Santander Cunsumer, Usa — Their incompetentce knows no bounds - Complete lack of Customer Service
On December 21'st 2010 I contacted the company to have my billing date changed from the 1st of every month to the 21st of each month. Here is the confusing part; my monthly statements from the company clearly state that my regular payment due date is on the 21st as I had requested however, according to "their system" my billing due date is still set for the 1st?!
How can my statements say one thing and their system say another when it’s their system that produces my statements?
I spoke with their customer service department again in Feb, 2011 to once again attempt to correct the billing date. The lady I spoke with was very nice and instructed me to fax in a copy of my billing statement "showing the 21st as the billing date" to [protected] and they would correct their error. I faxed the paperwork over to them along with a description of the issue the next day. Because the fax went through I assumed that we were all set.
Today [protected] I receive a letter from Santander Consumer, USA stating that my account is 12 days delinquent and that the payment due date is still on the 1st of each month.
I immediately contacted their customer service dept and spoke with Darren (had no rep id#) I explained that I had called back on the 21st of December to request that my billing date be moved from the 1st of every month to the 21st. I explained that this is now my 2nd call to the company to resolve this issue and I was becoming frustrated with the situation. The representative, "Darren" put me on hold to go speak with his direct manager "Ms. Goodman". When he came back he told me that they would NOT change my billing date to the 21st because I had already "requested" to have my billing date changed to the 1st of every month (apparently from the 1st) last December!
Why would I change my billing date from the 1st to the 1st -- that makes no sense at all!
"Darren" then goes on to tell me that they have a recording of the conversation back on Dec 21st wherein I made this absurd request which is why they are now refusing to change my billing date to the 21st of each month. When I asked to hear this "recording" he then stated that his manager "Ms. Goodman" said they do not allow that.
I honestly believe that this company is purposely not changing my billing date as I had requested in order to continue to charge me their $27.41 late payment fee. Like most people I pay my rent on the 1st of every month and cannot afford to both pay rent and my truck payment.
This whole experience has left a bad taste in my mouth and I am tempted to simply refinance my loan with another company just to get as far away from this extremely incompetent company as I can.