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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+1 (214) 237-2421 |
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www.roadloans.com
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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!!!
Pay off amount is changing every day its supposed to be good for a certain amount of time.
Everyday I am being charged a 1 to $2 fee of interest. Every day my payoff amount changes yet its supposed to be good for 10 days this started the pandemic. I've never seen my interest rate jump like this. I've try to reach out to the company for 2 weeks concerning my issues however they aren't accepting calls from customers. I have reached out to them on Instagram and on Facebook I have only received one response from someone stating they will contact me, and of course. No one ever did.
I am seeking to understand why!! I want to understand why is my interest or pay off amount changing every day. And I'm current! Im not behind on any payment. Yet the pay off amounts is different. Changing every day!! Why is this now happening? It has never happened before. I would like for someone to contact me!!! t I have tried for 2 weeks. We are in a middle of a pandemic. I can't understand why they are lacking in their customer service.
April 10, 2020
***
*** W *** Dr ***
*** FL XXXXX
Re: Revdex.com Complaint 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 regret to learn about your experience while attempting to understand why your payoff quote changes daily. Our customers' concerns are of the utmost importance to us and we appreciate your feedback.
Our records show that on July 28, 2012, you entered into a Retail Installment Sale Contract (Contract) with Hampton Automotive Group, Inc. (Dealership), in connection with the purchase of a 2006 Chevrolet HR (Vehicle). The amount financed was $11,066.45 at annual percentage rate (APR) of 22.15%. The payment schedule called for 72 monthly payments in the amount of $278.87 each, beginning on August 27, 2012. This Contract was assigned to Santander.
In the agreed upon Contract, it shows that the account is calculated using the Simple Interest Method. This means the balance accrues interest on a daily basis. Please see page 2 of the Contract, Section 1 (one) titled, "Finance Charge and Payments", for further explanation on how we calculate your daily per diem.
As of the date of this correspondence, the account is current, and due for April 25, 2020 payment. The daily per diem amount is $1.09 and the payoff quote is a 15-day payoff quote determined based on the date you obtain the quote. The payoff quote will change at a per diem rate of $1.09 (unless the balance is reduced which will reduce the daily per diem) every additional day you run the payoff quote. Further note, our records show on April 8, 2020 you requested a payoff quote online and were provided a 15 day quote in the amount of $2,255.27 that is good through April 22, 2020.
Concerning your complaint about not receiving a call back, our records show your Live Chat you submitted on March 23, 2020, and March 26, 2020 were responded to and that an explanation was provided to you. Furthermore, we show on March 30, 2020 and March 31, 2020 you called and spoke with our Executive Office, and they provided you an explanation on how your Contract accumulated interest on a daily basis.
Enclosed is a copy of your Contract.
We apologize you feel that you did not receive a sufficient explanation regarding your payoff quote.
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.
Enclosure
Called to see if they could work with me on my loan
I have been laid off due to COVID-19
I was told there was nothing they could do
I explained my situation and they sorry
But nothing we can do
I can not believe this
I sold a vehicle that was financed through Santander. They cashed the gap insurance check. They told me they never received it. So I contact the company that sent the check and they emailed me a copy of the check. Showing it was cashed Oct 8, 2019. I called back to inform them I was given the info. They said " oh okay I see it now, we will process it and send it out as soon as it's ready" whatever that means. I called back 5 times after that checking. They gave me the same answer. The last time a lady told me she would send a note to the manager and let her know it's taking a long time. Here we are in April, tomorrow. 6 months later. And still haven't sent the check. Now I have another car with them financed 28k and I've paid 8k in one year on the car and guess how much I still owe? 26k!!!!! I was so confused how that is even possible. A home leader told me Santander is one of the worst companies to finance through. I'm sick. It makes me physically sick how they do business. Please if you're reading this. Please DO NOT finance through them. I wish I would have read about them before using them not once but twice.
Called to see if they could work with me on my loan
I have been laid off due to COVID-19
I was told there was nothing they could do
I explained my situation and they sorry
But nothing we can do
I can not believe this
I sold a vehicle that was financed through Santander. They cashed the gap insurance check. They told me they never received it. So I contact the company that sent the check and they emailed me a copy of the check. Showing it was cashed Oct 8, 2019. I called back to inform them I was given the info. They said " oh okay I see it now, we will process it and send it out as soon as it's ready" whatever that means. I called back 5 times after that checking. They gave me the same answer. The last time a lady told me she would send a note to the manager and let her know it's taking a long time. Here we are in April, tomorrow. 6 months later. And still haven't sent the check. Now I have another car with them financed 28k and I've paid 8k in one year on the car and guess how much I still owe? 26k!!!!! I was so confused how that is even possible. A home leader told me Santander is one of the worst companies to finance through. I'm sick. It makes me physically sick how they do business. Please if you're reading this. Please DO NOT finance through them. I wish I would have read about them before using them not once but twice.
Pay off amount is changing every day its supposed to be good for a certain amount of time.
Everyday I am being charged a 1 to $2 fee of interest. Every day my payoff amount changes yet its supposed to be good for 10 days this started the pandemic. I've never seen my interest rate jump like this. I've try to reach out to the company for 2 weeks concerning my issues however they aren't accepting calls from customers. I have reached out to them on Instagram and on Facebook I have only received one response from someone stating they will contact me, and of course. No one ever did.
I am seeking to understand why!! I want to understand why is my interest or pay off amount changing every day. And I'm current! Im not behind on any payment. Yet the pay off amounts is different. Changing every day!! Why is this now happening? It has never happened before. I would like for someone to contact me!!! t I have tried for 2 weeks. We are in a middle of a pandemic. I can't understand why they are lacking in their customer service.
April 10, 2020
***
*** W *** Dr ***
*** FL XXXXX
Re: Revdex.com Complaint 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 regret to learn about your experience while attempting to understand why your payoff quote changes daily. Our customers' concerns are of the utmost importance to us and we appreciate your feedback.
Our records show that on July 28, 2012, you entered into a Retail Installment Sale Contract (Contract) with Hampton Automotive Group, Inc. (Dealership), in connection with the purchase of a 2006 Chevrolet HR (Vehicle). The amount financed was $11,066.45 at annual percentage rate (APR) of 22.15%. The payment schedule called for 72 monthly payments in the amount of $278.87 each, beginning on August 27, 2012. This Contract was assigned to Santander.
In the agreed upon Contract, it shows that the account is calculated using the Simple Interest Method. This means the balance accrues interest on a daily basis. Please see page 2 of the Contract, Section 1 (one) titled, "Finance Charge and Payments", for further explanation on how we calculate your daily per diem.
As of the date of this correspondence, the account is current, and due for April 25, 2020 payment. The daily per diem amount is $1.09 and the payoff quote is a 15-day payoff quote determined based on the date you obtain the quote. The payoff quote will change at a per diem rate of $1.09 (unless the balance is reduced which will reduce the daily per diem) every additional day you run the payoff quote. Further note, our records show on April 8, 2020 you requested a payoff quote online and were provided a 15 day quote in the amount of $2,255.27 that is good through April 22, 2020.
Concerning your complaint about not receiving a call back, our records show your Live Chat you submitted on March 23, 2020, and March 26, 2020 were responded to and that an explanation was provided to you. Furthermore, we show on March 30, 2020 and March 31, 2020 you called and spoke with our Executive Office, and they provided you an explanation on how your Contract accumulated interest on a daily basis.
Enclosed is a copy of your Contract.
We apologize you feel that you did not receive a sufficient explanation regarding your payoff quote.
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.
Enclosure
MY ACCOUNT IS SHOWING ACTIVE & CURRENT WITH THIS COMPANY WHEN MY VEHICLE WAS DEEMED A TOTAL LOSS & I NO LONGER HAVE POSSESSION OF THE VEHICLE
IN 2018 I PURCHASED THE VEHICLE FROM CENTRAL HOUSTON NISSAN AS I TRADED IN MY OLD NISSAN ALTIMA. WHEN TALKING WITH THE DEALERSHIP WE WENT OVER ALL ADDITIONAL COVERAGE'S & GAP WAS DEFINITELY ONE I ACCEPTED. ONCE MY VEHICLE WAS DEEMED A TOTAL LOSS THE OTHER PERSON'S INSURANCE PAID THEIR PART & THE REST SHOULD HAVE BEEN PAID BY GAP INSURANCE. I SHOULD NO LONGER HAVE A BALANCE. I NO LONGER HAVE POSSESSION OF THE VEHICLE SO THERE IS NO REASON I SHOULD STILL BE RESPONSIBLE. I DEMAND THE BUSINESS REMOVE THE NEGATIVE REPORT AGAINST MY SSN AT ANY CREDIT REPORTING AGENCY, INCLUDING BUT NOT LIMITED TO TRANSUNION,EQUIFAX & EXPERIAN.
I DEMAND THE BUSINESS REMOVE THE NEGATIVE REPORT AGAINST MY SSN AT ANY CREDIT REPORTING AGENCY, INCLUDING BUT NOT LIMITED TO TRANSUNION,EQUIFAX & EXPERIAN.
April 3, 2020
***
*** LN
Houston, TX XXXXX
Re: Revdex.com Complaint 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 on August 18, 2018, you entered into a Retail Installment Sale Contract (Contract) with Stadium Motorcars, LLC (Dealership), in connection with the purchase of a 2018 Nissan Rogue (Vehicle). The amount financed was $38,406.85 at annual percentage rate (APR) of 18.00%. The payment schedule called for 72 monthly payments in the amount of $882.45 each, beginning on October 2, 2018. This Contract was assigned to Santander.
We refer you to Page 1 of the Contract under the section titled, "Optional Insurance Coverage and Debt Cancellation Agreement". Under the line for Guaranteed Asset Protection (GAP) there is a listing of N/A. It appears that GAP coverage was not purchased from the Dealership at the time you signed the Contract. If you purchased a GAP policy separately, please forward the documentation to us through the Revdex.com so that we can further review the matter.
After a review of your account, our records indicate that on or about November 10, 2019 your Vehicle was deemed a total loss. On that date the principal account balance was $36,444.54, not including accrued interest or fees, if any. Please be advised, Santander has no control over what amounts, if any, an insurance provider will pay for damages caused by an accident.
The enclosed payment history show that we received a total loss insurance check in the amount of $20,684.58 which was posted effective to the date of the loss, November 10, 2019.
The payment history also shows that on December 13, 2019, we received a check in the amount of $1,770.00 from Central Houston. On January 15, 2020, we received another check in the amount of $1,770.00 from Nissan Extended Services North America (Warranty). After the checks were applied to the account, there was a remaining balance of $12,458.55.
Our records do not indicate that any claim was filed with your existing insurance company, if any. Please review the coverage you had on the Vehicle to determine if an additional claim could be filed which would reduce the account balance.
Please be advised, on November 10, 2019, a second total loss check in the amount of $14,302.19 was applied to your account, in error. Our Accounting Department has removed the incorrect total loss check to correct your balance as of April 3, 2020. Please note that the customer is responsible to continue to make payments until the account balance has been paid in full.
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 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 February 29, 2020, we advised the agencies that the account was current with a balance of $12,881.00. The account's prior reporting history has no reported delinquencies.
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 is a copy of your Contract, Payment History, Warranty and Theft Protection Plan.
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
MY ACCOUNT IS SHOWING ACTIVE & CURRENT WITH THIS COMPANY WHEN MY VEHICLE WAS DEEMED A TOTAL LOSS & I NO LONGER HAVE POSSESSION OF THE VEHICLE
IN 2018 I PURCHASED THE VEHICLE FROM CENTRAL HOUSTON NISSAN AS I TRADED IN MY OLD NISSAN ALTIMA. WHEN TALKING WITH THE DEALERSHIP WE WENT OVER ALL ADDITIONAL COVERAGE'S & GAP WAS DEFINITELY ONE I ACCEPTED. ONCE MY VEHICLE WAS DEEMED A TOTAL LOSS THE OTHER PERSON'S INSURANCE PAID THEIR PART & THE REST SHOULD HAVE BEEN PAID BY GAP INSURANCE. I SHOULD NO LONGER HAVE A BALANCE. I NO LONGER HAVE POSSESSION OF THE VEHICLE SO THERE IS NO REASON I SHOULD STILL BE RESPONSIBLE. I DEMAND THE BUSINESS REMOVE THE NEGATIVE REPORT AGAINST MY SSN AT ANY CREDIT REPORTING AGENCY, INCLUDING BUT NOT LIMITED TO TRANSUNION,EQUIFAX & EXPERIAN.
I DEMAND THE BUSINESS REMOVE THE NEGATIVE REPORT AGAINST MY SSN AT ANY CREDIT REPORTING AGENCY, INCLUDING BUT NOT LIMITED TO TRANSUNION,EQUIFAX & EXPERIAN.
April 3, 2020
***
*** LN
Houston, TX XXXXX
Re: Revdex.com Complaint 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 on August 18, 2018, you entered into a Retail Installment Sale Contract (Contract) with Stadium Motorcars, LLC (Dealership), in connection with the purchase of a 2018 Nissan Rogue (Vehicle). The amount financed was $38,406.85 at annual percentage rate (APR) of 18.00%. The payment schedule called for 72 monthly payments in the amount of $882.45 each, beginning on October 2, 2018. This Contract was assigned to Santander.
We refer you to Page 1 of the Contract under the section titled, "Optional Insurance Coverage and Debt Cancellation Agreement". Under the line for Guaranteed Asset Protection (GAP) there is a listing of N/A. It appears that GAP coverage was not purchased from the Dealership at the time you signed the Contract. If you purchased a GAP policy separately, please forward the documentation to us through the Revdex.com so that we can further review the matter.
After a review of your account, our records indicate that on or about November 10, 2019 your Vehicle was deemed a total loss. On that date the principal account balance was $36,444.54, not including accrued interest or fees, if any. Please be advised, Santander has no control over what amounts, if any, an insurance provider will pay for damages caused by an accident.
The enclosed payment history show that we received a total loss insurance check in the amount of $20,684.58 which was posted effective to the date of the loss, November 10, 2019.
The payment history also shows that on December 13, 2019, we received a check in the amount of $1,770.00 from Central Houston. On January 15, 2020, we received another check in the amount of $1,770.00 from Nissan Extended Services North America (Warranty). After the checks were applied to the account, there was a remaining balance of $12,458.55.
Our records do not indicate that any claim was filed with your existing insurance company, if any. Please review the coverage you had on the Vehicle to determine if an additional claim could be filed which would reduce the account balance.
Please be advised, on November 10, 2019, a second total loss check in the amount of $14,302.19 was applied to your account, in error. Our Accounting Department has removed the incorrect total loss check to correct your balance as of April 3, 2020. Please note that the customer is responsible to continue to make payments until the account balance has been paid in full.
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 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 February 29, 2020, we advised the agencies that the account was current with a balance of $12,881.00. The account's prior reporting history has no reported delinquencies.
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 is a copy of your Contract, Payment History, Warranty and Theft Protection Plan.
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
they recently purchased my account from gateway lending and sent me a bill for the payment, but instead of waiting for my payment(which was not due yet), they had somehow started an autopay without my approval . Saw a pending draft on my checking account which alerted me to check into what was going on, how the heck did they get my checking account #? Is this not illegal? I will not continue business with this company.
they recently purchased my account from gateway lending and sent me a bill for the payment, but instead of waiting for my payment(which was not due yet), they had somehow started an autopay without my approval . Saw a pending draft on my checking account which alerted me to check into what was going on, how the heck did they get my checking account #? Is this not illegal? I will not continue business with this company.
We have had our car repossessed after making payments, we was told that we could not pay bi-weekly on our car loan,which we been doing from day 1 of l
2016 dodge challenger, over the last year I have spoken with over 100 different collection agents. all advising differently. I requested a statement of past due fees and was sent something stating 345.00 in late fees dated 02/2020.
I'm now told that I was sent the wrong statements!! I was told a repo order was on my car 01/2020 and removed 02/2020. They are putting and removing repo orders when ever they want! In addition to advising and speaking with regarding my Bankruptcy , I still sent and made payments. we requested to pay 2500.00 to retrieve my car back and they advised 4700.00 and got mad when I asked were that figure came from. the agent went back to 2018 when I late!
I would like my vehicle back. Chrysler Capital is assisting all customers during this COVID-19 crisis, but refusing to assist me. In addition the phones are dropping everytime I call. We are requesting to pay 2500.00 to get my car and defer the remaining.
April 3, 2019
***
*** Ave.
Saint Louis, MO XXXXX
Re: Revdex.com Case No.: XXXXXXXX
Chrysler Capital Account No.: ***
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.
Our records show that on March 30, 2020 we responded to a similar complaint regarding this matter that was submitted by an authorized 3rd party, *** through the Consumer Financial Protection Bureau (CFPB Complaint No.: ***-XXXXXXX).
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 our assistance programs or your account. Rest assured our customers concerns and experiences are of the utmost importance to us, and we appreciate your feedback.
Please be advised that we have received no documentation with regard to any bankruptcy filing for you. If you have filed for bankruptcy, please send all relevant documents through the Revdex.com and we will forward them to our legal department for review and we can notate your account.
According to our records, on February 11, 2017 you entered into a Retail Installment Sale Contract (Contract) in connection with financing the purchase of a 2016 Dodge Challenger (Vehicle). The amount financed was $27,955.50 at an APR of 16.56%. The payment schedule called for 72 monthly payments in the amount of $619.24 each, beginning March 28, 2017. Chrysler Capital was the assignee of the Contract.
After a thorough 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, in full, 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 were granted, 6 monthly extensions which extended your Contract maturity date. In addition, the account has been assessed 16 late charges for payments not received within 10 days of the payment due date.
In some months, we received no payments or payments for less than the contracted monthly amount, and there were 4 payments returned by your financial institution for non-sufficient funds (NSF).
Regarding the monthly extensions granted on the account, please note that a 2 month extension was processed on September 23, 2017 which extended the August and September 2017 due dates, on May 2, 2018, which extended the March and April 2018 due dates, and on November 28, 2018 which extended the September and October 2018 due dates. Extensions require a recording to be completed in addition to signed documents.
Our records indicate that you completed recordings for all of the aforementioned extensions, and we received signed documents from you (enclosed) acknowledging your agreement to the terms and conditions of receiving the extensions. Please note that interest does not stop accruing during the extension period.
Although you have made bi-weekly payments, you have not kept the account current, and due to the payment assistance and payment pattern, more interest accrued between payments, causing the principal balance to reduce more slowly. If timely payments had been submitted, in accordance with the contracted payment schedule, the account principal balance would be less. The last payment we received posted on March 12, 2020 and was applied to the already past due payment for September 28, 2019.
Our records show that we have sent you all of the legally required notices for the state of Missouri with regard to your right to cure any account default over 10 days. These notices, titled "First Notice of Right to Cure Default" and "Second Notice of Right to Cure Default" (RTC), were sent to the address on file on January 18, 2018 and March 20, 2018 respectively. The RTCs explained that we may exercise our rights under the law, which could include repossession, if the past due account balance is not paid by the due date indicated on the notice. Additionally, the second RTC explicitly states that the customer will not be entitled to another RTC if they fail to make payments on time again, and that they will have no right to cure the account default.
Repossession assignments are placed on accounts when they fall in to a delinquent status, and assignments are removed when accounts are current. If an assignment was removed, then added back on to your account, it means that the account fell in to a delinquent status after it was previously current.
On March 18, 2020 the Vehicle associated with the account was secured for repossession, as allowed per the Contract (See Sections "Default" and "Remedies" on page 2), when the account was 172 days past due for the September 2019 payment. We made numerous attempts to reach you by telephone prior to the repossession regarding the status of your account. The account was no longer eligible to receive billing statements as of September 30, 2019, after it became over 120 days past due; however, a copy of the last billing statement sent to the address on file is enclosed.
After the repossession, we mailed another letter to you titled "Notice of Our Plan to Sell Property" (NOI), dated March 18, 2020, which stated that we would sell the Vehicle sometime after April 1, 2020; however, you could get the Vehicle back if you paid the full amount owed. It also directed you to call us to find out the exact amount you must pay.
A review of the account notations shows that you called us on March 18, 2020 to discuss your options for retrieving the Vehicle. You were advised that your reinstatement request was approved, and that you would need to pay a total of $4,709.22 by April 1, 2020 in order to retrieve the Vehicle. We apologize if you feel the representative you spoke with during this call was unprofessional.
The quoted reinstatement amount includes all late fees assessed to the account, any fees associated with securing the Vehicle, and all past due payments. The $385.00 in late fees referenced in the complaint is also included in this reinstatement amount.
As we have determined that the repossession was valid, we respectfully decline your request to return the Vehicle without payment in the amount of $4,709.22. However, in an effort to assist you, the sale of the Vehicle has been placed on hold until after April 14, 2020.
Additionally, we ask that you call our Reinstatement Department as soon as possible at the phone number provided below to discuss payment options or make arrangements. If the Vehicle is not retrieved by the aforementioned deadline, it may be sold at auction.
Thank you again for allowing us the opportunity to address your concerns. You may contact our Reinstatement Department for assistance directly at (855) 563-5635.
Enclosed are copies of account documents for review.
Sincerely,
CHRYSLER CAPITAL
Enclosures:
Contract
Extension Documents (3)
Notices of Right to Cure Default (2)
Notices of our Plan to Sell Property (1)
Billing Statement (September 2019)
Payment History
We have had our car repossessed after making payments, we was told that we could not pay bi-weekly on our car loan,which we been doing from day 1 of l
2016 dodge challenger, over the last year I have spoken with over 100 different collection agents. all advising differently. I requested a statement of past due fees and was sent something stating 345.00 in late fees dated 02/2020.
I'm now told that I was sent the wrong statements!! I was told a repo order was on my car 01/2020 and removed 02/2020. They are putting and removing repo orders when ever they want! In addition to advising and speaking with regarding my Bankruptcy , I still sent and made payments. we requested to pay 2500.00 to retrieve my car back and they advised 4700.00 and got mad when I asked were that figure came from. the agent went back to 2018 when I late!
I would like my vehicle back. Chrysler Capital is assisting all customers during this COVID-19 crisis, but refusing to assist me. In addition the phones are dropping everytime I call. We are requesting to pay 2500.00 to get my car and defer the remaining.
April 3, 2019
***
*** Ave.
Saint Louis, MO XXXXX
Re: Revdex.com Case No.: XXXXXXXX
Chrysler Capital Account No.: ***
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.
Our records show that on March 30, 2020 we responded to a similar complaint regarding this matter that was submitted by an authorized 3rd party, *** through the Consumer Financial Protection Bureau (CFPB Complaint No.: ***-XXXXXXX).
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 our assistance programs or your account. Rest assured our customers concerns and experiences are of the utmost importance to us, and we appreciate your feedback.
Please be advised that we have received no documentation with regard to any bankruptcy filing for you. If you have filed for bankruptcy, please send all relevant documents through the Revdex.com and we will forward them to our legal department for review and we can notate your account.
According to our records, on February 11, 2017 you entered into a Retail Installment Sale Contract (Contract) in connection with financing the purchase of a 2016 Dodge Challenger (Vehicle). The amount financed was $27,955.50 at an APR of 16.56%. The payment schedule called for 72 monthly payments in the amount of $619.24 each, beginning March 28, 2017. Chrysler Capital was the assignee of the Contract.
After a thorough 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, in full, 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 were granted, 6 monthly extensions which extended your Contract maturity date. In addition, the account has been assessed 16 late charges for payments not received within 10 days of the payment due date.
In some months, we received no payments or payments for less than the contracted monthly amount, and there were 4 payments returned by your financial institution for non-sufficient funds (NSF).
Regarding the monthly extensions granted on the account, please note that a 2 month extension was processed on September 23, 2017 which extended the August and September 2017 due dates, on May 2, 2018, which extended the March and April 2018 due dates, and on November 28, 2018 which extended the September and October 2018 due dates. Extensions require a recording to be completed in addition to signed documents.
Our records indicate that you completed recordings for all of the aforementioned extensions, and we received signed documents from you (enclosed) acknowledging your agreement to the terms and conditions of receiving the extensions. Please note that interest does not stop accruing during the extension period.
Although you have made bi-weekly payments, you have not kept the account current, and due to the payment assistance and payment pattern, more interest accrued between payments, causing the principal balance to reduce more slowly. If timely payments had been submitted, in accordance with the contracted payment schedule, the account principal balance would be less. The last payment we received posted on March 12, 2020 and was applied to the already past due payment for September 28, 2019.
Our records show that we have sent you all of the legally required notices for the state of Missouri with regard to your right to cure any account default over 10 days. These notices, titled "First Notice of Right to Cure Default" and "Second Notice of Right to Cure Default" (RTC), were sent to the address on file on January 18, 2018 and March 20, 2018 respectively. The RTCs explained that we may exercise our rights under the law, which could include repossession, if the past due account balance is not paid by the due date indicated on the notice. Additionally, the second RTC explicitly states that the customer will not be entitled to another RTC if they fail to make payments on time again, and that they will have no right to cure the account default.
Repossession assignments are placed on accounts when they fall in to a delinquent status, and assignments are removed when accounts are current. If an assignment was removed, then added back on to your account, it means that the account fell in to a delinquent status after it was previously current.
On March 18, 2020 the Vehicle associated with the account was secured for repossession, as allowed per the Contract (See Sections "Default" and "Remedies" on page 2), when the account was 172 days past due for the September 2019 payment. We made numerous attempts to reach you by telephone prior to the repossession regarding the status of your account. The account was no longer eligible to receive billing statements as of September 30, 2019, after it became over 120 days past due; however, a copy of the last billing statement sent to the address on file is enclosed.
After the repossession, we mailed another letter to you titled "Notice of Our Plan to Sell Property" (NOI), dated March 18, 2020, which stated that we would sell the Vehicle sometime after April 1, 2020; however, you could get the Vehicle back if you paid the full amount owed. It also directed you to call us to find out the exact amount you must pay.
A review of the account notations shows that you called us on March 18, 2020 to discuss your options for retrieving the Vehicle. You were advised that your reinstatement request was approved, and that you would need to pay a total of $4,709.22 by April 1, 2020 in order to retrieve the Vehicle. We apologize if you feel the representative you spoke with during this call was unprofessional.
The quoted reinstatement amount includes all late fees assessed to the account, any fees associated with securing the Vehicle, and all past due payments. The $385.00 in late fees referenced in the complaint is also included in this reinstatement amount.
As we have determined that the repossession was valid, we respectfully decline your request to return the Vehicle without payment in the amount of $4,709.22. However, in an effort to assist you, the sale of the Vehicle has been placed on hold until after April 14, 2020.
Additionally, we ask that you call our Reinstatement Department as soon as possible at the phone number provided below to discuss payment options or make arrangements. If the Vehicle is not retrieved by the aforementioned deadline, it may be sold at auction.
Thank you again for allowing us the opportunity to address your concerns. You may contact our Reinstatement Department for assistance directly at (855) 563-5635.
Enclosed are copies of account documents for review.
Sincerely,
CHRYSLER CAPITAL
Enclosures:
Contract
Extension Documents (3)
Notices of Right to Cure Default (2)
Notices of our Plan to Sell Property (1)
Billing Statement (September 2019)
Payment History
I received a phone call today about a payment and I called customer service because I was furloughed due to the Coronavirus. I work in hospitality. When I explained this to the customer service representative instead of showing concern or compassion, I was told that my payments can be placed on the back end of my loan instead of Deferring the payments for 60 days. So now they have me accusing even more interest on my loan. Even in a time of strife and people suffering because they cannot work or don't have enough money because of layoffs and shut downs, Santander Consumer USA does not care and wants there money.
My auto loan was recently sold to this company and my experience has been horrible. I've paid an extra $85/month on my auto loan for the past 2 years- when I got the notice that my loan had been sold I also got a bill for $164 due with a due date of December 2020. That doesn't match any payment amount for me so I called the company multiple times and would get disconnected each time I reached a human (3 separate occasions). I used the chat feature and was informed that there's no record of the $164 invoice so I told them I was screenshotting this conversation and ripping up the invoice. There's also no way to update the autopay amount- one rep on the chat feature told me that I would have to come back each month and process a manual payment if I wanted to put more principle towards my loan. Another rep told me I would be receiving a form via email within 24 hours that I would have to fax back- that form never came. I wish my car loan was never sold to this company. I ended up taking money out of savings to pay the loan off in full so I could be done dealing with this nightmare company. I'm closely monitoring my autopay because even though I've canceled it AND paid my car off I don't trust this company.
I received a phone call today about a payment and I called customer service because I was furloughed due to the Coronavirus. I work in hospitality. When I explained this to the customer service representative instead of showing concern or compassion, I was told that my payments can be placed on the back end of my loan instead of Deferring the payments for 60 days. So now they have me accusing even more interest on my loan. Even in a time of strife and people suffering because they cannot work or don't have enough money because of layoffs and shut downs, Santander Consumer USA does not care and wants there money.
My auto loan was recently sold to this company and my experience has been horrible. I've paid an extra $85/month on my auto loan for the past 2 years- when I got the notice that my loan had been sold I also got a bill for $164 due with a due date of December 2020. That doesn't match any payment amount for me so I called the company multiple times and would get disconnected each time I reached a human (3 separate occasions). I used the chat feature and was informed that there's no record of the $164 invoice so I told them I was screenshotting this conversation and ripping up the invoice. There's also no way to update the autopay amount- one rep on the chat feature told me that I would have to come back each month and process a manual payment if I wanted to put more principle towards my loan. Another rep told me I would be receiving a form via email within 24 hours that I would have to fax back- that form never came. I wish my car loan was never sold to this company. I ended up taking money out of savings to pay the loan off in full so I could be done dealing with this nightmare company. I'm closely monitoring my autopay because even though I've canceled it AND paid my car off I don't trust this company.
Santander marked our last three months of payments as late, but they weren't, and they admitted to it and said they would fix it, but never did.
Santander claimed that we were over 90 days late behind on our payments for the last three months, when we have paid on time since January 2017. What they claimed, is that the last three months were late fee payments that they calculated together and put for after the loan was paid off. We contacted transunion, as well as other credit agencies, who said late fee payments cannot be considered as late payments on a car loan. They suggested that we contact Santander for them to fix this. We called multiple times and they agreed and said they would fix it. However, they never did and continued to mark our payments as 90 days late, despite us paying on time every month. Due to this, our credit scores dropped over 30 points hurting us so bad that we were denied car and home loans after qualifying before this happened. They are a shady loan company that does not care about customers and refuses to follow policies set forth by our government.
I want our credit reports fixed as this has truly hurt us when we tried to do the correct thing by going to them repeatedly. And now, especially during this time of uncertainty and more with the coronavirus, they have prevented us from getting help because of their irresponsible behavior. The federal government should shut them down and make them repay us our payments from the last three months for how they have hurt us and ruined us.
April 3, 2020
***
*** Ct.
Saint Peters, MO 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 your Santander Consumer USA Inc. (Santander) account. Thank you for allowing us the opportunity to address your concerns.
We regret any inconvenience that you experienced. Our customer's concerns are of the utmost importance to us and we appreciate your feedback regarding this matter.
Our records indicate that on April 19, 2011, *** (Buyer) and you *** (Co-Buyer) entered into a Retail Installment Contract (Contract) with Absher-Arnold Motors, LLC (Dealership) in connection with the purchase of a 2010 Mazda 6 Series (Vehicle). The amount financed was $18,155.00 at an annual percentage rate of 21.24%. The payment schedule called for 72 monthly payments of $451.97 each, with the first payment due on June 4, 2011. Santander was assignee of the Contract.
Additionally, the account was also granted a Modification Agreement (Modification) on October 20, 2017, which lowered your payments for a 24 month term from $451.97, with the current maturity date of January 24, 2018, to $316.86, with a new maturity date of October 24, 2019. Additionally, the interest rate was lowered from 21.24% to 4%, At that time the principal balance was listed as $7,285.66 and the account was listed as 88 days past due when the modification was granted.
A review of the account indicates on January 13 2020, the account was listed as 50 days past due, Mr. *** made contact with our Customer Service Department, referencing to the late payments reporting to his credit. Due to the exceeded maturity date, the total payoff balance was due of $1,150.52, which was good until January 27, 2020. A payment of $320.52 was received, which reduced the payoff amount. Please note, the account required the full payoff amount to reduce the delinquency on the account.
On February 19, 2020, the account was listed as 87 days past due when Mr. *** made contact with our Customer Service Department, advising the account has never been late for December. The Customer Service Representative, advised him to file a dispute with the credit bureaus, if he felt the information reported was inaccurate.
On February 29, 2020, the account was listed as 97 days past due, during the call Mr. *** requested a copy of the Payment History, which was sent via email.
Per the Retail Installment Contract (Contract) it explains if any amount remains unpaid fifteen days after the final payment due date, we will assess finance charges on the unpaid balance at the Annual Percentage Rate per your contract. Upon review, the account has assessed 59 late fees over the life of the account. Please note, that we do not report late fees to the credit reporting agencies.
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.
Based on the information provided, on March 25, 2020 we submitted an update to the credit reporting agencies to report the account as Paid/Closed at 90 days late on March 20, 2020. Delinquencies report as 1 time 30 days past due, 1 time 60 days past due and 1 time 90 days past due.
Please allow up to 30 days for the update to be indicated on your credit report(s). The update was submitted under AUD: XXXXXXXX number which you *** reference for any contact you *** have with the credit reporting agencies to confirm the update.
Enclosed is a copy of the Contract, Modification and Payment History.
Although we empathize with your current situation, we reviewed the information provided in your complaint and the account and were unable to substantiate your statement that a Customer Service Representative, advised you we would correct the last three months of crediting reporting, however, never did so.
We apologize if you feel you were treated unfairly. Thank you again for allowing us the opportunity to address your concerns. If you need further assistance, you *** contact us directly at X (XXX)XXX.4227.
Sincerely,
SANTANDER CONSUMER USA INC.
Enclosures
They will not credit my account for payments received
Total Loss from accident, USAA sent check for $30,089.13 on 2/25/2020. Called Chrysler Capital to inquire status of payment on 3/4/2020 of which they stated they never received check. Got them on the phone with USAA in a three way call and Chrysler capital rep told USAA that they sent check to wrong address, requested a stop payment and new check be sent via FedEx to address they provided on call. USAA processed stop payment and issued new check on 3/5/2020 via FexEd. On 3/6/2020 Chrysler Capital deposited said check that they never received. New check requested was delivered on 3/6/2020 as requested, which was cashed by Chrysler Capital on 3/12/2020 and to date they have not applied this payment to my account #XXXXXXXX. I called Chrysler Capital 3/16/2020 about USAA check which is showing cleared on 3/12/2020.
Chrysler rep checked and said they received payment, but did not know when they would credit my account. It's not 3/22/2020 and still have not credited to my account, thus preventing me from purchasing another vehicle, faultfinding my credit status, etc...
All payments credited to my account
April 2, 2020
***
XXXXX ***
Spring, TX 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 indicate that the funds for the second total loss check, sent to us by your insurance company USAA, posted to the account on March 10, 2020 ($787.23) and on March 24, 2020 ($29,301.90) for a total of $30,089.13, effective February 16, 2020.
Please be advised that the larger portion of the insurance payment posted after a warranty refund of $275.66 and Guaranteed Asset Protection (GAP) proceeds of $2,177.50 posted on March 20, 2020, leaving a remaining principal balance of $796.75. Please accept our apologies for any delay in the processing of the insurance payment.
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 February 29, 2020, we advised the agencies that the account was current with a balance of $38,017.00, and no reported delinquencies.
Further note, Chrysler Capital regularly reports to the agencies at the end of each calendar month, and you should see the change in the account balance indicated on your credit reports sometime after March 31, 2020.
Enclosed please find a copy of the Payment History, along with an Account Payoff Quote of $797.92, good through April 15, 2020.
We apologize for any inconvenience this matter *** have caused. Thank you for allowing us the opportunity to address your concerns. If further assistance is needed, you *** contact us directly at (XXX) XXX-XXXX.
Sincerely,
CHRYSLER CAPITAL
Enclosures
(The consumer indicated he/she DID NOT accept the response from the business.)
There should not be a balance as I had GAP Insurance and according to GAP, they paid the balance that Chrysler gave them, so Chrysler need to amend GAP Numbers and provide to them for final payment.
April 13, 2020
***
XXXXX ***
Spring, TX XXXXX
Re: Revdex.com Case No.: XXXXXXXX
Chrysler Capital Account No.: ***
Dear Mr.:
We have received your additional complaint, submitted through the Revdex.com (Revdex.com), regarding the above-referenced Chrysler Capital account. Thank you again for allowing us the opportunity to address your concerns.
Please understand that Chrysler Capital does not determine the amount that either the insurance or the Guaranteed Asset Protection (GAP) carrier elects to pay. With regard to the remaining balance on the account, please note that after the total loss insurance proceeds, GAP payment and warranty refund were applied, a total $32,542.29, a principal balance of $796.75 remained.
The GAP insurance policy that you purchased was not administered by Chrysler Capital, rather it was wholly managed by MasterTech. As such, we are unable to provide you with any information about how the final amount paid on the GAP claim was calculated, and respectfully decline to make any changes to the remaining account balance.
We kindly refer you to contact MasterTech to discuss this matter further and receive additional details concerning the amount paid on your GAP policy.
Enclosed please find copies of account documents for your records.
Thank you for allowing us the opportunity to address your concerns. If further assistance is needed, you *** contact us directly at (XXX) XXX-XXXX.
Sincerely,
CHRYSLER CAPITAL
Enclosures
Contract
GAP Contract
They are still refusing to credit funds!!! Almost 60 days since check was received and have been told they would resolve this four times now!! Today once more stated they where only paid $29,301.90 vs the $30,089.13 sent. They are reporting me as past due and refusing to resolve issue. I have spoken to four different people over the past six weeks with each saying they will get this resolved and Nothing!!!
Thanks
*** L ***
XXX-XXX-XXXX
From: Revdex.com
7, 2020
***
XXXXX ***
Spring, TX XXXXX
Re: Revdex.com Case No.: XXXXXXXX
Chrysler Capital Account No.: ***
Dear Mr.:
We have received your most recent complaint, submitted through the Revdex.com (Revdex.com), regarding the above-referenced Chrysler Capital account. Thank you again for allowing us the continued opportunity to address your concerns.
As stated in our previous responses Chrysler Capital does not determine the amount that either the insurance or the Guaranteed Asset Protection (GAP) carrier elects to pay. After the total loss insurance proceeds, GAP payment and warranty refund were applied to your account, a principal balance of $796.75 remained.
A review of the account payment history shows that we received a payoff payment in the amount of $798.26, which posted to the account on *** 3, 2020. Be advised that the account now reflects as closed, and we consider this matter resolved.
Enclosed is a copy of your Payment History reflecting a zero ($0.00) balance.
Thank you for allowing us the opportunity to address your concerns. If further assistance is needed, you *** contact us directly at (XXX) XXX-XXXX.
Sincerely,
CHRYSLER CAPITAL
Enclosure