement, I called to change the date 1 week later because money wasn't going to be there in time. I was told by rep to stop payment on my check they can't make any changes. There is 6 days before this payment is about to be taken out by Western Union. That is plenty of time to make the change. I asked for a supervisor. The supervisor advised me to do the same thing. I know this information is incorrect because it happened about a year ago to us, and senior leadership with Santander told me they should not have advised that. It caused a bunch of problems making payments after I followed their advice last time. Supervisors Uleo Richards and Jimory Scot, both told me to stop payment. Neither one of them would allow me to speak with their Managers and neither one of them said they could give me a name of any one else at Santander that could help me. My only recourse according to them is to stop payment. I know this is bad advice. Who can I talk to higher in this company?

Fdic consumer response center
2345 grand boulevard, suite 100
Kansas city, mo 64108
[protected]
(monday - friday 8:00 am to 8:00 pm est)
[protected] (fax number)
&
Federal trade commission
&
State of texas office of the attorney general
Consumer protection division
Po box 12548
Austin, tx [protected]

october 10, 2010
Complaint submitted to the above listed
Regarding santander consumer usa po box 660633 dallas tx [protected]
Well first hsbc sold my car loan, which was less than 1, 000 to santander. the moment that I became unemployed, I submitted a letter to santander asking for payment arrangements. since august of 2010, I have submitted over 7 letters asking for assistance. I have sent in the payments that I could which has brought my balance down to about 500.00. I sent a negotiation letter on 9-19-and 10-5 to santander asking that my balance be paid in full with a title release after review of total amount submitted on my car loan of 13, 930 is now 19, 170 and total mileage of 100, 123. my complaint is that santander has not responded to any of my letters over 7 letters sent asking for assistance due to being unemployed and unable to receive unemployment benefits, yet they have continued to take whatever payment amounts I was able to send in and they continue to add on late and interest fees.
Resolution
First just a little common courtesy, and please respond to my letter I believe that I have done the right thing by notifying santander of my need for assistance due to being unemployed and faced with financial challenges. they did not even respond to payment arrangement or an extension.
And I would like for them to review my account and, consider my last request of having balance paid in full and title released, as the total amount paid on my car loan of a 2004 nissan is 19, 122 with mileage of 99, 200 I don't think my request is unreasonable and will certainly assist me during this time of increased financial challenges. also I would like the amount of interests paid to be reviewed.
I do not have a valid home or work phone # and the best response is by e-mail at [protected]@hotmail.com
The account number for them to reference is 9312647
I do give the fdic permission to investigate and respond on my behalf
Sincerely,
Nicole matthews

My auto loan was sold in September to Santander after I paid my account to Citifinancial Auto. Santander contacted me 10 days after my due date stating my payment was past due I explained to them that my payment wasn't past due and that I do not know who they are nor will I speak with them about my account when I was informed that they had purchased my account and would be servicing it. If I am going to be late with a payment but pay within the same month Santander will call my house 7 days a week up to 10:00 pm and my employment back to back. I have asked them not to contact me at work on numerous occasions and have been advised that my number has been removed each time. But all to my suprise they still call me at work. I have paid $5.00 late fees and $10.95 fees via the internet to make a payment to them and the following month I receive my statement I still have late fees doubled. This company is a scam and the government should sue them and shut them down reimbursing the consumers late fees and speed pay fees doubled the amount that we had to them.

My asda card is used solely for purchase of petrol at asda garages. My monthly direct debit automatically pays off my bill in full.
15th dec I fill my tank to the brim & my asda card is declined - huge financial embarassment! Ist telephone call to complain, listen to an idiotic automated response [over premium rate line - very naughty asda & probably illegal?] operator demands repeat of all previously given security questions & details [why?], but couldn't give a toss, mumbles something about it being a well-known glitch in their new system & that he would stop the card being blocked [liar!]
18th dec, need to fill the car up again - same problem, huge embarassment. 2nd telephone call to complain. Same idiotic system, different 'associate' answers. Really bad news this time - my accounts hundreds of pounds in arrears, i've been hit with a late payment charge, am being charged interest etc because I haven't paid my last bill & i'm sat looking at my online account details which says the bill has beeen paid! She says she can't help & will have to pass it on to their i.T. Dept, which will take about 3 weeks because of the xmas/new year break. No, she won't put me thru to them, nor give me their contact tel number, nor their e-maill address. Nor will she agree to anybody calling me back or e-mailing me, & have a nice xmas..., click - line dead. I irate customer now.
Try again 3rd time on 23rd dec - same problem! 3rd call to complain but this time i'm really really angry & give the [different] associate both barrels at point-blank range demanding to speak to a complaints manager now! After a long time on hold, am put thru to mr nice guy who says to get some written evidence from my bank & ring him back between 2 & 4:00pm the next day - his tel number is [protected] ext 69267 [the lying b*d!] I called again at 3:00pm but he's gone away for xmas. What a surprise?, but not as bad as the one that the postman brought me earlier that day, a new statement from asda telling me that I now owe £323.51p why? - because santander had forgotten to ask my bank to pay my bill by d/d. Not my fault, at all!
The epilogue: asleep in bed, unwell this morning [sunday] & rudely awoken just before 11:00am by my phone ringing to hear a female voice telling me that I owed a large amount of money to asda, & what did I propose to do about it? Yes, you've guessed, haven't you? It was asda's debt collection service!
So mr asda, you are caught bang to rights! This is my notice, as required by law that you are responsible for your actions. You have instructed debt collectors to contact me at an unreasonable time. You have ignored my complaints. You persist in making me contact you on premium rate numbers etc etc. Very very naughty mr asda.
Tomorrow i'm off to see the nearest trading standards officer, then maybe the police & the financial ombudsman service. Oh, & the press. Get your finger out mr asda, & get off my back!

Bought a car in November, and it is time to make my very first payment. Cannot pay using Western Union, prior to due date, because my account number is not in the database. Also tried MoneyGram, same result, invalid account number. Tried multiple MG and WU locations in my city. Called Santander multiple times on that day, spoke with probably 8 different people and a supervisor, and was given several remedies, including trying to use WU with SS number, adding on numbers to the beginning and end of account number... nothing worked, same result, invalid number or number not in database. Now, I have to deposit the money back into my bank account, and since it is a holiday weekend, it will be after the due date before that money is available in my account. I will then have to contact this ridiculous company to draft the payment out of my account, which will be late. They have told me there will not be a late fee, we'll see how that goes. But the problem is, my very first payment will be late, interest will accrue, and the problem is entirely that of Santander. I already dread dealing with this company, and I will be contacting my credit union to see if they will refinance and take over this loan. I fear I am in a bad situation. Oh, and I will refuse to pay a convenience fee for processing my payment from my bank, since I was unable to use WU prior to the due date. Santander says they have no idea why this is happening, they've "never heard of this happening before". I have a feeling they know EXACTLY what is happening here...$. You live and learn.

I contracted a car loan with Sovereign in 2006 in my name and my spouses name, we both signed and were equaly responsable.in 2009 we filed for a divorce. I contacted them to remove him from the loan because I received the car and the responsibilty of payments in the property settellment agreement. The payments were always paid on time and current. They refused to give me any information and continued to send all contact information to my ex, including payment statements at his new address, dispite the fact the car was in both of our names. They quickly updated his information, I tried to make arrangements with them but all interaction was one sided. My ex was in the process of filing bankrutcy and was using joint accounts so my only option was to refiance the car and all jointly owned accounts with my credit union. I needed to complety seperate all joint accounts from him even if it ment taking full responsibilty. I called to get a pay off amount and was treated poorly again and she told me she wanted me to purchase and send a certified check for the pay off amount. Because I was refinancing with a signature loan I was not sure how the check would be sent. I asked why? She stated "I am not going to discuss with you sovereigns banks policies". and refused to give me any more information. After begging I was able to get a pay off figure from her but she refused to update the infromation or mailing information on the account. So she will be sending the jointly owned deed to my ex even thought he has no legal rights to the car.

My auto loan was originally financed through drive financial. Out of the blue 1 day I started receiving statements from santander indicating they are my new loan provider. Long story short, I always mail in my payments since its free this way and have never had a problem. This one particular time I sent in a money order for $440 directly from the post office and according to santander they didnt receive the payment. However, the money order was cashed 7 days after it was mailed out. Once I got in touch with western union (The money order co.) they told me to pay $15 (Non-refundable) so they can send me a copy of the cashed money order, which I did. The copy of the cashed money order shows it was cashed at chase bank and also had an account number written on it. I went to chase bank and explained the situation and had them plug in the account number written on the money order and they told me this is fraud and its impossible for the money order to be cashed at chase. I then proceeded to send copies of the cashed money order to santander as proof, in hopes of jump starting applying "missing/cashed" payment, I attempted several times by mail and fax, yet each time santander says "im sorry but we didn't receive that documentation, please send it again". This is so ridiculous! Everytime I call nothing ever gets resolved, in the mean time my account is accruing late fees. On top of that, western union can only refund my money if santander sends me an affidavit stating that there is a payment missing on my account and santander refuses to do so, stating its against company policy! So at this point I am at a stand still, its going on 3 months and this issue is still not resolved. I did everything I was supposed to do, yet im being penalized. There is no local office and the only department I can get to is customer service... I didnt see this coming, but I am not giving up. At this point I dont know who cashed my money order. Since it was mailed directly from the post office I have to assume it was a santander employee since the money order was never altered, it still said payable to santander when it was cashed. Sign me up for the class action lawsuit please.

A lifelong friend of mine in the dfw area of texas owns a car lot and had purchased a vehicle from an individual who was 6 months behind on their payments. This vehicle will bring approximately 3 thousand more than the payoff at the local major auction house. Certified funds were sent to santander in dallas for the exact amount of which santander quoted which was 500 dollars more than the seller stated they owed. These funds were sent certified return reciept requested. The card was returned to the car dealer by the post office and had been signed for by an agent of santander. It has been 3 weeks since this check has been recieved by santander and no one will acknowledge reciept of funds while repo operations are still in effect. It appears as though santander does not want anything but the vehicle which would be more beneficial to them. When santander was asked for their fax number so they could have a copy of the certified check and a copy of the mail reciept card signed by their employee, they said this was not necessary. Each time you call, you are transferred to many different people none of which could find their own butt if it were hanging on their nose. What does a guy do? One word can describe santander.

My auto loan was sold by citifinancial auto to santander consumer usa. I knew right away this was a company I did not want to deal with. I had auto payments set up with citifinancial auto so I didn't give my payments much of a thought. I started getting late notices that my payment was late. I contacted citifinancial auto and was informed at that time that the loans were sold. I had to do a look up online on the phone number that was calling my home because when I pressed 1 to speak to someone it would hang up on me. When I listened for the company name it was said so quickly and with an accent that I couldn't understand the name or figure out how to spell it to look them up.

Finally I got a hold of the company and the very rude customer service rep told me that they sent out notification to those customers that were overdue first and the other customers would be notified of the switch the next week. After their payments were due as with mine, i'm sure. She also informed me that not only was I past due but I would be charged a late fee. I said I wouldn't pay it because I wasn't late - they were late with my notification. She said they notified everyone at the same time. Well, surely they didn't find out they were acquiring the loans the day they got them. They had plenty of time for notification - they just wanted to wait until they could collect on the late fees!

I told them to remove us from automatic withdraw and we would pay the bill manually or we would refinance. I was seriously considering staying with them because we had less than a year left to pay the loan. While I was deciding I tried contacting them for information on the account. The customer service rep, again, was very rude and I finally told her we decided to refinance and I needed the payoff amount. She didn't say anything, just hung up on me! So I called back and got the payoff amount through the system. Once I did, I called a very steady and reliable bank that will not resell my loan to refinance. I got approved, less interest and only $300 more over year period, I was pleased to take that loan and leave santander behind. I signed the papers and the check was sent to pay off the loan.

The day santander received the pay off for the loan they withdrew my payment from my account after I told them do not withdraw anything. When I contacted them regarding the unauthorized and illegal withdraw they said it would be 45 days before the account would be refunded. I was upset but what could I do? I waited the 45 days. I never got the check so I started calling again, only to be directed to a voicemail box that says it is no longer used. I called other departments just to get in touch with individuals that could possibly help. I've been yelled at (one time so loudly I held the phone from my ear and someone across the room heard), hung up on, called names and flat out lied to. The customer service at this company is a joke. To call this place a company is an even bigger joke! It's nothing but a collection of thieves!

I decided I was going to fax them and e-mail every person I could find on their payroll every day until I got my refund. I thought it worked. I got a check back on december 6th! It was cut on december 1st, exactly 45 business days from the close of the account. I was so happy my ordeal was over! I deposited the check and headed out to do some christmas shopping I thought i'd have to forgo. I should have forgone it. I received notification today that the check was being returned due to nsf on the account it was written on. Seriously?!

After contacting jennifer at santander consumer usa (214.722.4506) I was told that they would issue me another check if I faxed them my bank statement (which will take about 10 days because I only get a statement once a month). They will send the check ups minus fees. Umm, I read somewhere in the complaints that they charged outrageous fees so no thanks. I'm not going through my bank to see if there can be anything done about the illegal and unauthorized ach on my account. I just hope it's not too late. Of course they did issue a check so they might try to say they did refund the money... But I also informed my bank that the check is being returned. They actually owe me about $23 more than the ach charge but they can keep the $23 if they just give me back the bulk of my money!

The funniest thing about today though? The person that helped me at my bank said his loan (for the same kind of vehicle I have) was sold to santander as well. He was lucky... He hasn't had any problems. I just hope he stays lucky! I have no clue how this company stays in business!

As a foolish, optimistic computer programmer, I decided to open an account online, thinking it would be fast, easy, and I wouldn't have to go into the cold boston december to do it.

So I called an opened up an account. The first person who was assisting me told me I could get the account funded by having my father do an electronic check. I told her I would call him to make sure he was available and call her back.

When I did call back: she had gone on vacation, and wouldn't return for a week!

So I talked to somebody else and repeated the entire process. That person put me on a three-way call with my father so he could verify the funds. He told me that I was done, my account was open, and that I should be getting a card in the mail in the next few days.

A week later, when it hadn't shown up, I went to the bank to ask what the state of my account was. I was greeted with a blank stare and the insistence that "we can't find you in the system.. Come back tomorrow."

Panicked, I called my father to find out what had happened? He checked his account - they had certainly taken my $5, 000 - or at least, he no longer had it.

The next day I went to the bank, as they had told me to do. This time, the story changed slightly. "it can take 5-7 business days, come back then."

So, 5 business days later, they still had no record of my transaction. "come back tomorrow" they said.

So, 6 business days later, still no money. "come back tommorow."

So, 7 business days later, still no money. "come back tommorow."

8 days later I walked into a branch and demanded they open my account immediately. I told them I wasn't leaving without information. Now, magically, their system told them something different: "the account is frozen, because it is a new account. Talk to a manager."

So I did. He took all my information and assured me that he could now see my account, and that it was frozen, but that was just because it was a new account.

"come back tomorrow, you won't have an atm card but you can withdraw money at the tellers desk."

So I did.

This time I was told "your account has a freeze on it because the paying bank could not verify the transaction, the freeze will be removed tommorow. Come back then." - odd, since my father was $5, 000 poorer and my online banking account at sovereign said I had $5, 000 in my accounts.

When I got home, there was a letter from sovereign that said basically the same thing - it said the paying bank will not verify sufficient funds. Odd, as they already taken the money from his account. The letter also said the freeze would be removed in five business days. Seeing as how that was the next day, I waited yet another day.

Of course, when I got to the branch the next day, I got a completely different story. The freeze was not removed. The blank-faced tellers shrugged - they don't know anything! Millions of dollars in it infrastructure and all they can tell me is that they don't know.

I refused to leave, demanding to speak to somebody.

Them: "we can't do anything. You should leave and come back later."

Me: "that's what you said the previous 8 or 9 times I was in here. I'm not leaving. You stole my money."

Them: "what do you mean you're not leaving?"

Me: "you have my money, and won't tell me why you won't give it to me - not only that, I have a letter from you that says the funds will be available today for a specific reason that is not true. I am not going anywhere until I have my money."

Them: "in that case, hold on. We'll call you back in five minutes."

After apologizing to the tellers for swearing (not their fault!) I sat down and waited, noting very loudly that it was amazing how they decided they could try and help me when I threatened to make a scene.

Twenty minutes later they called me back and told me they couldn't get in touch with my father (working at the time, didn't answer the phone, not part of the cellphone generation) and wouldn't give me my money until they could. I was baffled, annoyed, and frustrated, but I was also bluffing about being able to stay there all day - I had to leave.

The story isn't over. They have my money. They won't give it back. They have lied to me consistently throughout the process. Avoid this bank. They've been treating me like a criminal since I signed up, and they won't even tell me why.

During this time I was able to open and use a bank account at a neighboring bank quite successfully - I can assure you it has nothing to do with my credit history or whatever else might stop someone from opening an account - these people are corrupt liars working with an outdated system and had the nerve to tell me to control my temper - while denying me my own money and lying about it.

Avoid sovereign bank! Avoid santander bank!

I'm very happy with td bank - they were friendly, informative, and no #. Use them instead. I can't wait to move the 5, 000 sovereign stole from me into that account.

A few months ago hsbc sold off all their car loans to santander consumer usa including mine. I payed off my auto loan last month. Now santander has sent me a bill for additional 562.36. When I call to ask why they could only say fees. What fees?! I was always on time with my payments so why would I have fees. They told me if I want my car note I need to pay the fees.

My husband and I had a car loan previously with Citifinancial Auto and acquired this auto and loan in 2005. Our Loan was sold off to Santander Consumer USA in September 2010 and we didn't receive any information or letters indicating that our loan was sold off. We only foundout because we requested a payment history in order to dispute a negative report for an amount that was listed on my credit report. I contacted this company upon findouting that the loan was sold off to insure that our payment terms would be the same as they were with Citi Financial Auto and was told that our terms would be the same since we are currently in a Chapter 13.in Novemmber 2010, my husband received a letter from Santander Consumer on behalf of Citi Financial Auto stating that we did not make our payments upon the agreed terms and demanded that we pay them the full balance of our loan which was 4800. My husband contacted his attorney who he filed the Chapter 13 through and found out that the attorney received the same letter. The attorney stated that information in this letter was wrong and that Santander Consumer was lying and didn't have a leg to stand on. We paid our attorney $200 to fight this case and he was suppose to go before the trustee on our behalf on December 13th 2010. This morning we discover that Santander Consumer reposessed our car and all our payments are up to date and current and have been current for the last 2 years since we have been working with a financial advisor. These people are crooks and we have had nothing but drama since they took over Citi Financial Auto's loan. We never had this issue with Citi Financial Auto and were even told by them in Jan 2010 that our account was current and up to date. Santander Consumer USA is a trifling company with a bunch of crooks. We are in the process of working with our lawyer to get this car back and hope there is enough evidence and lawsuits against these crooks to prosecute them to the fullest extent of the law including fines and imprisonment for the dirt they are doing to people. I have heard of people getting their car reposessed when their payments are 90 days or over behind but never in my life would I expect to have my car repossessed when my payments have been on time for the last 2 years.

My Auto Loan Company was Citi - Finical Auto. In August of 2010 Santander Consumer USA took over my auto loan. From that point to September. I still thought Citi was my bill collector. That day is when my life turned upside down. I have never ever received a Auto Loan payment, But I have spend countless hours on the phone trying to make sure they change my address to my current one. Also I have been force to pay the fee of $15.00 each month for the last 5 months which is a grand total of an extra $100.00 they are literally ROBBING from me.
Last month I was furious with them .I spent 2 hours yes that is right 2 hours on the phone to make sure they might Finally get something right, but of course to find out December 3rd 2010 they had mailed my bill to address i have not lived in since April of 2009. I have lost all hope of ever getting an car payment and to the point of the thought of killing myself has seemed like a pretty good idea. Just so I can finally escape this horrible, brainless, worthless, pathetic corporation.
This Corporation is Huge. There is no reasonable explanation why they can not change an address. Which is an action a wild baby monkey in a comma can do. I live in America One of the Most competitive countries on the globe and yet we have this huge corporation
that can't even do an action that anyone can do in 2 minutes. It is a simple action pull up the profile highlight the error hit delete . input the correct information. Hit save and finished .

This company was over paid on a payoff of my traded vehicle. I have waitied patiently for over 45 days while I get nothing but rude coustomer service reps. No one seems to know what is going on in this company. They have the absolute worst customer service of any company I have ever dealt with. I have been dealing with this company for almost 5 years and I have NEVER had a satisfactory experience with thes people. No one can tell me if my refund has ever been processed or if it has been mailed. I was even told at one point, that my refund would be put back into my bank account within 72 hours. However, a week later, I was told that I was never told that. I even have the name of the agent who told me that. I was told that I was not allowed to speak with that agent to confirm. It seems that these people are giving me the run-around and telling me anything to get me off the phone, because I have called numerous time trying to get answers. I need answers!

I was nearing the end of my contract when Santander took over my car loan. I am now at the final payment, which should have been paid on 11/07; however, they sent a bill showing a balance of 747.11 but only requesting a 320.00 payment. I made the 320.00 payment on 11/05 and then began receiving the automated phone messages that my account was past due. Now they are claiming that because I had split my monthly car payments in half in the past (due to being paid bi-monthly) that I owe another 431.00 in late fees and that the balance of 747.11 - not the amount owed (320.00) at the bottom of the bill was supposed to be paid by 11/07/10. He also mentioned that this late payment fee that I have been accruing was around $5 per month. The funny thing is that I refinanced my original loan with Citi so they did not have it full term which would have been 60 months. Even at 60 months, $5 per month is only $300... not 431.00. I did have a deferment with Citi due to being laid off in [protected] but the difference of the deferment would be more than 431.00 if that is what they are trying to recover, so I have no idea where they are getting this amount from. They have also said that it was my responsibility to be aware of my maturity date and obtain the payoff amount instead of going by what was on the bill so now my account will be in collections until I can pay the 431.00 on 12/01/10. The payoff is apparently based on the interest and is only good for 15 days... but no one ever sent anything out about that. I have paid off other cars before and have NEVER had this much trouble.