Santander Consumer USA Reviews (%countItem)
Santander Consumer USA Rating
Address: 1601 Elm St. STE 800, Dallas, Texas, United States, 75201-4701
Phone: |
Show more...
|
Fax: |
+1 (214) 237-2421 |
Web: |
www.roadloans.com
|
Add contact information for Santander Consumer USA
Add new contacts
ADVERTISEMENT
Santander acquired my loan from Gateway One; I noticed the there was a discrepancy with my balance they refuse to fix despite having proof.
Santander acquired my loan from Gateway One and I noticed a discrepancy with my balance. I took screenshots of my transaction history showing a balance of 3227.69 and the statement showing a balance of 4084.83. I called to have them adjust the obvious mistake as this amount doesn't credit a payment of 890 made on feb 21 2020 made on the gateway one website. These balances equal the difference of 857.14 (the principal after interest). They took the payment and failed to credit it and after calling several times and making several attempts to have them adjust it they claimed that the amount was correct and after this my transaction history for anything prior was completely gone. It's difficult to even contact gateway as their website has been completely wiped and I lost all my paperless statement and transaction history. Additionally, they failed to notify me we sufficient time of this as the letter informing me of the change dated 03/12/20 and didn't arrive to my house until last week of march and once the change of companies had already happened. After some research within a few minutes I had found several other people complaining that Santander was also claiming inaccurate information regarding their balances also acquired from Gateway one. I screen shot these comments expressing how Santander had discrepancies with their balances as well.
I'm only allowed one submission so I tried to put everything I have on the same pdf. doc
What they're doing is wrong and an obvious scam. I'm worried at the thought of how many others they're doing this to. Personally, all i want is my balance to be adjusted but their behavior and actions are unethical; I believe they should be reprimanded.
April 20, 2020
***
*** XXXXX
Re: Revdex.com Case Number: 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.
Please note effective March 2, 2020 all Gateway accounts will now be serviced by Santander. A Transfer of Servicing (Conversion) letter was mailed to the address on file on February 21, 2020 advising you of the transfer and providing a current balance on the account in the amount of $4,941.97.
Our records show that payment in the amount of $890.00 ($857.14 to principal, $32.86 to interest) posted to your account with Gateway on February 21, 2020. In addition, a billing statement was generated online on your MyAccount profile for March 6, 2020 showing the new balance on your account of $4,084.83. Please note, the prior balance was $4,941.97 (Conversion letter) minus the payment in the amount of $857.14 (February 21, 2020 principal payment) and equals $4,084.83, which is the new balance on the billing statement.
Our records further show that on March 7, 2020 a payment of $850.00 posted to your account which brought principal balance to $3,249.90. On March 25, 2020 a payment of $300.00 posted to your account which brought principal balance to $2,964.26. Further note, on April 9, 2020 a payoff in the amount of $2,986.11 posted to your account.
As of the date of this correspondence, your account is paid in full on April 9, 2020 and now indicated a zero balance. Please note that the balance explained above is correct.
We apologize for any inconvenience or confusion this matter may have caused.
Enclosed is a copy of your Payment History and Conversion letter.
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.
Enclosure
(The consumer indicated he/she DID NOT accept the response from the business.)
I truthfully still believe there was a discrepancy on my account but I got so frustrated dealing with the lack of support from Santander that I just paid off the account that way I don't have to deal with them anymore. Additionally, its disappointing that in order to get a response from this company I had to go through the Revdex.com. Honestly glad that I don't have to deal with this company any more.
May 7, 2020
***
*** XXXXX
Re: Revdex.com Case Number: XXXXXXXX
Santander Account Number: ***
Dear Ms.:
We have received your most recent 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 additional concerns.
We regret to learn that you did not accept our previous response and appreciate your feedback regarding this matter.
As of the date of this correspondence, your account is paid in full on April 9, 2020 and now indicates a zero balance. Please note that the balance explained in our previous response is correct.
We apologize for any inconvenience or confusion this matter may have caused.
Thank you again for allowing us the opportunity to address your additional concerns. If further assistance is needed, please contact us directly at (XXX) XXX.4227.
Sincerely,
SANTANDER CONSUMER USA INC.
Santander bought the loan from gateway lending in december for 1778.59, I received a letter march 4th from santander that states they bought the loan
santander states I am 3 months late, but the payments were automatically paid to gateway lending I called santander spoke with Agent kamren # XXXXXX to explain that the payments were automatically been paid to gateway lending he tried to tell me that I still have to pay those late payments that they did not have anything to do with gateway lending it just did not make any sense I asked to speak to a manager and somehow they disconnected I have not hear from them since april 1st
i am looking to be current with my loan and possibly paid them off
April 17, 2020
***
XXXXX *** Lane
*** XXXXX
Re: Revdex.com Case No.: XXXXXXXX
Santander Account No.: ***
Dear ***:
We have received your complaint submitted through Revdex.com (Revdex.com), regarding an account previously with Gateway One Lending & Finance (Gateway) now being serviced by Santander Consumer USA Inc. (Santander). Thank you for allowing us the opportunity to address your concerns.
Please note that effective March 2, 2020 all Gateway accounts will now be serviced by Santander. A letter dated February 21, 2020 titled "Transfer of Servicing", the letter advised of the transfer of service and payment options after the effective date of March 2, 2020, a copy of which is enclosed.
Our records show that as of the date of this correspondence your account is 93 days past due and due for the months of January 2020, February 2020, March 2020 and April 2020 in the amount of $122.27 for each month. Please note, the delinquency started accruing prior to the conversion from Gateway. Our records do not show that automatic payments were set up on the account as there are months in which no payment was received.
Our records further show that on April 1, 2020 you spoke with a Santander agent which advised of the account status. On that call you stated you would make payment on April 14, 2020 but no payment has been received.
Please note due to your concerns of the delinquency the agent advised are Accounting Department to review your account and payment history and the agent advised you to call back to confirm our Accounting Department's results.
After a thorough review of the call, we are unable to substantiate your statement that on that call you asked for a manager or that you were disconnected.
On April 3, 2020 our Accounting Department performed an audit and determined your past due and account status is correct.
As of the date of this response, the estimated amount to pay off your account is $1, 757.86, good through April 30, 2020. A Payoff Letter is enclosed. Title to the vehicle will not be released until the account is paid in full.
We respectfully suggest that you contact us at the telephone number below as soon as possible to discuss payment options or to discuss other assistance that may be available on the account.
We respectfully decline your request to bring your account current.
We hope that the explanation provided is satisfactory to you. If further assistance is needed, please contact us directly at 1(888) 222.4227.
Sincerely,
SANTANDER CONSUMER USA INC.
Enclosures
Transfer of Servicing Letter
Payoff Letter
I wanted to pay off my loan early because I wanted to sell my vehicle and didn't want the extra hassle of selling it with an open lien on the car. So I mailed a certified cashiers check as instructed by the by lien holder (Gateway One Lending at this time). I waited a long time calling each week to check it. Finally after about a month I find out that my loan was sold off to a new bank, Santander. I call the new lien holder, Santander, and they inform me that the balance is still showing the same and they know nothing about the cashiers check I mailed to Gateway One Lending. As per their instructions, I did an online payment to pay off my balance in order to expidite the time to receive my title. After more weeks pass by I call them again to ask "whats next". They informed me at that time that they will notify the Arizona MVD to let them know that the loan is paid off and the MVD will then mail me the new and clear title. After more weeks pass by and nothing happens I call the MVD and they inform me that not only have they received no notification of payoff but that the title still shows Gateway One Lending as the lien holder. When I try to call back to Santander to resolve this I am no longer able to get passed the automated phone system to speak with a customer service representative because it will not recognize my account number or social security number and then ends the call. I have tried many times now to get through by using the phone system and it does the same thing every time. There is another option to send a message via my online account portal which I have done now multiple times and have received any reply. In fact I have never encountered a more problematic automated phone service in that is is impossible for me to speak or get through to a representative. Not only have they robbed me of the opportunity to sell by vehicle during tax season when it would net the highest selling price but now after all of this delay and with the coronavirus I don't know if I will be able to sell my vehicle at all.
Product_Or_Service: auto loan
Other (requires explanation) To receive my clear title in hand.
April 17, 2020
***
***
*** XXXXX
Re: Revdex.com Complaint Number: XXXXXXXX
Santander Account Number: ***
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 allowing us the opportunity to address your concerns.
We regret to learn about your experience while attempting contact with us to pay off your account and receive your title. Our customers' concerns are of the utmost importance to us and we appreciate your feedback.
Please note that effective March 2, 2020, all Gateway One Lending & Finance (Gateway) accounts will now be serviced by Santander.
Regarding any payments made to Gateway, we kindly ask that you contact Gateway for any refunds, if any.
In reference to your concerns about attempting multiple times to make contact with our Customer Service Department, our records indicate on March 12, 2020 you submitted a Live Chat to which we responded. Additionally, our records indicate on April 1, 2020 and April 6 2020 Web Submissions were created. On April 13, 2020 contact was made with our Executive Office Department, to which they addressed your concerns regarding your payment made to Gateway, the title and payoff payment submitted.
We are aware of the current events that may be affecting our customers and regret any inconvenience as we are currently experiencing a significantly higher inbound volume of calls and emails than usual. We apologize for any inconvenience this may have caused.
After a review of the account, our records indicate we received a payment in the amount of $2,000.00 on March 3, 2020, leaving a remaining balance of $363.15. On March 4, 2020, we received a payoff in the amount of $366.74 to bring the account balance to zero. On March 13, 2020, we released the title to the vehicle.
Please be advised, as of April 14, 2020, the State of Arizona Motor Vehicle Department has cleared the title and will mail your title to the address listed above.
Enclosed is a copy of the Conversion Letter, Payment History and Paid in Full Letter.
Thank you again for allowing us the opportunity to address your concerns. If you have further questions, please contact our Customer Service Department at (888) 222.4227.
Sincerely,
SANTANDER CONSUMER USA INC.
Enclosures
See attached complaint.Click here to Get the File - use the Password: XXXXXA3Bhttps://bluecomplaints.Revdex.com.org/attachment/?c=XXXXXXXX
Other (requires explanation) see Attached document
April, 14, 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.
Our records indicate that on January 29, 2018, the account sold to a third party, Deville Asset Management, LLC as such, we are unable to take any servicing actions on the account.
Our records indicate that on August 11, 2015, you entered into a Retail Installment Sale Contract (Contract) with Roll's Auto Sales (Dealership) in connection with the purchase of a 2010 Audi A5 (Vehicle). The amount financed was $18,953.00 at an annual percentage rate of 21.00%. The payment schedule called for 72 monthly payments of $464.92 each, with the first payment due on September 10, 2015. Santander was assignee of the Contract.
A letter titled "Notice of Right to Cure Default" (RTC) dated August 21, 2016, was mailed to the address on file: *** XXXXX-XXXX, explaining the total amount of $902.98 was due by September 03, 2016, to prevent the Vehicle from being repossessed.
The default was not cured and the Vehicle was repossessed on October 7, 2016, due to the account being 99 days past due.
After the repossession, a letter titled, "Notice of Our Plan to Sell Property" (NOI), dated October 7, 2016, a was mailed to the address on file, explaining the Vehicle will sell at a private sale sometime after October 25, 2016, but also gave you the option to redeem the Vehicle. Our records indicate the Vehicle was not redeemed and on *** 10, 2017, and was sold at auction leaving a deficiency account balance.
A letter titled, Explanation of Calculation of Surplus or Deficiency letter dated *** 29, 2017, was mailed to the address on file, explaining the deficiency amount due after the sale of the Vehicle was $14,866.53.
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.
Based on the information provided, on April 13, 2020, we submitted an update to the credit reporting agencies, we advised the agencies that the account was Sold/Charged Off with a zero balance and purchased by another company Deville Asset Management, LLC. The account charged off on December 31, 2016, when it became more than 120 days past due.
After a review of the information provided in your complaint, a Santander Identity Theft Victim packet has been prepared and will be sent to the address in your complaint for you to complete and return to our Fraud Risk Department. Please complete the packet as directed on the cover letter and provide all requested documentation. Further note that the packet requires specific proof of identity information, a police report, and you will need to have the signature page notarized.
Once the requested information is received, the matter will be further reviewed by our Fraud Risk Department and a response will be provided. No further action can be taken on the credit reporting on your account until their review is completed.
Enclosed are copies of account related documents.
Thank you again for allowing us the opportunity to address your concerns. If you have any further questions regarding the Fraud Packet, please contact our Fraud Risk Department at X (XXX) XXX.7716. We kindly request that all other inquiries or requests regarding the account be directed to Deville Asset Management, LLC at (XXX) XXX.1831.
Sincerely,
SANTANDER CONSUMER USA INC.
Enclosures
Contract
Payment History
Notice of Repossession and Notice of Our Plan to Sell Property
Notice of Right to Cure Default and Requirement of Strict Compliance
Explanation of Calculation of Surplus of Deficiency
Santander keep reporting my account 30 days past due which is incorrect this happens every month or every other month.
Santander keep reporting my account 30 days past due and when I call them they tell me to just file a dispute with the credit bureaus, I told them I'm in the process of building a home and this is affecting my credit score and all they keep telling me is to file a dispute.
I want Santander to fix my account and don't ever let this happen again and a few years ago I did make a few payments late, due to this emotional distress that I'm facing I'm requesting those late payments be forgiving.
April 20, 2020
***
XXXXX ***
*** 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 (Santander) account. Thank you for allowing us the opportunity to address your concerns.
According to our records, on February 23, 2016 you entered into a Retail Installment Sale Contract (Contract) in connection with financing the purchase of a 2016 Chevrolet Malibu Limit (Vehicle). The amount financed was $18,842.82 at an annual percentage rate of 16.51%. The payment schedule called for 72 monthly payments in the amount of $414.04 each, beginning March 24, 2016. Santander was the assignee of the Contract.
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.
Further note that Santander merely furnishes credit information and is not a credit reporting agency, and has no control over credit scores or the contents of credit histories maintained by any particular credit reporting agency. Likewise, if you feel that the information reported is inaccurate you will need to file a dispute with the agencies directly.
A review of the information provided to the credit reporting agencies shows that on March 19, 2020, we advised the agencies that the account is current with a balance of $11,731.00. In addition to a repossession reported for August 2016, the account has previously been reported six (6) times as thirty (30) days late for the months of June 2016 and June, July, September, October, and December 2017. The account has also been reported one (1) time as sixty (60) days late for the month of July 2016.
With regards to the payments that have been reported late, a review of the payment history reflects the following:
The payments due for May and June 24, 2016 were not received until August 5, 2016; therefore, the account was reported 30 days late in June 2016 and 60 days late in July 2016.
The payment due for May 24, 2017 was not received until July 19, 2017; therefore the account was reported 30 days late in June 2017.
The payment due for June 24, 2017 was not received until August 2, 2017; therefore the account was reported 30 days late in July 2017.
The payment due for August 24, 2017 was not received until payments in the amount of $114.04 posted on September 29, 2017 and $300.00 on October 4, 2017; therefore, the account was reported 30 days late in September 2017.
The payment due for September 24, 2017 was not received until November 1, 2017; therefore, the account was reported 30 days late in October 2017.
The payment due for November 2017 was not received until payments in the amount of $314.00 posted on December 27, 2017 and $100.00 on January 3, 2018 therefore, the account was reported 30 days late in December 2017.
As such, we respectfully decline your request to update the information being reported on your account, as we have confirmed that the information reported matches our records.
Please find pertinent account documents enclosed for your review.
Thank you again for allowing us the opportunity to address your concerns. If further assistance is needed, please contact us directly at 1(888) 222-4227.
Sincerely,
SANTANDER CONSUMER USA I.
Enclosures:
Contract
Notices of Right to Cure Default (2)
Notice of Our Plan to Sell Property
Payment History
(The consumer indicated he/she DID NOT accept the response from the business.)
I explained that I had a few late payments Santander is reporting old late payments and I only had seven not eight Santander is also now reporting my remaining balance incorrect.
5, 2020
***
XXXXX ***
***, *** 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 (Santander) account. Thank you for allowing us the continued opportunity to address your concerns.
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 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 28, 2020, an update was submitted to advise the agencies that the account should reflect as current with a balance of $11,861.00. In addition to a repossession reported for August 2016, the update will also show that the account has previously been reported six (6) times as thirty (30) days late for the months of March and June 2016 and June, July, September, and December 2017. The account has also been reported one (1) time as sixty (60) days late for the month of July 2016 for a total of 7 late payments reported.
Please allow 30 days for the update to be processed. 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.
Please accept our apologies for the incorrect reported balance and months where late payments should not have been reported, as the error was the result of an internal processing issue. However, we respectfully decline your request to make any further updates to the information being reported on your account, as we have confirmed that the information reported matches our records.
Thank you again for allowing us the opportunity to address your concerns. If further assistance is needed, please contact us directly at 1(888) 222-4227.
Sincerely,
SANTANDER CONSUMER USA I.
Santander acquired my loan from Gateway One; I noticed the there was a discrepancy with my balance they refuse to fix despite having proof.
Santander acquired my loan from Gateway One and I noticed a discrepancy with my balance. I took screenshots of my transaction history showing a balance of 3227.69 and the statement showing a balance of 4084.83. I called to have them adjust the obvious mistake as this amount doesn't credit a payment of 890 made on feb 21 2020 made on the gateway one website. These balances equal the difference of 857.14 (the principal after interest). They took the payment and failed to credit it and after calling several times and making several attempts to have them adjust it they claimed that the amount was correct and after this my transaction history for anything prior was completely gone. It's difficult to even contact gateway as their website has been completely wiped and I lost all my paperless statement and transaction history. Additionally, they failed to notify me we sufficient time of this as the letter informing me of the change dated 03/12/20 and didn't arrive to my house until last week of march and once the change of companies had already happened. After some research within a few minutes I had found several other people complaining that Santander was also claiming inaccurate information regarding their balances also acquired from Gateway one. I screen shot these comments expressing how Santander had discrepancies with their balances as well.
I'm only allowed one submission so I tried to put everything I have on the same pdf. doc
What they're doing is wrong and an obvious scam. I'm worried at the thought of how many others they're doing this to. Personally, all i want is my balance to be adjusted but their behavior and actions are unethical; I believe they should be reprimanded.
April 20, 2020
***
*** XXXXX
Re: Revdex.com Case Number: 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.
Please note effective March 2, 2020 all Gateway accounts will now be serviced by Santander. A Transfer of Servicing (Conversion) letter was mailed to the address on file on February 21, 2020 advising you of the transfer and providing a current balance on the account in the amount of $4,941.97.
Our records show that payment in the amount of $890.00 ($857.14 to principal, $32.86 to interest) posted to your account with Gateway on February 21, 2020. In addition, a billing statement was generated online on your MyAccount profile for March 6, 2020 showing the new balance on your account of $4,084.83. Please note, the prior balance was $4,941.97 (Conversion letter) minus the payment in the amount of $857.14 (February 21, 2020 principal payment) and equals $4,084.83, which is the new balance on the billing statement.
Our records further show that on March 7, 2020 a payment of $850.00 posted to your account which brought principal balance to $3,249.90. On March 25, 2020 a payment of $300.00 posted to your account which brought principal balance to $2,964.26. Further note, on April 9, 2020 a payoff in the amount of $2,986.11 posted to your account.
As of the date of this correspondence, your account is paid in full on April 9, 2020 and now indicated a zero balance. Please note that the balance explained above is correct.
We apologize for any inconvenience or confusion this matter may have caused.
Enclosed is a copy of your Payment History and Conversion letter.
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.
Enclosure
(The consumer indicated he/she DID NOT accept the response from the business.)
I truthfully still believe there was a discrepancy on my account but I got so frustrated dealing with the lack of support from Santander that I just paid off the account that way I don't have to deal with them anymore. Additionally, its disappointing that in order to get a response from this company I had to go through the Revdex.com. Honestly glad that I don't have to deal with this company any more.
May 7, 2020
***
*** XXXXX
Re: Revdex.com Case Number: XXXXXXXX
Santander Account Number: ***
Dear Ms.:
We have received your most recent 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 additional concerns.
We regret to learn that you did not accept our previous response and appreciate your feedback regarding this matter.
As of the date of this correspondence, your account is paid in full on April 9, 2020 and now indicates a zero balance. Please note that the balance explained in our previous response is correct.
We apologize for any inconvenience or confusion this matter may have caused.
Thank you again for allowing us the opportunity to address your additional concerns. If further assistance is needed, please contact us directly at (XXX) XXX.4227.
Sincerely,
SANTANDER CONSUMER USA INC.
Monthly payments, fees, and interests not deferred during Pandemic.
As an auto loaner of Santander, I had started with an APR of 27.99% at a credit score of 600 in the year of 2017. I was given this rate by Santander not knowing the legal usually rate, which was 16% or below. After having paid a total of 26 months, my payments have only gone to mainly interest and barely any to my principal. I have called to speak to Santanders customer representatives & after multiple attempts to communicate to restore my credit with paying late fees, I was advised to pay the original payment ($391.90) plus an additional, which was more than half of what the original payment was on March 5, 2020. After having verified that I've became employed again, Santander had tried to get more money out of their own client, whose been less than 3 months behind in payments. In February 2020, I decided to bring my account up to balance by paying an estimated amount (calculated by their representative over the phone) to be a total of $625 and some change, which I rounded paying $626).The same month on March 19, 2020 , I had gotten my account back to current, I had paid an additional $108 on top of my original payment, which never went to the interest or the principal. Instead, the additional $108 went to a "miscellaneous payment," which I read was going towards "repossession fee" or "insufficient funds fee" that I never had to ever pay until March of 2020. During the Coronavirus pandemic, I had reached out to call to the company to discuss this information, and their call system alerted me that due to their increase in calls, I would have to reach them via e-mail or online on their website. I had sent out a message on March 25th, but have not heard back in a timely fashion. There online system stated that they would not defer the interest rate, but allow an extended payment; therefore, the interest will still be active during this time of crisis and would immediately be paid towards after the end of the quarantine. Knowing that every company must take legal action and stop all interest rates due to the evolving unemployment rate, they have not even tried to consolidate the accounts of all current customers. I'm not a satisfied client of Santander, even after taking responsibility on my side, I had been charged towards a fake and wrongful debt that was never in the books. I've tried my best to contact all bureaus in hopes that they will get my message and hear that Santander Consumer USA is not a legit company to be borrowing from, especially when they have others pay for fees that have nothing to do with the clients fault. I feel that after reaching out to them, they have only tried to keep my payments higher so that they can keep gaining more money for themselves, which is another greater deal of exploitation. I want to ensure my future, and take responsibility in my own finances, but this company has only tried to make my account with them become delinquent because they know I can't go anywhere with a bad credit score. I have better relations with other credit companies which I've reached out to to close accounts due to cutting down my own expenses. Santander has been the only company that has tried to exploit me through the proper communication I've applied as a responsible client. I ask that justice may be served to those who've been only tried to do the right things. I have not yet heard from Santander, and I only believe that they will keep charging these fabricated expenses to their clients who have no way out. I am seeking for legal representation, thank you for your time.
An Indignant Consumer
I am a low income borrower, and only wish to keep my payments within my living means, which is my reason to seek for further assistance. I want a proper and fair rights as a consumer, especially during a time of crisis that can affect my goals in long term.
April 15, 2020
***
*** Street
*** CA XXXXX
Re: Revdex.com Case Number: 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 apologize if you feel that you have been treated in an unprofessional manner. Our customers' concerns and experiences are of the utmost importance to us. Please note that we have recently revised our ability to provide assistance to our customers due to the current events.
In reference to your message dated March 25, 2020, our records show that a web submission was created by you. We received the message and responded back to you on March 30, 2020 with the process on how to proceed with an extension. You also contacted Santander on April 1, 2020 and spoke with an agent regarding your concerns. Please note that interest will continue to accrue on your account. As of April 15, 2020, you did not respond within the 10 day period so the offer expired.
We kindly ask that you log in to your MyAccount and submit another message using your MyAccount inbox to request an extension. Once the online extension request form is submitted, we ask that you allow up to 5-7 business days for processing. Please do not submit an additional form while your original request is pending. You will subsequently receive notification through the MyAccount inbox to confirm the status of the application.
Our records indicate that on July 12, 2017, you entered into a California Retail Installment Contract (Contract) to purchase a 2007 Infinity G35 (Vehicle). The amount financed was $13,450.68, at an APR of 27.99% with a term of 72 monthly payments in the amount of $391.90 each, which began on August 26, 2017. The Contract was assigned to Santander.
Please note that Santander sets the interest rates based on many factors including but not limited to the down payment on the vehicle, the current value of the vehicle and the applicants' credit worthiness and credit rating. Santander proposes funding for the applicants which they can either accept or reject at the time of their application. We have confirmed that the APR of 27.99% on your Contract is within the allowable state limits.
After a review of the account, we have determined that the reduction of the principal balance is accurate, and payments have been allocated to principal and interest correctly. 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 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.
Please understand that when a payment is received, accrued interest must be satisfied first, and then the remainder of the payment is applied toward the principal balance and/or outstanding fees on the account. Accrued interest is based on the principal balance. The portion of each payment applied toward interest will generally decrease as the principal balance decreases.
Over the life of the account you requested and were granted a total of 2 monthly payment extensions. In addition, payments were submitted late to the account, of which, 15 were not paid within 10 days of the scheduled due date, which caused late fees to be assessed to the account in the amount of $286.02. Please note that $126.37 of your assessed late fees have been paid on your account and $159.65 remain unpaid.
Please be advised 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 72 month contracted payment schedule, the principal balance would have been less.
In reference to payments, please note that your monthly payments are $391.90 per month and on March 5, 2020 you made a higher payment of $626.00 and on March 19, 2020 you made a higher payment of $500.00. The additional payments brought your account current. On your March 19, 2020 payment of $500.00, $108.40 was allocated to owed and unpaid late fees on your account, which is coded as miscellaneous. No repossession fees or non-sufficient funds fees have been assessed to your account.
In regards to lowering APR and/or payments, please note you may be able to do so by seeking alternative financing with another lending institution of your choice. Santander does not currently offer its customers the opportunity to refinance.
As of the date of this correspondence, your account is current and the next payment is due on April 26, 2020. Your due date may change if an extension is granted.
Enclosed is a copy of the Contract and payment history. We respectfully decline to make any changes to the payment allocation, as we have determined that payments have been allocated to principal and interest correctly.
Thank you again for allowing us the opportunity to address your concerns. If further assistance is needed regarding an extension, please contact us directly at 1 (888) 222.4227.
Sincerely,
SANTANDER CONSUMER USA INC.
Enclosures
Monthly payments, fees, and interests not deferred during Pandemic.
As an auto loaner of Santander, I had started with an APR of 27.99% at a credit score of 600 in the year of 2017. I was given this rate by Santander not knowing the legal usually rate, which was 16% or below. After having paid a total of 26 months, my payments have only gone to mainly interest and barely any to my principal. I have called to speak to Santanders customer representatives & after multiple attempts to communicate to restore my credit with paying late fees, I was advised to pay the original payment ($391.90) plus an additional, which was more than half of what the original payment was on March 5, 2020. After having verified that I've became employed again, Santander had tried to get more money out of their own client, whose been less than 3 months behind in payments. In February 2020, I decided to bring my account up to balance by paying an estimated amount (calculated by their representative over the phone) to be a total of $625 and some change, which I rounded paying $626).The same month on March 19, 2020 , I had gotten my account back to current, I had paid an additional $108 on top of my original payment, which never went to the interest or the principal. Instead, the additional $108 went to a "miscellaneous payment," which I read was going towards "repossession fee" or "insufficient funds fee" that I never had to ever pay until March of 2020. During the Coronavirus pandemic, I had reached out to call to the company to discuss this information, and their call system alerted me that due to their increase in calls, I would have to reach them via e-mail or online on their website. I had sent out a message on March 25th, but have not heard back in a timely fashion. There online system stated that they would not defer the interest rate, but allow an extended payment; therefore, the interest will still be active during this time of crisis and would immediately be paid towards after the end of the quarantine. Knowing that every company must take legal action and stop all interest rates due to the evolving unemployment rate, they have not even tried to consolidate the accounts of all current customers. I'm not a satisfied client of Santander, even after taking responsibility on my side, I had been charged towards a fake and wrongful debt that was never in the books. I've tried my best to contact all bureaus in hopes that they will get my message and hear that Santander Consumer USA is not a legit company to be borrowing from, especially when they have others pay for fees that have nothing to do with the clients fault. I feel that after reaching out to them, they have only tried to keep my payments higher so that they can keep gaining more money for themselves, which is another greater deal of exploitation. I want to ensure my future, and take responsibility in my own finances, but this company has only tried to make my account with them become delinquent because they know I can't go anywhere with a bad credit score. I have better relations with other credit companies which I've reached out to to close accounts due to cutting down my own expenses. Santander has been the only company that has tried to exploit me through the proper communication I've applied as a responsible client. I ask that justice may be served to those who've been only tried to do the right things. I have not yet heard from Santander, and I only believe that they will keep charging these fabricated expenses to their clients who have no way out. I am seeking for legal representation, thank you for your time.
An Indignant Consumer
I am a low income borrower, and only wish to keep my payments within my living means, which is my reason to seek for further assistance. I want a proper and fair rights as a consumer, especially during a time of crisis that can affect my goals in long term.
April 15, 2020
***
*** Street
*** CA XXXXX
Re: Revdex.com Case Number: 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 apologize if you feel that you have been treated in an unprofessional manner. Our customers' concerns and experiences are of the utmost importance to us. Please note that we have recently revised our ability to provide assistance to our customers due to the current events.
In reference to your message dated March 25, 2020, our records show that a web submission was created by you. We received the message and responded back to you on March 30, 2020 with the process on how to proceed with an extension. You also contacted Santander on April 1, 2020 and spoke with an agent regarding your concerns. Please note that interest will continue to accrue on your account. As of April 15, 2020, you did not respond within the 10 day period so the offer expired.
We kindly ask that you log in to your MyAccount and submit another message using your MyAccount inbox to request an extension. Once the online extension request form is submitted, we ask that you allow up to 5-7 business days for processing. Please do not submit an additional form while your original request is pending. You will subsequently receive notification through the MyAccount inbox to confirm the status of the application.
Our records indicate that on July 12, 2017, you entered into a California Retail Installment Contract (Contract) to purchase a 2007 Infinity G35 (Vehicle). The amount financed was $13,450.68, at an APR of 27.99% with a term of 72 monthly payments in the amount of $391.90 each, which began on August 26, 2017. The Contract was assigned to Santander.
Please note that Santander sets the interest rates based on many factors including but not limited to the down payment on the vehicle, the current value of the vehicle and the applicants' credit worthiness and credit rating. Santander proposes funding for the applicants which they can either accept or reject at the time of their application. We have confirmed that the APR of 27.99% on your Contract is within the allowable state limits.
After a review of the account, we have determined that the reduction of the principal balance is accurate, and payments have been allocated to principal and interest correctly. 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 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.
Please understand that when a payment is received, accrued interest must be satisfied first, and then the remainder of the payment is applied toward the principal balance and/or outstanding fees on the account. Accrued interest is based on the principal balance. The portion of each payment applied toward interest will generally decrease as the principal balance decreases.
Over the life of the account you requested and were granted a total of 2 monthly payment extensions. In addition, payments were submitted late to the account, of which, 15 were not paid within 10 days of the scheduled due date, which caused late fees to be assessed to the account in the amount of $286.02. Please note that $126.37 of your assessed late fees have been paid on your account and $159.65 remain unpaid.
Please be advised 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 72 month contracted payment schedule, the principal balance would have been less.
In reference to payments, please note that your monthly payments are $391.90 per month and on March 5, 2020 you made a higher payment of $626.00 and on March 19, 2020 you made a higher payment of $500.00. The additional payments brought your account current. On your March 19, 2020 payment of $500.00, $108.40 was allocated to owed and unpaid late fees on your account, which is coded as miscellaneous. No repossession fees or non-sufficient funds fees have been assessed to your account.
In regards to lowering APR and/or payments, please note you may be able to do so by seeking alternative financing with another lending institution of your choice. Santander does not currently offer its customers the opportunity to refinance.
As of the date of this correspondence, your account is current and the next payment is due on April 26, 2020. Your due date may change if an extension is granted.
Enclosed is a copy of the Contract and payment history. We respectfully decline to make any changes to the payment allocation, as we have determined that payments have been allocated to principal and interest correctly.
Thank you again for allowing us the opportunity to address your concerns. If further assistance is needed regarding an extension, please contact us directly at 1 (888) 222.4227.
Sincerely,
SANTANDER CONSUMER USA INC.
Enclosures
On 3/27 called to request deferment for 1 month, which was approved. Then 4 days later my account was charged the full amount of my car note.
on 3/27 I placed a call to Santander and explained that I was requesting a deferment of payment for 1 month due to the situation with the virus. I was approved so I would not have to make the payment and it would be placed on the back of the loan. I received the paper work that day which I signed electronically and was then told I would not have to make a payment until April 30. On April 1st I was charged $332.00 I called to find out what happened and was told "sorry we cannot do anything we can process a refund but may take up to 5-10 days. I cannot pay my rent now. I called my bank to dispute the transaction but because I have made the same payment for years on the same day the bank was unable to reverse the charge because they would then have to challenge all the transactions I have made for my car note for the past 4 years.
I understand that the loan i have with Santander is a legal contract to make a payment every month until the loan is satisfied, however due to the situation the entire world is going through it is not right that this company make an arrangement with me, have me sign legal paper work, and then turn around and decide to charge me any ways. I do not know how this can be corrected. Or what is the best course of action in this case. It is not morally correct for a company that i have been loyal to never missed a payment, never been late on a payment to do this to a person even after they have called and pleaded for help because of the situation going on in the world. Shame on Santander for not following through with their word. If it was the other way around i would be charged a late fee, I would have people calling me at all times of the night wanting to know why i did not fulfill my end of the agreement. But what am I supposed to do ???
April 16, 2020
***
*** Ave. Apt ***
Miami, FL 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 the above-referenced Santander Consumer USA Inc. (Santander) 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 that you experienced during these times. Our customer's concerns are of the utmost importance to us and we appreciate your feedback regarding this matter.
Our records indicate that on March 27, 2020, contact was made with our Customer Service Department, where a 1 month extension was submitted and upon receiving the requested documents, the extension was granted and approved on March 28, 2020.
Upon review, on March 28, 2020, we received a payment in the amount of $332.50, due to a recurring payment (Autopay).
On April 2, 2020, contact was made with our office regarding an Autopay payment withdrawn from your financial institution. It was explained that Autopay was not disabled as intended, which caused a payment to be drafted. The Customer Service Representative explained the fastest way in order to get a refund, would be to contact your financial institution and process a dispute or we can process a refund on our end.
Per your complaint, contact was made with your financial institution and due to the prior recurring payments made on the account your financial institution was unable to reverse the payment.
Please note, the Autopay payment is an automatic withdrawal based on your payment due date and at any time could be cancelled or edited through your online profile at MyAccount.
In an effort to assist you, a refund can be processed with proof of a running bank statement confirming the payment has cleared. Please note, the account has been advanced to indicate a due date of May 28, 2020, or if a refund is processed the next due date will indicate as April 28, 2020. If you wish to proceed with a refund, you *** provide your bank statement through the Revdex.com portal.
Enclosed is a copy of the Payment History.
We apologize for any inconvenience this has caused. Thank you again for allowing us to address your concerns. If further assistance is needed you make contact us directly at (XXX) XXX.***.
Sincerely,
SANTANDER CONSUMER USA INC.
Enclosures
(The consumer indicated he/she DID NOT accept the response from the business.)
Your letter iwth response basically states the exact same thing I wrote. What you fail to mention is that your customer service representatives fail to explain that the auto pay has to be disabled on the customers end. The solution you have offered is the same solution offered by the rep. As I explained to you because of the payment history I have with you guys the bank WILL NOT reverse the payment because the same payment has been made for years with no fail.
Your inability and failure to monitor your representatives actions caused that my account would go into negative and incur overdraft fees.
Tell me, what is the point of requesting a refund from you which can take up to 10 days if by the time I get my money back it will only cause the account to stay on the negative because of the fess incurred after the fact???
are you going to refund me the rest of the fees the other transactions after caused because I didnt have enought money to cover other expenses due to the money being taken out of my account on your end.
You guys managed this situation terribly. Your customer service representatives are not fully trained if they cant even mention to turn off the auto pay, that defeats the whole purpose of me making the call.
"Please note, the Autopay payment is an automatic withdrawal based on your payment due date and at any time could be cancelled or edited through your online profile at MyAccount." - A LITTLE TOO LATE for this advice dont you think ??
And now you want me to provide a bank statement stating the payment has cleared ???
are you kidding me ????
your system does not tell you that you already processed my payment ???
This has been truly eye opening to what kind of business you guys are running over there.
The customer should always come first.
I placed a call asking for help in time of need and I have been treated like trash.
April 30, 2020
***
*** Ave. Apt ***
Miami, FL XXXXX
Re: Revdex.com Case No.: XXXXXXXX
Santander Account No.: ***
Dear Mr.:
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 for allowing us the opportunity to address your concerns.
We regret to learn that you did not accept our previous response. Our customer's concerns are of the utmost importance to us and we appreciate your feedback regarding this matter.
As stated in our previous response, the Autopay payment is an automatic withdrawal based on your payment due date and at any time could be cancelled or edited through your online profile at MyAccount. We do apologize you were not advised of this matter during the process of receiving assistance.
On April 2, 2020, contact was made with our office regarding an Autopay payment withdrawn from your financial institution on March 28, 2020 in the amount of $332.50. It was explained that Autopay was not disabled as intended, which caused a payment to be drafted. The Customer Service Representative apologized and explained the fastest way in order to get a refund, would be to contact your financial institution and process a dispute or we can process a refund on our end.
Per your complaint, contact was made with your financial institution and due to the prior recurring payments made on the account your financial institution was unable to reverse the payment.
In an effort to assist you, we offered a refund however in order to proceed proof of a running bank statement confirming the payment has cleared was required. Unfortunately, the documents were never received. The account has been advance to indicate a due date of May 28, 2020.
Please note we will gladly review this matter further regarding any overdraft fees accessed during this time. You may provide a running bank statement showing the overdraft fees and send your documentation through the Revdex.com portal. Once received we will review and respond accordingly. Unfortunately, we cannot guarantee any overdraft fees will be refunded.
Our Executive Office Department attempted to contact you on April 15, 2020, April 20, 2020 and on April 23, 2020, to help resolve your concerns regarding your account. Unfortunately, our Executive Office Department was unable to make contact.
We do apologize, for the level of service provided during this time. Please send in the required documents as requested for us to review further in an attempt to resolve this matter.
Enclosed is a copy of the Payment History.
We apologize for any inconvenience this has caused. Thank you again for allowing us to address your concerns. If further assistance is needed you make contact us directly at (XXX) XXX.***.
Sincerely,
SANTANDER CONSUMER USA INC.
Enclosures
On 3/27 called to request deferment for 1 month, which was approved. Then 4 days later my account was charged the full amount of my car note.
on 3/27 I placed a call to Santander and explained that I was requesting a deferment of payment for 1 month due to the situation with the virus. I was approved so I would not have to make the payment and it would be placed on the back of the loan. I received the paper work that day which I signed electronically and was then told I would not have to make a payment until April 30. On April 1st I was charged $332.00 I called to find out what happened and was told "sorry we cannot do anything we can process a refund but may take up to 5-10 days. I cannot pay my rent now. I called my bank to dispute the transaction but because I have made the same payment for years on the same day the bank was unable to reverse the charge because they would then have to challenge all the transactions I have made for my car note for the past 4 years.
I understand that the loan i have with Santander is a legal contract to make a payment every month until the loan is satisfied, however due to the situation the entire world is going through it is not right that this company make an arrangement with me, have me sign legal paper work, and then turn around and decide to charge me any ways. I do not know how this can be corrected. Or what is the best course of action in this case. It is not morally correct for a company that i have been loyal to never missed a payment, never been late on a payment to do this to a person even after they have called and pleaded for help because of the situation going on in the world. Shame on Santander for not following through with their word. If it was the other way around i would be charged a late fee, I would have people calling me at all times of the night wanting to know why i did not fulfill my end of the agreement. But what am I supposed to do ???
April 16, 2020
***
*** Ave. Apt ***
Miami, FL 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 the above-referenced Santander Consumer USA Inc. (Santander) 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 that you experienced during these times. Our customer's concerns are of the utmost importance to us and we appreciate your feedback regarding this matter.
Our records indicate that on March 27, 2020, contact was made with our Customer Service Department, where a 1 month extension was submitted and upon receiving the requested documents, the extension was granted and approved on March 28, 2020.
Upon review, on March 28, 2020, we received a payment in the amount of $332.50, due to a recurring payment (Autopay).
On April 2, 2020, contact was made with our office regarding an Autopay payment withdrawn from your financial institution. It was explained that Autopay was not disabled as intended, which caused a payment to be drafted. The Customer Service Representative explained the fastest way in order to get a refund, would be to contact your financial institution and process a dispute or we can process a refund on our end.
Per your complaint, contact was made with your financial institution and due to the prior recurring payments made on the account your financial institution was unable to reverse the payment.
Please note, the Autopay payment is an automatic withdrawal based on your payment due date and at any time could be cancelled or edited through your online profile at MyAccount.
In an effort to assist you, a refund can be processed with proof of a running bank statement confirming the payment has cleared. Please note, the account has been advanced to indicate a due date of May 28, 2020, or if a refund is processed the next due date will indicate as April 28, 2020. If you wish to proceed with a refund, you *** provide your bank statement through the Revdex.com portal.
Enclosed is a copy of the Payment History.
We apologize for any inconvenience this has caused. Thank you again for allowing us to address your concerns. If further assistance is needed you make contact us directly at (XXX) XXX.***.
Sincerely,
SANTANDER CONSUMER USA INC.
Enclosures
(The consumer indicated he/she DID NOT accept the response from the business.)
Your letter iwth response basically states the exact same thing I wrote. What you fail to mention is that your customer service representatives fail to explain that the auto pay has to be disabled on the customers end. The solution you have offered is the same solution offered by the rep. As I explained to you because of the payment history I have with you guys the bank WILL NOT reverse the payment because the same payment has been made for years with no fail.
Your inability and failure to monitor your representatives actions caused that my account would go into negative and incur overdraft fees.
Tell me, what is the point of requesting a refund from you which can take up to 10 days if by the time I get my money back it will only cause the account to stay on the negative because of the fess incurred after the fact???
are you going to refund me the rest of the fees the other transactions after caused because I didnt have enought money to cover other expenses due to the money being taken out of my account on your end.
You guys managed this situation terribly. Your customer service representatives are not fully trained if they cant even mention to turn off the auto pay, that defeats the whole purpose of me making the call.
"Please note, the Autopay payment is an automatic withdrawal based on your payment due date and at any time could be cancelled or edited through your online profile at MyAccount." - A LITTLE TOO LATE for this advice dont you think ??
And now you want me to provide a bank statement stating the payment has cleared ???
are you kidding me ????
your system does not tell you that you already processed my payment ???
This has been truly eye opening to what kind of business you guys are running over there.
The customer should always come first.
I placed a call asking for help in time of need and I have been treated like trash.
April 30, 2020
***
*** Ave. Apt ***
Miami, FL XXXXX
Re: Revdex.com Case No.: XXXXXXXX
Santander Account No.: ***
Dear Mr.:
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 for allowing us the opportunity to address your concerns.
We regret to learn that you did not accept our previous response. Our customer's concerns are of the utmost importance to us and we appreciate your feedback regarding this matter.
As stated in our previous response, the Autopay payment is an automatic withdrawal based on your payment due date and at any time could be cancelled or edited through your online profile at MyAccount. We do apologize you were not advised of this matter during the process of receiving assistance.
On April 2, 2020, contact was made with our office regarding an Autopay payment withdrawn from your financial institution on March 28, 2020 in the amount of $332.50. It was explained that Autopay was not disabled as intended, which caused a payment to be drafted. The Customer Service Representative apologized and explained the fastest way in order to get a refund, would be to contact your financial institution and process a dispute or we can process a refund on our end.
Per your complaint, contact was made with your financial institution and due to the prior recurring payments made on the account your financial institution was unable to reverse the payment.
In an effort to assist you, we offered a refund however in order to proceed proof of a running bank statement confirming the payment has cleared was required. Unfortunately, the documents were never received. The account has been advance to indicate a due date of May 28, 2020.
Please note we will gladly review this matter further regarding any overdraft fees accessed during this time. You may provide a running bank statement showing the overdraft fees and send your documentation through the Revdex.com portal. Once received we will review and respond accordingly. Unfortunately, we cannot guarantee any overdraft fees will be refunded.
Our Executive Office Department attempted to contact you on April 15, 2020, April 20, 2020 and on April 23, 2020, to help resolve your concerns regarding your account. Unfortunately, our Executive Office Department was unable to make contact.
We do apologize, for the level of service provided during this time. Please send in the required documents as requested for us to review further in an attempt to resolve this matter.
Enclosed is a copy of the Payment History.
We apologize for any inconvenience this has caused. Thank you again for allowing us to address your concerns. If further assistance is needed you make contact us directly at (XXX) XXX.***.
Sincerely,
SANTANDER CONSUMER USA INC.
Enclosures
I paid my bill to get my vehicle back from a repossession and was since unable to retrieve it. Santander expects for me to pay for it still.
I have just paid 1200$ to get my car back which I was unable to and expects me to keep paying for a product I have no access to. All the while ignoring any means of attempt at contact. The phone number they provide says it's large call volume when it is clearly not the case as they do not have open lines 24/7, my attempts to reach them through email has gone unanswered, and the only lead I had: through their Facebook was ignored as well. I cannot keep going to my job through lyft consistently with this outbreak as it puts me at risk with the virus and with my asthma I know I would not survive that. I am not life insured and I cannot continue paying for an item I do not possess especially as I've been laid off from my old job because of the coronavirus and just started a new one. At this point I could consider this robbery as Santander has my vehicle and is still forcing payments just so that it doesn't get moved from where it is presently.
Until the virus is done shutting everything down I want either my car or my payment back with a reprieve from further payments until it makes sense to make payments again. i.e until I have an opportunity to retrieve my vehicle from the lot it is stuck at
April 14, 2020
***
XXXXX *** Way
Elk Grove, CA XXXXX
Re: Revdex.com Complaint Number: XXXXXXXX
Santander Account Number: ***
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.
We are aware of the current events that may be affecting our customers, and regret any inconvenience you may have experienced during these difficult times. We are currently experiencing a significantly higher call volume than usual, and regret any inconvenience you may have experienced when attempting to obtain more information about the redemption of your 2014 Nissan Sentra (Vehicle) or your account. Our customers concerns and experiences are of the utmost importance to us, and we appreciate your feedback regarding this matter.
Our records indicate we received a payment for $1,200.00, on March 19, 2020, to redeem the Vehicle from the repossession that took place on March 19, 2020.
On March 29, 2020, you spoke with our Social Media Department and they attempted to assist you in the redemption of the Vehicle. Unfortunately, the repossession lot is closed due to the current natural disaster and we are unable to assist in the redemption of the Vehicle at this time.
In an effort to assist you, we can refund your payment of $1,200.00 made on March 19, 2020. In order to refund the payment we will need a written request and a running bank statement showing the payments have cleared. You may submit your refund request along with the bank statement through the Revdex.com portal.
We have placed a hold on the Vehicle to not sell until the repossession lot is open. Once the repossession lot opens, you may submit the payment of $1,200.00 again to redeem the Vehicle at that time.
Please be advised, monthly payments are still due and you are still responsible to keep the account current, however, if assistance is needed you may contact us at the number below to discuss assistance options.
Thank you again for allowing us the opportunity to address your concerns. If you have further questions, please contact our Customer Service Department at (XXX) XXX.4227.
Sincerely,
SANTANDER CONSUMER USA INC.
I paid my bill to get my vehicle back from a repossession and was since unable to retrieve it. Santander expects for me to pay for it still.
I have just paid 1200$ to get my car back which I was unable to and expects me to keep paying for a product I have no access to. All the while ignoring any means of attempt at contact. The phone number they provide says it's large call volume when it is clearly not the case as they do not have open lines 24/7, my attempts to reach them through email has gone unanswered, and the only lead I had: through their Facebook was ignored as well. I cannot keep going to my job through lyft consistently with this outbreak as it puts me at risk with the virus and with my asthma I know I would not survive that. I am not life insured and I cannot continue paying for an item I do not possess especially as I've been laid off from my old job because of the coronavirus and just started a new one. At this point I could consider this robbery as Santander has my vehicle and is still forcing payments just so that it doesn't get moved from where it is presently.
Until the virus is done shutting everything down I want either my car or my payment back with a reprieve from further payments until it makes sense to make payments again. i.e until I have an opportunity to retrieve my vehicle from the lot it is stuck at
April 14, 2020
***
XXXXX *** Way
Elk Grove, CA XXXXX
Re: Revdex.com Complaint Number: XXXXXXXX
Santander Account Number: ***
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.
We are aware of the current events that may be affecting our customers, and regret any inconvenience you may have experienced during these difficult times. We are currently experiencing a significantly higher call volume than usual, and regret any inconvenience you may have experienced when attempting to obtain more information about the redemption of your 2014 Nissan Sentra (Vehicle) or your account. Our customers concerns and experiences are of the utmost importance to us, and we appreciate your feedback regarding this matter.
Our records indicate we received a payment for $1,200.00, on March 19, 2020, to redeem the Vehicle from the repossession that took place on March 19, 2020.
On March 29, 2020, you spoke with our Social Media Department and they attempted to assist you in the redemption of the Vehicle. Unfortunately, the repossession lot is closed due to the current natural disaster and we are unable to assist in the redemption of the Vehicle at this time.
In an effort to assist you, we can refund your payment of $1,200.00 made on March 19, 2020. In order to refund the payment we will need a written request and a running bank statement showing the payments have cleared. You may submit your refund request along with the bank statement through the Revdex.com portal.
We have placed a hold on the Vehicle to not sell until the repossession lot is open. Once the repossession lot opens, you may submit the payment of $1,200.00 again to redeem the Vehicle at that time.
Please be advised, monthly payments are still due and you are still responsible to keep the account current, however, if assistance is needed you may contact us at the number below to discuss assistance options.
Thank you again for allowing us the opportunity to address your concerns. If you have further questions, please contact our Customer Service Department at (XXX) XXX.4227.
Sincerely,
SANTANDER CONSUMER USA INC.
terrible customer service and they keep trying to take unauthorized payments.they have attempted to take a monthly payment 3 times within a week. have been unable to contact them directly and have created a financial and banking nightmare. numerous calls to my bank and . stop payment fee. and yet they continue to attempt to take multiple payments out.
terrible customer service and they keep trying to take unauthorized payments.they have attempted to take a monthly payment 3 times within a week. have been unable to contact them directly and have created a financial and banking nightmare. numerous calls to my bank and . stop payment fee. and yet they continue to attempt to take multiple payments out.
Payment deduction after loan closed. Cannot get in contact with anyone.
My loan was closed and paid off on 3/18/20. On 3/30/20 a payment of $608.18 was deducted from my account. This caused my account to be overdrawn which has put me and my family in a difficult position, especially with COVID19 crisis. I tried calling but my account info is not recognized in automated system and automated system will not put me in contact with live person. I sent over 12 messages this morning and early afternoon, as this is the only way I can contact them and there is no response.
My account number is XXXXXXX
I expect an expedited refund.
April 13, 2020
***
*** XXXXX
Re: Revdex.com Case Number: 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.
Our records show that your account was paid in full on March 18, 2020 and now indicates a zero balance. Our records further show that a payment of $608.18 was made online on March 27, 2020 after the account was paid in full.
Additionally, our records show that on April 7, 2020, we issued a refund check to the address above in the amount of $608.18. Further note, we issued an overage refund from the payoff via debit card in the amount of $233.94, which was also mailed to the address above.
In reference to messages submitted with no response, our Executive Office did make multiple attempts to contact you via telephone with no success.
We are aware of the current events that *** be affecting our customers, and regret any inconvenience you *** have experienced during these difficult times. Additionally, we are currently experiencing a significantly higher inbound volume of messages than usual, and regret any inconvenience you *** have experienced when attempting to obtain a refund.
Thank you again for allowing us the opportunity to address your concerns. If further assistance is needed regarding an extension, please contact us directly at (XXX) XXX.4227.
Sincerely,
SANTANDER CONSUMER USA INC.
(The consumer indicated he/she DID NOT accept the response from the business.)
I am unable to directly call back Santander as they no longer recognize my account. This issue needs to be fixed on their phone number or give me a different number to call back.
I have also incurred $120 in overdraft fees on my account in the interim waiting for my check. To date, I have only received a $608.18 check that just cleared in my account today. Santander should also reimburse me for my overdraft fees that were incurred during the delay.
April 27, 2020
***
*** XXXXX
Re: Revdex.com Case Number: XXXXXXXX
Santander Account Number: ***
Dear Ms.:
We have received your most recent 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 additional concerns.
As stated in our previous response, our records show that a payment of $608.18 was paid on March 27, 2020 after the account was paid in full.
Our records further show that you spoke to an agent on April 16, 2020 and were advised that the payment was not canceled by you after to the payoff, therefore this is not a Santander error and we are unable to reimburse the overdraft fees.
Further note, you should receive the overage refund from the payoff via debit card in the amount of $233.94 soon. We attempted to reach you on April 20 and April 21, 2020 through our Executive Office but we were unable to make contact with you.
Thank you again for allowing us the opportunity to address your additional concerns. Sincerely,
SANTANDER CONSUMER USA INC.
Cany get a hold of anyone.. they took 2 payments on one month.... and I talk or chat and they are not returning my emails
1st, we put through a loan payment online and I have been watching and waiting for it to come out of our checking but nothing! I looked at our loan acct online and I can see there was an issue but no one contacted us, not even an email. I have been trying to call them but..
2nd, Customer service line does not let you physically or virtually hold; just hangs up after a message stating they are having a high call volume.
Santander Consumer USA has been nothing short of a nightmare to work with. Not only is their online portal impossible to use but their customer service through the phone is non existent. If you like waiting on the phone for 159 calls before you. I at first wanted to sell my car but I was told I must pay my loan off and they would send me the pink slip and that was the only way. I attempted to pay my car loan off and called to verify they received my check. They said yes, that I would need to call back in a few days to discuss how to proceed. Few days later...Well now I have no account anymore, they will not connect me without this information. My check is cashed but now you will not talk to me to verify if you mailed my pink slip. Just the worst experience I have ever had in dealing with a company, Terrible!!!
Payment deduction after loan closed. Cannot get in contact with anyone.
My loan was closed and paid off on 3/18/20. On 3/30/20 a payment of $608.18 was deducted from my account. This caused my account to be overdrawn which has put me and my family in a difficult position, especially with COVID19 crisis. I tried calling but my account info is not recognized in automated system and automated system will not put me in contact with live person. I sent over 12 messages this morning and early afternoon, as this is the only way I can contact them and there is no response.
My account number is XXXXXXX
I expect an expedited refund.
April 13, 2020
***
*** XXXXX
Re: Revdex.com Case Number: 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.
Our records show that your account was paid in full on March 18, 2020 and now indicates a zero balance. Our records further show that a payment of $608.18 was made online on March 27, 2020 after the account was paid in full.
Additionally, our records show that on April 7, 2020, we issued a refund check to the address above in the amount of $608.18. Further note, we issued an overage refund from the payoff via debit card in the amount of $233.94, which was also mailed to the address above.
In reference to messages submitted with no response, our Executive Office did make multiple attempts to contact you via telephone with no success.
We are aware of the current events that *** be affecting our customers, and regret any inconvenience you *** have experienced during these difficult times. Additionally, we are currently experiencing a significantly higher inbound volume of messages than usual, and regret any inconvenience you *** have experienced when attempting to obtain a refund.
Thank you again for allowing us the opportunity to address your concerns. If further assistance is needed regarding an extension, please contact us directly at (XXX) XXX.4227.
Sincerely,
SANTANDER CONSUMER USA INC.
(The consumer indicated he/she DID NOT accept the response from the business.)
I am unable to directly call back Santander as they no longer recognize my account. This issue needs to be fixed on their phone number or give me a different number to call back.
I have also incurred $120 in overdraft fees on my account in the interim waiting for my check. To date, I have only received a $608.18 check that just cleared in my account today. Santander should also reimburse me for my overdraft fees that were incurred during the delay.
April 27, 2020
***
*** XXXXX
Re: Revdex.com Case Number: XXXXXXXX
Santander Account Number: ***
Dear Ms.:
We have received your most recent 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 additional concerns.
As stated in our previous response, our records show that a payment of $608.18 was paid on March 27, 2020 after the account was paid in full.
Our records further show that you spoke to an agent on April 16, 2020 and were advised that the payment was not canceled by you after to the payoff, therefore this is not a Santander error and we are unable to reimburse the overdraft fees.
Further note, you should receive the overage refund from the payoff via debit card in the amount of $233.94 soon. We attempted to reach you on April 20 and April 21, 2020 through our Executive Office but we were unable to make contact with you.
Thank you again for allowing us the opportunity to address your additional concerns. Sincerely,
SANTANDER CONSUMER USA INC.
Cany get a hold of anyone.. they took 2 payments on one month.... and I talk or chat and they are not returning my emails