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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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
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
Santander is reporting incorrectly on my credit report and when I called in they reported I was 56 days past due when I only missed one payment.
I paid my last bill on 1/29/2020 in full and was told that I had repo fees in the amount of about 780$. I called and spoke with them in January to make sure that my account was current because I am trying to catch up on that bill. The representative stated that I was 100% current, and that I would need to pay my repo fees to start paying down the balance on my car. I missed my payment on 2/25/2020 in the amount of $382.11. Which was about 3 weeks ago. When I called today, they told me I was 56 days past due and that I owed for January and February. Every time I call Santander they tell me a different story and the customer service representative was no help! I am tired of calling into this business to be told one thing and call 30 days later and hear something completely different. I've paid so much money into my car and still owe them over 11,000 currently and I am looking into a full inspection of my account from an outside source. Santander harasses me daily or whenever they feel like it about my bill. I have to wait 30 mins plus to speak with a supervisor. If I have to speak with a supervisor my calls are at least 2 hours with this company! I am a single mother and cannot afford for Santander to lie about what I owe. They are taking money from me and saying something different every time I speak to them. They are reporting to Transunion that my last payment was 01/29/2020 and on equifax they are saying that my last payment was 01/01/2020. I made 3 payments in January that came up to $897.22 and I am still 56 days past due.
I need all of my past due balance to be wiped due to how many times I have had to reach out to Santander in the past year. I also would like my calls to be pulled to show the inconsistencies that this company's employees have. I have paid so much money within the last year and I still owe Santander money.
March 30, 2020
Teimarrah ***
*** Rd. SE
*** GA XXXXX
Re: Revdex.com Case No.: XXXXXXXX
Santander Account No.: ***8555
Dear Teimarrah ***:
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 in attempting to resolve your balance concerns. Our customers concerns and experiences are of the utmost importance to us and we appreciate your feedback regarding this matter.
Our records indicate that you entered into a Retail Installment Sale Contract (Contract) on March 27, 2015 with Malcolm *** Hyundai (Dealership) in connection with the purchase of a 2012 Hyundai Elantra (Vehicle). The amount financed was 14,441.49 at an annual percentage rate (APR) of 23.79%. The payment schedule called for 72 monthly payments of $382.11 each month, with the first payment due on *** 11, 2015.
In regard to the total amount paid on the account, we kindly refer you to the Federal Truth-in-Lending Disclosures on Page 1 of the Contract. Under the section titled "Finance Charge", the dollar amount that the credit will cost you, is $13,070.43, plus the "Amount Financed" of $14,441.49, equals the amount paid under the section titled "Total of Payments", which indicates the amount of $27,511.92. This is the amount you would have paid if all payments had been made according to the payment schedule set forth in the Contract.
After a review of the account, we have determined that the reduction of the principal balance is accurate. In the agreed upon auto finance Contract, it shows that the account is calculated using the Simple Interest Method. This means the balance accrues interest on a daily basis and assumes the customer will make their payment on 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.
After a review of the information provided in your complaint we are unable to substantiate your statement that a representative advised you that your account was current in January 2019.
Regarding your statement in reference to you making 3 payments in January 2020, our records show we received 2 payments in January 2020. On January 17, 2020 we received a payment in the amount of $382.11 which went towards November XX XXXX past due payment. In addition, we received a payment on January 29, 2020 in the amount of $382.11 went towards December 25, 2019 past due payment which will show on the enclosed Payment History.
Please note, we contact our customer's in an attempt to help keep their accounts in a good standing and we apologize if you feel you were being treated unprofessionally.
In regard to previous communications with Santander, on March 17, 2020 you spoke with an representative in our Customer Service Department that advised you the account was 52 days past due, therefore you made a payment in the amount of $382.11. In addition you requested to speak to Manager, however, the call was disconnected.
Additionally, on March 26, 2020 you spoke with a representative in our Executive Office regarding the past due balance to which you both came to an understanding once payment history was explained. Furthermore, you explained your hardship at the time, therefore an approved extension was granted in effort to help assist. As of the date of this correspondence the account is current and the next payment due is April 25, 2020.
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.
A review of the information provided to credit reporting agencies on February 29, 2020 we reported your account as 30 days past due with a balance of $12,963.00 prior delinquencies of 20 times 30 days past due and 3 times 60 days past due and 1 time 90 days past due. Please note, the information reported on the account matches our records and it *** be necessary to contact the agencies directly regarding any disparity between reports.
We respectfully decline your request to relinquish you from any further responsibility for the account.
Additionally, if there is any specific date you can provide that you request to a call to have reviewed, you *** provide the details through the Revdex.com portal. Once received, we will review the matter further and respond accordingly.
Enclosed is a copy of the Contract and Payment History.
We apologize if you feel you were treated unfairly or any inconvenience this *** have caused. Thank you for allowing us the opportunity to address your concerns. If further assistance is needed, please contact us at (XXX) XXX.4227.
Sincerely,
SANTANDER CONSUMER USA INC.
Enclosures
I paid a lump sum payment of $1300 on 9/14/2019 to cover my car payment for several months since I was in school and did not have a steady paycheck. Santander Consumer USA applied it to principal instead of the principal and interest payments. I called to get them to correct the error and for 4 months each representative and manager I spoke with assured me that my account was going to reflect the payment I made. I kept receiving statements that did not reflect the payment and gave me an incorrect amount that was due. On 3/17/2020 they repossessed my car with no notification or letter that it would be repossessed. I called and got a representative with the employee ID: XXXXXX. I told her my situation and she accused me of not paying and placed me on a long hold and hung up on me, forcing me to wait another 2 hours for another representative. When I spoke with Beatrice, employee ID: XXXXXX, she was extremely combative and said that the payment hadn't been applied correctly because the 'Executive Office? had required more information from me and hadn't been able to get in touch with me. This was a lie. I had called every month faithfully and was continually lied to. I had no idea that I was 3 months behind in payments due to Santander's fraudulent business practices. I will pay the past due amount, but I should not be responsible for the repossession fees.
Product_Or_Service: 2012 Volkswagen Jetta
Account_Number: XXXXXXX
Billing Adjustment I will pay the past due amount of $1040. I want the repossession fees waived, $385 and $125 respectively. There were no calls made to me reflecting the status of my account and all of my statements were incorrect so I had no idea how much I was behind.
March 31, 2020
***
*** Hill ***
*** XXXXX
Re: Revdex.com Case No.: XXXXXXXX
Santander Account No.: ***
Dear ***:
We have received your complaint submitted through the Revdex.com (Revdex.com), regarding the above-referenced Santander Consumer USA Inc. (Santander) account. Thank you for allowing us the opportunity to address your concerns.
According to our records, the vehicle associated with the above-referenced account was assigned for repossession and secured on March 17, 2020 when the account was 90 days past due for the December 2019 payment.
Further note that you spoke with an representative in our Executive Office on March 18, 2020 and were advised that the payment allocation issue mentioned in your complaint was corrected 3 months prior in December of 2019. A review of the account and Payment History shows that after further explanation of the resolution of your payment dispute, you agreed to pay $385.00 in repossession fees and a past due amount of $1,040.60. On March 19, 2020, a $1,425.60 payment posted to the account and you redeemed the vehicle on March 24, 2020.
Please note that prior to the repossession we attempted to contact you by phone numerous times to discuss the account status, but we were never able to reach you despite leaving messages. We also mailed a letter to the address on file titled "Notice of Intent and Requirement of Strict Compliance" (RTC), dated January 8, 2020. This letter advised that you had until January 22, 2020 to remit payment in the amount of $417.72 or we could repossess the vehicle. As we did not receive the required payment amount specified in the RTC by the deadline, the vehicle was later assigned and secured for repossession.
Regarding your concern with your experience with our Customer Service Department you described in your complaint, please be advised that after review we could find no instance of our representatives acting unprofessional.
We respectfully decline to make any adjustments to the account balance, or waive any additional fees, and consider this matter resolved.
Enclosed, please find account documents.
We apologize if you feel you were treated unprofessionally. Thank you again for allowing us the opportunity to address your concerns. You may contact us directly at 1(888) 222-4227.
Sincerely,
SANTANDER CONSUMER USA INC.
Enclosures:
Motor Vehicle Retail Installment Sales Contract
Notice of Intent and Requirement of Strict Compliance (2)
Notice of Our Plan to Sell Property (2)
Payment History
I have been trying to pay them and they continue to put it towards the interest of the 2014 equinox that I have. they call everyday alot.
When I was at Jack Winegardner on Feb 2 2019 I had been approved
for 12,500 through my credit union Market USA and they come back and had wrote it up through Sandtander. Since I had the vehicle I fell sick and fell behind they ask the same questions over and over again and I tell them the same thing. My payments that I have made all is going to interest. The truck is 16,000 and some change and at is more than the blue book value so it is upside down .my payment is at 406 a month they won't refinance the loan .Something has to be done where my money is going to the principal . I will be paying on this vehicle forever
if they can make my payments lower and try to work with me.
March 31, 2020
***
*** Rd ***
*** XXXXX
Re: Revdex.com Case No.: XXXXXXXX
Santander Account No.: ***
Dear Ms.:
We have received your complaint submitted through the Revdex.com (Revdex.com), regarding the above referenced Santander Consumer USA Inc. (Santander) account. Thank you for allowing us the opportunity to address your concerns.
Our records indicate that you entered into a Retail Installment Sale Contract (Contract) on February 2, 2019 in connection with the purchase of a 2104 Chevrolet Equinox (Vehicle). The amount financed was $16,173.00 at an annual percentage rate of 21.68%. The payment schedule called for 72 monthly payments of $406.88 each, with the first payment due on March 19, 2019. The Contract was assigned to Santander.
After a review of the account, we have determined that the reduction of the principal balance is accurate. In the agreed upon auto finance Contract, it shows that the account is calculated using the Simple Interest Method. This means the balance accrues interest on a daily basis and assumes the customer will make their payment on the regularly scheduled payment due date. The daily accrued interest is calculated at the contract rate based on the principal balance. The amount of interest accrued can vary, and is based on the amount of the principal balance and the number of days between payments.
In regard to the allocation of payments submitted on your account, please note that when payments are received they are first applied toward interest and past due payments, then toward next scheduled payment and lastly toward fees, if any.
Over the life of the account, you requested and were granted 1 monthly payment extension. Additionally, in some months no payment or a partial payments were received. Payments were submitted late to the account, of which, 7 were received more than 15 days late, which caused late fees to be assessed.
Please note that interest does not stop accruing when there has been payment assistance granted on the account or when payments are submitted past the due date, not received or less than the contractual payment amount. There is no grace period for the accrual of interest.
Due to the payment assistance and irregular payment pattern, more interest accrued between payments, causing the principal balance to reduce more slowly. If payments had been submitted in a timely manner, according to the contracted payment schedule, the principal balance would have been less.
Based upon a review of your account, although a 6 month modification is not available, you *** be eligible for assistance. Due to current events, additional measures have been added in order to assist our customers.
We kindly ask that you log in to MyAccount and submit a 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 extension request.
Please contact customer service if you need a password reset on your online account.
We respectfully decline to adjust the amount of the monthly payment on the account. Santander does not currently offer its customers the opportunity to refinance their existing account, however you may obtain refinancing with another lending institution of your choice.
We contact our customers to assist them in keeping their account current. We have initiated the placement of Cease and Desist status on the account. You will no longer receive phone calls regarding the account.
Enclosed is a copy of the Contract and Payment History.
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 INC.
Enclosures
Coronavirus affected my job, customer service rep offered me no help and threatened repo if non payment.
I am one of the many customers who are affected job wise by the coronavirus( my job is at a stand still until further notice). I called Santander 03-16-20 because They called me twice in 3 mins. I spoke to a customer service rep who was not understanding my crisis of not having no income because of this coronavirus ( as of Friday that just passed). The customer service rep said That There's nothing she can do about it and I must come up with at least the minuim payment (which is $288.00), or my car can be up for repossession at any point (I did have behind payments, but I was just catching up( made a payment on 03-06-20)..I told her this is unfair what you are doing during this time of a coronavirus pandemic. I said what if I catch the virus and have to go to the hospital with no car? I told her I would like to speak to a supervisor and she said she can transfer me to some department ( she wasn't clear on what department).. she transferred me to a automated system which told me there's 331 calls in front of mine with a 1hr 30mins wait time.. I stayed on the line for 45 mins and the automated system hung up on me.. I reported this company to the consumer financial gov ( They still have not responded to the claim)and also contacted the Florida attorney general ( Florida is where I live) to let them no this is inhuman to threaten for money and take my car when I was affected job wise by the coronavirus. I was so upset and had so much anxiety over this that I had to borrow money from a family member today and I called and made a payment $293 so they would not try to take my car.. I want something done about this, I feel like they took advantage of me during this crisis.. I want justice..They should either be freezing my account ( no payments or interest)until this coronavirus pandemic is controlled and we go back to work..
Either freeze my account with no interest until this coronavirus clears us to go back to work.. Or put me to current 0 balance where my next payment of $288, isn't due until the end of April,so if they give us help from the government ( stimulus checks or emergency unemployment) I can make that payment..
March 31, 2020
***
XXXXX Fruitville Rd.
Sarasota, FL XXXXX-XXXX
Re: Revdex.com Case Number: XXXXXXXX
Santander Account Number: ***
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 are aware of the current events that may be affecting our customers and regret any inconvenience you may be experiencing during these times. Please be advised that we are currently experiencing high call volume at this time. We regret any inconvenience and misunderstanding that you may have experienced in attempting to resolve this issue. Our customers concerns and experiences are of the utmost importance to us and we appreciate your feedback regarding this matter.
According to our records, you entered into a Retail Installment Contract (Contract) on January 19, 2019 in connection with the purchase of a 2007 Mazda MX-5 (Vehicle). The amount financed was $10,189.76 at an annual percentage rate of 22.68%. The payment schedule called for 60 monthly payments of $288.08 each, beginning March 5, 2019. Santander was the assignee of the Contract.
Please note that we contact our customers to assist them in keeping their account in good standing. A review of the account indicates you submitted a payment in the amount of $288.08, effective March 6, 2020 and an additional payment in the amount of $290.00 effective March 18, 2020.
As of the date of this correspondence, we show that the account is past due 55 days from the payment due on February 5, 2020.
Based upon a review of your account, you may be eligible for assistance regarding the past due status that may help bring your account current or to a better status.
We previously responded to you on March 26, 2020 regarding this matter through the Consumer Financial Protection Bureau (CFPB), Case Number ***-XXXXXXX, and advised you that we have set new measures in place to assist our customers during these times. Since that date, additional measures have been added in order to further assist our customers.
We kindly ask that you log in to MyAccount and submit a 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.
A review of your online account indicate that your account was locked out due to an invalid login attempt. On March 31, 2020, we removed the lock to regain your online access. We respectfully recommend a password reset on your online account.
Please be advised that if you are seeking a lower interest rate or monthly payment on your Contract, you may be able to do so by seeking alternative financing with another lending institution of your choice. Santander does not refinance existing accounts at this time.
Enclosed are account related documents.
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 INC.
Enclosures
Contract
Payment History
(The consumer indicated he/she ACCEPTED the response from the business.)
I will look for the extension form they are speaking of and I will fill it out. If I am not approved, I will be making another complaint because I should not be punished because I am layed off from my job because of the coronavirus crisis.
Coronavirus affected my job, customer service rep offered me no help and threatened repo if non payment.
I am one of the many customers who are affected job wise by the coronavirus( my job is at a stand still until further notice). I called Santander 03-16-20 because They called me twice in 3 mins. I spoke to a customer service rep who was not understanding my crisis of not having no income because of this coronavirus ( as of Friday that just passed). The customer service rep said That There's nothing she can do about it and I must come up with at least the minuim payment (which is $288.00), or my car can be up for repossession at any point (I did have behind payments, but I was just catching up( made a payment on 03-06-20)..I told her this is unfair what you are doing during this time of a coronavirus pandemic. I said what if I catch the virus and have to go to the hospital with no car? I told her I would like to speak to a supervisor and she said she can transfer me to some department ( she wasn't clear on what department).. she transferred me to a automated system which told me there's 331 calls in front of mine with a 1hr 30mins wait time.. I stayed on the line for 45 mins and the automated system hung up on me.. I reported this company to the consumer financial gov ( They still have not responded to the claim)and also contacted the Florida attorney general ( Florida is where I live) to let them no this is inhuman to threaten for money and take my car when I was affected job wise by the coronavirus. I was so upset and had so much anxiety over this that I had to borrow money from a family member today and I called and made a payment $293 so they would not try to take my car.. I want something done about this, I feel like they took advantage of me during this crisis.. I want justice..They should either be freezing my account ( no payments or interest)until this coronavirus pandemic is controlled and we go back to work..
Either freeze my account with no interest until this coronavirus clears us to go back to work.. Or put me to current 0 balance where my next payment of $288, isn't due until the end of April,so if they give us help from the government ( stimulus checks or emergency unemployment) I can make that payment..
March 31, 2020
***
XXXXX Fruitville Rd.
Sarasota, FL XXXXX-XXXX
Re: Revdex.com Case Number: XXXXXXXX
Santander Account Number: ***
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 are aware of the current events that may be affecting our customers and regret any inconvenience you may be experiencing during these times. Please be advised that we are currently experiencing high call volume at this time. We regret any inconvenience and misunderstanding that you may have experienced in attempting to resolve this issue. Our customers concerns and experiences are of the utmost importance to us and we appreciate your feedback regarding this matter.
According to our records, you entered into a Retail Installment Contract (Contract) on January 19, 2019 in connection with the purchase of a 2007 Mazda MX-5 (Vehicle). The amount financed was $10,189.76 at an annual percentage rate of 22.68%. The payment schedule called for 60 monthly payments of $288.08 each, beginning March 5, 2019. Santander was the assignee of the Contract.
Please note that we contact our customers to assist them in keeping their account in good standing. A review of the account indicates you submitted a payment in the amount of $288.08, effective March 6, 2020 and an additional payment in the amount of $290.00 effective March 18, 2020.
As of the date of this correspondence, we show that the account is past due 55 days from the payment due on February 5, 2020.
Based upon a review of your account, you may be eligible for assistance regarding the past due status that may help bring your account current or to a better status.
We previously responded to you on March 26, 2020 regarding this matter through the Consumer Financial Protection Bureau (CFPB), Case Number ***-XXXXXXX, and advised you that we have set new measures in place to assist our customers during these times. Since that date, additional measures have been added in order to further assist our customers.
We kindly ask that you log in to MyAccount and submit a 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.
A review of your online account indicate that your account was locked out due to an invalid login attempt. On March 31, 2020, we removed the lock to regain your online access. We respectfully recommend a password reset on your online account.
Please be advised that if you are seeking a lower interest rate or monthly payment on your Contract, you may be able to do so by seeking alternative financing with another lending institution of your choice. Santander does not refinance existing accounts at this time.
Enclosed are account related documents.
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 INC.
Enclosures
Contract
Payment History
(The consumer indicated he/she ACCEPTED the response from the business.)
I will look for the extension form they are speaking of and I will fill it out. If I am not approved, I will be making another complaint because I should not be punished because I am layed off from my job because of the coronavirus crisis.
Santander is reporting incorrectly on my credit report and when I called in they reported I was 56 days past due when I only missed one payment.
I paid my last bill on 1/29/2020 in full and was told that I had repo fees in the amount of about 780$. I called and spoke with them in January to make sure that my account was current because I am trying to catch up on that bill. The representative stated that I was 100% current, and that I would need to pay my repo fees to start paying down the balance on my car. I missed my payment on 2/25/2020 in the amount of $382.11. Which was about 3 weeks ago. When I called today, they told me I was 56 days past due and that I owed for January and February. Every time I call Santander they tell me a different story and the customer service representative was no help! I am tired of calling into this business to be told one thing and call 30 days later and hear something completely different. I've paid so much money into my car and still owe them over 11,000 currently and I am looking into a full inspection of my account from an outside source. Santander harasses me daily or whenever they feel like it about my bill. I have to wait 30 mins plus to speak with a supervisor. If I have to speak with a supervisor my calls are at least 2 hours with this company! I am a single mother and cannot afford for Santander to lie about what I owe. They are taking money from me and saying something different every time I speak to them. They are reporting to Transunion that my last payment was 01/29/2020 and on equifax they are saying that my last payment was 01/01/2020. I made 3 payments in January that came up to $897.22 and I am still 56 days past due.
I need all of my past due balance to be wiped due to how many times I have had to reach out to Santander in the past year. I also would like my calls to be pulled to show the inconsistencies that this company's employees have. I have paid so much money within the last year and I still owe Santander money.
March 30, 2020
Teimarrah ***
*** Rd. SE
*** GA XXXXX
Re: Revdex.com Case No.: XXXXXXXX
Santander Account No.: ***8555
Dear Teimarrah ***:
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 in attempting to resolve your balance concerns. Our customers concerns and experiences are of the utmost importance to us and we appreciate your feedback regarding this matter.
Our records indicate that you entered into a Retail Installment Sale Contract (Contract) on March 27, 2015 with Malcolm *** Hyundai (Dealership) in connection with the purchase of a 2012 Hyundai Elantra (Vehicle). The amount financed was 14,441.49 at an annual percentage rate (APR) of 23.79%. The payment schedule called for 72 monthly payments of $382.11 each month, with the first payment due on *** 11, 2015.
In regard to the total amount paid on the account, we kindly refer you to the Federal Truth-in-Lending Disclosures on Page 1 of the Contract. Under the section titled "Finance Charge", the dollar amount that the credit will cost you, is $13,070.43, plus the "Amount Financed" of $14,441.49, equals the amount paid under the section titled "Total of Payments", which indicates the amount of $27,511.92. This is the amount you would have paid if all payments had been made according to the payment schedule set forth in the Contract.
After a review of the account, we have determined that the reduction of the principal balance is accurate. In the agreed upon auto finance Contract, it shows that the account is calculated using the Simple Interest Method. This means the balance accrues interest on a daily basis and assumes the customer will make their payment on 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.
After a review of the information provided in your complaint we are unable to substantiate your statement that a representative advised you that your account was current in January 2019.
Regarding your statement in reference to you making 3 payments in January 2020, our records show we received 2 payments in January 2020. On January 17, 2020 we received a payment in the amount of $382.11 which went towards November XX XXXX past due payment. In addition, we received a payment on January 29, 2020 in the amount of $382.11 went towards December 25, 2019 past due payment which will show on the enclosed Payment History.
Please note, we contact our customer's in an attempt to help keep their accounts in a good standing and we apologize if you feel you were being treated unprofessionally.
In regard to previous communications with Santander, on March 17, 2020 you spoke with an representative in our Customer Service Department that advised you the account was 52 days past due, therefore you made a payment in the amount of $382.11. In addition you requested to speak to Manager, however, the call was disconnected.
Additionally, on March 26, 2020 you spoke with a representative in our Executive Office regarding the past due balance to which you both came to an understanding once payment history was explained. Furthermore, you explained your hardship at the time, therefore an approved extension was granted in effort to help assist. As of the date of this correspondence the account is current and the next payment due is April 25, 2020.
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.
A review of the information provided to credit reporting agencies on February 29, 2020 we reported your account as 30 days past due with a balance of $12,963.00 prior delinquencies of 20 times 30 days past due and 3 times 60 days past due and 1 time 90 days past due. Please note, the information reported on the account matches our records and it *** be necessary to contact the agencies directly regarding any disparity between reports.
We respectfully decline your request to relinquish you from any further responsibility for the account.
Additionally, if there is any specific date you can provide that you request to a call to have reviewed, you *** provide the details through the Revdex.com portal. Once received, we will review the matter further and respond accordingly.
Enclosed is a copy of the Contract and Payment History.
We apologize if you feel you were treated unfairly or any inconvenience this *** have caused. Thank you for allowing us the opportunity to address your concerns. If further assistance is needed, please contact us at (XXX) XXX.4227.
Sincerely,
SANTANDER CONSUMER USA INC.
Enclosures
I have been trying to pay them and they continue to put it towards the interest of the 2014 equinox that I have. they call everyday alot.
When I was at Jack Winegardner on Feb 2 2019 I had been approved
for 12,500 through my credit union Market USA and they come back and had wrote it up through Sandtander. Since I had the vehicle I fell sick and fell behind they ask the same questions over and over again and I tell them the same thing. My payments that I have made all is going to interest. The truck is 16,000 and some change and at is more than the blue book value so it is upside down .my payment is at 406 a month they won't refinance the loan .Something has to be done where my money is going to the principal . I will be paying on this vehicle forever
if they can make my payments lower and try to work with me.
March 31, 2020
***
*** Rd ***
*** XXXXX
Re: Revdex.com Case No.: XXXXXXXX
Santander Account No.: ***
Dear Ms.:
We have received your complaint submitted through the Revdex.com (Revdex.com), regarding the above referenced Santander Consumer USA Inc. (Santander) account. Thank you for allowing us the opportunity to address your concerns.
Our records indicate that you entered into a Retail Installment Sale Contract (Contract) on February 2, 2019 in connection with the purchase of a 2104 Chevrolet Equinox (Vehicle). The amount financed was $16,173.00 at an annual percentage rate of 21.68%. The payment schedule called for 72 monthly payments of $406.88 each, with the first payment due on March 19, 2019. The Contract was assigned to Santander.
After a review of the account, we have determined that the reduction of the principal balance is accurate. In the agreed upon auto finance Contract, it shows that the account is calculated using the Simple Interest Method. This means the balance accrues interest on a daily basis and assumes the customer will make their payment on the regularly scheduled payment due date. The daily accrued interest is calculated at the contract rate based on the principal balance. The amount of interest accrued can vary, and is based on the amount of the principal balance and the number of days between payments.
In regard to the allocation of payments submitted on your account, please note that when payments are received they are first applied toward interest and past due payments, then toward next scheduled payment and lastly toward fees, if any.
Over the life of the account, you requested and were granted 1 monthly payment extension. Additionally, in some months no payment or a partial payments were received. Payments were submitted late to the account, of which, 7 were received more than 15 days late, which caused late fees to be assessed.
Please note that interest does not stop accruing when there has been payment assistance granted on the account or when payments are submitted past the due date, not received or less than the contractual payment amount. There is no grace period for the accrual of interest.
Due to the payment assistance and irregular payment pattern, more interest accrued between payments, causing the principal balance to reduce more slowly. If payments had been submitted in a timely manner, according to the contracted payment schedule, the principal balance would have been less.
Based upon a review of your account, although a 6 month modification is not available, you *** be eligible for assistance. Due to current events, additional measures have been added in order to assist our customers.
We kindly ask that you log in to MyAccount and submit a 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 extension request.
Please contact customer service if you need a password reset on your online account.
We respectfully decline to adjust the amount of the monthly payment on the account. Santander does not currently offer its customers the opportunity to refinance their existing account, however you may obtain refinancing with another lending institution of your choice.
We contact our customers to assist them in keeping their account current. We have initiated the placement of Cease and Desist status on the account. You will no longer receive phone calls regarding the account.
Enclosed is a copy of the Contract and Payment History.
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 INC.
Enclosures
My loan was transferred to this scam company. I can not reach anyone for help. Amounts dont add up, they refuse to answer and disconnect calls.
My car loan was sent over to this scam company. They have account numbers on paperwork but they are all different. I tried to call, but the system will not take any account number provided to me. It says it transfers me to customer service, but it wastes my time for 3 minutes then hangs up the call. I can NOT get in touch with anyone. I tried live chat, and its "unavailable".
I had auto pay set up with ***, and I dont know if it has transferred. I just found out about this change today. They show a balance due for this month, I dont know why. It should have been autopaid. If it wasnt- then I am screwed because they didnt take the money or inform me of the change or what to do. With COVD19 affecting my work industry, I cant afford to pay two loan payments at the same time.
Additionally, the paymen this month is $70 less apparently than next month. Why? I have no idea. Since these scammers dont answer or have anyone to help people I dont know. But I am NOT comfortable with them having any of my personal information because they are shady. I dont want them to have my bank info, or anything else. If I cant even get customer service help, how can I trust that they are not going to steal my info and use it nefariously? Clearly if something happened like that, I wouldnt be able to talk to anyone for a resolution.
I need help getting in touch with these people and NOT screwing my credit or my payments over because they are a terrible and unprepared business.
I want the business to contact me. I dont want a regular rep either. Im being a ***, and I want a MANAGER, DIRECTOR, or higher to contact me. Someone who can explain why the payment is different, and completely assure me that they are not scam artists. I also want a way to CONSISTENTLY contact them should questions arise about my loan or payments .And I need to know how they protect my financial information, I dont care if that is the presidents phone number, or an email address. But its not fair or right that i cant contact anyone when they are playing with MY ONLY MODE OF TRANSPORTATION and can screw me over because of their incompetence.
March 25, 2020
***
*** Valley Lane
***, OR XXXXX
Re: Revdex.com Case No.: XXXXXXXX
Santander Account No.: ***
Dear ***:
We have received your complaint submitted through Revdex.com, regarding the above-referenced Santander Consumer USA Inc. (Santander) account, previously serviced by *** One Lending & Finance (***). Thank you for allowing us the opportunity to address your concerns.
Our records do not indicate that you are a contracted borrower on the account. Please be advised that as a third party we are unable to provide you with any written information or correspond in writing regarding the account without either of our customers, *** or ***'s signed written consent. Please submit the written consent through the Revdex.com portal.
Once the requested consent is received, we will respond accordingly.
Thank you for your consideration in this matter.
Sincerely,
SANTANDER CONSUMER USA INC.
They have not reported the debt as paid for 3 months. The loan was paid off via a trade in and is still showing on credit report. Furthermore after I disputed the debt Trans union said the results where updated but it is still showing on my credit.
Product_Or_Service: vehicle loan
Other (requires explanation) Please report the debt as paid off as agreed to the credit bureaus.
March 27, 2020
*** A. ***
*** Drive
*** XXXXX
Re: Revdex.com Complaint No.: XXXXXXXX
Santander Account No.: ***
Dear ***:
We have received your complaint submitted through the Revdex.com (Revdex.com), regarding the above-referenced Santander Consumer USA Inc. (Santander) account. Thank you for allowing us the opportunity to address your concerns.
Our records indicate the account indicates a zero balance as of December 23, 2019.
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.
Further note that Santander merely furnishes credit information, and is not a credit reporting agency, and has no control over the contents of credit histories maintained by any particular credit reporting agency.
A review of the information provided to the agencies shows that on March 2, 2020 an update was submitted to the agencies to advise them that the account should indicate as Paid/Closed, Current, with no reported delinquencies as of December 24, 2019.
The update was submitted under Audit No. XXXXXXXX, and you may reference this number with any future communication you may have with the credit reporting agencies. Additionally, please allow up to 30 days for the update to indicate on your credit reports.
Thank you again for allowing us the opportunity to address your concerns. You *** contact us directly at 1(888) 222-4227 with any additional inquiries.
Sincerely,
SANTANDER CONSUMER USA INC.
My loan was transferred to this scam company. I can not reach anyone for help. Amounts dont add up, they refuse to answer and disconnect calls.
My car loan was sent over to this scam company. They have account numbers on paperwork but they are all different. I tried to call, but the system will not take any account number provided to me. It says it transfers me to customer service, but it wastes my time for 3 minutes then hangs up the call. I can NOT get in touch with anyone. I tried live chat, and its "unavailable".
I had auto pay set up with ***, and I dont know if it has transferred. I just found out about this change today. They show a balance due for this month, I dont know why. It should have been autopaid. If it wasnt- then I am screwed because they didnt take the money or inform me of the change or what to do. With COVD19 affecting my work industry, I cant afford to pay two loan payments at the same time.
Additionally, the paymen this month is $70 less apparently than next month. Why? I have no idea. Since these scammers dont answer or have anyone to help people I dont know. But I am NOT comfortable with them having any of my personal information because they are shady. I dont want them to have my bank info, or anything else. If I cant even get customer service help, how can I trust that they are not going to steal my info and use it nefariously? Clearly if something happened like that, I wouldnt be able to talk to anyone for a resolution.
I need help getting in touch with these people and NOT screwing my credit or my payments over because they are a terrible and unprepared business.
I want the business to contact me. I dont want a regular rep either. Im being a ***, and I want a MANAGER, DIRECTOR, or higher to contact me. Someone who can explain why the payment is different, and completely assure me that they are not scam artists. I also want a way to CONSISTENTLY contact them should questions arise about my loan or payments .And I need to know how they protect my financial information, I dont care if that is the presidents phone number, or an email address. But its not fair or right that i cant contact anyone when they are playing with MY ONLY MODE OF TRANSPORTATION and can screw me over because of their incompetence.
March 25, 2020
***
*** Valley Lane
***, OR XXXXX
Re: Revdex.com Case No.: XXXXXXXX
Santander Account No.: ***
Dear ***:
We have received your complaint submitted through Revdex.com, regarding the above-referenced Santander Consumer USA Inc. (Santander) account, previously serviced by *** One Lending & Finance (***). Thank you for allowing us the opportunity to address your concerns.
Our records do not indicate that you are a contracted borrower on the account. Please be advised that as a third party we are unable to provide you with any written information or correspond in writing regarding the account without either of our customers, *** or ***'s signed written consent. Please submit the written consent through the Revdex.com portal.
Once the requested consent is received, we will respond accordingly.
Thank you for your consideration in this matter.
Sincerely,
SANTANDER CONSUMER USA INC.
They have not reported the debt as paid for 3 months. The loan was paid off via a trade in and is still showing on credit report. Furthermore after I disputed the debt Trans union said the results where updated but it is still showing on my credit.
Product_Or_Service: vehicle loan
Other (requires explanation) Please report the debt as paid off as agreed to the credit bureaus.
March 27, 2020
*** A. ***
*** Drive
*** XXXXX
Re: Revdex.com Complaint No.: XXXXXXXX
Santander Account No.: ***
Dear ***:
We have received your complaint submitted through the Revdex.com (Revdex.com), regarding the above-referenced Santander Consumer USA Inc. (Santander) account. Thank you for allowing us the opportunity to address your concerns.
Our records indicate the account indicates a zero balance as of December 23, 2019.
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.
Further note that Santander merely furnishes credit information, and is not a credit reporting agency, and has no control over the contents of credit histories maintained by any particular credit reporting agency.
A review of the information provided to the agencies shows that on March 2, 2020 an update was submitted to the agencies to advise them that the account should indicate as Paid/Closed, Current, with no reported delinquencies as of December 24, 2019.
The update was submitted under Audit No. XXXXXXXX, and you may reference this number with any future communication you may have with the credit reporting agencies. Additionally, please allow up to 30 days for the update to indicate on your credit reports.
Thank you again for allowing us the opportunity to address your concerns. You *** contact us directly at 1(888) 222-4227 with any additional inquiries.
Sincerely,
SANTANDER CONSUMER USA INC.
A charge off and repossession have been placed on my credit.even the car was totaled in an accident and I paid for gap coverage through santander
The car I had finalized through santander was totaled in a car accident. I called them immediately after the accident and notified an agent. I then provided the insurance information requested and was told that agent would assist me going forward. Several weeks later I record a bill. I called wanted again and explained the car was cover through insurance and I purchased gap coverage through santander when I financed the car. The agent I spoke with confirmed that I had gap coverage and since the vehicle was a total loss the insurance and the gap coverage would cover everything. I went to purchase a new car recently and was denied because santander has placed a charge off and repossession on my credit report. I contacted santander immediately and I am being told now that I didn't follow there procedure at the time of the accident ( which I did. I only did what I am directed to do by their representatives). The people I have spoken to at santander now are telling me to just pay them they will even take a discounted amount but not remove the marks from my credit. I can't understand how I paid for gap coverage they are agreeing that I had gap coverage they know the car was totaled and yet they want more money from me when they have received the full payment of the loan.
I would like the the account to be marked paid in full ( which it is) and for all the repossessed marks on my credit to be removed ( since it is not repossess) or at this point if they remove their presents of my file entirely
March 31, 2020
***
XXXX XXth Ave
*** XXXXX
RE: Revdex.com Case No.: XXXXXXXX
Santander Account No.: ***
Dear Ms.:
We have received your complaint submitted through the Revdex.com (Revdex.com), regarding the above-referenced Santander Consumer USA Inc. (Santander) account. Thank you for allowing us the opportunity to address your concerns.
Our records indicate that you entered into a Retail Installment Sale Contract (Contract) on September 6, 2011 in connection with the purchase of a 2010 Mazda 6 (Vehicle). The amount financed was $15,657.28 at an annual percentage rate of 18.23%. The payment schedule called for 72 monthly payments of $359.15 each, with the first payment due on October 6, 2011. The Contract was assigned to Santander.
Please be advised that our last point of contact with you was on January 11, 2019 and you advised a Santander representative that the Vehicle was deemed a total loss as of December 8, 2018. Since that date, Santander's Insurance Department made attempts to reach out to you regarding the claim. Unfortunately, we were unsuccessful in our attempts.
Regarding your statement of insurance coverage on the Vehicle, as of the date of this correspondence, Santander has not received any total loss proceeds from your insurance company. An insurance investigation review was conducted for possible coverage, however, the most recent coverage for the Vehicle appears expired on or around November 13, 2016. We recommend you contacting your insurance company for information regarding your claim and any total loss proceeds that *** have been paid.
On February 8, 2019 we were advised that the Vehicle was impounded on December 8, 2018. Unfortunately, we lost our lien interest in the Vehicle.
Regarding Guaranteed Asset Protection (GAP) insurance concerns, our records indicate that you purchased GAP insurance through Jim Moran & Associates, Inc. and not through Santander A product cancellation review determined that Santander will not be receiving any refund from your GAP administrator. Please be advised that we do not determine the amount that the insurance company or GAP carrier elects to pay. We request that you contact your GAP administrator for further details at X (XXX) XXX-XXXX.
Please note that it is the customer's responsibility to continue to make payments on the account until the account reflects a zero balance whether or not insurance proceeds are received.
The Fair Credit Reporting Act states that we are required to accurately report all account information to the credit reporting agencies. Please note that we provide account information to the four major credit reporting agencies Experian, Equifax, Transunion, and Innovis. It *** be necessary to contact the agencies directly regarding any disparity between reports.
As a matter of information, Santander has current policies and procedures that meet the Federal and State requirements necessary to be in compliance with certain debt collection practices, as it is Santander's objective to protect its customers from unfair debt collection acts.
A review of the information provided to the credit reporting agencies shows that on February 29, 2020, we advised the agencies that the account was Unpaid/Charged Off with a balance of $3,111.00. The Vehicle was repossessed in March and July 2017 and reports as such. Additionally, the account charged off on March 31, 2019 after becoming over 120 days past due.
Please note once an account is Charged Off, the account will continue to be reported, even if the balance is settled for less than the full amount, the account is paid in full or until the time limit for reporting has been reached.
Although we empathize with your situation, we respectfully decline your request to remove the account from being reported to the credit reporting agencies, as we have confirmed that the information reported is accurate.
We hope this information has addressed all of your concerns. If further assistance is needed, you may contact us directly at 1 (888) 222-4227.
Sincerely,
SANTANDER CONSUMER USA INC.
Enclosures
Contract
Payment History
Total Loss Protection Addendum
Notice of Right to Cure Default and Requirement of Strict Compliance
I just found out that loan company that had my car sold the loan to another company. Never got paper saying they sold it or anything. ON the letter it say I owe for 2 mts. And I try to tell the lady I looking at my acct and it was paid and gave her the dates. All she said is you have to print out your statement so we can see. WTH? She was very rude!!!! I like to know if I can do something about them having my car loan without notifying me that they had it?
A charge off and repossession have been placed on my credit.even the car was totaled in an accident and I paid for gap coverage through santander
The car I had finalized through santander was totaled in a car accident. I called them immediately after the accident and notified an agent. I then provided the insurance information requested and was told that agent would assist me going forward. Several weeks later I record a bill. I called wanted again and explained the car was cover through insurance and I purchased gap coverage through santander when I financed the car. The agent I spoke with confirmed that I had gap coverage and since the vehicle was a total loss the insurance and the gap coverage would cover everything. I went to purchase a new car recently and was denied because santander has placed a charge off and repossession on my credit report. I contacted santander immediately and I am being told now that I didn't follow there procedure at the time of the accident ( which I did. I only did what I am directed to do by their representatives). The people I have spoken to at santander now are telling me to just pay them they will even take a discounted amount but not remove the marks from my credit. I can't understand how I paid for gap coverage they are agreeing that I had gap coverage they know the car was totaled and yet they want more money from me when they have received the full payment of the loan.
I would like the the account to be marked paid in full ( which it is) and for all the repossessed marks on my credit to be removed ( since it is not repossess) or at this point if they remove their presents of my file entirely
March 31, 2020
***
XXXX XXth Ave
*** XXXXX
RE: Revdex.com Case No.: XXXXXXXX
Santander Account No.: ***
Dear Ms.:
We have received your complaint submitted through the Revdex.com (Revdex.com), regarding the above-referenced Santander Consumer USA Inc. (Santander) account. Thank you for allowing us the opportunity to address your concerns.
Our records indicate that you entered into a Retail Installment Sale Contract (Contract) on September 6, 2011 in connection with the purchase of a 2010 Mazda 6 (Vehicle). The amount financed was $15,657.28 at an annual percentage rate of 18.23%. The payment schedule called for 72 monthly payments of $359.15 each, with the first payment due on October 6, 2011. The Contract was assigned to Santander.
Please be advised that our last point of contact with you was on January 11, 2019 and you advised a Santander representative that the Vehicle was deemed a total loss as of December 8, 2018. Since that date, Santander's Insurance Department made attempts to reach out to you regarding the claim. Unfortunately, we were unsuccessful in our attempts.
Regarding your statement of insurance coverage on the Vehicle, as of the date of this correspondence, Santander has not received any total loss proceeds from your insurance company. An insurance investigation review was conducted for possible coverage, however, the most recent coverage for the Vehicle appears expired on or around November 13, 2016. We recommend you contacting your insurance company for information regarding your claim and any total loss proceeds that *** have been paid.
On February 8, 2019 we were advised that the Vehicle was impounded on December 8, 2018. Unfortunately, we lost our lien interest in the Vehicle.
Regarding Guaranteed Asset Protection (GAP) insurance concerns, our records indicate that you purchased GAP insurance through Jim Moran & Associates, Inc. and not through Santander A product cancellation review determined that Santander will not be receiving any refund from your GAP administrator. Please be advised that we do not determine the amount that the insurance company or GAP carrier elects to pay. We request that you contact your GAP administrator for further details at X (XXX) XXX-XXXX.
Please note that it is the customer's responsibility to continue to make payments on the account until the account reflects a zero balance whether or not insurance proceeds are received.
The Fair Credit Reporting Act states that we are required to accurately report all account information to the credit reporting agencies. Please note that we provide account information to the four major credit reporting agencies Experian, Equifax, Transunion, and Innovis. It *** be necessary to contact the agencies directly regarding any disparity between reports.
As a matter of information, Santander has current policies and procedures that meet the Federal and State requirements necessary to be in compliance with certain debt collection practices, as it is Santander's objective to protect its customers from unfair debt collection acts.
A review of the information provided to the credit reporting agencies shows that on February 29, 2020, we advised the agencies that the account was Unpaid/Charged Off with a balance of $3,111.00. The Vehicle was repossessed in March and July 2017 and reports as such. Additionally, the account charged off on March 31, 2019 after becoming over 120 days past due.
Please note once an account is Charged Off, the account will continue to be reported, even if the balance is settled for less than the full amount, the account is paid in full or until the time limit for reporting has been reached.
Although we empathize with your situation, we respectfully decline your request to remove the account from being reported to the credit reporting agencies, as we have confirmed that the information reported is accurate.
We hope this information has addressed all of your concerns. If further assistance is needed, you may contact us directly at 1 (888) 222-4227.
Sincerely,
SANTANDER CONSUMER USA INC.
Enclosures
Contract
Payment History
Total Loss Protection Addendum
Notice of Right to Cure Default and Requirement of Strict Compliance
I just found out that loan company that had my car sold the loan to another company. Never got paper saying they sold it or anything. ON the letter it say I owe for 2 mts. And I try to tell the lady I looking at my acct and it was paid and gave her the dates. All she said is you have to print out your statement so we can see. WTH? She was very rude!!!! I like to know if I can do something about them having my car loan without notifying me that they had it?
my car was repossessed by your confiscated authorities. Just to give a little background on my situation, I am a single dad who was gainfully employed until the end of January. Previous to this termination my job hours were dwindling and becoming less and less. According to Santander 'November, December, January, and February payments were affected and payments were never made.According to my records, this is incorrect, payments were given in November ($271.00), December ($118.00) and in January I submitted two payments to Santander of $188.00 and $128.00. Every time I received my paycheck money from the paycheck was sent to Santander despite the lessening of paid hours granted by my job. Furthermore, last April I spoke with a Santander representative and requested that my date of the loan be changed to accommodate my monthly paycheck. The Santander representative indicated that I had to pay my monthly statement first before any change of payment date was authorized, which I did. However, my due date was never changed as per my request. Also, I inquired numerous times whether there were alternatives to hardship and job loss such as a loan modification, a "temporary reduction in a Payment plan (TRIPP)",s or any type of payment plan to help out with my late car payments. At the time my employer was shortening my hours and I was looking for additional work. Santander was made fully aware of my struggles in paying back this loan and my constant call to them is a verification of my urgency and need Why was otters privy to these supports but I was not'? Again, this was never a Santander option and was dismissed or never presented to me. My mother, who is the cosigner of my loan, spoke with a representative from Santander and she stated that she would pay a payment of $309.00 on September 28; however, when she was in the process of paying the car was taken. Someone followed my son's mother and my 3-year-old son and confiscated the car right in front of a tax server in Georgia leaving my 3-year-old son and his mom stranded for hours in the cold. If I knew they were planning on repossessing my vehicle I would have left the vehicle home that day. This practice is horrendous, to say the least. My family have utilized Santander car loans on other occasion and have successfully paid off loans from your bank and to be ignored and treated with disregard with confusion is grossly unprofessionally and inappropriate to say the least.
Product_Or_Service: Car repossession
Other (requires explanation) I'm requesting that my car be returned without having to pay the entire price of the car., and investigated for civil rights are wrongful confiscation of my vehicle. and any other previous or current abuse by this bank. I would request a review of this case due to a lack of appropriate customer service support and resolutions, furthermore, I am questioning the initial requirements for the actual loans and my urgency in having my loan modified or placed in a Temporary reduction in Payment Plan (TRIPP) with which the need for this process was documented however ignored
March 27, 2020
***
*** Overlook *** Apartment
*** NJ 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 received a similar complaint from the Consumer Financial Protection Bureau (CFPB) submitted by ***, another contracted borrower. We responded to *** on March 26, 2020 addressing the same concerns in this complaint.
Our records indicate that you (Buyer) and *** (Co-Buyer) entered into a Retail Installment Sale Contract (Contract) on March 26, 2019 with Heritage VW, Inc. (Dealership) in connection with the purchase of a 2017 Chevrolet Malibu (Vehicle). The amount financed was $15,431.45 at an annual percentage rate of 12.91 %. The payment schedule called for 72 monthly payments of $310.57 each, with the first payment due on May 10, 2019. The Contract was assigned to Santander.
After a review of the account, we have determined that the reduction of the account balance is accurate. In the agreed upon auto finance contract, it shows that the account is calculated using the Simple Interest Method. This means the balance accrues interest on a daily basis and assumes the customer will make their payment on their regularly scheduled payment due date.
When a payment is received, the accrued interest must be satisfied first, and the remainder of the payment is applied toward principal and or fees owed on the account. The amount of interest accrued will vary based on the amount of the principal balance and the number of days between payments.
There were 6 payments which were not received within 10 days of the scheduled due date, causing late fees to be assessed to the account. Additionally, in some months the payment received was less than the contracted monthly amount or we received no payment.
In reference to a due date change request, our records do not indicate any contact with *** in April 2019 nor there was a request for a due date change. On December 10, 2019, our Customer Service Department explained to Mr. that we could not process a due date change because the account was 2 months past due.
After a review of the information provided in the complaint we are unable to substantiate your statement that we advised you payments were never made or received for November, December 2019 and January and February 2020. The enclosed payment history indicates the payments we received for those following months. The monthly payment per Contract is $310.57.
November 22, 2019 -$290.00
December 2019- No payment was received
January 02, 2020-$185.56
January 16, 2020 $126.00
February 2020- No payment was received
In reference to the statement of being denied assistance, a temporary reduction payment plan would not have been offered, due to Mr. having an insufficient source of income. Upon review, we made many attempts to work with him, even accepting partial payments on the account.
On January 6, 2020, the account was 88 days past due. Our Customer Service Department, explained to Mr. that the Vehicle could be assigned for repossession at any time, as well as any unsecure arrangements would not stop the assignment. We received a partial payment in the amount of $126.00 on January 16, 2020, which reduced the delinquency to 71 days past due as of January 20, 2020. Our records indicate that on February 13, 2020, Mr. requested assistance however due to his payment pattern and insufficient future income, no assistance was offered.
The Vehicle was assigned for repossession on February 19, 2020, when the account was 101 days past due. On February 21, 2020 Mr. made a promise to pay in the amount of $309.00 for February 28, 2020, but he was informed the Vehicle could be repossessed any time before a payment was received.
The Vehicle was repossessed on February 28, 2020. After the repossession, a letter titled "Notice of Repossession and Notice of Our Plan to Sell Property" (NOI), dated March 02, 2020, was mailed to the addresses on file explaining that the Vehicle would be sold sometime after March 16, 2020, but also provided the opportunity to redeem the Vehicle.
On March 3, 2020, *** contacted our Reinstatement Department and was quoted the total amount due to reinstate the account was $1,549.69. During the call Mr. stated he was unable to commit to making all future payments and he was informed he would not qualify to reinstate the Vehicle at the time, due to his income status.
On March 25, 2020, *** contacted us with interest in redeeming the Vehicle and a hold was placed on the sale of the Vehicle. We requested that either party contact our Reinstatement Department at the telephone number listed below, to again determine eligibility to redeem the Vehicle at this time.
We respectfully decline the request to lower payments. We do apologize if you feel our Customer Service Department was unreasonable, and rude. You may request the services of a Santander manager if you feel your needs are not being met.
Enclosed are copies of the account Contract, Payment History and NOI.
Thank you again for the opportunity to address your concerns. If further assistance is needed, please contact us directly at 1 (888) 222.4227.
Sincerely,
SANTANDER CONSUMER USA INC.
Enclosures
(The consumer indicated he/she DID NOT accept the response from the business.)
Dear Ms ***-Santander Finance
My responses and areas of clarification with your response are below. Please note that I have quoted your information contained within the letter and have responded accordingly.
"We received a similar complaint from the Consumer Financial Protection Bureau (CFPB) submitted by ***, another contracted borrower. We responded to *** on March 26, 2020 addressing the same concerns in this complaint."
According to *** he did not get a call On March 26 regarding a second complaint. He did call on his own to Christine regarding his car and being able to reinstate it. He reviewed with her his need for his car. Christine stated she was going to release the hold on the car and get back to him. There was no callback. (Please view call transcripts)
"Our records indicate that you (Buyer) and *** (Co-Buyer) entered into a Retail Installment Sale Contract (Contract) on March 26, 2019 with Heritage VW, Inc. (Dealership) in connection with the purchase of a 2017 Chevrolet Malibu (Vehicle). The amount financed was $15,431.45 at an annual percentage rate of 12.91 %. The payment schedule called for 72 monthly payments of $310.57 each, with the first payment due on May 10, 2019. The Contract was assigned to Santander."
*** did place approximately $ 3000 down on this car when purchased. For document review, We would like a copy of the exact calculations regarding the purchase of this vehicle. if there is a copy of the financials I would like to have them emailed.
"There were 6 payments which were not received within 10 days of the scheduled due date, causing late fees to be assessed to the account. Additionally, in some months the payment received was less than the contracted monthly amount or we received no payment."
During the time of hardship my son willingly called Santander to explain to him his temporary financial situation and asked for a modification while he sought additional employment. As he recalls Santander stated to him that they would get back to him and however they never did, upon an additional call made to Santander they indicated to him that to be placed in a program to receive a modification "you would have to bring the account current" However in his struggle to do this and the temporary reduction of work on his job he desperately needed assistance at that time. In one of a few conversations I had with Santander bank, In early March, I spoke to a customer service representative who indicated to me a payment of $309 was due to keep the car out of repossession. I told her I would send the money in on that Friday when I got paid. However, On Friday evening when I got paid, I tried to pay online but had difficulty signing on and though I could pay the next day, Santander had already repossessed the vehicle on that Saturday afternoon. A representative from Santander bank told *** first that to retrieve his car he had to pay the car in full, then he mentioned that another representative stated to him that he had to pay what was in arrears which were two months of payments at that time. They both said they will return his call However, he received no response from the customer service representative regarding the exact steps or payments needed for car retrieval.
"In reference to a due date change request, our records do not indicate any contact with *** in April 2019 nor there was a request for a due date change. On December 10, 2019, our Customer Service Department explained to Mr. that we could not process a due date change because the account was 2 months past due."
This is incorrect (please check actual transcripts) *** called several times after his first payment in the request for a due date change. He explicitly told the representatives (more than one) that the stipulated due date did not coincide with his pay date and did not want his payment to register as being late. I know he spoke to a representative a few months after the sale of the car possible April or May, I know it was after his first or second payment however he did reach out to them because he brought the problem to me and I told him to call and request a change. However, the representative who he spoke to at that time told him he had to pay his car note to be current and that they would do the change of date. However, this never occurred.
"After a review of the information provided in the complaint we are unable to substantiate your statement that we advised you payments were never made or received for November, December 2019 and January and February 2020. The enclosed payment history indicates the payments we received for those following months. The monthly payment per Contract is $310.57."
I was advised initially that *** did not pay his car note since November. When I was told this by your representative I was quite confused and a little angered because *** stated on several occasions that stated he was putting money down towards his car note. He said "mom they told you I a payment wasn't received since October? Yes, that what the representative alluded to and due to the days delinquent your car was repossessed, He said "mom they told you I paid nothing? Upon review (after showing me his bank statements) he was paying money down toward his car note and in the month of January paid two payments down. Every paycheck he received he tried to give Santander money toward his car. Although as I indicated in my initial complaint I found out that he was not paying the entire amount due, however, it was his attempt to prevent repossession of his car and to maintain his vehicle. I reintegrate this was not told to me through my ongoing discussions with your customer service representatives.
"November 22, 2019 -$290.00
December 2019- No payment was received
January 02, 2020-$185.56
January 16, 2020 $126.00
February 2020- No payment was received"
And I asked, what is your policy on car repossessions after missing only two payments while paying partial payments? I told a representative on March 24th that full payment would be made however they repossessed his car not giving us time to make a February payment .
"In reference to the statement of being denied assistance, a temporary reduction payment plan would not have been offered, due to Mr. having an insufficient source of income. Upon review, we made many attempts to work with him, even accepting partial payments on the account."
When I spoke to one of your bank representatives in March after the car was repossessed she indicated to me (Christine) that Yes Santander did have an official modification program back then but *** did not qualify and she also stated that a week before our conversation, so that would have also been in early March 2020 this program, was terminated and no longer available (please refer to transcripts regarding my conversations with Santander and please follow the schedule of return calls requests that were never made but promised).
"On January 6, 2020, the account was 88 days past due. Our Customer Service Department, explained to Mr. that the Vehicle could be assigned for repossession at any time, as well as any unsecure arrangements would not stop the assignment. We received a partial payment in the amount of $126.00 on January 16, 2020, which reduced the delinquency to 71 days past due as of January 20, 2020. Our records indicate that on February 13, 2020, Mr. requested assistance however due to his payment pattern and insufficient future income, no assistance was offered. Which should have reduced is days of delinquency even more (since repossession is based on days of delinquency)"
However, the concern I have is that *** was never given the opportunity to be placed under an official Santander car modification program which he asked for since falling behind in November/December. Since Santander states, they realized he was struggling with his payments then why wasn't such a program suggested to him? And when *** himself inquired about an assistance or help program, "they told him they had a program, however, he didn't qualify because he was behind in his payments."
I am very confused by this statement. If on January 20, 2020, *** was 88 days past due and the last full payment was October, he paid 290 in November, no payment in December, but paid a payment in January which reduced him from 88 days to a reduction of 71 days. With that being, the 88 days are further reduced by his November payment. Thus further reduction of delinquency by making full payment in January as well. So in actuality, it really was not 88 days of delinquency it was more like 30 days. and lesser days of delinquency going forward since paying a full payment in January. Which would have further reduced his days of delinquency? Once again the repossession policy would need to be reviewed.
***Please see attached for ent
Document Attached***
April 15, 2020
***
*** Overlook *** Apartment
*** NJ XXXXX
Re: Revdex.com Case No.: XXXXXXXX
Santander Account No.: ***
Dear Ms.:
We have received your most recent 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 additional concerns.
In regard to the March 26, 2020 contact date with Mr. we did not previously state that we called Mr. on March 26, 2020, that was the date of our response letter to the CFPB.
In reference to your request for exact calculations of financing the 2017 Chevrolet Malibu (Vehicle), we are providing a copy of the Buyers Order which lists the calculations. We are also providing another copy of the Retail Installment Sale Contract (Contract). We refer you to the section: Itemization of Amount Financed; which further details the calculations and under Item 2 lists a down payment in the amount of $3,000.00.
In regard to your concerns that Mr. did not receive assistance when he requested it, please note that Mr. defaulted on his second payment which was due on June 10, 2019. The June 10, 2019 payment was not satisfied until August 15, 2019 when the account was 61 days past due. Mr. did not honor a promise to pay he made for a payment scheduled for August 29, 2019. The third payment due on July 10, 2019 was not satisfied until October 10, 2019 when the account was 61 days past due.
Due to the early default on the second and third payments and the fact that Mr. never brought the account current, we declined offering assistance until a regular payment pattern could be established. We do show that we were in contact with Mr. during this time period.
As previously stated, our records do not show a request for a due date change in April 2019. Mr. would need to have established a regular payment pattern in order for a due date change to be considered. We are unable to corroborate your statement that Mr. was advised that a due date change would be processed once payment was made to bring the account current.
In our previous response, we made a direct statement regarding the issue raised in the complaint. "After a review of the information provided in the complaint we are unable to substantiate your (Mr.) statement that we advised you payments were never made or received for November, December 2019 and January and February 2020." We did provide a chart of the payments received during those months. With the payment received on January 16, 2020, that payment advanced the due date to November 10, 2020 where is stands as of the date of this response.
In reference to no receiving return phone calls, our records show the following: On February 21, 2020, you contacted our Customer Service Department. The account was listed as 103 days past due, you agreed to make a payment of $309.00 on February 29, 2020, which would have reduced the delinquency to 73 days past due. Our Customer Service representative, explained the vehicle was assigned for repossession and the repossession efforts will continue until payments are received and the repossession order has been closed. Unfortunately, the vehicle was repossessed on February 28, 2020.
On March 3, 2020, Mr. contacted our Reinstatement Department and was quoted the total amount due to reinstate the account was $1,549.69. During the call Mr. stated he was unable to commit to making all future payments and he was informed he would not qualify to reinstate the Vehicle at the time, due to his income status. Our Customer Service Department, explained to Mr. in order to attempt to reinstate the account, we need to confirm both parties ability to make the monthly payments on the account.
Unfortunately, we are unable to substantiate your statement that our Customer Service Department advised Mr., they would return his call and never did.
On March 16, 2020, Mr., made contact with our Social Media Department, in regard to his concern about an unfair repossession, and disagreement with the account status. The Customer Representative could not provide assistance at that, due to the pending complaints from the CFPB and Revdex.com at that time.
Upon review, there was no contact with our Customer Service Department on March 24, 2020. On March 25, 2020, Mr. contacted us with interest in redeeming the Vehicle and a hold was placed on the sale of the Vehicle. We suggested he contact our Reinstatement Department, to determine eligibility to redeem the Vehicle.
On March 25, 2020, Mr. contacted our Social Media Department. In an effort for Mr. to possibly reinstate the account, an approval request was sent to remove the hold on the account, so Mr. could start the process of possible reinstating the account. Mr. was advised the representative would be out the office the next following day, and would have another representative contact him for a follow up with an update.
On March 27, 2020, a different presentative from our Social Media Department, contacted Mr. and explained the hold had been removed and he should contact the Reinstatements Department to try and reinstate the account. Mr. advised that he would contact the Reinstatements Department in a few days due to the account situation.
Unfortunately, the account charged off on March 31, 2020 after the account was over 120 days past due, which changed the reinstatement amount to the full payoff to redeem the vehicle. A call from a Santander manager on April 4, 2020 confirmed the same.
In reference to your statement that with the payments received the account should have been only been approximately 30 days past due, in an earlier paragraph we explained the due date status of the account through the July 10, 2019 due date.
The remainder of the August 10, 2019 payment due was satisfied on October 28, 2019 with a payment of $47.00 (account was 79 days past due) which advanced the due date to September 10, 2019.
The payment in the amount of $290.00 received on November 22, 2019 (account was 73 days past due) advanced the due date to October 10, 2019.
The partial payment in the amount of $185.56 which was received on January 2, 2020, did not advance the due date from October 10, 2019 and the account remained 84 days past due.
The partial payment in the amount of $126.00 which was received on January 16, 2019 (account was 98 days past due) then advanced the due date to November 10, 2019. Please note that on the date of repossession the account was 110 days past due.
As of this dated correspondence, the payoff amount of $15,910.74, is needed to reinstate the account. This amount would be good until April 28, 2020.
We hope that this response has addressed your additional concerns and provided a satisfactory explanation of the history of the account.
Enclosed are copies of the account Contract, Buyers Order, Payment History and Payoff Quote.
Thank you again for the opportunity to address your concerns. If further assistance is needed, please contact us directly at 1 (888) 222.4227.
Sincerely,
SANTANDER CONSUMER USA INC.
Enclosures
Repetitive phone calls to my landline to a person who does NOT live at this address!
To Whom It May Concern:
On November 27, 2019 and March 11, 2020 two different employees, Elizabeth and a Anjanette, employee # XXXXX, called my landline number asking a *** A Law *** to call the number 1-888-222-4227. *** A Law *** is fraudulently giving my landline number to his creditors, just like his father did 20 years ago.
I am asking this company to stop calling leaving messages for Martin Law Jr who does not live here and never has. His father, who lives next door, did this same practice years ago dodging his creditors, giving out my phone number.
If this company does not honor this request, the next correspondence will be a cease and desist letter from my attorney. I don't why these companies can't verify the contact information, specifically the phone numbers, they are given. I now have two recorded messages on my answering machine for evidence.
Please honor my request and stop the calls, and please govern yourself accordingly.
***
*** IN XXXXX
I would like a phone call, or a written letter from the company, along with an apology for this repetitive behavior. And the number for Martin A Law Jr's account, contact information changed on his file and noted. There is NO way to contact this company on their website nor a phone number to talk to a live person. There is a toll free number, but in order to talk to a representative a code is needed to access an account. I suppose if the company, Santander Consumer doesn't have the correct phone number on file, they probably do not have the correct address either.
24, 2019
***
*** Street
*** IN XXXXX
Re: Revdex.com Case number: XXXXXXXX
Dear ***:
We have received your complaint submitted through the Revdex.com (Revdex.com), regarding a phone number associated with Santander Consumer USA Inc. (Santander). Thank you for allowing us the opportunity to address your concerns.
After further review, we have searched the phone number provided on the complaint as far as six months back and we found no instance of Santander calling the telephone number listed. However we excluded that phone number in our dialer system in which will prohibit agents from dialing manually.
We sincerely apologize for any unintended miscommunication or inconvenience this may have caused.
We hope that the explanation provided above is satisfactory to you.
Sincerely,
SANTANDER CONSUMER USA INC.
(The consumer indicated he/she DID NOT accept the response from the business.)
Santander Bank, formerly Sovereign Bank, is a wholly owned subsidiary of Spanish Santander Group. Based in Boston, Santander Bank offers consumer credit through a variety of retailers and banks. Santander Bank's in-house collections and billing departments have received a number of consumer complaints alleging financial crimes.
Santander Bank's website explains the company began in Spain, but started servicing customers in the Northeastern United States in 2013. According to the Revdex.com, the company was initially founded in 1902, but was incorporated in 2008 and began operating locally in 2011. Santander Bank is also known as Santander Holdings USA, Inc. and Santander Consumer USA.
Since June, the Consumer Financial Protection Bureau (CFPB) has logged over 1,161 complaints against Santander Bank, and over 3,158 complaints against Santander Consumer USA, the company's alias. The reasons for these complaints range from erroneous information being reported to credit bureaus to issues managing accounts, fees, and charges and problems with the payment process. The Revdex.com's profile page for Santander Bank lists 217 complaints closed in the past three years, with 89 closed in the past 12 months. Its page for Santander Consumer USA lists 1,923 complaints closed in the last three years with 634 closed in the last twelve months. The bulk of these complaints concerned problems with payment and service, but there were also complaints about billing and collection issues. Of the 103 combined customer reviews, 100 are negative. Justia lists at least 25 cases of civil litigation that name Santander Bank as a defendant.
March 30, 2020
***
*** Street
*** IN XXXXX
Re: Revdex.com Case number: XXXXXXXX
Dear ***:
We have received your additional complaint submitted through the Revdex.com (Revdex.com), regarding a phone number associated with Santander Consumer USA Inc. (Santander). Thank you for allowing us the opportunity to address your concerns.
As stated previously, we have searched the phone number provided on the complaint as far as six months back and we found no instance of Santander calling the telephone number listed. However we excluded that phone number in our dialer system in which will prohibit agents from dialing manually.
Please note, Santander is aware of the complaints filed through the Revdex.com (Revdex.com) and the Consumer Financial Protection Bureau (CFPB), however we have reviewed and resolved your concerns.
We sincerely apologize for any unintended miscommunication or inconvenience this may have caused.
We hope that the explanation provided above is satisfactory to you.
Sincerely
(The consumer indicated he/she ACCEPTED the response from the business.)
There had better not be any future phone calls from this company. Or else there will be litigation involved!
Did Not Take out this loan. Company will not or they say they don't have identification such as drivers license on file to prove that I did.2-
2-7-19 & 2-13-19 Santander, Lifelock and myself had 3 way call someone was trying to get a loan. Santander told us they didn't have anything on me. 3-3-20 I found out they did a loan in my name for 29,998.75. 3-9-20 Sent 12 pages of documentation via fax to SantanderThat I did not take out a loan with them. I called 3-11-20 to request copy of proper ID and Contract. Santander say's they don't have picture ID on file to send me but, they are sending Contract. Why was there no Picture ID on file to protect me from identity theft.
I'm asking for some kind of proper ID and Contract that was used to take this loan out..Also want this taken off my credit with Experian, Equifax & Transunion as well as a letter stating that it has been taken care of
March 26, 2020
***
*** XXXXX
Re: Revdex.com Case No.: XXXXXXXX
Santander Account No.: ***
Dear ***:
We have received your complaint submitted through the Revdex.com (Revdex.com), regarding the above-referenced Santander Consumer USA Inc. (Santander) account. Thank you for allowing us the opportunity to address your concerns.
We regret any inconvenience and miscommunication that you may have experienced in trying to resolve this issue. Our customers concerns and experiences are of the utmost importance to us and we appreciate your feedback regarding this matter
After further review of your account, we do not have an ID theft claim in process. We currently are waiting for the return of the ID Theft Packet which was mailed on to the address on file on March 12, 2020. In addition, we are unable to send you a copy of the driver's license we currently have on file without a court ordered Subpoena.
In regard to your statement that you have sent a 12 page packet to Santander, we have thoroughly checked all faxes received in the month of March 2020 and we have not yet received requested documents from you. We request that you fax the information once more to: (XXX) XXX XXXX.
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 or to submit a fraud claim with them.
While we empathize with your situation, at this time we respectfully decline to make any changes to the information being reported to the credit reporting agencies until your claim has been thoroughly reviewed by our Fraud Risk Department.
Enclosed is a copy of Contract per your request.
Sincerely,
SANTANDER CONSUMER USA INC.
Enclosure