Santander Consumer USA — customer service and unexplained fees
In february of 2010 santander consumer usa took over my loan with hsbc auto finance, as hsbc went out of business I think.
From the start we had problems with them not applying the payments received on time and adding the following months interest to the current balance.
I started sending the payments certified mail, so there would be no late fees as I did not trust the company.
Yesterday i've received my what should be last payment notice. On it i've noticed a $3.78 fee, not specified what for.
When I called customer service, the representative was not able to explain the fee. I asked to talk to the supervisor, which is almost impossible to achieve. Finally the supervisor came to the phone and told me the same thing; can't explain the fee - don't see it on my account and that's all.
Customer service at this place is absolutely horrible, not to mention that it is very hard to understand anyone as they speak very bad english. I was denied the supervisor's supervisor phone number, I was denied the corporate phone number and all I got was the po address in texas to complaint in writing.
I was told to pay what's on the invoice, even if they could not explain the charge.
I was also told that next month i'll be receiving another bill for about $5, for what I don't know and they would not explain.
My loan should be completely satisfied after this months partial payment, I have all documentation to prove it, and per my original loan agreement my final payment should be $523.87. Santander states the balance is $532.67 and can not explain the additional charges. I've never in the duration of the whole loan with hsbc been late /72 months/ or missed a payment.
I did pay the $3.78 fee, and i'll pay next month's $5 bill, as I don't want to compromise my credit, but i'll file complaints against this company and get to the bottom of their fees they're unable to explain.
If they charge every single client an extra 8-10 dollars, that's lots of money.
Dealing with this company, who is trying to hide and deny the fact that they are a collection agency was one of the most unpleasant experiences ever. It was not by my doing to end up with a collection agency, and I feel so bad for people who have to deal with them for long time.
It is for me not the $8 they trying to get from me with no explanation or reason, but the principal, and companies like this have to be stopped from overcharging people, adding on fees for nothing and poor customer service.
I'll be looking for other ways to get to the bottom of the fee charges, and do something about it.
Denial of phone number to the supervisor's or corporate office will not protect santander from complaints, it will just ignite it.
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