Santander Consumer USA Reviews (%countItem)
Santander Consumer USA Rating
Address: 1601 Elm St. STE 800, Dallas, Texas, United States, 75201-4701
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+1 (214) 237-2421 |
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www.roadloans.com
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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
I leased a car with Jerry Ulm Chrysler Dodge Jeep Ram in Tampa, Florida in August 2018. I have been making payments on time since I bought the vehicle. I usually make 2 payments a month. There have been some months were I accidentally made 3 payments. I trusted that Chrysler Capital keeps their books up to date. On or around Feb 12th I checked my online statement to make sure everything is up to date and I notice that it says I'm past due. So I call in to find out what is going on. The rep tells me I have a credit floating on the account in the amount of 235.10 and its just hasn't reflected on the account yet. (I'm still not sure at this time how much credit I have on the account, because I am unable to "see" it anywhere online). She instructs me that the credit will be applied and to wait 3-5 business days to see it reflect on the account.
A few days later I go online, and nothing has changed. I call and get another rep . They proceed to tell me I need to pay "x" amount to make the account current. I tell her I wont be making any payments until they apply the credit. Not only are they not applying my credit, but they are calling me everyday telling me my account is past due. I ask her what can be done and that I need someone to she suggests doing an audit of the account. She instructs me to call back in 3-5 business days. (They can call me for past due payment but can't call me to let me know the outcome of the audit') a few day pass, and I get a call from them, again asking me for payment. I ask the rep "Have you looked into what is going on with this account before you called me'". She says no. I say "The account is under audit, do you think I'm going to make any payment until I hear the outcome'". She replies "Ok well I see the audit is complete and you owe this amount". at this point no one has yet discussed the outcome of the audit.I ask for supervisor, who still after 2 attempts can't "find" the credit or where it has been credited to the account. I have made 2 more payments after audit
Product_Or_Service: 2018 Jeep Compass
Account_Number: XXXXXXXX
Other (requires explanation) Fix the credit dispute. Show me the Audit. Apply the credit to my account now. Not at the end of the lease, as that is what i suspect they are doing. How can they not "know" where the credit is? I want to "see" the outcome word for word. I want an apology and I also want the last months payment taken off for the inconvenience, due to the fact that I paid Jerry Ulm 303.70 on 8/4/18 $303.70 to "drive the car off the lot". A payment that was not applied to my lease like they told me it was for.
March 23, 2020
***
*** Gate Place ***
*** XXXXX
Re: Revdex.com Case No.: XXXXXXXX
Chrysler Capital Account No.: ***
Dear Ms.:
We have received your complaint submitted through the Revdex.com (Revdex.com), regarding the above referenced Chrysler Capital account. Thank you for allowing us the opportunity to address your concerns.
We regret any inconvenience that you may have experienced in attempting to resolve your balance discrepancy and allocation 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 on August 4, 2018, you entered into Motor Vehicle Lease Agreement - Closed-End (Lease), in connection with the leasing of a 2018 Jeep Compass (Vehicle). The payment schedule called for your first monthly payment of $303.70 on August 4, 2018 followed by 35 payments of $303.70 due on the 3rd of each month starting on September 3, 2018. The Lease was assigned to CCAP Auto Lease Ltd. and was serviced by Chrysler Capital.
A review of our records indicates that on February 13, 2020 a Chrysler Capital Representative advised you of the additional credit amount remaining on the account. The Representative subsequently submitted a request to allocate the overage amount to the monthly payment. Please be advised that due to a past due balance, our Accounting Department could not proceed with the request until further payment was submitted on the account.
You proceeded to submitting payments in the month of March, starting on March 3, 2020. Additionally, our records indicate that the overage in the amount of $220.30 has been applied to your April 3, 2020 lease payment. However, in order for you to see this balance indicated, you would need to submit a payment for the difference in the amount of $83.40, which would cover remaining balance from the overpayment. We apologize for any misunderstanding this matter may have caused.
Please be advised that our website is designed to only indicate the base pay of our lease accounts and our billing statements provide a detailed account balance including overpayments rolling over to the next monthly payment.
We respectfully recommend any future allocation inquiries or requests be made after a payment has posted to the account as Chrysler Capital, our Chrysler Capital webpage and the Lease does not assume the customers allocation intentions if you choose to submit overpayments.
Our records further indicate a late payment in the amount of $35.00 was assessed to your account on March 16, 2020. In an effort to assist you with this matter, we submitted a request to waive your $35.00 late fee on the account. Please allow up to 3-5 business days for this to be indicated on the account.
In regard to your proof of audit request, please be advised that this would need to be requested through a court ordered subpoena. However, you will be able to request an account Payment History which will show proof the overage credit after the payment in the amount of $83.40 has applied to the account.
Regarding the amount paid on August 4, 2018, we refer you to Page 1 under the section titled Federal Consumer Leasing Act Disclosures that states, "Your first monthly payment of $303.70 is due on 8/04/2018". We are unable to reverse a previous payment or remove the last unpaid lease payment as you agreed to pay this amount on August 4, 2018.
Please find enclosed account related documents.
We apologize for any inconvenience this matter may have caused. Thank you for allowing us the opportunity to address your concerns. If further assistance is needed, you may contact us directly at (855) 563-5635.
Sincerely,
CHRYSLER CAPITAL
Enclosures
Lease
Payment History
I apologize for not getting back to you in a timely manner, but my world, the whole world for that matter is in turmoil due to the corona virus.
In response to Chrysler's response, I have to ask some questions. From what I understand, for the "credit" to be applied, timely payments needed to be made in full for the next months bill. Some of the over payments I made date back to last year (1/28/2018, for example). Why was the credit never applied before? To me that looks like that money would just sit on the account until I noticed it? Or asked for it to be applied? What if I didn't notice it? What would have happened to that money? Not only that but timely payment had been made up until I spoke with the first rep back in February. The credit should have been able to be applied on February 14th because I was up to date at that time, my next payment wasn't due till March 3rd!
Now in regards to payments made. When I spoke with the case manager Philip on 2/28/2020, as he tried to make sense of all this to me he came up with a payment "plan" to get the account back on track. At that point no credit had been applied. He told me to make a payment of 152.00 which I did on March 3rd. I waited a few days for that payment to clear to see if anything changed on the online account. My account was still past due. I proceeded to make another payment on March 6th for $136.90 as advised by Philip. I waited a few days and nothing changed on the account. On March 18th. I paid my bill for April 3rd in the amount of 303.70, in full. I went back online, and the status has changed to current, but the verbiage states that I owe a payment in full for April 3rd. Once again no evidence of money credited to the account in the account transaction list, only a waived late fee (if I am correct). Will the credit be shown in the transaction history? I have made several payments in accordance with what I am being told to do, and I still cant "see" the credit applied to the account. I believe that I am "current' at this time, no payment should be due for April 3rd, and my next payment of $83.40 is due on May 3rd and the rest of the credit will be applied then???? With all the payments I made, the online account does not reflect this. Do I pay the 83.40 now? I really feel uncomfortable giving you more money when the issue has not be resolved! This is getting really old. I will wait for a response before I send anymore money at this point. Please reopen the case as this issue is not resolved. Thank you.
April 16, 2020
*** Lynn ***
*** Gulf Gate Place ***
*** XXXXX
Re: Revdex.com Case No.: XXXXXXXX
Chrysler Capital Account No.: ***
Dear Ms.:
We have received your additional complaint submitted through the Revdex.com (Revdex.com), regarding the above-referenced Chrysler Capital account. Thank you for allowing us the continued opportunity to address your concerns.
We regret that you were dissatisfied and did not accept our previous response.
We are aware of the current events that may be affecting our customers and regret any inconvenience you may be experiencing during these times. Our customer's concerns and experiences are of the utmost importance to us and we appreciate your feedback regarding this matter.
On February 20, 2020 an account review by our Accounting Department determined that the account had received a total of 18 payments. The account was past due for February 2020 with a partial amount of $235.10 remaining on the account.
Our records indicate that on February 26, 2019, you spoke with a Chrysler Capital Supervisor that advised you what you would need to do in order to bring the account current for the payment due for February 2020. You were also advised that partial payments are not enough to advance the account to the next payment due date. Our records indicate that you did not submit the remainder of your February 2020 payment until March 3, 2020 in the amount of $152.00.
Please be advised that effective March 6, 2020, you submitted a partial payment in the amount of $136.90 for the payment due for March 3, 2020. A billing statement dated March 11, 2020 was mailed to you at the address on file indicating an amount due for March 2020 of $83.40. You submitted $303.70 effective March 18, 2020, which covered the remainder of March 2020 and rolled a balance of $220.30 to your April 2020 payment.
Please note that any credit amount that is less than your monthly lease payment amount of $303.70, will not credit to the monthly payment until you submit the exact difference to equal the total amount of $303.70.
As stated in our previous response, our records still indicate that an overage in the amount of $220.30 has been applied to your April 3, 2020 lease payment. You would need to submit $83.40, which would cover a full lease payment once it is added to your $220.30 credit. Please note that the credit will not show in the transaction history or advance the April 2020 payment until you submit the difference of $83.40. Once this amount is received, the next payment will be due for a full payment of $303.70 on May 3, 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 may be necessary to contact the agencies directly regarding any disparity between reports.
A review of the information provided to the credit reporting agencies indicates that on March 31, 2020, we advised the agencies that the account was current with a balance of $4,335.00 with no prior delinquencies reported.
We apologize again for any inconvenience this matter may have caused. Thank you for allowing us the opportunity to address your concerns. If further assistance is needed, you may contact us directly at (855) 563-5635.
Sincerely,
CHRYSLER CAPITAL
Enclosures
Billing Statement
(The consumer indicated he/she DID NOT accept the response from the business.)
t. The issue will be resolved on my end once I can see the credit posted to my account. Thank you.
when this all began back in February, I spoke with several reps, all of them telling me different things. No one was able to get a grasp of what was going on with the account or what I needed to do. I wasted tons of time on the phone calling in. Any call made to me was collection based, which was very unprofessional on your end because I was forced to explain to the reps calling me for money to check the account and for them to see that the account was under audit and no money would be paid until the audit was complete. Great customer service on your part. Not one person, in February, could tell me that all I had to do was pay $83.40 and I would be current until the next due date. I followed instructions, against my better judgement at this point, and went ahead and started making random payments for random amounts because no one could really give me the correct information.
I paid the $83.40 and it has posted to the account as of April 17th. There is no evidence of the credit being applied. At this point I don't care how your computers or billing department does business, but I want to see "credit" and the $ amount, and the date of when it has been applied, along with all other payments in chronological order on a letter head of some sort. I don't care if someone has to type it up themselves. I want to be able to see it and have record of it. I don't understand how you cannot generate a report on this!
I will wait for a response here, and I will continue to check my account online to see when the credit is applied. Today is April 20th. According to this most recent correspondence, my next payment is due for May 3rd. I do not appreciate being made to feel like I'm the one who made a mistake here. I overpaid Chrysler, and I always pay my bills on time. This should not have been be this hard to figure out from the beginning. Hopefully I own't have to wait 2 more weeks for a response. And hopefully Chrysler won't continue to try and make me look like an i
I leased a car with Jerry Ulm Chrysler Dodge Jeep Ram in Tampa, Florida in August 2018. I have been making payments on time since I bought the vehicle. I usually make 2 payments a month. There have been some months were I accidentally made 3 payments. I trusted that Chrysler Capital keeps their books up to date. On or around Feb 12th I checked my online statement to make sure everything is up to date and I notice that it says I'm past due. So I call in to find out what is going on. The rep tells me I have a credit floating on the account in the amount of 235.10 and its just hasn't reflected on the account yet. (I'm still not sure at this time how much credit I have on the account, because I am unable to "see" it anywhere online). She instructs me that the credit will be applied and to wait 3-5 business days to see it reflect on the account.
A few days later I go online, and nothing has changed. I call and get another rep . They proceed to tell me I need to pay "x" amount to make the account current. I tell her I wont be making any payments until they apply the credit. Not only are they not applying my credit, but they are calling me everyday telling me my account is past due. I ask her what can be done and that I need someone to she suggests doing an audit of the account. She instructs me to call back in 3-5 business days. (They can call me for past due payment but can't call me to let me know the outcome of the audit') a few day pass, and I get a call from them, again asking me for payment. I ask the rep "Have you looked into what is going on with this account before you called me'". She says no. I say "The account is under audit, do you think I'm going to make any payment until I hear the outcome'". She replies "Ok well I see the audit is complete and you owe this amount". at this point no one has yet discussed the outcome of the audit.I ask for supervisor, who still after 2 attempts can't "find" the credit or where it has been credited to the account. I have made 2 more payments after audit
Product_Or_Service: 2018 Jeep Compass
Account_Number: XXXXXXXX
Other (requires explanation) Fix the credit dispute. Show me the Audit. Apply the credit to my account now. Not at the end of the lease, as that is what i suspect they are doing. How can they not "know" where the credit is? I want to "see" the outcome word for word. I want an apology and I also want the last months payment taken off for the inconvenience, due to the fact that I paid Jerry Ulm 303.70 on 8/4/18 $303.70 to "drive the car off the lot". A payment that was not applied to my lease like they told me it was for.
March 23, 2020
***
*** Gate Place ***
*** XXXXX
Re: Revdex.com Case No.: XXXXXXXX
Chrysler Capital Account No.: ***
Dear Ms.:
We have received your complaint submitted through the Revdex.com (Revdex.com), regarding the above referenced Chrysler Capital account. Thank you for allowing us the opportunity to address your concerns.
We regret any inconvenience that you may have experienced in attempting to resolve your balance discrepancy and allocation 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 on August 4, 2018, you entered into Motor Vehicle Lease Agreement - Closed-End (Lease), in connection with the leasing of a 2018 Jeep Compass (Vehicle). The payment schedule called for your first monthly payment of $303.70 on August 4, 2018 followed by 35 payments of $303.70 due on the 3rd of each month starting on September 3, 2018. The Lease was assigned to CCAP Auto Lease Ltd. and was serviced by Chrysler Capital.
A review of our records indicates that on February 13, 2020 a Chrysler Capital Representative advised you of the additional credit amount remaining on the account. The Representative subsequently submitted a request to allocate the overage amount to the monthly payment. Please be advised that due to a past due balance, our Accounting Department could not proceed with the request until further payment was submitted on the account.
You proceeded to submitting payments in the month of March, starting on March 3, 2020. Additionally, our records indicate that the overage in the amount of $220.30 has been applied to your April 3, 2020 lease payment. However, in order for you to see this balance indicated, you would need to submit a payment for the difference in the amount of $83.40, which would cover remaining balance from the overpayment. We apologize for any misunderstanding this matter may have caused.
Please be advised that our website is designed to only indicate the base pay of our lease accounts and our billing statements provide a detailed account balance including overpayments rolling over to the next monthly payment.
We respectfully recommend any future allocation inquiries or requests be made after a payment has posted to the account as Chrysler Capital, our Chrysler Capital webpage and the Lease does not assume the customers allocation intentions if you choose to submit overpayments.
Our records further indicate a late payment in the amount of $35.00 was assessed to your account on March 16, 2020. In an effort to assist you with this matter, we submitted a request to waive your $35.00 late fee on the account. Please allow up to 3-5 business days for this to be indicated on the account.
In regard to your proof of audit request, please be advised that this would need to be requested through a court ordered subpoena. However, you will be able to request an account Payment History which will show proof the overage credit after the payment in the amount of $83.40 has applied to the account.
Regarding the amount paid on August 4, 2018, we refer you to Page 1 under the section titled Federal Consumer Leasing Act Disclosures that states, "Your first monthly payment of $303.70 is due on 8/04/2018". We are unable to reverse a previous payment or remove the last unpaid lease payment as you agreed to pay this amount on August 4, 2018.
Please find enclosed account related documents.
We apologize for any inconvenience this matter may have caused. Thank you for allowing us the opportunity to address your concerns. If further assistance is needed, you may contact us directly at (855) 563-5635.
Sincerely,
CHRYSLER CAPITAL
Enclosures
Lease
Payment History
I apologize for not getting back to you in a timely manner, but my world, the whole world for that matter is in turmoil due to the corona virus.
In response to Chrysler's response, I have to ask some questions. From what I understand, for the "credit" to be applied, timely payments needed to be made in full for the next months bill. Some of the over payments I made date back to last year (1/28/2018, for example). Why was the credit never applied before? To me that looks like that money would just sit on the account until I noticed it? Or asked for it to be applied? What if I didn't notice it? What would have happened to that money? Not only that but timely payment had been made up until I spoke with the first rep back in February. The credit should have been able to be applied on February 14th because I was up to date at that time, my next payment wasn't due till March 3rd!
Now in regards to payments made. When I spoke with the case manager Philip on 2/28/2020, as he tried to make sense of all this to me he came up with a payment "plan" to get the account back on track. At that point no credit had been applied. He told me to make a payment of 152.00 which I did on March 3rd. I waited a few days for that payment to clear to see if anything changed on the online account. My account was still past due. I proceeded to make another payment on March 6th for $136.90 as advised by Philip. I waited a few days and nothing changed on the account. On March 18th. I paid my bill for April 3rd in the amount of 303.70, in full. I went back online, and the status has changed to current, but the verbiage states that I owe a payment in full for April 3rd. Once again no evidence of money credited to the account in the account transaction list, only a waived late fee (if I am correct). Will the credit be shown in the transaction history? I have made several payments in accordance with what I am being told to do, and I still cant "see" the credit applied to the account. I believe that I am "current' at this time, no payment should be due for April 3rd, and my next payment of $83.40 is due on May 3rd and the rest of the credit will be applied then???? With all the payments I made, the online account does not reflect this. Do I pay the 83.40 now? I really feel uncomfortable giving you more money when the issue has not be resolved! This is getting really old. I will wait for a response before I send anymore money at this point. Please reopen the case as this issue is not resolved. Thank you.
April 16, 2020
*** Lynn ***
*** Gulf Gate Place ***
*** XXXXX
Re: Revdex.com Case No.: XXXXXXXX
Chrysler Capital Account No.: ***
Dear Ms.:
We have received your additional complaint submitted through the Revdex.com (Revdex.com), regarding the above-referenced Chrysler Capital account. Thank you for allowing us the continued opportunity to address your concerns.
We regret that you were dissatisfied and did not accept our previous response.
We are aware of the current events that may be affecting our customers and regret any inconvenience you may be experiencing during these times. Our customer's concerns and experiences are of the utmost importance to us and we appreciate your feedback regarding this matter.
On February 20, 2020 an account review by our Accounting Department determined that the account had received a total of 18 payments. The account was past due for February 2020 with a partial amount of $235.10 remaining on the account.
Our records indicate that on February 26, 2019, you spoke with a Chrysler Capital Supervisor that advised you what you would need to do in order to bring the account current for the payment due for February 2020. You were also advised that partial payments are not enough to advance the account to the next payment due date. Our records indicate that you did not submit the remainder of your February 2020 payment until March 3, 2020 in the amount of $152.00.
Please be advised that effective March 6, 2020, you submitted a partial payment in the amount of $136.90 for the payment due for March 3, 2020. A billing statement dated March 11, 2020 was mailed to you at the address on file indicating an amount due for March 2020 of $83.40. You submitted $303.70 effective March 18, 2020, which covered the remainder of March 2020 and rolled a balance of $220.30 to your April 2020 payment.
Please note that any credit amount that is less than your monthly lease payment amount of $303.70, will not credit to the monthly payment until you submit the exact difference to equal the total amount of $303.70.
As stated in our previous response, our records still indicate that an overage in the amount of $220.30 has been applied to your April 3, 2020 lease payment. You would need to submit $83.40, which would cover a full lease payment once it is added to your $220.30 credit. Please note that the credit will not show in the transaction history or advance the April 2020 payment until you submit the difference of $83.40. Once this amount is received, the next payment will be due for a full payment of $303.70 on May 3, 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 may be necessary to contact the agencies directly regarding any disparity between reports.
A review of the information provided to the credit reporting agencies indicates that on March 31, 2020, we advised the agencies that the account was current with a balance of $4,335.00 with no prior delinquencies reported.
We apologize again for any inconvenience this matter may have caused. Thank you for allowing us the opportunity to address your concerns. If further assistance is needed, you may contact us directly at (855) 563-5635.
Sincerely,
CHRYSLER CAPITAL
Enclosures
Billing Statement
(The consumer indicated he/she DID NOT accept the response from the business.)
t. The issue will be resolved on my end once I can see the credit posted to my account. Thank you.
when this all began back in February, I spoke with several reps, all of them telling me different things. No one was able to get a grasp of what was going on with the account or what I needed to do. I wasted tons of time on the phone calling in. Any call made to me was collection based, which was very unprofessional on your end because I was forced to explain to the reps calling me for money to check the account and for them to see that the account was under audit and no money would be paid until the audit was complete. Great customer service on your part. Not one person, in February, could tell me that all I had to do was pay $83.40 and I would be current until the next due date. I followed instructions, against my better judgement at this point, and went ahead and started making random payments for random amounts because no one could really give me the correct information.
I paid the $83.40 and it has posted to the account as of April 17th. There is no evidence of the credit being applied. At this point I don't care how your computers or billing department does business, but I want to see "credit" and the $ amount, and the date of when it has been applied, along with all other payments in chronological order on a letter head of some sort. I don't care if someone has to type it up themselves. I want to be able to see it and have record of it. I don't understand how you cannot generate a report on this!
I will wait for a response here, and I will continue to check my account online to see when the credit is applied. Today is April 20th. According to this most recent correspondence, my next payment is due for May 3rd. I do not appreciate being made to feel like I'm the one who made a mistake here. I overpaid Chrysler, and I always pay my bills on time. This should not have been be this hard to figure out from the beginning. Hopefully I own't have to wait 2 more weeks for a response. And hopefully Chrysler won't continue to try and make me look like an i
The absolute WORST experience on the phone....PERIOD! I have never been so insulted by customer service before!!! I will be doing any and everything in me to ensure none of my friends or family members have anything to do with them! Social media here I come!!! I will be getting out of this somehow and never returning. Pure garbage!
You have got to be kidding me! My car loan was sold to these clowns. I don't believe for a moment that they are a legit business. I can not make an online account because their website just doesn't work. I talked to two women from India, one claimed to be a supervisor. After discussing how their website did not work, they offered me other free payment options. One involved giving them my account number over the phone. I don't think so. Completely shady company, if they actually are a company.
The absolute WORST experience on the phone....PERIOD! I have never been so insulted by customer service before!!! I will be doing any and everything in me to ensure none of my friends or family members have anything to do with them! Social media here I come!!! I will be getting out of this somehow and never returning. Pure garbage!
You have got to be kidding me! My car loan was sold to these clowns. I don't believe for a moment that they are a legit business. I can not make an online account because their website just doesn't work. I talked to two women from India, one claimed to be a supervisor. After discussing how their website did not work, they offered me other free payment options. One involved giving them my account number over the phone. I don't think so. Completely shady company, if they actually are a company.
My former auto loan company, Gateway One Lending and Finance, sold my loan to this company WITHOUT notifying me. I can't get any help regarding this.
My loan was sold to Santander Consumer USA without notification to me. When I called this company at the phone number listed, the representative spoke very poor English. I am trying to make sure this is not an elaborate scam. I was unable to get information on how to set up my online account.
When I finally got them to send me an email, there is NO account information regarding my former loan, no payments listed, and they say I am over two payments late which is not correct.
WHAT IS HAPPENING???
I want all payments listed that I made to Gateway One Lending and Finance, on line access to be able to pay on my account, and appropriate customer service with people who speak English fluently.
March 23, 2020
***
XXXXX *** 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 to learn about your recent experience in attempting to gain access to your account online and interactions with a Customer Service Representative. Our customer's concerns are of the utmost importance to us and we appreciate your feedback.
Please note that effective March 2, 2020, all Gateway One Lending & Finance (Gateway) accounts will now be serviced by Santander. Please note this service transfer does not affect the current terms of your contract. Correspondence of the transfer was mailed to the address on file which matches the address in your complaint on February 21, 2020. Enclosed is a copy.
Regarding your interactions with our Customer Service Department, we apologize for any inconvenience you *** have experience in the level of communication you received.
Regarding online access, please note that we have reviewed the online account and found that MyAccount was registered effectively on March 9, 2020 with an option to receive electronic statements. MyAccount online access provides you the option to view any statement, as well as the Payment History. Please contact us at the Customer Service number below for any future issues regarding your online account or password reset.
Enclosed is a copy of the Payment History, which will confirm all posted payments to the account. If you feel that this is inaccurate and can provide any receipts, running bank statements or front and back copy of checks payable to Santander, we will gladly review this matter further. You may send your documentation through the Revdex.com portal. Once received we will review and respond accordingly.
As of the date of this correspondence, the account is listed as 36 days past due. The account is past due for the monthly payments of February 16, 2020 and March 16, 2020, in the total amount of $952.04, which includes a late fee of $30.00 and a miscellaneous fee of $40.00. The last payment made was for $441.02 and received on February 24, 2020.
Thank you again for allowing us the opportunity to address your concerns. If further assistance is needed you *** contact us directly at (XXX) XXX.***.
Sincerely,
SANTANDER CONSUMER USA INC.
Enclosures
tried to have my payment extended and was done on recording and salesman did not file it into computer properly. charging me for 460 per day latefee.
I am on Social security and my car payment is only $420
i would also like to have no farther contact.
March 20, 2020
***
7622 Ohio River Road, Apt. D
Wheelersburg, OH XXXXX
Re: Revdex.com Case Number: XXXXXXXX
Santander Account Number: ***3919
Dear Ms.:
We have received your complaint submitted through the Revdex.com (Revdex.com), regarding the above referenced Santander Consumer USA Inc. (Santander) account. Thank you for allowing us the opportunity to address your concerns.
Please be advised that Santander contacts our customers in an attempt to help keep their account in good standing. We apologize for any inconvenience caused by this matter. Santander has taken the steps necessary to stop telephone calls regarding your account. You will not receive phone calls, however you will continue to receive mailed correspondence regarding the account.
Our records show that no extensions have been requested or granted on your account, however on January 13, 2020 a due date change was requested by you and granted to change the due date on your account from the 15th of each month to the 4th of each month, which changed your payment due on January 15, 2020 to February 4, 2020.
If you wish to be considered for an extension, please contact us at the telephone number listed below.
Please note that a late fee was assessed to your account on March 15, 2020 in the amount of $20.88 as no payment was received on March 4, 2020. Daily late fees are not charged to your account.
Enclosed is a copy of your Payment History.
Thank you again for allowing us the opportunity to address your concerns. If further assistance is needed regarding an extension, please contact us directly at X (XXX) XXX.4227.
Sincerely,
SANTANDER CONSUMER USA INC.
Enclosure
(The consumer indicated he/she DID NOT accept the response from the business.)
They would not work with me to lower my payments after losing my employment.
April 6, 2020
***
7622 Ohio River Road, Apt. D
Wheelersburg, OH XXXXX
Re: Revdex.com Case Number: XXXXXXXX
Santander Account Number: ***3919
Dear Ms.:
We have received your most recent complaint submitted through the Revdex.com (Revdex.com), regarding the above referenced Santander Consumer USA Inc. (Santander) account. Thank you for allowing us the opportunity to address your additional concerns.
Please note, if you are looking to have your interest rate or payments lowered, you *** be able to do so by seeking alternative financing with another lending institution of your choice. Santander does not currently offer its customers the opportunity to refinance their accounts.
Our records show on January 13, 2020 a due date change was requested by you and granted to change the due date on your account from the 15th of each month to the 4th of each month, which changed your payment due on January 15, 2020 to February 4, 2020. A recording was done at that time and you confirmed the new due date. We apologize for any unintended miscommunication regarding the due date change.
Our records further show on March 28, 2020 a 2 month extension was requested by you and granted on your account for your March and April 2020 payments, bringing your account current and making your next payment due on *** 4, 2020.
Enclosed is a copy of your Payment History.
Thank you again for allowing us the opportunity to address your additional concerns. If further assistance is needed, please contact us directly at X (XXX) XXX.4227.
Sincerely,
SANTANDER CONSUMER USA INC.
Enclosure
I have made many attempts with Santander to work out payment arrangements. I am not ready to close the file since there has not been any resolution. I have spoken with them in an attempt to just get the payments reduced to $200.00 a month and I could bring the account current immediately.
Sincerely,
*** Kaye
I need my title to license my car. I've spent 5 hours on hold over various calls and despite being told they're "faxing it now" it's never arrived.
All I need is my title so that I can license my car. I first called in on 2/28/20 to request it. It was a great call, and I was assured it would be taken care of. But it wasn't. I called back every day last week to request it, over and over again. I still haven't received it. I have to call in the middle of my work day because of their business hours. To date, I've lost almost 10 hours of work between time spent on hold and time spent trying to license my car after they've assured me that they've sent the title. Only to arrive at the department of licensing and be told that it hasn't been received. I've had to purchase mulitple 3 day trip permits because I can't put tags on my car without the title and they can't seem to find the title.
My 2nd call today I spent 40 minutes on hold only to get to the 3rd person in the queue and be hung up on because their office closed. With the exception of the 1st person that I spoke to, the reps I've worked with have been rude, very short and once I asked for a supervisor would verify who I was and just put me in a hold queue. No one seemed concerned that the ball had been dropped multiple times. I was even provided with the email address ***@santandaconsumerusa.com, to use in the event that they failed to resolve my issue. And when they failed to resolve my issue and I reached out the that email, it bounced back as undeliverable.
I honestly just want someone to fax my title to *** Licensing in *** That's all I've ever asked for.
March 20, 2020
CarrieKay ***
*** Ave
*** XXXXX
Re: Revdex.com Case No.: XXXXXXXX
Chrysler Capital Account No.: ***7451
Dear Ms.:
We have received your complaint submitted through the Revdex.com (Revdex.com), regarding the above-referenced Chrysler Capital account. Thank you for allowing us the opportunity to address your concerns.
According to our records, on March 11, 2020 you spoke with an agent in our Executive Office, regarding the issues you experienced after requesting a copy of your title on February 28, 2020. In review of the phone call, you indicated that the issue was resolved and that you received a copy of the requested title document.
We sincerely apologize for any delays and inconvenience you experienced after you made your initial request.
Thank you again for allowing us the opportunity to address your concerns. If you require further assistance please contact us directly at (XXX) XXX-XXXX.
Sincerely,
*** CAPITAL
This finance company sucks, you can pay them and they will still harass you about payments. the don't believe in refinancing to help others out in bad situations which is another awful thing. I gave them a 1 because if you can avoid financing with this company "Please DO". And in order for them to give extensions on your loan instead of them helping they ask you personally questions with "why" behind every question that is being asked. They have some very unprofessional call representatives.
They keep calling me when I told them to stop. They process payments so slow like they are located in another planet.
I need my title to license my car. I've spent 5 hours on hold over various calls and despite being told they're "faxing it now" it's never arrived.
All I need is my title so that I can license my car. I first called in on 2/28/20 to request it. It was a great call, and I was assured it would be taken care of. But it wasn't. I called back every day last week to request it, over and over again. I still haven't received it. I have to call in the middle of my work day because of their business hours. To date, I've lost almost 10 hours of work between time spent on hold and time spent trying to license my car after they've assured me that they've sent the title. Only to arrive at the department of licensing and be told that it hasn't been received. I've had to purchase mulitple 3 day trip permits because I can't put tags on my car without the title and they can't seem to find the title.
My 2nd call today I spent 40 minutes on hold only to get to the 3rd person in the queue and be hung up on because their office closed. With the exception of the 1st person that I spoke to, the reps I've worked with have been rude, very short and once I asked for a supervisor would verify who I was and just put me in a hold queue. No one seemed concerned that the ball had been dropped multiple times. I was even provided with the email address ***@santandaconsumerusa.com, to use in the event that they failed to resolve my issue. And when they failed to resolve my issue and I reached out the that email, it bounced back as undeliverable.
I honestly just want someone to fax my title to *** Licensing in *** That's all I've ever asked for.
March 20, 2020
CarrieKay ***
*** Ave
*** XXXXX
Re: Revdex.com Case No.: XXXXXXXX
Chrysler Capital Account No.: ***7451
Dear Ms.:
We have received your complaint submitted through the Revdex.com (Revdex.com), regarding the above-referenced Chrysler Capital account. Thank you for allowing us the opportunity to address your concerns.
According to our records, on March 11, 2020 you spoke with an agent in our Executive Office, regarding the issues you experienced after requesting a copy of your title on February 28, 2020. In review of the phone call, you indicated that the issue was resolved and that you received a copy of the requested title document.
We sincerely apologize for any delays and inconvenience you experienced after you made your initial request.
Thank you again for allowing us the opportunity to address your concerns. If you require further assistance please contact us directly at (XXX) XXX-XXXX.
Sincerely,
*** CAPITAL
This finance company sucks, you can pay them and they will still harass you about payments. the don't believe in refinancing to help others out in bad situations which is another awful thing. I gave them a 1 because if you can avoid financing with this company "Please DO". And in order for them to give extensions on your loan instead of them helping they ask you personally questions with "why" behind every question that is being asked. They have some very unprofessional call representatives.
They keep calling me when I told them to stop. They process payments so slow like they are located in another planet.
tried to have my payment extended and was done on recording and salesman did not file it into computer properly. charging me for 460 per day latefee.
I am on Social security and my car payment is only $420
i would also like to have no farther contact.
March 20, 2020
***
7622 Ohio River Road, Apt. D
Wheelersburg, OH XXXXX
Re: Revdex.com Case Number: XXXXXXXX
Santander Account Number: ***3919
Dear Ms.:
We have received your complaint submitted through the Revdex.com (Revdex.com), regarding the above referenced Santander Consumer USA Inc. (Santander) account. Thank you for allowing us the opportunity to address your concerns.
Please be advised that Santander contacts our customers in an attempt to help keep their account in good standing. We apologize for any inconvenience caused by this matter. Santander has taken the steps necessary to stop telephone calls regarding your account. You will not receive phone calls, however you will continue to receive mailed correspondence regarding the account.
Our records show that no extensions have been requested or granted on your account, however on January 13, 2020 a due date change was requested by you and granted to change the due date on your account from the 15th of each month to the 4th of each month, which changed your payment due on January 15, 2020 to February 4, 2020.
If you wish to be considered for an extension, please contact us at the telephone number listed below.
Please note that a late fee was assessed to your account on March 15, 2020 in the amount of $20.88 as no payment was received on March 4, 2020. Daily late fees are not charged to your account.
Enclosed is a copy of your Payment History.
Thank you again for allowing us the opportunity to address your concerns. If further assistance is needed regarding an extension, please contact us directly at X (XXX) XXX.4227.
Sincerely,
SANTANDER CONSUMER USA INC.
Enclosure
(The consumer indicated he/she DID NOT accept the response from the business.)
They would not work with me to lower my payments after losing my employment.
April 6, 2020
***
7622 Ohio River Road, Apt. D
Wheelersburg, OH XXXXX
Re: Revdex.com Case Number: XXXXXXXX
Santander Account Number: ***3919
Dear Ms.:
We have received your most recent complaint submitted through the Revdex.com (Revdex.com), regarding the above referenced Santander Consumer USA Inc. (Santander) account. Thank you for allowing us the opportunity to address your additional concerns.
Please note, if you are looking to have your interest rate or payments lowered, you *** be able to do so by seeking alternative financing with another lending institution of your choice. Santander does not currently offer its customers the opportunity to refinance their accounts.
Our records show on January 13, 2020 a due date change was requested by you and granted to change the due date on your account from the 15th of each month to the 4th of each month, which changed your payment due on January 15, 2020 to February 4, 2020. A recording was done at that time and you confirmed the new due date. We apologize for any unintended miscommunication regarding the due date change.
Our records further show on March 28, 2020 a 2 month extension was requested by you and granted on your account for your March and April 2020 payments, bringing your account current and making your next payment due on *** 4, 2020.
Enclosed is a copy of your Payment History.
Thank you again for allowing us the opportunity to address your additional concerns. If further assistance is needed, please contact us directly at X (XXX) XXX.4227.
Sincerely,
SANTANDER CONSUMER USA INC.
Enclosure
I have made many attempts with Santander to work out payment arrangements. I am not ready to close the file since there has not been any resolution. I have spoken with them in an attempt to just get the payments reduced to $200.00 a month and I could bring the account current immediately.
Sincerely,
*** Kaye
I purchased my car through Santander Consumer USA when I was 20 years old with my dad as a cosigner due to being a fairly fresh adult with no credit history at that time. Everything was great for the first year or two, until my parents filed for bankruptcy due to issues with their own personal bills. As my dad was a cosigner on my account, my online portal was deactivated without notice in 2019. After getting in touch with the Customer Service team, I was informed my access was revoked due to the bankruptcy sitting on the account. I asked the representative if I would be able to keep my portal access, as my dad was the individual cosigning the loan and I was the primary signer who did not file for bankruptcy. Unfortunately, that is against their policy, so I was informed that I have to mail or call in payments each month for the remainder of my loan. I have been calling in payments each month, however I have not received an email or a bill since February 2019, so I have no idea what my current balance is sitting at, when it is billed, when it is due, etc.
I have emailed the Customer Service team twice in the past couple of weeks with still no response. I had simple questions regarding getting set up with emailed and/or billed statements so that I can reference my balance each month and to update my home address, as I have recently moved.
I have rated this business one star due to the lack of response from Customer Service, lack of communication regarding the deactivation of my online portal, and feeling like paying my bill is a hassle when it could be simplified.
I feel cheated paying hundreds of dollars to a company that ignores my very simple requests. This company is a corporation. I have to believe they have plentiful staff and/or resources to offer to their clients, but sometimes companies are run poorly. Hoping a review and/or sharing the word will get me somewhere. We will see.
I purchased my car through Santander Consumer USA when I was 20 years old with my dad as a cosigner due to being a fairly fresh adult with no credit history at that time. Everything was great for the first year or two, until my parents filed for bankruptcy due to issues with their own personal bills. As my dad was a cosigner on my account, my online portal was deactivated without notice in 2019. After getting in touch with the Customer Service team, I was informed my access was revoked due to the bankruptcy sitting on the account. I asked the representative if I would be able to keep my portal access, as my dad was the individual cosigning the loan and I was the primary signer who did not file for bankruptcy. Unfortunately, that is against their policy, so I was informed that I have to mail or call in payments each month for the remainder of my loan. I have been calling in payments each month, however I have not received an email or a bill since February 2019, so I have no idea what my current balance is sitting at, when it is billed, when it is due, etc.
I have emailed the Customer Service team twice in the past couple of weeks with still no response. I had simple questions regarding getting set up with emailed and/or billed statements so that I can reference my balance each month and to update my home address, as I have recently moved.
I have rated this business one star due to the lack of response from Customer Service, lack of communication regarding the deactivation of my online portal, and feeling like paying my bill is a hassle when it could be simplified.
I feel cheated paying hundreds of dollars to a company that ignores my very simple requests. This company is a corporation. I have to believe they have plentiful staff and/or resources to offer to their clients, but sometimes companies are run poorly. Hoping a review and/or sharing the word will get me somewhere. We will see.