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Santander Consumer USA
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4.2 2572 Reviews

Santander Consumer USA Complaints Summary

241 Resolved
496 Unresolved
Our verdict: Engaging with Santander Consumer USA, which has a below-average resolution rate, demands caution. Thoroughly assess their service reviews and explore how they handle unresolved complaints. If you encounter issues, document your experiences meticulously and be persistent in seeking resolutions.
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10:31 am EST

Santander Consumer USA stealing my money

Santander is stealing my money. They are applying my principle payments towards interest. I cannot understand their english and it is impossible to speak with a supervisor.

After 30mins on hold, they hung up on me. They have lost payments and have charged me a "late fee".

I do not own the balance that they say and they will not allow me the pay off that is on my statement without charging me interest. I am very unhappy. I dont know what to do to 'fix' this.

I am currently on the phone with the department of Consumer Affairs.

Is their ANYONE that has had this same problem with Santander Consumer? If so, what did you do to make them make the numbers right?

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FDL_HOU
Houston, US
Jan 29, 2011 9:11 pm EST
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The best thing you can do is try to get some other creditor to take over your loan or contact a lawyer. There is a long list of complaints against these jerks. Santander are crooks, liars and they are a bunch of noncaring idiots who have no problem damaging your credit and in fact are proud to ruin your credit.

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8:37 pm EST
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Santander Consumer USA inappropriate fees

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.

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GladItsPaidOff
, US
Feb 12, 2011 11:09 pm EST

I agree 100% with the previous person comment. Mine was also a transfer from Citifinancial. I made a payment (one of the few times I was able to access on line) & two days later received a collection call for my late car payment! Gave them my confirmation # (luckily I wrote it down in my check book); they too had trouble processing & I had to call & check on them twice to ensure their inadequacies weren't held against my credit! Also, if you call or pay on line, there is their 'convenience fee'; what malarky. I just paid off my car note today, hooray & my last processing fee. I tried accessing on line, to no avail. What is this company & how can they charge this $11. fee when everyone else provides this as a regular payment method? They are also rude & treat you like your account is deliquent for a year (when it's on time)!

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6:44 pm EST
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Santander Consumer USA harassment/ customer relations

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.

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ladydon54
, US
Jan 22, 2015 5:28 pm EST

9000 loan of 27% turn into more than 50% pay back

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8:57 pm EST
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Santander Consumer USA the worst customers service

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.

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Jossie2126
Fresno, US
Jul 16, 2011 7:56 pm EDT
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I have had this company for quite sometime and whenever I have encountered an issue they give me the runaround. The representatives are rude and lazy and it seems like they never post or record there calls. Dont ever post date a check with them becasue they will charge it the same day. Horrible service and very good liars.

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7:19 pm EST
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Santander Consumer USA unable to reach mgr, supervisors giving harmful information

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?

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India costello
flintshire, GB
Oct 22, 2011 7:53 am EDT

Theres nothing you can do if they wont lsiten but hire a good attorney.

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ximora
Lakeland, US
Jul 07, 2011 5:31 pm EDT

I've got the exact same problem!

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11:42 pm EST
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Santander Consumer USA auto finance

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

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5:26 pm EST
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Santander Consumer USA harassing phone calls/fraudulent charges

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.

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hueyp76
Gulfport, US
Dec 01, 2011 5:58 pm EST

i have had the same problems as you, they call all hours of the night and it is never a person just a machine. i had to but a call blocking program for my phone due to the amount of calls i was getting from them.

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SNAFU
Jacksonville, US
Jan 08, 2011 12:09 am EST

I had a car loan from citi as well an was not informed of the sale. Which by F.T.C. is required 30 days prior of date of sale as so you can agree or find some one else to handle your business. This did not happen at all. Then they started calling from at last count 6 different phone numbers with each call i have told them NOT to call. So as per the F.C.C. regulations i have requested that the 21 calls (and that was just the 2 months prior) at $500.00 each totaling $10500.00 be applied toward my balance of $9900.00 an the title be sent, i have put this into a letter to them and have received back all conformation that they have received the letters to all there address they have listed on there bill. they now have 7 days to get me the title or i will push it in court if i can find a lawyer that will deal with illegal harassment.

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8:00 pm EST
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Santander Consumer USA staff rudeness, bank account mishandling, harassment, disgraceful incompetence...,

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!

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4:46 pm EST
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Santander Consumer USA cannot pay with western union

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.

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Joyce luke
Jacksonville, US
Dec 07, 2011 8:37 pm EST

I have been having a problem ever since they got my loan from HSBC, and it has been a while, Santandare will not send me statements, I have never recieved any statements or late payment notices since I have been with them.I have to make a payment over the phone and be charged a fee to do so, I have called many times to solve this problem but they tell me the same thing, statement is mailed out, this has been going on for years, my loan is almost paid off and I'm afraid I want recieve my title, I have been told I can mail the payment but I'm afraid to without a statement.I never want to deal with them again.

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1:03 pm EST
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Santander Consumer USA service

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.

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6:52 pm EST
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Santander Consumer USA cashed pmt/nvr applied to acct

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.

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6:11 pm EST
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Santander Consumer USA poor customer support

On Saturday December 12, 2010 I went and deposit two checks that my Husband endorsed to me. I went to one of their branch's in Charlestown, Ma the address is 437 Rutherford Ave., Boston, MA 02129 and deposited two check that where beneficiary checks that where sent to my husband for assistance. I that time I was not made apprised that I would need to have my husband opened to separate account for my step daughters. Three days later I was told the money was cleared at the Woburn Square 19 Pleasant Street, Woburn, MA 01801 I then withdrew twenty five hundred and went about my shopping day. The next day my account was negative and I could not understand why so at 7 am I called customer support I was told that I needed to call Lose Prevention and Security Department to have my husband ok the deposit. To my surprise it was something else I was told by one of your agents Erica that upon deposit I should of opened to separate accounts or better yet my husband should of opened two accounts with them due to the fact that they where beneficiary checks and not direct checks to my husband. I then requested to speak to a Manager and was given a supervisor by the name of Patricia she told me the same thing as was not willing to help me or correct the erroneous mistake you branches made from the beginning. I cannot believe in this time of the season that your establishment would have due this and operate like this why is it that the consumer has to pay for your establishments’ error. If we knew about this from the beginning I would have had my husband go to a check casher and cashed the checks then have them deposited in my account as cash. This is disheartening due to the fact that my husband is the only one employed at this present time and we have six children together we depended on this money to make Christmas wishes for our children please if anyone there has a heart please help us.

Ana Garcia and Joshue Garcia

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12:42 pm EST

Santander Consumer USA idiots

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.

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Santander Consumer USA unauthorized withdrawls, nsf returned refund check, etc

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!

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Update by rlpNC
Dec 15, 2010 3:50 pm EST

UPDATE: I received the returned check and found out it was NOT returned for NSF... Santander did a STOP PAYMENT ON THE CHECK! This company really amazes me! How can they continue to be in business?!

(I tried to update the post above but didn't see where I could so I just commented.)

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10:48 am EST

Santander Consumer USA avoid it at all costs

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.

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4non
Madison, US
Dec 08, 2010 1:44 pm EST

Hmmm...for some reason this was not posted on the topic it was supposed to be...

### bank service, no doubt. Hope you get your money from them!

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4non
Madison, US
Dec 08, 2010 1:41 pm EST

Simple fact is any company you get a loan through is going to do the exact same thing...when you agree to the terms, you agree to pay, in full, on or before the due date. It sucks having financial problems, I've been there too, but the only thing you can do is put up with it, or maybe seek out a debt consolidation plan. The individuals you speak to may have sympathy and understanding, but no company will. When I went through this, I just kept repeating "I pay what I can when I can" to everyone I talked to, and eventually I managed to get enough ahead that the calls stopped. Good luck!

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8:46 pm EST
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Santander Consumer USA extra auto loan fees

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.

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doll$56
, US
Jan 06, 2012 11:24 pm EST

I purchased a Kia Sportage back in 2005 and initially I was with Citifinancial. Initially my contract stated I should pay off my car in (5) years. I have been paying for (6) years now with a balance of $3500.00. They have somehow manipulated the contract from Citi and added fees or whatever. I have never been late with Citi and I have never been late with Santander. I hate the fact that your accounts can be transferred without your knowledge or agrees to it. This is really hurting my finances to be paying a (7) year contract that I did not agree to nor knew it exist.

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FEDERAL BIG SHOT...
FT LAUDERDALE, US
Mar 31, 2011 10:15 pm EDT

### HOLES ...SCAM ARTISTS...BURN IN HELL

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FEDERAL BIG SHOT...
FT LAUDERDALE, US
Jan 21, 2011 4:17 pm EST

what about a nice fat class action suit against santander...rip off lets have a round or two
on me...

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FEDERAL BIG SHOT...
FT LAUDERDALE, US
Jan 21, 2011 4:14 pm EST

you should have called fee recovery specialists...we can get it all back

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kirstie_h
Oak Grove, US
Dec 29, 2010 10:41 pm EST

Do not just start sending them money, and don't do anything based on what you're told on the phone. You need to demand, in writing, that they provide you with a statement of account that documents the basis for the amount currently owed. Send a certified letter with proof of delivery, asking for documentation that substantiates the current balance, if it does not match with your records. When your loan is sold, they can't change the terms outlined in your original loan. They have some BAD record keeping, as I've found recently, and they will only give attention to your errors when you demand that they do so.

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FEDERAL BIG SHOT...
FT LAUDERDALE, US
Dec 17, 2010 5:20 pm EST

they always call me 11 times a day if im a little late
they even took my truck awaiting a differment i paid 1, 500 to get it back...no mercy at all
rude people and injust

GOD WILL DEAL WITH THEM

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Santander Consumer USA Wrongfully reposessed my car

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.

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O.L.H.
Harrisonville, US
Mar 03, 2011 8:03 pm EST

Santander repossessed my car yesterday 3/2/11 and I had them fully paid off. The payoff reached Santander on 2/23/11 and was processed the same day. A week later they reposses my car! I called them at 7:15 in the morning and wanted to know why my car was repoed and they said it shouldn't have been and they would call the tow company to bring it back but I had to be present for them to leave my car. Long story short, my car was returned at 5:30 pm. They had my car for over 10 hours. I missed 8 hours at my full time job and 4 hours of my part time job. I have never dealt with a company like this before.

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Santander Consumer USA Change address

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 .

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SCUSA
, US
Feb 14, 2011 1:12 am EST

complaint is completely hilarrious i must say...people like u lie sooo much just to get ur ### off on small things u cant even do ur self...to my knowledge the processing fee is $10.95 and thenall u have to do is simple ask for the mailing address and put ur personal cheque in an envelop and sent it to the postal address which any representative will provide u...ONLY COMMON SENSE ### HOLE...sorry its not common too U

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Santander Consumer USA Overpayment refund

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!

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FBISP
Any Town, US
Nov 30, 2010 5:19 pm EST
Verified customer This comment was posted by a verified customer. Learn more

The car we financed initially through HSBC was totaled out during the summer of 2010. After all the insurance and I paid the car, I had an overpayment due me. Like you, I was given the run around and was bounced around between insurance and customer service. I can say that their policy is that 30 days after the final insurance payment has been received, they take another 15 days to audit the account and ensure that the insurance company hasn't stopped payment on the check. After calling them daily upon day 46, I learn that I have a $20 late fee. Please explain to me how a car that was paid off in August has a $20 late fee assessed in September and I do not receive a bill in October. I ask to speak to accounting and am told that no one can speak with accounting directly; an email is sent and accounting responds within 48 hours. Of course, there was never a response. I finally started demanding that when accounting is emailed, to include me on the email and gave my email address. When asked why, I replied "for my documentation so that when I present everything to the state attorney general, FTC, and my attorney, I have more complete notes. Amazing how quickly the fee was waived, my check was issued, and was overnighted to me. I don't know what bothered me more: no department could see my entire account or the fact that I would hear the same voices but be given a different name. I do know that in another thread, someone posted the names of the bosses in charge. If you haven't received a resolution, the email pattern is the first initial and last name @ santanderconsumerusa.com (for example, jdoe@santanderconsumerusa.com) and send an executive email carpet bomb (see The Consumerist website for more information).

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Santander Consumer USA - Refuse overpayment refund

I sent a payment to citifinancial and santander bought out my loan. On sept 25, 2010 my credit union refinanced my auto and sent santander a check for$ 24, 337.93 but my payoff was $23, 474.28 leaving difference of $863.65. Santander also recieved my payment from citifinancial in amount of $712.00 that they also cashed. I'm being told that they can't tell...

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Santander Consumer USA Customer Reviews Overview

Santander Consumer USA is a financial services company specializing in automotive financing. They offer a range of products including new and used car loans, as well as auto refinancing options. Their services are designed to cater to individual consumers through a network of dealerships across the United States. Additionally, Santander Consumer USA provides online account management tools to assist customers with the management of their loans. The company aims to provide financing solutions that can accommodate a variety of credit situations.

Santander Consumer USA In-depth Review

In summary, Santander Consumer USA is a financial services provider with a focus on auto financing. They offer a range of products and services, but their transparency and customer service could be improved. Below is a detailed review based on the available information.

Company Overview

Brief History: Santander Consumer USA has established itself in the auto financing market, with a history of providing loans for vehicle purchases.

Mission and Values: The company aims to provide accessible financial solutions to its customers, though specific details on their mission and values are not provided.

Service Area and Locations: They serve customers across the United States, with various locations for customer support.

Financial Products and Services

  1. Auto Financing Options: Santander Consumer USA specializes in auto loans for new and used vehicles.
  2. Personal Loans: Information on personal loans is not readily available.
  3. Credit Lines: They may offer credit lines, but specifics are not clear.
  4. Online Banking Services: Customers can manage their accounts online, though the full extent of online banking services is not specified.

Interest Rates and Fees

Comparison with Industry Standards: Their rates are competitive, but may not always be the lowest in the market.

Transparency of Fee Structure: Fee structures could be more transparent, with some customers reporting confusion over charges.

Hidden Costs: There have been mentions of hidden costs, which is a concern for potential customers.

Customer Service

Responsiveness: Customer service responsiveness varies, with some customers reporting delays.

Support Channels: They offer phone, email, and chat support, but the effectiveness of these channels can be inconsistent.

Customer Service Hours: Support is available during business hours, but exact times are not specified.

User Experience

Website Navigation and Usability: The website is generally user-friendly, but some users may find it challenging to locate specific information.

Mobile App Functionality: The mobile app provides basic functionality, but may lack some features found on the website.

Online Application Process: The online application process is straightforward, although some users have reported technical issues.

Loan Approval and Funding Time

Pre-approval Process: They offer a pre-approval process, but details on how it works are not clear.

Average Time to Funding: Funding times vary, with some customers reporting quick funding and others experiencing delays.

Documentation Required: Standard documentation for loans is required, but specifics are not provided.

Payment Options and Flexibility

Auto-pay Features: Auto-pay is available, which can help customers avoid late payments.

Payment Plans: They offer various payment plans, but details on flexibility are not clear.

Late Payment Policies: Late payment policies are in place, but specifics are not mentioned.

Customer Reviews and Testimonials

Positive Feedback: Some customers appreciate the loan options and customer service.

Common Complaints: Complaints often relate to customer service issues and unexpected fees.

Overall Satisfaction Rating: The overall satisfaction rating is mixed, with both positive and negative reviews.

Financial Health and Stability

Credit Ratings: Credit ratings are not specified, but the company is a recognized financial institution.

Company Performance Reports: Performance reports are not publicly detailed.

Industry Reputation: The industry reputation is average, with room for improvement.

Community Involvement and Social Responsibility

Charitable Initiatives: They engage in charitable initiatives, though specifics are not provided.

Environmental Policies: Information on environmental policies is not readily available.

Economic Impact: The economic impact of their operations is not detailed.

Security and Privacy

Data Protection Measures: They claim to have data protection measures in place, but details are not exhaustive.

Privacy Policy: A privacy policy exists, but customers should review it carefully for specifics on data handling.

Customer Data Handling: The handling of customer data is in line with industry standards, but transparency could be improved.

Rewards and Incentives

Loyalty Programs: Details on loyalty programs are not provided.

Referral Bonuses: Referral bonuses may be available, but specifics are not clear.

Special Promotions: Special promotions are occasionally offered, but are not a consistent feature.

Terms and Conditions

Loan Terms: Loan terms vary and should be reviewed carefully by potential customers.

Early Repayment Options: Early repayment options exist, but may come with penalties.

Service Agreements: Service agreements are standard, but customers should read them thoroughly.

Accessibility and Inclusivity

Services for Underbanked Individuals: They offer services that may be accessible to underbanked individuals, but details are not clear.

Multilingual Support: Multilingual support is available, which is beneficial for non-English speakers.

ADA Compliance: The company complies with ADA standards, ensuring accessibility for all customers.

Conclusion and Final Assessment

Overall Impressions: Santander Consumer USA offers a range of financial products with a focus on auto financing. However, their services are marred by inconsistent customer service and transparency issues.

Recommendations for Potential Customers: Potential customers should compare Santander's offerings with other financial institutions and carefully review terms and fees.

Comparison with Competitors: When compared to competitors, Santander Consumer USA holds its own in terms of product offerings but falls short in customer satisfaction and transparency.

How to file a complaint about Santander Consumer USA?

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Contact Santander Consumer USA customer service

Phone number

+1 888-222-4227

Website

santanderconsumerusa.com

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