Santander Consumer USA
United States - TX75247
|Mon||7:00 AM - 11:00 PM|
|Tue||7:00 AM - 11:00 PM|
|Wed||7:00 AM - 11:00 PM|
|Thu||7:00 AM - 11:00 PM|
|Fri||7:00 AM - 9:00 PM|
|Sat||7:00 AM - 5:00 PM|
|Mon||7:00 AM - 11:00 PM|
|Tue||7:00 AM - 11:00 PM|
|Wed||7:00 AM - 11:00 PM|
|Thu||7:00 AM - 11:00 PM|
|Fri||7:00 AM - 9:00 PM|
|Sat||7:00 AM - 5:00 PM|
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 sent a payment to citifinancial and santander bought out my loan. On sept 25, 2010 my credit union...
I was nearing the end of my contract when Santander took over my car loan. I am now at the final payment...
The CEO of this company, Thomas Dundon. Nice to know he is listed for having one of the most expensive houses in Dallas, at OUR expense while they rip us off with bogus charges on our accounts while he lives in his 11 Million dollar house with indorrs slides and gyms for his kids...
> quoted from article
36 // Thomas Dundon
$11, 384, 440
Tom Dundon and his wife didn’t set out to build one of the most remarkable homes in Dallas. They really just wanted a great place for their growing family to enjoy. They wanted a place the kids would want to invite other kids over to, so they would get more time with them. That’s what they told Mark Molthan, the designer who built their previous two homes when they looked at the raw land that constituted their little plot.
Molthan took that cue and ran with it, building less a home than a vacation resort. It features the following: a swim park, indoor-outdoor tennis courts, a baseball infield, a dance studio, an automated batting cage (one of their youngest boys was hitting whiffle balls over the fence at their previous home by the time he was 4), a putting green, a go-cart track, a gym, and an indoor and outdoor slide from the second to the first floor. There’s also a stocked lake.
“Mark just did an incredible job, on time and within the budget, ” Dundon says. “We didn’t plan on this being so prominent from Northwest Highway. When we saw the frame up in the winter when the trees were bare, we realized how big it looked from the street, and we said, ‘Oh, crap.’ We’re working on growing in the landscaping so it won’t stand out so much.”
Dundon made his money building and then selling Drive Financial Services, a sub-prime auto loan company that was acquired by Banco Santander Central Hispano SA for $636 million in cash in late 2006. Dundon is still an executive officer with the company.
We have two different vehicle loans under Santander. Absolutely never a late payment, they are all made via automatic bank draft. One was paid off by a dealership in September 2010. Santander cashed the check, and put it on a wrong account. So far, for two months Santander refuse to listen to us when we send them copies of the check for $14982.06 that THEY cashed. We finally talk to someone who seems like they know what is going on, as we find out that they had applied the CashOff/TradeIn to the current vehicle we own. So he says he would take care of it. So a week later, we are now getting calls that the Current Vehicle is TWO months late. Didn't we just do this??! Seems they have deducted ALL recent account activity from the current vehicle, as opposed to taking the wrongly applied trade-in check of $14982.06 and cashing out the first vehicle which should have been done two months ago. This is so aggravating when we pay everything exactly on time and they cannot even appropriate their funds properly. And they harass us over the phone without any offer of trying to resolve their own screw up. Monstrous. Sign me up for the class action lawsuit.
We unfortunately have 2 loans with Santander. 1 was from Triad the other from CitiFinancial. Their Customer Service reps are rude, nasty, abusive and I have never called twice and received the same answer. Even on their policy.
PS here is the kicker to the story if you decide to hang in to the end. (It's a long one but worth it) When I went to make the money gram payment, the women behind the counter said "Santander? I hate those people! I feel sorry for you." to which the lady behind me online said "Santander? That company is a joke! I never can get a straight answer from those people. and they are so rude." This amusing conversation about how their reputations preceeds them went on for 20 minutes. but I digress, here's my story.
Here are some of the BS lies I have been told by this company.
1. They are not allowed to give out or send you your new Acct number. You have to call and make payments. — 3 calls later, I found out this is untrue and illegal. I now have my acocunt number.
2. There is no place to pay the account, you have to call and make the payment. — Recently found out this is just so the rep can get credit and get their commission. 2 months later I found out that yes. You can go and send your payment via money gram at WalMart. We had bill pay with CitiFinancial. Now, apparantly they do not take debit or checks Moneygram is the only way to pay. (what?!) 1 week ago I found out that this is also a lie. They block out your ability to pay with check or debit card so you have to call and give the reps credit. After calling back, the rep said, we do accept moneygram long story short, we pay with money gram. Does all this not sound like it is making sense? We live it and it doesn't make sense to us either.
3. Even if you are paid up, Santander has the right to repossess your car if Management sees fit. — Seriously? How does that work?
4. I have called 6 times for the same problem.
TUES - CF and I had an arangement for medical issues that I have. I called Santander and asked if they did as well. I was treated like crap. The rep spoke down to me, over me, put me on hold and then said yes we have a program. I will email you the information. click. ummmm did you just hang up on me too?
THURS - 2 days later I called back to say I hadn't found the info. He says We don't have a program like that. I don't know who told you that. ps you owe 1058 on your account. WHAT? They didn't honor anything from CF without warning and charged me 3 months and late fees. Ok so now what? The rep was so belligerent I finally had to say Let me get my husband and you can talk to him the way you are talking to me... and he tried to. My husband made arrangements with him.... and then the calls started.
SUN There is this Psycho rep, Ms. Freeman called 10 times a day, left threatening messages. I called the company, spoke to another person. He was very nice and helpful. He said ignore the calls, they have to call until the payment is fulfilled. When I asked why all the mis info he said that there were some CF reps working with them and they are still adjusting to new policy. Iverified that I would be making a 525 payment at the end of the week. He said, your payment is 307 on Fri. I said are you sure? I thought it was 525. He verified that it was 307 and walked me through all of the payments with dates and amounts. okay. maybe I got it wrong. wrote it down next to the other person's info.
TUES EVE (7 days from when this started) My husband comes in the office and says 'you've got to listen to this.' Ms. Freeman keeps calling. leaving aggressive msgs on the house phone and the cell. Way beyond the 'this is an urgent matter' Offended, I call back. I get a wonderful woman named Ms. Jordan. I am fuming at the msgs we just got. that I started to get a little agitated on the phone. I said leaving those kinds of messages were inappropriate and uncalled for. We are in communication, not hiding from you guys. She said "no matter if you are a day late or a year late, noone has the right to talk to you that way." She is what a rep should be. She even gave me an 800 number to call to file a complaint against Ms psycho rep. It may have been rhetoric but it calmed me down and made me feel better. We talked for over an hour. She cleared up all of the mis info I had been given. She said that what I actually owed was 370 not 307 or 525. (geesh, this is the third amount if you are keeping score at home but it won't be the last!) I specifically asked her if the car was being repossessed,. She said no. That's why you are making these arrangements. If it wasn't fufilled by Nov 19 then they would send someone after that.
FRI 8 AM — Go to make the payment to fufill my obligation Friday 8 am. Website will not take my check or my debit number. Call immediately. phone won't take either. Got a rep on the line who told me that the website and the phone does not recognize checks or debit cards from certain banks (I have Wachovia. not exactally a mom and pop bank). She said the only way I could pay was thru moneygram. I told her, I couldn't get there today before it closed. I will go in the morning which would be Saturday. The rep gave me all the info and said it would be fine. I asked her why I had so much trouble all week. Her response was I don't know. try calling back... annnnyway...
SAT, 9 am. money gram place opens at 10. getting ready to go. Ms. Freeman calls. AGAIN. This is the call that nearly gave me a nervous breakdown. I do not have a temper. After working in the customer service industry for so long, knowing what they go thru, I neeeever loose my cool with a rep. Never! MS. Freeman was so confrontational. I feel like I was bullied, lied to, harrassed, insulted, disrespected and violated. If I had a rep talk to a customer like this, they would have been fired! (PS. Both my husband and I have over 8 years CS MGMT experience) By the end, I have never screamed so loud, I was shaking. The moneygram place is 5 minutes from my house, I was so furious, I drove around for an hour because I was shaking so bad and so furious I had no idea where I was going. Without all the gory details (it was a long conversation. Here's what happened in a summary.
The tone of the conversation was aggressive to say the least. I told her that I had already made the arrangements and was on the way to make the 370 payment. She said "370? that's not good enough and how do I know you are going. you lied about making a payment yesterday." um excuse me? I said I spoke to someone yesterday and have been in communication all week. I have already made these arrangements. Oh, AND she tells me that I made up the 370 number I actually owe 1400 today. 'so I hope you are going with that in your pocket.' and that's when it began. I am now upset agitated and other things so I'm starting to get loud. I said this is bull [censored]. I already spoke to Ms. jordan this is what we arranged. The whole time her saying mmhmm, yeah, mmhm as in yeah right. She cut me off started aggressively talking over me again. She said "Ma'am these conversations are recorded so I suggest you tell the truth." as she is talking over me and bullying me. Not letting me speak. Now I am in the how dare you portion of the conversation which lead me into 'I am so sick of your company. I never get a straight answer, every time it is a different story different amount. I can't take it anymore! (ps now i'm crying angry tears) Ispoke to 6 people this week and...'"you did not. you only spoke to 2 people I see it right here." No I didn't! I said I have the name and info of everyone I spoke to "."no you only spoke to A and B."I said that is not true. I spoke to someone just yesterday and ms,. so and so is the person who told me I only owe 370!" "I don't know why they would tell you that. if you don't pay 1400 today, your car will be towed this afternoon" "What?! I specifically asked they said not until noverber 19 (PS This all happened 10/30)
if I didn't keep to the arrangement and the deadline hadn't even happened yet!" She said ma'am they have been trying to find you for the last month and they are on their way right now. "(in hindsight, I don't believe this. They would have taken the car by then) I finally said I have had enough! I am done and hung up. She called right back, spoke to my husband and said I had no right to hang up on her! are u kidding? My husband, also a former Customer service MGR, asked to speak to her supervisor. She said she didn't have one because she is a manager (load of crap. Everyone works on a team. The Managers do not make these types of calls. AND there is always someone handling escalations) He told her 'I have been on the other end the whole time, you are usetting my wife. I don't know why your company cannot keep their story straight." Then she told my husband how we are trying to get out of paying and that I am making up stories... That's when I left.
If we were hiding from the company fine, but we had been in constant contact.
Why would I have fired her? 1. for harassment. You do not call customers liars and abuse them, 2. you are supposed to calm the customer down and resolve issues not egg them on to the point of escallation, 3 and most important she had been yelling and berating me the whole time. you do not yell at a customer and egg them on no matter what. They use scare tactics to get you to pay with whoever is calling because the pay is such crap for them and they need the credits to get their commission. That is sad.
Also have a Nissan with these jokers whose loan was bought from triad. last year, December payment was made to triad and was returned because unbeknownst to us, triad was bought by Santander. We called Santander, the rep said that they would waive December payment because of the confusion and it was not our fault (found out later it was a triad rep. should have known, they were nice) Last month I call to get the payout info for the car. The rep says we do not have any info of a Nissan loan for you. Really? here is my account number. used to be a triad loan? she said if your loan is with triad then you need to call them. this is santander.
Thanks for listening.
My husband passed away in july 2010 and since our mortgage was in both names, I have requested 3 times that I get the mortgage changed over into my name only. I was told a sales representative would be calling me back to do the necessary application. Here it is now into november & I have not heard anything from them. I lost $1, 700 a month income when my husband passed away and am having to do everything on my own small income which bearly makes the mortgage payments. I don't want to loose my home, but I guess sovereign bank wants me to. Isn't there something that can be done about this?
I can't believe that good customers of yours are being treated so badly. Santander is nothing but a rip off.in the 21st century to be charged $10.95 a payment for each payment made on line is a rip off. I will do what I can to find some other lending agency with a little bit of class to work with. You people are the bottom of the barrel when it comes to customer relations. You should nevber have sold my account to theswe sharks. I made my payment every month for forty-four months only to be greeted with this injustice to a moral code of lending that should consider a good consumer and treat them properly.
Citibank recently appointed santander as servicer for the loan on a 2006 pontiac torrent I owned. This loan...
I'm a pissed off car loan payer
Since santander has become the owner of my car loan I have had nothing but headaches from this # sucking douche bag resin company. They call me at all #ing hours of the day and night and when I try to add anything less than $100 to my account they keep telling me to go to western union. #ing scamming skum #ing trash #! Now they say I am somehow 80 days past due and they still won’t let me add money to my account over the phone! I think we all should get together and find a good class action lawyer so we can all sue the #ity # #ing # out of this #ing # bag of a bank!!! # you santander!!! # you!!!
Santander recently bought our car loans from citi-financial and it has been one long nightmare. After dealing with this very questionable company we decided to payoff our loans. After the loans were paid off they took an additional payment of more than $500.00. We have been trying to get a refund since september. Today we were told a refund had been approved by it would take another 30-45 days to process. I really cannot see a refund coming. I have asked to speak to a supervisor, but was given the run around. The only way you can even get to a person is use the phone tree and tell them you are interested in establishing a new loan. I recommend that anyone who is having trouble with this company is to write a letter to the attorney general of texas where their offices are located and to the attorney general of your home state. This is an extremely dishonest company and at no time did we ever have an agreement with them to deduct monies straight out our checking account. If one of your loans is sold to this company, you should immediately find a way of refinancing it. This is a continuing nightmare.
Mail payments to a po. box 20 days ahead of payment and it's still late.Then late charges and harrassing calls, at least 20 a day.Made same payment 3 times in one year on payment that was already paid.Set up arrangments with them, no one notes it on computer, then the next person wont work with you.Threatened repo of my vehicle for payment they say wasnt made over 2 yrs ago when i was with hsbc.Started researching and found out there are alot of people who who are dealing with same problems.Need a proper mailing address, and one customer service rep. to deal with.Do not do business with this company, beware seriously.Ps. now they want 15 dollars to make your payment on debit card, with no written notification.I will never do business with them again or for that matter hsbc also.
I am currently in the us army, serving overseas in afghanistian, citi finacial sold my account to santander consumer usa. I was with citi financial since I bought the truck, never late on a payment. I called citi to get a payoff quote and was transfered to their number, and I was told that my payments were 20$ higher, still with out my knoweledge. I tried calling the costumer serivce and there hours on sunday is 7 am to 5 pm centeral time, and they were closed when I called at 0730 cst. If some one is willing to help me out please email me at [protected]@yahoo.com this is not right and i'm going to stand for it.
I ahve had nothing but problems with Santander and now they are trying to repossess my car. I have been...
My husband and I are one of the unfortunate who had an auto loan with CitiFinancial Auto that has recently be bought out by Santander Consumer USA. I have read several complaints on here, so decided to add our current situation.
Unlike several others, who said they didn't know about it until after the fact, CitiFinancial sent us a letter in the mail informing us of the change, that came the same day we got our first statement from Santander. After checking their website, I was irritated to discover the only way to pay them without incurring a fee (and being sure the payment was posted on time) was to enroll in their auto pay. I don't generally have an issue with that (we have other bills set up that way) but was still annoyed that we didn't seem to have options.
At any rate, I enrolled in the auto pay, first payment went out 9/18, the day it was due. A few days later it cleared our checking account so I didn't give it a second thought. A few days ago I received the next statement which said we owe the regular payment plus a $25 fee. What was that for?
I logged into our account and saw next to last month's payment "return - frozen". I double checked our bank account through their website and saw they cleared the payment on the 20th. Since the 18th was a Saturday, that made sense to me. So I decided to get online with their chat. This is the conversation that took place:
Please wait for an agent to respond.
You are now chatting with 'Gino' In order to assist you today, please verify your First and Last Name.
you: Hi, My name is * *
Gino: Thank you, how can I help you today?
you: The account is under my husband *
you: I have a question - what does it mean when it says "return - frozen" next to last month's payment?
Gino: You will need to call your bank regarding that
you: it cleared my bank, what i'm looking for is whether or not Santander has acknowledged receiving the payment.
Gino: Last payment received was on 09/18
you: and next to it it says "return - frozen" and this month it says we owe an extra $25. What would that be for?
Gino: it was an nsf, you need to call your bank
you: it was NOT an NSF. It cleared the bank first try on the 20th. I'm looking at my bank statement online right now.
Gino: ACH and Check payments are automatically resubmitted up to two additional times if funds are initially unavailable.
Gino: Please do not attempt to replace a payment unless you have verified that the resubmission process is complete.
Gino: Goodbye. Thank you for chatting with us. We value your feedback. Please click the Close button at top right to answer a few questions about your experience with us today. To ensure Santander Consumer USA has accurate contact information please update your home address, home, work and cell phone numbers on the My Account home page before logging out.
Chat session has been terminated by the site agent.
The last 3 responses from "Gino" came almost all at once (cut and paste) and then "Chat session has been terminated by the site agent" appeared immediately below it. He basically disconnected before I could read what he had said, in order to be sure I couldn't ask any further questions. How's that for service?
So I double check with my bank, just to be 100% sure. We have never had an NSF fee on this account. Surely the bank (which is actually a credit union) would have notified us of a problem? I spoke with someone from the bank and she looked it all over and assured me they only tried to process once and it had been approved and cleared with no issues.
So I get on the phone now with Santander. I get a lady on the line who calls herself "LaToya." I'm sorry, if you're not a Jackson I'm having a hard time believing this. And she sounded like she was Indian, which I have no problem with as I have several Indian friends, but I'm pretty sure none of them are named LaToya. But whatever.
I ask her what the fee is for, and like "Gino" she tells me it's an NSF because the bank turned down the payment when they tried to process it. I assured her I had already spoken with the bank and they told me that was not the case. I asked how we resolve the issue and she put me on hold, came back with a fax number to send to the attention of the "ASU department."
I sent them a cover letter stating the entire situation, a copy of the statement the bank sent as well as a page from our bank's onine banking with some notes added.
I would normally find this to be an irritating situation to have to deal with, but not the end of the world. But after all the horror stories I have read online (on this site and elsewhere) since this morning I'm afraid it might be the beginning of a nightmare with these people. I was told they will not take the $25 fee in addition to the regular payment we signed up for because the auto pay was approved for the monthly payment amount only, but I don't really trust that. I'm somewhat sure I'll see the amount taken out in a few days to include the extra $25 as our statement shows that as the amount due this month. But of course I don't know.
My biggest problem though is worrying about the future. The mature date on the loan is next June. When Santander took over the loan it was current but we had deferred payments in the past with CitiFinancial, who assured us they would work with us to keep a balloon payment from being due at the end, stretching out the loan to let us continue to make regular payments until it's paid off. I get the feeling come next June Santander is going to want the balance, no exceptions, to the tune of a couple thousand dollars we won't have.
Santander took over my CitiFinancial Auto Loan, and immediately made a claim that I am one month behind. This is an absolute untruth. I have my statements, but they are saying I am, and cannot pinpoint where. They are telling me to look at my payment history, and figure it out myself.
I have a problem with accessing the website seems like every month whenever I need to make a payment. You enter your user name and password hundreds of times and nothing. I know that what I'm entering is correct. It doesn't tell you that it's not, that the combination is incorrect, try back later or anything. They also don't give you the option to cancel a scheduled payment like most other companies. I needed to re date a payment that wasn't even due yet and was told by a supervisor that it had already been processed so they couldn't help. There was no way that the payment couldn't have been processed that quick and for several days out. This is a very deceptive company.
hia, I dont want to be to quick on the uptake, but, as I pay and go with a santander store card, I have been right up to date with all payments, as having debt already, I need to keep a very careful eye on my accounts. anyhow, after going through my bank statements and purchases, I notice I have been charged twice on one two items. I phoned up the customer services and paid 8 pounds to find nothing out, I will now have to write, I guess, to find out what to do. I am writing this as a possible warning, if that counts for anything. thank you for posting your complaints as well. p.s. get the customer services assessed.
Triad Financial sold loans at the end of the loan term
to there partners in crime Santander consumer USA
to collect extra interest fees.
This is a scam. Santander issues a new account number and
places it on your credit report and it appears as a new loan. Then they
hire a reposetion company that is out of state to go around
your city looking for you useing information on your credit report.
There is no writen cominication from Santander, they claim
that they are a small company and can't aford the paperwork
I call them for a copy of the original sales agreement and they
told me that they have no record of it.
The manager at Santander was rude and threatened to garnish my
wages. They are not even in the state of California.
Triad Financial is a Scam.
See you in court.
A very angry and disappointed consumer that will fight
to make sure this does not continue.
Santander Consumer USA recently took over loans/payments for CitiFinancial Auto who my original loan was through. Upon being notified by CitiFinancial about this change, I contacted Santander Consumer USA to get some more information. Specifically I asked them if my current payment arrangements with CitiFinancial would remain in place. That is, the automatic monthly draft that I had setup with CitiFinancial. The representative from Santander told me that no, the payments would not automatically carry over to them and that I needed to setup a one time payment for September and then schedule future auto drafts through the Santander website. When the time came for my payment to be made, I discovered that my previous payment arrangement with CitiFinancial was still in tact and had been transferred to Santander. So, Santander auto drafted my bank account (they said they wouldn't, which is why I needed to schedule a one time payment). So basically I have been charged twice. That's just shy of $400 missing from my checking account that they had no business taking out. Money that I need for things like gas and groceries. When I originally called, I was told that I needed to fax them a copy of my bank statement to "prove that I was overcharged'. First of all, why the hell do I need to"prove" it? Shouldn't they have records that show that they received two payments from me? I cannot believe they have the nerve to request personal, private documents from me because of their screw up. I am still waiting on the money to show back up in my account. I cannot believe the complete and total lack of consideration for the effect this has on me financially. $400 might not be a lot of money to be missing for some people but it is for me.
One positive note. I called them back after the first rep told me I needed to fax my bank statements. I was hoping for a different rep that would be willing to be a little more proactive. I ended up with a very nice lady who, upon placing me on hold, contacted their accounting department. She was able to verify with them that they did in fact receive two payments last month from me. She promised that the money would be refunded as soon as possible. I am hoping to receive it in the next 24-48 hours. I will follow up on this to let everyone know the result.