Santander Consumer USA Reviews (%countItem)
Santander Consumer USA Rating
Address: 1601 Elm St. STE 800, Dallas, Texas, United States, 75201-4701
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I have a loan with Chrysler Capital for my Dodge Truck. Loan#XXXXXXXX On 04-08-2020 due to Covid-19 issues I called in and Chrysler allowed me to not pay April and May 2020 payments next payment not due to 06-19-2020 and moved the payments to the end. I received a letter confirming this.On 04-20-2020 Chrysler against what they agreed to removed the payment for $587.97 from my account. This payment was not due. I called in to customer service and they didn't care; it was basically oh well. Customer service rep Christy was not cooperative would not get me a manager; took several repeated requests for her to even give me my name.
Account_Number: XXXXXXXX
Other (requires explanation) I should get a full refund of $587.97 as they agreed that I didn't have to make the payment
May 4, 2020
***
*** National Avenue
*** XXXXX
RE: Revdex.com Case No.: XXXXXXXX
Chrysler Capital Account No.: ***
Dear Mr.:
We have received your complaint submitted through the Revdex.com (Revdex.com), regarding the above-referenced Chrysler Capital account. Thank you for allowing us the opportunity to address your concerns.
Our records show that two payment extensions were granted on April 7, 2020 the account for the monthly payments due April 2020 and May 2020.
A review of the account indicates that a payment of $587.97 posted effective to your account via recurring payments in error on April 19, 2020, the account then advanced to a due date of June 19, 2020.
Further review of the account indicates that on April 21, 2020 you spoke to an agent and were advised of documentation required in order to issue a refund on the account. In addition, a review of the account indicates that on April 21, 2020 recurring payments were disabled for the account. We apologize for any miscommunication that may have occurred.
After a review of this matter and as of the date of this response we have expedited a refund of the April 19, 2020 payment. The reversal and refund will be issued via Speedpay. Please allow time for processing of the refund request. You may reference Speedpay confirmation #XXXXXXXXX.
Enclosed are copies of the account payment history for your review.
Thank you again for allowing us the opportunity to address your concerns. If further assistance is needed, we *** be contacted directly at (855) 563-5635.
Sincerely,
CHRYSLER CAPITAL
Enclosure
This erroneous entry is detrimental to my overall credit rating and has caused me severe financial and emotional distress. am not responsible for this
I am concerned about the validity and accuracy of your recent investigation of these accounts that are reporting on my credit report. Last month I requested an investigation because I felt the item was not being reported legally. Couple of days ago I received a letter stating that your investigation was complete. Please explain to me how you conducted your investigation! car was take by the dealer they sold
This erroneous entry is detrimental to my overall credit rating and has caused me severe financial and emotional distress. If you choose not to provide the above requested deletion or requested/required documentation of your investigation, I will pursue the enforcements of my constitutional rights via federal court proceedings. As you are well aware this information will come out through my formal discovery process, and necessary depositions. Please respond accordingly
April 30, 2020
***
XXXXX *** XXXXX
Re: Revdex.com Case #: XXXXXXXX
Santander Account No.: ***
Dear Mr.:
We have received your complaint submitted through the Revdex.com (Revdex.com) regarding the above-referenced Santander Consumer USA Inc. (Santander) account. Thank you for the opportunity to address your concerns.
Our records do not indicate that we have received any direct disputes from you regarding your account.
Our records further indicate that on February 17, 2015 you entered into a Retail Installment Sale Contract (Contract) in connection with the purchase of a 2015 Toyota Corolla (Vehicle). The amount financed was at $28,569.48 an annual percentage rate (APR) of 19.87%. The payment schedule called for 72 monthly payments of $687.73 each, with the first payment due on April 3, 2015. The Contract was assigned to Santander.
The Vehicle associated with account was repossessed on February 29, 2016 when the account was 98 days past due. The Vehicle was not redeemed and was sold at auction on March 31, 2016. The sale proceeds were applied to the account. Please understand that the customer is responsible for any deficiency balance due after the sales proceeds are applied to the account if a deficiency balance remains.
Enclosed please find legal notices dated March 1, 2016 and *** 1, 2016 associated with the repossession and sale of the Vehicle that occurred on the account.
The Fair Credit Reporting Act states that we are required to accurately report all account information to the credit reporting agencies. Please note that we provide account information to the four major credit reporting agencies Experian, Equifax, Transunion, and Innovis. It *** be necessary to contact the agencies directly regarding any disparity between reports.
As a matter of information, Santander has current policies and procedures that meet the Federal and State requirements necessary to be in compliance with certain debt collection practices, as it is Santander's objective to protect its customers from unfair debt collection acts.
A review of the information provided to the credit reporting agencies shows that on March 31, 2020, we advised the agencies the account was Unpaid Charge off with a balance of $15,444.00. Our records indicate the account Charged Off on March 31, 2016 when the Vehicle was sold at auction.
We respectfully decline to make any changes to the information reported to the credit reporting agencies at this time, as we have confirmed that the information reported matches our records.
Enclosed are copies of the Contract, Legal Notices and Payment History which validate the debt owed.
Thank you again for allowing us the opportunity to address your concerns. If further assistance is needed, please contact us directly at (XXX) XXX.4227.
Sincerely,
SANTANDER CONSUMER USA INC.
Enclosures
Lien release for automobile purchase and payoff.
I have paid off my vehicle through Gateway One Bank. They have sold the title to my vehicle to Santander Bank. Santander Bank has not issued my title even after I emailed them a copy of the payoff amount. They see that it is paid off but want me to pay for the lien release. The vehicle is a 2014 Chevy Silverado, VIN # ***. The account number for Santander is XXXXXXXXXXXXXXXXX. I am sending a copy of the receipt with the payoff amount. Please contact me at XXX-XXX-XXXX if any more information is needed.
Release of lien mailed to *** A *** *** XXXXX
May 4, 2020
***
***
*** XXXXX
Re: Revdex.com Case No.: XXXXXXXX
Santander Account No.: ***
Dear Mr.:
We have received your complaint submitted through the Revdex.com (Revdex.com), regarding your Santander Consumer USA Inc. (Santander) account. Thank you for allowing us the opportunity to address your concerns.
Please note, effective March 2, 2020, all Gateway One Lending & Finance (Gateway) accounts *** now be serviced by Santander. Upon review of the account, on February 29, 2020, a check payment totaling $2,147.73 was applied and posted to the account, prior to the transfer of servicing. Please note that all payoffs are subject to final reconciliation.
Our records indicate that on April 10, 2020, you contacted our Titles Department, to obtain information regarding the release of the Title. An email address was provided, per your request to send in proof of payment due to the account being paid in full. On April 24, 2020, we informed you the payoff was received and the account balance is paid in full.
Unfortunately, we are unable to substantiate your statement that you were advised you would need to pay an additional fee for the lien to be released.
Our records indicate that on April 24, 2020, the title to the Vehicle was mailed to the address on file: *** XXXXX, via First Class Mail. In the event you have not received your title, please contact your local Department of Motor Vehicles for further assistance.
We apologize for any inconvenience you may have experienced during the transition from Gateway to Santander. Enclosed is a copy of the Payment History reflecting the zero account balance.
Thank you again for allowing us the opportunity to address your concerns. If further assistance is needed you may contact us directly at (888) 222.4227.
Sincerely,
SANTANDER CONSUMER USA INC.
Enclosure
Lien release for automobile purchase and payoff.
I have paid off my vehicle through Gateway One Bank. They have sold the title to my vehicle to Santander Bank. Santander Bank has not issued my title even after I emailed them a copy of the payoff amount. They see that it is paid off but want me to pay for the lien release. The vehicle is a 2014 Chevy Silverado, VIN # ***. The account number for Santander is XXXXXXXXXXXXXXXXX. I am sending a copy of the receipt with the payoff amount. Please contact me at XXX-XXX-XXXX if any more information is needed.
Release of lien mailed to *** A *** *** XXXXX
May 4, 2020
***
***
*** XXXXX
Re: Revdex.com Case No.: XXXXXXXX
Santander Account No.: ***
Dear Mr.:
We have received your complaint submitted through the Revdex.com (Revdex.com), regarding your Santander Consumer USA Inc. (Santander) account. Thank you for allowing us the opportunity to address your concerns.
Please note, effective March 2, 2020, all Gateway One Lending & Finance (Gateway) accounts *** now be serviced by Santander. Upon review of the account, on February 29, 2020, a check payment totaling $2,147.73 was applied and posted to the account, prior to the transfer of servicing. Please note that all payoffs are subject to final reconciliation.
Our records indicate that on April 10, 2020, you contacted our Titles Department, to obtain information regarding the release of the Title. An email address was provided, per your request to send in proof of payment due to the account being paid in full. On April 24, 2020, we informed you the payoff was received and the account balance is paid in full.
Unfortunately, we are unable to substantiate your statement that you were advised you would need to pay an additional fee for the lien to be released.
Our records indicate that on April 24, 2020, the title to the Vehicle was mailed to the address on file: *** XXXXX, via First Class Mail. In the event you have not received your title, please contact your local Department of Motor Vehicles for further assistance.
We apologize for any inconvenience you may have experienced during the transition from Gateway to Santander. Enclosed is a copy of the Payment History reflecting the zero account balance.
Thank you again for allowing us the opportunity to address your concerns. If further assistance is needed you may contact us directly at (888) 222.4227.
Sincerely,
SANTANDER CONSUMER USA INC.
Enclosure
This erroneous entry is detrimental to my overall credit rating and has caused me severe financial and emotional distress. am not responsible for this
I am concerned about the validity and accuracy of your recent investigation of these accounts that are reporting on my credit report. Last month I requested an investigation because I felt the item was not being reported legally. Couple of days ago I received a letter stating that your investigation was complete. Please explain to me how you conducted your investigation! car was take by the dealer they sold
This erroneous entry is detrimental to my overall credit rating and has caused me severe financial and emotional distress. If you choose not to provide the above requested deletion or requested/required documentation of your investigation, I will pursue the enforcements of my constitutional rights via federal court proceedings. As you are well aware this information will come out through my formal discovery process, and necessary depositions. Please respond accordingly
April 30, 2020
***
XXXXX *** XXXXX
Re: Revdex.com Case #: XXXXXXXX
Santander Account No.: ***
Dear Mr.:
We have received your complaint submitted through the Revdex.com (Revdex.com) regarding the above-referenced Santander Consumer USA Inc. (Santander) account. Thank you for the opportunity to address your concerns.
Our records do not indicate that we have received any direct disputes from you regarding your account.
Our records further indicate that on February 17, 2015 you entered into a Retail Installment Sale Contract (Contract) in connection with the purchase of a 2015 Toyota Corolla (Vehicle). The amount financed was at $28,569.48 an annual percentage rate (APR) of 19.87%. The payment schedule called for 72 monthly payments of $687.73 each, with the first payment due on April 3, 2015. The Contract was assigned to Santander.
The Vehicle associated with account was repossessed on February 29, 2016 when the account was 98 days past due. The Vehicle was not redeemed and was sold at auction on March 31, 2016. The sale proceeds were applied to the account. Please understand that the customer is responsible for any deficiency balance due after the sales proceeds are applied to the account if a deficiency balance remains.
Enclosed please find legal notices dated March 1, 2016 and *** 1, 2016 associated with the repossession and sale of the Vehicle that occurred on the account.
The Fair Credit Reporting Act states that we are required to accurately report all account information to the credit reporting agencies. Please note that we provide account information to the four major credit reporting agencies Experian, Equifax, Transunion, and Innovis. It *** be necessary to contact the agencies directly regarding any disparity between reports.
As a matter of information, Santander has current policies and procedures that meet the Federal and State requirements necessary to be in compliance with certain debt collection practices, as it is Santander's objective to protect its customers from unfair debt collection acts.
A review of the information provided to the credit reporting agencies shows that on March 31, 2020, we advised the agencies the account was Unpaid Charge off with a balance of $15,444.00. Our records indicate the account Charged Off on March 31, 2016 when the Vehicle was sold at auction.
We respectfully decline to make any changes to the information reported to the credit reporting agencies at this time, as we have confirmed that the information reported matches our records.
Enclosed are copies of the Contract, Legal Notices and Payment History which validate the debt owed.
Thank you again for allowing us the opportunity to address your concerns. If further assistance is needed, please contact us directly at (XXX) XXX.4227.
Sincerely,
SANTANDER CONSUMER USA INC.
Enclosures
I'm furloughed from work. And this company doesn't take This into consideration. Regardless of a past situation.
I called to get my payment deferred in March, that's when I found out, that my request in December or January was never put in. Which caused a negative mark on my credit report. Called again in March to let this company know. That I'm not working due to covid 19. I learned then that my prior request was denied, because they emailed the request to my old email address. I updated my information and February and March was deferred.On March 10th 2020. I called on April 20th, 2020
That I can not get another deferment. Even as we are going though this Panademic. I'm still waiting on unemployment to start. And this stimulus check. This company rather mess up individuals credit, than work with them. Not everyone was lucky enough to keep their jobs, during this crisis
At least give me another 60 days. Be them I'm quite sure my unemployment will start. And to correct that latest negative mark on my credit report. Due to the fact, I thought the prior request was good.
April 27, 2020
***
*** Ave.
Rutherford, NJ XXXXX
Re: Revdex.com Complaint No.: XXXXXXXX
Santander Account Number: ***
Dear Ms.:
We have received your complaint submitted through the Revdex.com (Revdex.com), regarding the above-referenced Santander Consumer USA Inc. (Santander) account. Thank you for allowing us the opportunity to address your concerns.
We regret any inconvenience that you have experienced in attempting to obtain payment assistance for the account. Our customers concerns are of the utmost importance to us and we appreciate your feedback regarding this matter.
Our records indicate that you contacted our office on January 8, 2020 and requested 2 monthly payment extensions for December 2019 and January 2020. At that time the representative sent you, via email to ***@gmail.com (email address you provided), a payment extension document to electronically sign and return for the extensions to be completed.
We attempted to contact you by telephone on January 10th, 11th, 13th 14th, 18th and 20th, 2020, as we had not received the signed extension agreement back. On January 24, 2020 we mailed you an Extension Denial Letter, to the address on file, since we did not receive the signed document. The letter advised that a payment was due on the account for December 28, 2019, in the amount of $379.36.
In reviewing the enclosed payment history for the account it reflects the following:
On January 31, 2020, a payment posted to the account, in the amount $379.36, which was applied to the past due amount owed for December 28, 2019.
On February 28, 2020, a payment posted to the account, in the amount of $379.36, which was applied to the amount due for January 28, 2020.
Our records further indicate that the next time we spoke with you after the call of January 8, 2020 was when you contacted our office on March 26, 2020 requesting 2 monthly payment extensions due to the current crisis. At that time the representative sent you, via email to ***@hotmail.com (email address you provided), another payment extension agreement to electronically sign and return for the extensions to be completed.
You contacted our office again on March 26, 2020 and stated that you were under the impression that you had received a 1 month payment extension in January 2020. The representative that you spoke with advised you that the extension had been denied due to the non-receipt of the signed extension agreement.
On April 9, 2020, we received the signed extension agreement from you and 2 monthly payment extensions were then granted for the months of February and March 2020. The account is currently due for April 28, 2020, in the amount of $379.36.
Please be advised that payment assistance granted after the account is 30 days late, such as payment extensions, do not retroactively delete any late marks reported for the account. The request for payment assistance must be requested and granted prior to the account becoming 30 days past due.
The Fair Credit Reporting Act states that we are required to accurately report all account information to the credit reporting agencies. Please note that we provide account information to the four major credit reporting agencies Experian, Equifax, Transunion and Innovis. It *** be necessary to contact the agencies directly regarding any disparity between reports.
Our records show that on March 31, 2020, we advised the agencies that the account was 30 days past due with a balance of $8,763.00, with prior delinquencies of 22 time 30 days late, 9 times 60 days late and 2 times 90 days late.
We respectfully decline your request to remove any late marks reported for the account.
In an effort to assist you in bringing the account current, we are offering an additional 2 payment extensions for the account for the months of April and *** 2020. As of the date of this response, we have been unable to reach you by telephone in regard to the proposed payment assistance. If you would like to take advantage of the additional payment assistance, please contact our office at the telephone number provided below as soon as possible.
Enclosed is a copy of the Contract, Extension Denial Letter and Payment History.
Thank you again for bringing this matter to our attention. If further assistance is needed, please contact us directly at X (XXX) XXX.***.
Sincerely,
SANTANDER CONSUMER USA INC.
Enclosures
will not apply payoff to account, continue ruining credit.
Vehicle involved in MVC, insurance totaled, proceeded with owner retention, process began 12.30.2019. Per Insurance, checked mailed on 3.20.2020 to correct address. MANY phone calls requesting resolution, given multiple excuses as to why this has taken a MONTH to process, but in the mean time, being reported to the credit companies as delinquent. Need assistance with resolution as nothing seems to be working. And would like a formal complaint reported as the time taken to resolve this issue is rediculas.
Would like the owner retention payoff to be applied and title issued. And correction to credit report indicating that loan company at fault rather than my lack of payment.
April 30, 2020
***
*** CR ***
Mount Enterprise, TX XXXXX
Re: Revdex.com Case No.: XXXXXXXX
Chrysler Capital Account ***
Dear ***:
We have received your complaint submitted through Revdex.com (Revdex.com), regarding the above-referenced Chrysler Capital account. Thank you for allowing us the opportunity to address your concerns.
We regret any inconvenience and miscommunication that you may have experienced in trying to resolve this issue. Our customers concerns and experiences are of the utmost importance to us and we appreciate your feedback regarding this matter.
Our records indicate that the vehicle associated with the account was deemed a total loss on or about January 16, 2020. We received payments from you and from your insurance company which were posted to the account as you retained ownership of the vehicle.
In addition, as shown on the enclosed payment history we received payment on April 24, 2020 via debit card in the amount $469.18 in which left a late fee balance of $35.76, however we waived the late fee balance which closed your account.
Furthermore we understand that you have been in contact with several representatives in effort to resolve your concerns and we apologize for any delay or inconvenience this may have caused.
Please note that we provide account information to the four major credit reporting agencies Experian, Equifax, Transunion, and Innovis. It may be necessary to contact the agencies directly regarding any disparity between reports.
A review of the information provided to credit reporting agencies shows on April 28, 2020 we requested an update to report your account as Paid/Closed Current with a zero balance.
The update was submitted under AUD: XXXXXXXX which number you may use for any contact you may have with the credit reporting agencies to confirm the update.
Additionally your title to the vehicle will be mailed out no later than May 11, 2020 to the address on file as the final payment was not received with certified funds and is subject to final reconciliation.
Thank you again for the opportunity to address your concerns. If further assistance is needed, please contact us directly at (XXX) XXX-XXXX.
Sincerely,
CHRYSLER CAPITAL
Enclosures
Payment History
Santander took a car payment out of my bank acct after I refinanced through Capital One & they were sent a payoff. Was told I'd receive refund 3/12
I decided to refinance my car loan through Capital One in February to reduce my monthly payments. By March Santander had received a pay off from Capital One. After being paid off Santander took a payment out of my bank account. I tried to log on to my "old" Santander account and was unable to because they had closed it. I was then forced to make several phone calls in order to rectify the issue. I finally was able to get through to Customer Service and was told they realized that they owed me and was going to send a refund via a "debit card" for $352 and change by March the 12. I never received it. When trying to call Santander you are told that due to the amount of phone calls there is long wait time and then are disconnected. Everytime I call no matter what time of day this happens. I resort to e-mails and get told I will hear a response in 1 business day, which turns into a week and then I am referred to the phone number in which it is IMPOSSIBLE to get through. Needless to say, here it is April 20th and I have not been refunded my money nor have I spoken to anyone in the Car Loan Dept regarding this. I tried to dispute the charge through my bank and was told it could not be done because I was on autopay with Santander. Even though they already received a buy out check from Capital One. I am at a loss and that is the reason I am now reaching out to the Revdex.com.
I simply what the $352 that is rightfully mine due to Santander excepting the pay off and then taking an additional amount out of my bank account that was not due them.
May 1, 2020
***
*** Rd.
*** XXXXX
Re: Revdex.com Case Number: XXXXXXXX
Santander Account No.: ***
Dear Ms.:
We have received your complaint submitted through the Revdex.com (Revdex.com), regarding the above referenced Santander Consumer USA Inc. (Santander) account. Thank you for allowing us the opportunity to address your concerns.
Please be advised that we are aware current events that may be affecting our customers and we regret any inconvenience you may have experienced during these difficult times due to a significantly higher inbound volume of calls.
Our records indicate that a check in the amount of $13,800.38 posted to the account on February 11, 2020 with an effective date of February 10, 2020 which paid the account in full.
Regarding your concerns about Santander taking a payment out of your account after the payoff, we have reviewed the matter. A review of the account indicates that a check in the amount of $320.99 was submitted to the account on March 10, 2020, and was not drawn as an automatic or pre-arranged payment from your account. Our records indicate that the Santander Accounting Department made an attempt to refund the payment, however, the refund was rejected due a stop payment being placed on the check through your financial institution.
The enclosed payment history does not show that any payment in the amount of $320.99 (or other amount) posted to the account after the payoff was received. We apologize for any miscommunication regarding a potential refund of this payment.
Please be advised that due to the receipt of the stop payment, an internal processing error on the payoff proceeds, which caused the payoff amount to reverse. The payoff proceeds were then reapplied to the account on March 18, 2020, (still showing an original effective date of February 10, 2020). The account associated with the 2018 KIA Optima now reflects paid in full with a zero balance.
We respectfully decline your request to provide you any refund, as we have confirmed that there is no overage payment due for the above referenced account.
Please review the above information and payment history. If you believe that there were any errors or any payments that were not credited to the account, provide us with a full, unaltered running bank statement for a 30 period when and after a payment was submitted or the front and back of any cashed payment, reflecting endorsement, so that we may further review this matter. You may send the requested information through the Revdex.com.
In regard to the email that was attached to the complaint, the email appears to be directed towards Santander Bank, N.A. Although Santander Consumer USA Inc. is an affiliate of Santander Bank, N.A., we are a separate entity. A phone number in the email was provided to you in an effort to direct you to the correct entity.
Enclosed is a copy of the payment history showing all payments received and the zero account balance.
Thank you again for the opportunity to address your concerns. If further assistance is needed, you may contact us directly at 1(888) 222.4227.
Sincerely,
SANTANDER CONSUMER USA INC.
Enclosure
Payment History
Santander applied my November payment to principal only which cause my account to go delinquent. I have requested numerous time to correct this error.
Account Number: XXXXXXX
During the month of December, I became aware that my November payment went only toward principal vice a normal monthly payment. I did not request this action, but this is how the agent processed the payment. I have requested numerous time for this action to be corrected, but it has fallen on deaf ears. Couple this in action with the current Corvin-19 situation, Santander has offered to defer two paymentsfor the month of January and February. This action should be for the months of March and April. In the past Santander has worked with be to a degree, but recently actions have become more dictated to me. I do not understand why the correction was not make in a timely manner and he a disabled Veteran, I feel like I am being taken advantage of by Santander and the treatment has been unsatisfactorily. I have a vehicle worth $3000 and Santander states the payoff is in excess of $16,000. At this time I wish we can come to an agreement to part ways on an agreeable amount. The additional stress this has caused me does not help with my PTSD condition.
Based on the malicious treatment, I believe it is both parties best interest to part ways. I have included a reasonable solution for both parties: 1. My credit report should reflect all payments have been on time from October to present. Under CORVIN-19, delinquent account should not be reported from February -- June. 2. All late fees forgiven and the payoff amount of $8000 to be paid in the next 120 days, if an agreement is reached. 3. Complete and total loan forgiveness. I believe this is federal money that Santander can use to satisfy my loan under CORVIN-19, my increase is financial obligations, and me being a disabled Veteran.
4, 2020
***
*** Liberty Way
*** XXXXX
Re: Revdex.com Case No.: XXXXXXXX
Santander Account No.: ***
We have received your complaint submitted through the Revdex.com (Revdex.com), regarding the above referenced Santander Consumer USA Inc. (Santander) account. Thank you for allowing us the opportunity to address your concerns.
Our records indicate that on May 29, 2014, you entered into a Retail Installment Sale Contract (Contract) to purchase a 2011 Nissan Armada (Vehicle). The amount financed was $34,382.85 at an APR of 9.14%. The Contract disclosed a term of 72 monthly payments in the amount of $624.49 each, which began on July 13, 2014. The Contract was assigned to Santander.
In regard the total amount to be paid on the Vehicle, we refer you to the Federal Truth-in-Lending Disclosures on Page 1 of the Contract. Under the section titled "Finance Charge", the dollar amount that the credit will cost you, is $10,580.43, plus the "Amount Financed" of $34,382.85, equals the "Total of Payments", which reflects the amount of $44,963.28. This is the amount you would have paid if all payments had been made according to the 72 month payment schedule set forth in the Contract.
We have determined that the reduction of the principal balance on your account is accurate. In the agreed upon auto finance contract, it shows that the account is calculated using the Simple Interest Method. This means the balance accrues interest on a daily basis from the date the Contract is signed and assumes the customer will make their payment on the regularly scheduled payment due date. The amount of interest accrued daily can vary based on the amount of the principal balance and the number of days between payments.
When a payment is received, the outstanding accrued interest must be satisfied first, then the remainder of the payment is applied toward principal and any fees owed on the account.
Please note that payments received from November 2019 to current posted to the account and allocated as follows:
Payment Date Account Due Date Payment Amount Amount applied to Interest Amount Applied to
Principal Due date After
11/29/2020 09/30/2019 $219.78 $118.77 $101.01 11/30/2019
11/29/2020 09/30/2019 *$600.00 $ 0.00 $600.00 11/30/2019
02/07/2020 11/30/2019 $500.00 $264.47 $235.53 12/30/2019
03/31/2020 12/30/2019 $500.00 $196.86 $303.14 01/30/2020
04/17/2020 01/30/2019 Extension N/A N/A 02/29/2020
04/17/2020 02/30/2019 Extension N/A N/A 03/30/2020
04/30/2020 03/30/2020 $500.00 $109.17 $390.83 04/30/2020
*Please note that the November 29, 2020 payment of $600.00 did not cause the account to become delinquent. On that date, a payment was past due from September 30, 2019. This payment advanced the due date to November 30, 2019.
Over the life of the account you requested and were granted 1 due date change and 10 monthly extensions, the most recent for January and February 2020. We can only process extensions for the months beginning with the most days past due.
In addition, a Modification was granted on January 29, 2019 which lowered the the APR to 9.14% and the remaining account payments permanently from $624.49 to $473.26 per month. In addition, 27 payments were not received within 15 days of the scheduled due date, which caused late fees to be assessed to the account. In some months, other than the extension months, no payment was received
Please note that interest does not stop accruing when there has been payment assistance granted on the account or when payments are late or not received. There is no grace period for the accrual of interest.
Due to the payment assistance and payment pattern, more interest accrued between payments, causing the principal balance to reduce more slowly. If payments had been submitted in a timely manner, according to the contracted payment schedule of 72 months, the principal balance on your account would have been less.
After a review of the information provided in the complaint we are unable to substantiate your statement of timely monthly payments. If you believe that there were any errors or any payments that were not credited to the account, we request that you review the enclosed Payment History. You may provide us with an unaltered bank statement or the front and back of any cashed payment, which indicates Santander's endorsement, so that we may further review this matter. You may submit these documents through the Revdex.com portal.
The Fair Credit Reporting Act states that we are required to accurately report all account information to the credit reporting agencies. Please note we provide account information to the four major credit reporting agencies Experian, Equifax, Transunion, and Innovis. It may be necessary to contact the agencies directly regarding any disparity between reports.
As a matter of information, Santander has current policies and procedures that meet the Federal and State requirements necessary to be in compliance with certain debt collection practices, as it is Santander's objective to protect its customers from unfair debt collection acts.
Please be advised that on April 27, 2020 we requested an update to report the account as current with a balance of $16,285.00 with a prior history of 4 times 30 Days late, 7 times 60 Days late and 3 times 90 Days late with a previous repossession on October 2018. Please allow up to 30 days for the update to be completed.
After a review of your account, we respectfully decline your request to waive unpaid fees or settle the account for $8,000.00 if that amount is paid in the next 120 days. We also decline make any additional changes to the credit reporting information being reported for the account as the information reported matches our records.
As of the date of this response, the account indicates a due date of April 30, 2020.
Enclosed is a copy of the Contract, Modification Agreement and Payment History.
Thank you again for the opportunity to address your concerns. If further assistance is needed, please contact us directly at X (XXX) XXX.4227.
Sincerely,
SANTANDER CONSUMER USA INC.
Enclosures
will not apply payoff to account, continue ruining credit.
Vehicle involved in MVC, insurance totaled, proceeded with owner retention, process began 12.30.2019. Per Insurance, checked mailed on 3.20.2020 to correct address. MANY phone calls requesting resolution, given multiple excuses as to why this has taken a MONTH to process, but in the mean time, being reported to the credit companies as delinquent. Need assistance with resolution as nothing seems to be working. And would like a formal complaint reported as the time taken to resolve this issue is rediculas.
Would like the owner retention payoff to be applied and title issued. And correction to credit report indicating that loan company at fault rather than my lack of payment.
April 30, 2020
***
*** CR ***
Mount Enterprise, TX XXXXX
Re: Revdex.com Case No.: XXXXXXXX
Chrysler Capital Account ***
Dear ***:
We have received your complaint submitted through Revdex.com (Revdex.com), regarding the above-referenced Chrysler Capital account. Thank you for allowing us the opportunity to address your concerns.
We regret any inconvenience and miscommunication that you may have experienced in trying to resolve this issue. Our customers concerns and experiences are of the utmost importance to us and we appreciate your feedback regarding this matter.
Our records indicate that the vehicle associated with the account was deemed a total loss on or about January 16, 2020. We received payments from you and from your insurance company which were posted to the account as you retained ownership of the vehicle.
In addition, as shown on the enclosed payment history we received payment on April 24, 2020 via debit card in the amount $469.18 in which left a late fee balance of $35.76, however we waived the late fee balance which closed your account.
Furthermore we understand that you have been in contact with several representatives in effort to resolve your concerns and we apologize for any delay or inconvenience this may have caused.
Please note that we provide account information to the four major credit reporting agencies Experian, Equifax, Transunion, and Innovis. It may be necessary to contact the agencies directly regarding any disparity between reports.
A review of the information provided to credit reporting agencies shows on April 28, 2020 we requested an update to report your account as Paid/Closed Current with a zero balance.
The update was submitted under AUD: XXXXXXXX which number you may use for any contact you may have with the credit reporting agencies to confirm the update.
Additionally your title to the vehicle will be mailed out no later than May 11, 2020 to the address on file as the final payment was not received with certified funds and is subject to final reconciliation.
Thank you again for the opportunity to address your concerns. If further assistance is needed, please contact us directly at (XXX) XXX-XXXX.
Sincerely,
CHRYSLER CAPITAL
Enclosures
Payment History
Santander took a car payment out of my bank acct after I refinanced through Capital One & they were sent a payoff. Was told I'd receive refund 3/12
I decided to refinance my car loan through Capital One in February to reduce my monthly payments. By March Santander had received a pay off from Capital One. After being paid off Santander took a payment out of my bank account. I tried to log on to my "old" Santander account and was unable to because they had closed it. I was then forced to make several phone calls in order to rectify the issue. I finally was able to get through to Customer Service and was told they realized that they owed me and was going to send a refund via a "debit card" for $352 and change by March the 12. I never received it. When trying to call Santander you are told that due to the amount of phone calls there is long wait time and then are disconnected. Everytime I call no matter what time of day this happens. I resort to e-mails and get told I will hear a response in 1 business day, which turns into a week and then I am referred to the phone number in which it is IMPOSSIBLE to get through. Needless to say, here it is April 20th and I have not been refunded my money nor have I spoken to anyone in the Car Loan Dept regarding this. I tried to dispute the charge through my bank and was told it could not be done because I was on autopay with Santander. Even though they already received a buy out check from Capital One. I am at a loss and that is the reason I am now reaching out to the Revdex.com.
I simply what the $352 that is rightfully mine due to Santander excepting the pay off and then taking an additional amount out of my bank account that was not due them.
May 1, 2020
***
*** Rd.
*** XXXXX
Re: Revdex.com Case Number: XXXXXXXX
Santander Account No.: ***
Dear Ms.:
We have received your complaint submitted through the Revdex.com (Revdex.com), regarding the above referenced Santander Consumer USA Inc. (Santander) account. Thank you for allowing us the opportunity to address your concerns.
Please be advised that we are aware current events that may be affecting our customers and we regret any inconvenience you may have experienced during these difficult times due to a significantly higher inbound volume of calls.
Our records indicate that a check in the amount of $13,800.38 posted to the account on February 11, 2020 with an effective date of February 10, 2020 which paid the account in full.
Regarding your concerns about Santander taking a payment out of your account after the payoff, we have reviewed the matter. A review of the account indicates that a check in the amount of $320.99 was submitted to the account on March 10, 2020, and was not drawn as an automatic or pre-arranged payment from your account. Our records indicate that the Santander Accounting Department made an attempt to refund the payment, however, the refund was rejected due a stop payment being placed on the check through your financial institution.
The enclosed payment history does not show that any payment in the amount of $320.99 (or other amount) posted to the account after the payoff was received. We apologize for any miscommunication regarding a potential refund of this payment.
Please be advised that due to the receipt of the stop payment, an internal processing error on the payoff proceeds, which caused the payoff amount to reverse. The payoff proceeds were then reapplied to the account on March 18, 2020, (still showing an original effective date of February 10, 2020). The account associated with the 2018 KIA Optima now reflects paid in full with a zero balance.
We respectfully decline your request to provide you any refund, as we have confirmed that there is no overage payment due for the above referenced account.
Please review the above information and payment history. If you believe that there were any errors or any payments that were not credited to the account, provide us with a full, unaltered running bank statement for a 30 period when and after a payment was submitted or the front and back of any cashed payment, reflecting endorsement, so that we may further review this matter. You may send the requested information through the Revdex.com.
In regard to the email that was attached to the complaint, the email appears to be directed towards Santander Bank, N.A. Although Santander Consumer USA Inc. is an affiliate of Santander Bank, N.A., we are a separate entity. A phone number in the email was provided to you in an effort to direct you to the correct entity.
Enclosed is a copy of the payment history showing all payments received and the zero account balance.
Thank you again for the opportunity to address your concerns. If further assistance is needed, you may contact us directly at 1(888) 222.4227.
Sincerely,
SANTANDER CONSUMER USA INC.
Enclosure
Payment History
Refusal to accept payment but reported acct delinquent and charged compounded interest.
Account requires payment via certified funds. On 4/7/20 a bank check (NOT personal check) was accepted as payment. When another bank check was issued on 4/10/20, it was returned, stating it was not certified funds. When I inquired about why I was told the check on 4/7/20 was accepted because it was in a lesser amount. There is no where that says there are different payment rules for different amounts. They are asking me to provide funds via western union, which is unavailable during COVID-19, or a certified check, which I cannot obtain because banks are closed. Please note that the funds have already been withdrawn from my account when the check was issued and is a bank issued check NOT personal check. Now they have marked my account as late and have continued to charge interest, but are not providing me any do-able payment options during this COVID-19 pandemic.
I would like them to accept the $7000 payment and post it to my account. I would also like them to take out interest accumulated since check was received on 4/14/20 (the date on the letter that accompanied the return). Finally, I would like them to adjust the days past due to when payment was received on 4/14/20.
April 30, 2020
***
*** Street
*** XXXXX
Re: Revdex.com Complaint No.: XXXXXXXX
Santander Account No.: ***
Dear ***:
We have received your complaint submitted through the Revdex.com (Revdex.com), regarding the above-referenced Santander Consumer USA Inc. (Santander) account. Thank you for allowing us the opportunity to address your concerns.
According to our records, on November 23, 2019 you entered into a Retail Installment Sale Contract (Contract) in connection with financing the purchase of a 2019 Volkswagen Atlas (Vehicle). The amount financed was $32,750.75 at an annual percentage rate of 17.79%. The payment schedule called for 72 monthly payments in the amount of $743.09 each, beginning December 23, 2019. Santander was the assignee of the Contract.
A review of the account Payment History shows that 8 payments, totaling $15,897.00 and made between December 4, 2019 and December 6, 2019, were returned as no account could be located. As a result of the returned payments, you are now required to remit payment for the account via certified funds, and *** do so with a cashier's check or payment services such as Money Gram or Western Union.
Please note that the $800.00 certified bank check payment referenced in your complaint was received and posted to your account on April 2, 2020; however, the $7,000.00 payment was returned because it was made through your bank's online bill pay and was not certified. We apologize for any misinformation you may have received regarding the rejected payment.
The Payment History also shows that we have received 4 Money Gram payments in the amount of $1,500 each equaling $6,000.00 since April 24, 2020. The account principal balance is $3,190.85 and the next payment is due on June 23, 2020.
The Fair Credit Reporting Act states that we are required to accurately report all account information to the Credit Bureaus. Please note that we provide account information to the four major credit reporting agencies: Experian, Equifax, Transunion, and Innovis. It may be necessary to contact the agencies directly regarding any disparity between reports.
A review of the information provided to the credit reporting agencies shows that on March 31, 2020, we advised the agencies that the account was 30 days past due for the February 2020 payment, with a balance of $9,877.00.
Further note that Santander regularly reports the account status to the agencies at the end of each calendar month. If you have made payments to bring the account current, you should see the change in the account status and balance indicated on your credit reports sometime after April 30, 2020.
As such, we respectfully decline to update your credit reports at this time, as we have confirmed that the information reported matches our records. We also decline your request to make any adjustments to the account balance, or waive any accrued interest, as we have confirmed that the account balance is accurate.
A copy of your Contract and Payment History are enclosed for your records.
Thank you again for allowing us the opportunity to address your concerns. If further assistance is needed, please contact us directly at (888) 222-4227.
Sincerely,
SANTANDER CONSUMER USA INC.
Enclosures:
Contract
Payment History
(The consumer indicated he/she DID NOT accept the response from the business.)
They did not address the entire issue of my complaint. The $800 that was accepted on April 2 was also an online bill pay check. Why was that accepted, but the $7000 check was not? A bank check through online bill pay is as much certified funds as a certified check. With the challenges of COVID-19 closures, I was trying to remain diligent and pay the loan through the best means possible. In addition, since they accepted the $800 check, I had no reason to believe that The $7000 check would not be sufficient. Therefore, had they accepted the check, my account never would have been 30 days past due, and that additional interest would not have accrued between April 14 - the day the check was received - and when I made additional money gram payments. I have also turned the matter over to the attorney general, and I am doing my best to simply pay off the loan and be done with a company that misrepresents and over charges customers. Final thought - I have contacted the company via email, and phone call, to try and resolve this issue. They have failed to get back to me except when these complaints were received. No resolution was made by phone, and follow up was promised, but never delivered.
May 14, 2020
***
*** Street
*** XXXXX
Re: Revdex.com Complaint No.: XXXXXXXX
Santander Account No.: ***
Dear ***:
We have received your additional complaint, submitted through the Revdex.com (Revdex.com), regarding the above-referenced Santander Consumer USA Inc. (Santander) account. Thank you again for allowing us the continued opportunity to address your concerns.
We regret to learn that you remain dissatisfied with our previous response. Our customers concerns are of the utmost importance to us and we appreciate your feedback regarding this matter.
We are also aware of the current events that may be affecting our customers, and regret any inconvenience you may be experiencing during these times.
As advised in our previous response, you are required to remit certified payments due to prior account activity which resulted in several returned payments. Please note that the $800.00 certified payment referenced in your complaint was a physical check that we received. Our records indicate that the $7,000.00 payment was sent electronically, and was never posted to your account. However, it was rejected because it was non-certified funds that could be disputed. If you have evidence to the contrary please provide a copy of the front and back of the returned $7,000.00 payment through the Revdex.com portal for review.
Further note that our records show that you spoke with a representative in our Executive Office regarding your concerns on April 22, 2020; however, when they attempted to follow up with you on April 29, 2020 they were unable to reach you at the telephone number listed on the account and left a voice message.
The Fair Credit Reporting Act states that we are required to accurately report all account information to the Credit Bureaus. Please note that we provide account information to the four major credit reporting agencies: Experian, Equifax, Transunion, and Innovis. It *** be necessary to contact the agencies directly regarding any disparity between reports.
A review of the information provided to the credit reporting agencies shows that on April 30, 2020, we advised the agencies that the account is Current with a balance. The account has previously been reported 1 time 30 days past due for March 2020.
As such, we respectfully decline to update your credit reports at this time, as we have confirmed that the information reported matches our records. We also decline your request to make any adjustments to the account balance, or waive any accrued interest, as we have confirmed that the account balance is accurate.
Additionally, if you have filed a complaint with an Attorney General's Office we will provide an appropriate response once the complaint is received and reviewed.
An updated copy of your Payment History is enclosed.
Please accept our apologies if you feel that you had a poor experience while attempting to have your concerns addressed. Thank you again for allowing us the opportunity to address your concerns. If further assistance is needed, please contact us directly at (888) 222-4227.
Sincerely,
SANTANDER CONSUMER USA INC.
Enclosures
(The consumer indicated he/she DID NOT accept the response from the business.)
The facts are still not straight. The $7000 check was a physical check from my bank bill pay, as was the previous $800 check. You clearly had the physical check, as YOU returned it to ME with a letter stating it was not acceptable. The entire argument, which you are not professional enough to acknowledge, is that the $800 and $7000 payments were made IN THE EXACT SAME WAY- one was accepted and the other was not. I no longer have the physical check, as it was disposed of and refunded to me by my bank so I could take the much more costly option of sending $1500 increments through money gram online. I suggest, however, that you check your own records, as you returned the $7000 check to me with a letter dated 4/14/20. Finally, as you have made slanderous comments that I had "several returned payments," I would like to note that YOU transposed numbers when submitting payment requests to my bank- that is why they were returned. I immediately cut you a $23,000 cashier's check, so it was clearly NOT MY ERROR. Your business is a joke and I will take every and all legal means to hold you accountable. If you are truly interested in resolving this issue, I would request a 3 way conversation with me, you, and my bank to corroborate my information. However, since that was already refused, I suspect you do not.
I'm furloughed from work. And this company doesn't take This into consideration. Regardless of a past situation.
I called to get my payment deferred in March, that's when I found out, that my request in December or January was never put in. Which caused a negative mark on my credit report. Called again in March to let this company know. That I'm not working due to covid 19. I learned then that my prior request was denied, because they emailed the request to my old email address. I updated my information and February and March was deferred.On March 10th 2020. I called on April 20th, 2020
That I can not get another deferment. Even as we are going though this Panademic. I'm still waiting on unemployment to start. And this stimulus check. This company rather mess up individuals credit, than work with them. Not everyone was lucky enough to keep their jobs, during this crisis
At least give me another 60 days. Be them I'm quite sure my unemployment will start. And to correct that latest negative mark on my credit report. Due to the fact, I thought the prior request was good.
April 27, 2020
***
*** Ave.
Rutherford, NJ XXXXX
Re: Revdex.com Complaint No.: XXXXXXXX
Santander Account Number: ***
Dear Ms.:
We have received your complaint submitted through the Revdex.com (Revdex.com), regarding the above-referenced Santander Consumer USA Inc. (Santander) account. Thank you for allowing us the opportunity to address your concerns.
We regret any inconvenience that you have experienced in attempting to obtain payment assistance for the account. Our customers concerns are of the utmost importance to us and we appreciate your feedback regarding this matter.
Our records indicate that you contacted our office on January 8, 2020 and requested 2 monthly payment extensions for December 2019 and January 2020. At that time the representative sent you, via email to ***@gmail.com (email address you provided), a payment extension document to electronically sign and return for the extensions to be completed.
We attempted to contact you by telephone on January 10th, 11th, 13th 14th, 18th and 20th, 2020, as we had not received the signed extension agreement back. On January 24, 2020 we mailed you an Extension Denial Letter, to the address on file, since we did not receive the signed document. The letter advised that a payment was due on the account for December 28, 2019, in the amount of $379.36.
In reviewing the enclosed payment history for the account it reflects the following:
On January 31, 2020, a payment posted to the account, in the amount $379.36, which was applied to the past due amount owed for December 28, 2019.
On February 28, 2020, a payment posted to the account, in the amount of $379.36, which was applied to the amount due for January 28, 2020.
Our records further indicate that the next time we spoke with you after the call of January 8, 2020 was when you contacted our office on March 26, 2020 requesting 2 monthly payment extensions due to the current crisis. At that time the representative sent you, via email to ***@hotmail.com (email address you provided), another payment extension agreement to electronically sign and return for the extensions to be completed.
You contacted our office again on March 26, 2020 and stated that you were under the impression that you had received a 1 month payment extension in January 2020. The representative that you spoke with advised you that the extension had been denied due to the non-receipt of the signed extension agreement.
On April 9, 2020, we received the signed extension agreement from you and 2 monthly payment extensions were then granted for the months of February and March 2020. The account is currently due for April 28, 2020, in the amount of $379.36.
Please be advised that payment assistance granted after the account is 30 days late, such as payment extensions, do not retroactively delete any late marks reported for the account. The request for payment assistance must be requested and granted prior to the account becoming 30 days past due.
The Fair Credit Reporting Act states that we are required to accurately report all account information to the credit reporting agencies. Please note that we provide account information to the four major credit reporting agencies Experian, Equifax, Transunion and Innovis. It *** be necessary to contact the agencies directly regarding any disparity between reports.
Our records show that on March 31, 2020, we advised the agencies that the account was 30 days past due with a balance of $8,763.00, with prior delinquencies of 22 time 30 days late, 9 times 60 days late and 2 times 90 days late.
We respectfully decline your request to remove any late marks reported for the account.
In an effort to assist you in bringing the account current, we are offering an additional 2 payment extensions for the account for the months of April and *** 2020. As of the date of this response, we have been unable to reach you by telephone in regard to the proposed payment assistance. If you would like to take advantage of the additional payment assistance, please contact our office at the telephone number provided below as soon as possible.
Enclosed is a copy of the Contract, Extension Denial Letter and Payment History.
Thank you again for bringing this matter to our attention. If further assistance is needed, please contact us directly at X (XXX) XXX.***.
Sincerely,
SANTANDER CONSUMER USA INC.
Enclosures
Refusal to accept payment but reported acct delinquent and charged compounded interest.
Account requires payment via certified funds. On 4/7/20 a bank check (NOT personal check) was accepted as payment. When another bank check was issued on 4/10/20, it was returned, stating it was not certified funds. When I inquired about why I was told the check on 4/7/20 was accepted because it was in a lesser amount. There is no where that says there are different payment rules for different amounts. They are asking me to provide funds via western union, which is unavailable during COVID-19, or a certified check, which I cannot obtain because banks are closed. Please note that the funds have already been withdrawn from my account when the check was issued and is a bank issued check NOT personal check. Now they have marked my account as late and have continued to charge interest, but are not providing me any do-able payment options during this COVID-19 pandemic.
I would like them to accept the $7000 payment and post it to my account. I would also like them to take out interest accumulated since check was received on 4/14/20 (the date on the letter that accompanied the return). Finally, I would like them to adjust the days past due to when payment was received on 4/14/20.
April 30, 2020
***
*** Street
*** XXXXX
Re: Revdex.com Complaint No.: XXXXXXXX
Santander Account No.: ***
Dear ***:
We have received your complaint submitted through the Revdex.com (Revdex.com), regarding the above-referenced Santander Consumer USA Inc. (Santander) account. Thank you for allowing us the opportunity to address your concerns.
According to our records, on November 23, 2019 you entered into a Retail Installment Sale Contract (Contract) in connection with financing the purchase of a 2019 Volkswagen Atlas (Vehicle). The amount financed was $32,750.75 at an annual percentage rate of 17.79%. The payment schedule called for 72 monthly payments in the amount of $743.09 each, beginning December 23, 2019. Santander was the assignee of the Contract.
A review of the account Payment History shows that 8 payments, totaling $15,897.00 and made between December 4, 2019 and December 6, 2019, were returned as no account could be located. As a result of the returned payments, you are now required to remit payment for the account via certified funds, and *** do so with a cashier's check or payment services such as Money Gram or Western Union.
Please note that the $800.00 certified bank check payment referenced in your complaint was received and posted to your account on April 2, 2020; however, the $7,000.00 payment was returned because it was made through your bank's online bill pay and was not certified. We apologize for any misinformation you may have received regarding the rejected payment.
The Payment History also shows that we have received 4 Money Gram payments in the amount of $1,500 each equaling $6,000.00 since April 24, 2020. The account principal balance is $3,190.85 and the next payment is due on June 23, 2020.
The Fair Credit Reporting Act states that we are required to accurately report all account information to the Credit Bureaus. Please note that we provide account information to the four major credit reporting agencies: Experian, Equifax, Transunion, and Innovis. It may be necessary to contact the agencies directly regarding any disparity between reports.
A review of the information provided to the credit reporting agencies shows that on March 31, 2020, we advised the agencies that the account was 30 days past due for the February 2020 payment, with a balance of $9,877.00.
Further note that Santander regularly reports the account status to the agencies at the end of each calendar month. If you have made payments to bring the account current, you should see the change in the account status and balance indicated on your credit reports sometime after April 30, 2020.
As such, we respectfully decline to update your credit reports at this time, as we have confirmed that the information reported matches our records. We also decline your request to make any adjustments to the account balance, or waive any accrued interest, as we have confirmed that the account balance is accurate.
A copy of your Contract and Payment History are enclosed for your records.
Thank you again for allowing us the opportunity to address your concerns. If further assistance is needed, please contact us directly at (888) 222-4227.
Sincerely,
SANTANDER CONSUMER USA INC.
Enclosures:
Contract
Payment History
(The consumer indicated he/she DID NOT accept the response from the business.)
They did not address the entire issue of my complaint. The $800 that was accepted on April 2 was also an online bill pay check. Why was that accepted, but the $7000 check was not? A bank check through online bill pay is as much certified funds as a certified check. With the challenges of COVID-19 closures, I was trying to remain diligent and pay the loan through the best means possible. In addition, since they accepted the $800 check, I had no reason to believe that The $7000 check would not be sufficient. Therefore, had they accepted the check, my account never would have been 30 days past due, and that additional interest would not have accrued between April 14 - the day the check was received - and when I made additional money gram payments. I have also turned the matter over to the attorney general, and I am doing my best to simply pay off the loan and be done with a company that misrepresents and over charges customers. Final thought - I have contacted the company via email, and phone call, to try and resolve this issue. They have failed to get back to me except when these complaints were received. No resolution was made by phone, and follow up was promised, but never delivered.
May 14, 2020
***
*** Street
*** XXXXX
Re: Revdex.com Complaint No.: XXXXXXXX
Santander Account No.: ***
Dear ***:
We have received your additional complaint, submitted through the Revdex.com (Revdex.com), regarding the above-referenced Santander Consumer USA Inc. (Santander) account. Thank you again for allowing us the continued opportunity to address your concerns.
We regret to learn that you remain dissatisfied with our previous response. Our customers concerns are of the utmost importance to us and we appreciate your feedback regarding this matter.
We are also aware of the current events that may be affecting our customers, and regret any inconvenience you may be experiencing during these times.
As advised in our previous response, you are required to remit certified payments due to prior account activity which resulted in several returned payments. Please note that the $800.00 certified payment referenced in your complaint was a physical check that we received. Our records indicate that the $7,000.00 payment was sent electronically, and was never posted to your account. However, it was rejected because it was non-certified funds that could be disputed. If you have evidence to the contrary please provide a copy of the front and back of the returned $7,000.00 payment through the Revdex.com portal for review.
Further note that our records show that you spoke with a representative in our Executive Office regarding your concerns on April 22, 2020; however, when they attempted to follow up with you on April 29, 2020 they were unable to reach you at the telephone number listed on the account and left a voice message.
The Fair Credit Reporting Act states that we are required to accurately report all account information to the Credit Bureaus. Please note that we provide account information to the four major credit reporting agencies: Experian, Equifax, Transunion, and Innovis. It *** be necessary to contact the agencies directly regarding any disparity between reports.
A review of the information provided to the credit reporting agencies shows that on April 30, 2020, we advised the agencies that the account is Current with a balance. The account has previously been reported 1 time 30 days past due for March 2020.
As such, we respectfully decline to update your credit reports at this time, as we have confirmed that the information reported matches our records. We also decline your request to make any adjustments to the account balance, or waive any accrued interest, as we have confirmed that the account balance is accurate.
Additionally, if you have filed a complaint with an Attorney General's Office we will provide an appropriate response once the complaint is received and reviewed.
An updated copy of your Payment History is enclosed.
Please accept our apologies if you feel that you had a poor experience while attempting to have your concerns addressed. Thank you again for allowing us the opportunity to address your concerns. If further assistance is needed, please contact us directly at (888) 222-4227.
Sincerely,
SANTANDER CONSUMER USA INC.
Enclosures
(The consumer indicated he/she DID NOT accept the response from the business.)
The facts are still not straight. The $7000 check was a physical check from my bank bill pay, as was the previous $800 check. You clearly had the physical check, as YOU returned it to ME with a letter stating it was not acceptable. The entire argument, which you are not professional enough to acknowledge, is that the $800 and $7000 payments were made IN THE EXACT SAME WAY- one was accepted and the other was not. I no longer have the physical check, as it was disposed of and refunded to me by my bank so I could take the much more costly option of sending $1500 increments through money gram online. I suggest, however, that you check your own records, as you returned the $7000 check to me with a letter dated 4/14/20. Finally, as you have made slanderous comments that I had "several returned payments," I would like to note that YOU transposed numbers when submitting payment requests to my bank- that is why they were returned. I immediately cut you a $23,000 cashier's check, so it was clearly NOT MY ERROR. Your business is a joke and I will take every and all legal means to hold you accountable. If you are truly interested in resolving this issue, I would request a 3 way conversation with me, you, and my bank to corroborate my information. However, since that was already refused, I suspect you do not.
Currently not working due to the coronavirus. Chrysler Capital refusing to give me more time to pay car payment. I have no income
I called Chrysler Capital in march to inform them I'm currently out of work due the coronavirus I have no income I can not afford to pay any payments while being off work, they gave me a two month extension and my next payment was doing to be due *** 4th 2020. Today April 17th I called Chrysler capital and spoke with a manager by the name of ms. ID# XXXXXX she was rude over talking me telling me they can not give me another extension no matter what the situation is even if it I'd due to the coronavirus because its a lease. I'm currently not working with no income not even money for food.
More time to make payment until the governor releases the stay at home order and I'm able to go back to work
April 24, 2020
***
XXXXX Stephens
Saint Clair Shores, MI XXXXX
Re: Revdex.com Case No.: XXXXXXXX
Chrysler Capital Account ***
Dear ***:
We have received your complaint submitted through the Revdex.com (Revdex.com), regarding the above-referenced Chrysler Capital account. Thank you for allowing us the opportunity to address your concerns.
We are aware of the current events that may be affecting our customers and regret any inconvenience you may be experiencing during these times. Our customers concerns and experiences are of the utmost importance to us and we appreciate your feedback regarding this matter.
A review of the account indicates that on March 18, 2020 you requested a two month extension due to COVID-19 pandemic, in which was approved on March 24, 2020 for the March and April 2020 monthly lease payments. Additionally, on April 11, 2020 you requested an additional extension due was approved on April 17, 2020 for the May 2020 lease payment. Therefore your account will now be due for June 4, 2020. We kindly ask to allow additional time for processing as we are working diligently to assist all of our customers.
Regarding your previous communication with Chrysler Capital on April 17, 2020, you were transferred to manager whom advised we offered assistance previously and your account was current at the time. We empathize with your situation and apologize for any miscommunications or inconvenience this may have caused.
Thank you again for the opportunity to address your concerns.. If further assistance is needed, please contact us directly at (XXX) XXX-XXXX.
Sincerely,
CHRYSLER CAPITAL
I am being charged extra fees by Santander Consumer USA and they are refusing to credit my account even though I sent in proof from gatewayone lending
My account was switched over from Gatewayone Lending in February 2020. On 2/6/2020 I called Gateway to find out how much I had to pay to get my car back there was a past due of $935.36 and and a total due of $1,289.83. I also took a screenshot of my account on this day for proof if anything went wrong, which I am glad I did. I asked the gatewayone rep can I just pay the past due 935.36 since my bill is not due until the 19th of every month, and the rep told me no it had to be a 0.00 balance to get my car back I said ok. On 2/10/2020 I made a payment to gateway one lending for $1702.82 which also included tow fees. I checked my balance every day after cause I was paranoid and it said 0.00 balance next bill not due until 3/19/2020. On 3/1/2020 my account was all of a sudden transferred over from Gatewayone Lending to Santander Consumer USA with no notice, no emails, no phone calls or anything. I found this information out cause I logged in my Gatewayone Lending account and they had a message on their page showing my account was now with Santander Consumer with their phone number and email. At this point im confused cause again I received no letter, email, phone call. I call Santander Consumer USA and they are telling me I have a past due amount for the amount of 321 that was due 2/19/2020 and I am completely puzzled because I checked my account every day after 2/11/2020 up until 3/1/2020 and 0.00 was due next bill was not due until 3/19/2020. So I am upset, I probable spoke to about 4-5 different reps. The first 3 reps promised I would hear back from a Supervisor in 24-48hr every time and every time no one ever called back. I Sent an email with proof of my 2/2020 statement already generated showing the past due and current due on 2/6, I also sent proof of my bank statements that I made a payment to the rep I spoke to on 3/23/2020 who told me to send info to ***@santanderconsumerusa.com. At this point Santander is trying to tell me I owe for the month of Feb 2020 and I had a 0.00 balance on my account and it showed next bill was not due until 3/19/2020 up until the account was switched over. I refuse to let this company take advantage of me and get extra money out of me when I know I paid and could not have got my car back out of tow in the month of Feb 2020 without having a 0.00 balance. I sent complaint emails I spoke to some rep named Stephanie who is saying she from the Executive office and will not let me escalate the issue any further and that I am wrong. I will continue to dispute this until I am credited 321.00 for the 2/19/2020 statement that I already paid for before my account was switched over to this horrible company who does not care about the customer or their service.
I would like my account credited for the past due amount of $321.00 they are claiming that I have for 2/19/2020 cycle that I already paid on 2/10/2020. And to acknowledge this mistake and all the time I wasted on the phone and sending emails to this company who lacks customer service.
April 30, 2020
***
*** Ave. #5
Long Beach, *** XXXXX
Re: Revdex.com Case No.: XXXXXXXX
Santander Account No.: ***
Dear Ms.:
We have received your complaint submitted through the Revdex.com (Revdex.com), regarding the above-referenced Santander Consumer USA Inc. (Santander) account. Thank you for allowing us the opportunity to address your concerns.
Please note that effective March 2, 2020, all Gateway One Lending & Finance (Gateway) accounts will now be serviced by Santander. Please be advised that the service transfer did not affect the terms of your contract.
We are currently experiencing a significantly higher inbound call volume than usual, and regret apologize for any inconvenience you may have experienced when attempting to obtain more information about your account.
After a review of the information provided in your complaint, we are unable to substantiate your statement that you were not notified of the account transfer from Gateway to Santander. After a review of the account, we have confirmed that Transfer of Servicing letter dated February 21, 2020 was mailed to the address listed in the complaint.
Our records indicate that on March 4, 2020, a Santander representative submitted a request to our Accounting Department in an effort to assist you with concerns regarding the account balance. You spoke to a Supervisor on March 16, 2020 and on that date, you were advised that the Accounting review request was still in progress.
On April 6, 2020 a complete review conducted by our Accounting Department determined that the balance was accurate at the time of conversion.
A review of the account indicates that on or around February 6, 2020 the vehicle was repossessed at 79 days past due. Following the vehicle repossession, a payment in the amount of $1,684.83 posted to your account on February 10, 2020 with an effective date of February 7, 2020 and applied as follows: $292.68 for the November 2019 payment, $321.34 for December 2019, $321.34 for January 2020, $395.00 for repossession fees, $324.47 for late fees and $30.00 for insufficient fees.
Please note that an additional repossession fee in the amount of $200.00 were charged and assessed to your account effective March 2, 2020. The fees will remain on the account until you are able to satisfy the late fee balance in full.
With the explanation listed above, we are unable to substantiate your claim that on February 10, 2020, you also satisfied the payment due for February 2020. Additionally, the account had not been due for the payment in question until February 19, 2020. Our records indicate that on March 20, 2020, a payment in the amount of $340.00 subsequently applied to monthly payment due for February 2020.
Regarding your emailed documents, please note that the Gateway billing statement received by email indicates no current date but does indicate that the account had a past due balance in the amount of $1,289.83 from November 19, 2019. Additionally, the attached running bank statement appears to have a payment in the amount of $1,702.82 on February 10, 2020 with Wal-Mart. That amount may include fees and charges as the amount submitted to Gateway on February 10, 2020 indicates $1,684.83.
Following the account review, representatives with our Executive Office explained to you that the account balance is correct. Additionally, a supervisor with the Executive Office attempted to contact you on April 14, 2020. Unfortunately, the call attempt was unsuccessful. We apologize for any inconvenience or this matter has caused.
The enclosed Payment History indicates in April 2020, two (2) payments submitted to the account in the amount of $350.00 bringing your March and April 2020 payments to a current status. We appreciate your efforts in bringing your account to a current status. The next monthly payment will be due on May 19, 2020 in the amount of 245.36.
Please note that Santander's Payment History will only indicate the outstanding balance from payments submitted to Santander, not balances from prior payments with Gateway.
We respectfully decline your request to credit $321.00 to the account as we have confirmed that the February 19, 2020 payment amount did not apply until March 20, 2020.
Thank you for allowing us the opportunity to address your concerns. If further assistance is needed, we may be contacted directly (888) 222-4227.
Sincerely,
SANTANDER CONSUMER USA INC.
Enclosures
Payment History
Transfer of Servicing
I am being charged extra fees by Santander Consumer USA and they are refusing to credit my account even though I sent in proof from gatewayone lending
My account was switched over from Gatewayone Lending in February 2020. On 2/6/2020 I called Gateway to find out how much I had to pay to get my car back there was a past due of $935.36 and and a total due of $1,289.83. I also took a screenshot of my account on this day for proof if anything went wrong, which I am glad I did. I asked the gatewayone rep can I just pay the past due 935.36 since my bill is not due until the 19th of every month, and the rep told me no it had to be a 0.00 balance to get my car back I said ok. On 2/10/2020 I made a payment to gateway one lending for $1702.82 which also included tow fees. I checked my balance every day after cause I was paranoid and it said 0.00 balance next bill not due until 3/19/2020. On 3/1/2020 my account was all of a sudden transferred over from Gatewayone Lending to Santander Consumer USA with no notice, no emails, no phone calls or anything. I found this information out cause I logged in my Gatewayone Lending account and they had a message on their page showing my account was now with Santander Consumer with their phone number and email. At this point im confused cause again I received no letter, email, phone call. I call Santander Consumer USA and they are telling me I have a past due amount for the amount of 321 that was due 2/19/2020 and I am completely puzzled because I checked my account every day after 2/11/2020 up until 3/1/2020 and 0.00 was due next bill was not due until 3/19/2020. So I am upset, I probable spoke to about 4-5 different reps. The first 3 reps promised I would hear back from a Supervisor in 24-48hr every time and every time no one ever called back. I Sent an email with proof of my 2/2020 statement already generated showing the past due and current due on 2/6, I also sent proof of my bank statements that I made a payment to the rep I spoke to on 3/23/2020 who told me to send info to ***@santanderconsumerusa.com. At this point Santander is trying to tell me I owe for the month of Feb 2020 and I had a 0.00 balance on my account and it showed next bill was not due until 3/19/2020 up until the account was switched over. I refuse to let this company take advantage of me and get extra money out of me when I know I paid and could not have got my car back out of tow in the month of Feb 2020 without having a 0.00 balance. I sent complaint emails I spoke to some rep named Stephanie who is saying she from the Executive office and will not let me escalate the issue any further and that I am wrong. I will continue to dispute this until I am credited 321.00 for the 2/19/2020 statement that I already paid for before my account was switched over to this horrible company who does not care about the customer or their service.
I would like my account credited for the past due amount of $321.00 they are claiming that I have for 2/19/2020 cycle that I already paid on 2/10/2020. And to acknowledge this mistake and all the time I wasted on the phone and sending emails to this company who lacks customer service.
April 30, 2020
***
*** Ave. #5
Long Beach, *** XXXXX
Re: Revdex.com Case No.: XXXXXXXX
Santander Account No.: ***
Dear Ms.:
We have received your complaint submitted through the Revdex.com (Revdex.com), regarding the above-referenced Santander Consumer USA Inc. (Santander) account. Thank you for allowing us the opportunity to address your concerns.
Please note that effective March 2, 2020, all Gateway One Lending & Finance (Gateway) accounts will now be serviced by Santander. Please be advised that the service transfer did not affect the terms of your contract.
We are currently experiencing a significantly higher inbound call volume than usual, and regret apologize for any inconvenience you may have experienced when attempting to obtain more information about your account.
After a review of the information provided in your complaint, we are unable to substantiate your statement that you were not notified of the account transfer from Gateway to Santander. After a review of the account, we have confirmed that Transfer of Servicing letter dated February 21, 2020 was mailed to the address listed in the complaint.
Our records indicate that on March 4, 2020, a Santander representative submitted a request to our Accounting Department in an effort to assist you with concerns regarding the account balance. You spoke to a Supervisor on March 16, 2020 and on that date, you were advised that the Accounting review request was still in progress.
On April 6, 2020 a complete review conducted by our Accounting Department determined that the balance was accurate at the time of conversion.
A review of the account indicates that on or around February 6, 2020 the vehicle was repossessed at 79 days past due. Following the vehicle repossession, a payment in the amount of $1,684.83 posted to your account on February 10, 2020 with an effective date of February 7, 2020 and applied as follows: $292.68 for the November 2019 payment, $321.34 for December 2019, $321.34 for January 2020, $395.00 for repossession fees, $324.47 for late fees and $30.00 for insufficient fees.
Please note that an additional repossession fee in the amount of $200.00 were charged and assessed to your account effective March 2, 2020. The fees will remain on the account until you are able to satisfy the late fee balance in full.
With the explanation listed above, we are unable to substantiate your claim that on February 10, 2020, you also satisfied the payment due for February 2020. Additionally, the account had not been due for the payment in question until February 19, 2020. Our records indicate that on March 20, 2020, a payment in the amount of $340.00 subsequently applied to monthly payment due for February 2020.
Regarding your emailed documents, please note that the Gateway billing statement received by email indicates no current date but does indicate that the account had a past due balance in the amount of $1,289.83 from November 19, 2019. Additionally, the attached running bank statement appears to have a payment in the amount of $1,702.82 on February 10, 2020 with Wal-Mart. That amount may include fees and charges as the amount submitted to Gateway on February 10, 2020 indicates $1,684.83.
Following the account review, representatives with our Executive Office explained to you that the account balance is correct. Additionally, a supervisor with the Executive Office attempted to contact you on April 14, 2020. Unfortunately, the call attempt was unsuccessful. We apologize for any inconvenience or this matter has caused.
The enclosed Payment History indicates in April 2020, two (2) payments submitted to the account in the amount of $350.00 bringing your March and April 2020 payments to a current status. We appreciate your efforts in bringing your account to a current status. The next monthly payment will be due on May 19, 2020 in the amount of 245.36.
Please note that Santander's Payment History will only indicate the outstanding balance from payments submitted to Santander, not balances from prior payments with Gateway.
We respectfully decline your request to credit $321.00 to the account as we have confirmed that the February 19, 2020 payment amount did not apply until March 20, 2020.
Thank you for allowing us the opportunity to address your concerns. If further assistance is needed, we may be contacted directly (888) 222-4227.
Sincerely,
SANTANDER CONSUMER USA INC.
Enclosures
Payment History
Transfer of Servicing
The lessee was offered to defer payments risk free due to Covid19. Lender did not process its approval and is report delinquency on the account
Lender reached out to lessee in mid-March 2020 with an offer to defer payments due to hardships caused by the recent global emergency Covid19. Lessee applied for the relief to defer payments without damaging credit at that time. Lessee was tentatively approved and told to refrain from making payments until a later date. Citing a backlog on their end the lender didn't process the request by the end of March, and still hasn't completed the processing. At the same time the lender is now reporting the account in delinquency even thought they approved the lessee, told them to not pay, and gave them assurances that credit would not be effected.
This is predatory behavior at worst and terribly negligent at best. The lender initiated this process with their offer and now they are not following through. Leading to damaging the credit of the lessee and cosigner.
We wish to have the delinquency removed as no harm to our credit reports was promised through this process.
April 30, 2020
***
*** Ave.
*** XXXXX
Re: Revdex.com Case No.: XXXXXXXX
Chrysler Capital Account No.: ***
Dear Mr.:
We have received your complaint, submitted through the Revdex.com (Revdex.com), regarding the above-referenced Chrysler Capital account. Thank you for allowing us the opportunity to address your concerns.
According to our records on March 16, 2020, you contacted us to inquire about assistance programs that might be available during the ongoing global pandemic. Our representative informed you that you had the option of accepting either a one or two month due date extension. You accepted a one month extension and your request was submitted for processing the same day. On April 8, 2020, the requested extension was processed and finalized, and your February 28, 2020 payment due date was extended to March 30, 2020.
On April 17, 2020, you submitted an additional extension request online to extend the March 30, 2020 payment due date by one month. Please be advised that this request was processed and finalized on April 30, 2020. Further note that our records show that you spoke with representatives in our Executive Office the same day and they informed you that the next payment was due on April 30, 2020. You also indicated that you were satisfied with the resolution.
Please note that we provide account information to the four major credit reporting agencies: Experian, Equifax, Transunion, and Innovis. It may be necessary to contact the agencies directly regarding any disparity between reports.
As a matter of information, Chrysler Capital has current policies and procedures that meet the Federal and State requirements necessary to be in compliance with certain debt collection practices, as it is Chrysler Capital's objective to protect its customers from unfair debt collection acts.
A review of the information provided to the agencies shows that on April 20, 2020 an update was submitted to the agencies to advise them that the account should reflect current with a balance of $17,234.00, and no reported delinquencies as of April 20, 2020.
The update was submitted under Audit No. XXXXXXXX, and you may reference this number with any future communication you may have with the credit reporting agencies. Additionally, please allow up to 30 days for the update to reflect on your credit reports.
We understand that our customers are experiencing unique hardships due to the current natural disaster. We apologize for any delay in the processing of your extension requests, and for any inconvenience this situation may have caused you.
Thank you again for allowing us the opportunity to address your concerns. If further assistance is needed, you may contact us at (855)563.5635.
Sincerely,
CHRYSLER CAPITAL
The lessee was offered to defer payments risk free due to Covid19. Lender did not process its approval and is report delinquency on the account
Lender reached out to lessee in mid-March 2020 with an offer to defer payments due to hardships caused by the recent global emergency Covid19. Lessee applied for the relief to defer payments without damaging credit at that time. Lessee was tentatively approved and told to refrain from making payments until a later date. Citing a backlog on their end the lender didn't process the request by the end of March, and still hasn't completed the processing. At the same time the lender is now reporting the account in delinquency even thought they approved the lessee, told them to not pay, and gave them assurances that credit would not be effected.
This is predatory behavior at worst and terribly negligent at best. The lender initiated this process with their offer and now they are not following through. Leading to damaging the credit of the lessee and cosigner.
We wish to have the delinquency removed as no harm to our credit reports was promised through this process.
April 30, 2020
***
*** Ave.
*** XXXXX
Re: Revdex.com Case No.: XXXXXXXX
Chrysler Capital Account No.: ***
Dear Mr.:
We have received your complaint, submitted through the Revdex.com (Revdex.com), regarding the above-referenced Chrysler Capital account. Thank you for allowing us the opportunity to address your concerns.
According to our records on March 16, 2020, you contacted us to inquire about assistance programs that might be available during the ongoing global pandemic. Our representative informed you that you had the option of accepting either a one or two month due date extension. You accepted a one month extension and your request was submitted for processing the same day. On April 8, 2020, the requested extension was processed and finalized, and your February 28, 2020 payment due date was extended to March 30, 2020.
On April 17, 2020, you submitted an additional extension request online to extend the March 30, 2020 payment due date by one month. Please be advised that this request was processed and finalized on April 30, 2020. Further note that our records show that you spoke with representatives in our Executive Office the same day and they informed you that the next payment was due on April 30, 2020. You also indicated that you were satisfied with the resolution.
Please note that we provide account information to the four major credit reporting agencies: Experian, Equifax, Transunion, and Innovis. It may be necessary to contact the agencies directly regarding any disparity between reports.
As a matter of information, Chrysler Capital has current policies and procedures that meet the Federal and State requirements necessary to be in compliance with certain debt collection practices, as it is Chrysler Capital's objective to protect its customers from unfair debt collection acts.
A review of the information provided to the agencies shows that on April 20, 2020 an update was submitted to the agencies to advise them that the account should reflect current with a balance of $17,234.00, and no reported delinquencies as of April 20, 2020.
The update was submitted under Audit No. XXXXXXXX, and you may reference this number with any future communication you may have with the credit reporting agencies. Additionally, please allow up to 30 days for the update to reflect on your credit reports.
We understand that our customers are experiencing unique hardships due to the current natural disaster. We apologize for any delay in the processing of your extension requests, and for any inconvenience this situation may have caused you.
Thank you again for allowing us the opportunity to address your concerns. If further assistance is needed, you may contact us at (855)563.5635.
Sincerely,
CHRYSLER CAPITAL
Fraudulent practices..exorbitant fees..balance not reduced properly..deceptive contract...incorrect reporting to credit bureaus.Please help us!
Fraudulent practices..exorbitant fees..balance not reduced properly..deceptive contract...incorrect reporting to credit bureaus.Please help us!/2008 Lexus/17% interest/balance never goes down...please help...they have numerous complaints and they continue to mistreat consumers
Correct decrease in balance...remove all late fees...remove all derogatory incorrect information on credit report.
April 28, 2020
***
*** Ln.
Mansfield, TX XXXXX
Re: Revdex.com Case No.: XXXXXXXX
Santander Account No.: ***
Dear Ms.:
We have received your complaint submitted through the Revdex.com (Revdex.com), regarding the above-referenced Santander Consumer USA Inc. (Santander) account. Thank you for allowing us the opportunity to address your concerns.
After a review of the information provided in your complaint, we are unable to substantiate your statement that you were treated unfairly and found no evidence that Santander violated fair lending laws in the origination or servicing of your account. Santander is committed to fair lending and treating consumers, customers and vendors with the utmost respect and fairness.
According to our records, on October 12, 2015 you entered into a Retail Installment Contract (Contract) with CarMax Auto Superstores, Inc. (Dealership) in connection with financing the purchase of a 2008 Lexus GS 460 (Vehicle). The amount financed was $26,789.64 at an Annual Percentage Rate (APR) of 17.60%. The payment schedule called for 72 monthly payments in the amount of $609.41 each, beginning November 26, 2015. Santander was the assignee of the Contract.
The approval of an assignment of any contract, is based on the information provided to us by the customer and the Dealership. The terms of the Contract were negotiated with the Dealership at the time of purchase. Any disagreements with any terms and conditions would have needed to be addressed prior to agreeing and signing the provided documents at the time of the Vehicle purchase. Additionally, the signed Contract contained all of the terms of the financing agreement, and all of these terms were disclosed in the manner required by Federal and state laws.
Please note that the portion of each payment applied toward interest will generally decrease as the principal balance decreases. In regard to your account balance concerns, please be advised that the account principal balance has been reduced from $26,789.64 to $19,801.78.
After a review of the account, we have determined that the reduction of the principal balance is accurate. In the agreed upon auto finance contract, it shows that the account is calculated using the Simple Interest Method. This means the balance accrues interest on a daily basis and assumes the customer will make their payment on their regularly scheduled payment due date.
When a payment is received, the accrued interest must be satisfied first, and the remainder of the payment is applied toward principal and/or fees owed on the account. The amount of interest accrued can vary based on the amount of the principal balance and the number of days between payments.
Over the life of the account you requested and was granted 8 monthly extensions and 1 due date change. Per terms of the Contract, a late fee can be assessed on the account 15 days after the payment is due. Our records indicate that 28 payments were received more than 15 days late, causing late fees to be assessed. The fees will remain on the account until you are able to satisfy the late fee balance in full. The enclosed Payment History shows that in some months no payment was received or the amount received was less than the contracted monthly payment amount
Due to the payment pattern more interest accrued between payments, causing the principal balance to reduce more slowly. If payments had been received according to the contracted payment schedule of 72 months, the principal balance would be less.
Further note, as of the date of this correspondence, the current payoff for the account is $20,915.27 good through May 11, 2020, which includes a principal balance of $19,801.78 , interest of $228.92, late fees of $824.96 and miscellaneous fees in the amount of $60.00. The payoff quote also includes unpaid, and accrued interest charges through May 11, 2020.
The Fair Credit Reporting Act states that we are required to accurately report all account information to the Credit Bureaus. Please note that we provide account information to the four major credit reporting agencies: Experian, Equifax, Transunion, and Innovis. It may be necessary to contact the agencies directly regarding any disparity between reports.
A review of the information provided to the credit reporting agencies shows that on April 24, 2020, we advised the agencies that the account was a current with a balance of $20,743.00. Prior delinquencies report as 15 times 30 days past due.
We respectfully decline your request to adjust the account balance or update credit reporting as we have confirmed that this information is accurate. Additionally, we are unable to process a fee waiver as the fees were assessed accurately.
Please find enclosed account related documents.
Thank you for allowing us the opportunity to address your concerns. You may contact us directly at (XXX) XXX-XXXX if you need additional assistance.
Sincerely,
SANTANDER CONSUMER USA INC.
Enclosures
Contract
Payment History
Payoff Quote Letter