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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STILL HAVEN'T RECEIVED A REFUND AND ITS BEEN 60 DAYS.
I filed a report against this company in October, Revdex.com case# XXXXXXXX.
Santander responded back to my complaint stating that they cancelled the insurance on 10.16.019 and said to allow UP TO 60 days for my refund. As of today I still haven't received my refund and the mailman already delivered the mail and today marks the 60th day. At this point I am frustrated and livid. Christmas is coming up and I should've had my refund by now. Something needs to be done and I refuse to wait another 60 days because it doesn't take that long. The amount is $2200 and it seems like this company is playing games and I wont get my full 2200 refund because the longer they play games, the less the amount will be.
I want my refund within 5 business days. I refuse to wait another week or month. This is 100% ridiculous and very unprofessional of the company to play games with peoples refunds.
December 30, 2019
*** Y ***
*** Lane
Saint ***, MO XXXXX
Re: Revdex.com Case Number: XXXXXXXX
Santander Account Number: ***7528
Dear Ms.:
We have received your complaint submitted with the Revdex.com (Revdex.com) regarding your Santander Consumer USA Inc. (Santander) account. Thank you for allowing us the opportunity to address your concerns.
Please be advised that we have received a previous similar complaint and have provided a response under Revdex.com Case Number XXXXXXXX.
Our records indicate on October 16, 2019, we sent a request to have the Mechanical Failure Service Contract (Warranty) cancelled. Unfortunately, the Warranty company did not accept our request and has advised that the customer will need to send in the Cancellation Request Forms. Please be advised the Cancellation Request Forms you provided in your previous response do not match the Warranty company. Additionally, our records indicate the service administrator is Fidelity Warranty Services, Inc. and can be reached directly at X(XXX) XXX.5172.
Please note, Santander is not affiliated with Fidelity Warranty Services, Inc. and does not have control over the refund process, timeframe or the amount of the refund as the refund will go to Keffer Automotive, LLC (Dealership), and then to Santander. Furthermore, we have contacted the Dealership regarding the refund process and they have advised that you will need to come into their office and sign the Cancellation Request Forms. The Dealership *** be reached directly at X(XXX) XXX.2772.
We apologize for any inconvenience this *** have caused. Thank you again for allowing us the opportunity to address your concerns. If further assistance is needed, you *** contact us directly at (XXX) XXX.4227.
Sincerely,
SANTANDER CONSUMER USA INC.
(The consumer indicated he/she DID NOT accept the response from the business.)
I have been back and forth with the dealership and If you're telling me that *** warranty services are the ones to contact, I filled those forms out with the dealership on 6/28/2019. I was told that the *** warranty form I filled out was the wrong form and was sent the other form. I need to know if Santander is getting it wrong or if Lugoff is getting it wrong. This makes no sense, Ive been going back and forth for 6 months and all along I had the correct form from the beginning. Attached you will see the form that I sent back to Lugoff Toyota on 6/28/2019. Something is seriously going on. We need to get to the bottom of this.
January 14, 2020
*** Y ***
7746 Wooddale Lane
Saint Louis, MO XXXXX
Re: Revdex.com Case Number: XXXXXXXX
Santander Account Number: ***7528
Dear Ms.:
We have received your additional complaint submitted with the Revdex.com (Revdex.com) regarding your Santander Consumer USA Inc. (Santander) account. Thank you again for allowing us the opportunity to address your concerns.
As stated in the previous response, please be advised the cancellation forms you provided in your previous response and this response, are not for the Warranty, the forms are for the GAP insurance cancellation.
Unfortunately, we contacted the dealership on December 26, 2019, Keffer Automotive, LLC (Dealership), and they advised you will need to come into their office and sign the cancellation forms. The Dealership *** be reached at 1.803.438.2772 or you *** contact the Mechanical Failure Service Contract (Warranty) directly at 1.800.327.5172. At this time, it *** be necessary to contact the Warranty directly to receive the correct cancellation forms.
We apologize this matter has continued. Thank you again for allowing us the opportunity to address your concerns.
Sincerely,
SANTANDER CONSUMER USA INC.
STILL HAVEN'T RECEIVED A REFUND AND ITS BEEN 60 DAYS.
I filed a report against this company in October, Revdex.com case# XXXXXXXX.
Santander responded back to my complaint stating that they cancelled the insurance on 10.16.019 and said to allow UP TO 60 days for my refund. As of today I still haven't received my refund and the mailman already delivered the mail and today marks the 60th day. At this point I am frustrated and livid. Christmas is coming up and I should've had my refund by now. Something needs to be done and I refuse to wait another 60 days because it doesn't take that long. The amount is $2200 and it seems like this company is playing games and I wont get my full 2200 refund because the longer they play games, the less the amount will be.
I want my refund within 5 business days. I refuse to wait another week or month. This is 100% ridiculous and very unprofessional of the company to play games with peoples refunds.
December 30, 2019
*** Y ***
*** Lane
Saint ***, MO XXXXX
Re: Revdex.com Case Number: XXXXXXXX
Santander Account Number: ***7528
Dear Ms.:
We have received your complaint submitted with the Revdex.com (Revdex.com) regarding your Santander Consumer USA Inc. (Santander) account. Thank you for allowing us the opportunity to address your concerns.
Please be advised that we have received a previous similar complaint and have provided a response under Revdex.com Case Number XXXXXXXX.
Our records indicate on October 16, 2019, we sent a request to have the Mechanical Failure Service Contract (Warranty) cancelled. Unfortunately, the Warranty company did not accept our request and has advised that the customer will need to send in the Cancellation Request Forms. Please be advised the Cancellation Request Forms you provided in your previous response do not match the Warranty company. Additionally, our records indicate the service administrator is Fidelity Warranty Services, Inc. and can be reached directly at X(XXX) XXX.5172.
Please note, Santander is not affiliated with Fidelity Warranty Services, Inc. and does not have control over the refund process, timeframe or the amount of the refund as the refund will go to Keffer Automotive, LLC (Dealership), and then to Santander. Furthermore, we have contacted the Dealership regarding the refund process and they have advised that you will need to come into their office and sign the Cancellation Request Forms. The Dealership *** be reached directly at X(XXX) XXX.2772.
We apologize for any inconvenience this *** have caused. Thank you again for allowing us the opportunity to address your concerns. If further assistance is needed, you *** contact us directly at (XXX) XXX.4227.
Sincerely,
SANTANDER CONSUMER USA INC.
(The consumer indicated he/she DID NOT accept the response from the business.)
I have been back and forth with the dealership and If you're telling me that *** warranty services are the ones to contact, I filled those forms out with the dealership on 6/28/2019. I was told that the *** warranty form I filled out was the wrong form and was sent the other form. I need to know if Santander is getting it wrong or if Lugoff is getting it wrong. This makes no sense, Ive been going back and forth for 6 months and all along I had the correct form from the beginning. Attached you will see the form that I sent back to Lugoff Toyota on 6/28/2019. Something is seriously going on. We need to get to the bottom of this.
January 14, 2020
*** Y ***
7746 Wooddale Lane
Saint Louis, MO XXXXX
Re: Revdex.com Case Number: XXXXXXXX
Santander Account Number: ***7528
Dear Ms.:
We have received your additional complaint submitted with the Revdex.com (Revdex.com) regarding your Santander Consumer USA Inc. (Santander) account. Thank you again for allowing us the opportunity to address your concerns.
As stated in the previous response, please be advised the cancellation forms you provided in your previous response and this response, are not for the Warranty, the forms are for the GAP insurance cancellation.
Unfortunately, we contacted the dealership on December 26, 2019, Keffer Automotive, LLC (Dealership), and they advised you will need to come into their office and sign the cancellation forms. The Dealership *** be reached at 1.803.438.2772 or you *** contact the Mechanical Failure Service Contract (Warranty) directly at 1.800.327.5172. At this time, it *** be necessary to contact the Warranty directly to receive the correct cancellation forms.
We apologize this matter has continued. Thank you again for allowing us the opportunity to address your concerns.
Sincerely,
SANTANDER CONSUMER USA INC.
After filing surrender papers the vehicle has not been picked up.
I signed voluntary surrender papers in September 2019 for my 2015 Chevy Trax. As of December 14, 2019 the vehicle has not been picked up and I am still receiving phone calls regarding this issue from Santander. I have been told several different things by them. ( Wrong paperwork, change companies, I need to call company, can't find car on property, etc.) I was also told that no other fees would be charged when I submitted the surrender and then I was told this was wrong that I would be charged. I have explained to them that I can not drive or work due to a cyst in my brain. This is the reason for the surrender. The run around I am getting is unacceptable! I have more important thing to do than waste my energy on this matter anymore. From what I understand, Wisconsin law states that after 10 days the car is abandoned property. I should not be billed for this company's incompetence!This matter needs to be ended!
I wish to be compensated for any payments and fees since the surrender of the car. and any payments and fees going forward.
December 26, 2019
***
West XXXX XXth Street
*** WI 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.
We received the Voluntary Surrender Agreement dated October 3, 2019. The Voluntary Surrender Agreement states the vehicle may be sold at a public or private sale and that the proceeds will be applied to the outstanding balance due on the account. It was agreed you would be responsible for all fees accessed during the repossession, as well as the remaining balance owed.
We apologize the vehicle has not been secured and for the miscommunication regarding our voluntary surrender process. Upon review, our repossession vendors changed. When a new vendor is assigned to secure the vehicle, another address request has to be sent to the company.
Our records indicate our vendor has been attempting to locate the vehicle at West XXXX XXth Street, *** WI XXXXX; however, the vehicle has not been visible to secure. In an effort to successfully secure vehicle, we request that you contact our vendor, Del Mar as soon as possible to set up arrangements for them to secure the vehicle. Please contact Ms. Yadira Betancourt, Del Mar's direct Repossession Representative, at XXX-XXX-XXXX, extension 6925, or at XXX-XXX-XXXX.
We respectfully decline your request to compensate for any payment or fees prior to and after the voluntary repossession. Enclosed is a copy of the Payment History and the Voluntary Surrender Agreement for your records.
Thank you again for allowing us the opportunity to address your concerns. Please contact us directly at (XXX) XXX.4227, if further assistance if needed.
Sincerely,
SANTANDER CONSUMER USA INC.
Enclosures
(The consumer indicated he/she DID NOT accept the response from the business.)
I did not agree to pay any added fees while waiting for the vehicle to be picked up.
I also do not believe that any attempt has been made to pick up the vehicle. It is clearly visible in the driveway. There is no structure for the vehicle to be in and no one has come to the door asking for the keys. There is always someone here.
I again state is should not be my responsibility to contact Del Mar. If there is a problem finding the address, two phone numbers have been provided to obtain directions. The property owner is Leo Muller at XXX-XXX-XXXX. My number is XXX-XXX-XXXX.
Document Attached***
January 13, 2020
***
West XXXX XXth Street
*** WI 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 the above-referenced Santander Consumer USA Inc. (Santander) account. Thank you for allowing us the additional opportunity to address your concerns.
Please note that we are unable to contact you by telephone due to your account being in a cease and desist status. Due to the fact that the repossession agent has been unable to locate the vehicle at the address you provided and is unable to contact you, we respectfully request that you contact Ms. Yadira Betancourt, Del Mar's direct Repossession Representative at XXX-XXX-XXXX X 6925 or at direct number XXX-XXX-XXXX, to make the necessary arrangements for them to secure the vehicle.
In an effort to assist you, we are in the process of waiving late fees in the amount of $147.90 (June through October 2019). Please allow 5 business days for the process to be completed.
Please understand, however, that you will remain responsible for any fees associated with the repossession of the vehicle and any deficiency balance that remains on the account, as you were advised when you completed the voluntary surrender recording.
Thank you again for allowing us the opportunity to address your concerns. Please contact us directly at (XXX) XXX.4227, if further assistance if needed.
Sincerely,
SANTANDER CONSUMER USA INC.
(The consumer indicated he/she DID NOT accept the response from the business.)
I spoke with Miss Yadira Benecourt on January 17th 2020 at 9:20 am central time. She informed me that as of 1-6-2020 Del Mar Recovery did not have this account.
After filing surrender papers the vehicle has not been picked up.
I signed voluntary surrender papers in September 2019 for my 2015 Chevy Trax. As of December 14, 2019 the vehicle has not been picked up and I am still receiving phone calls regarding this issue from Santander. I have been told several different things by them. ( Wrong paperwork, change companies, I need to call company, can't find car on property, etc.) I was also told that no other fees would be charged when I submitted the surrender and then I was told this was wrong that I would be charged. I have explained to them that I can not drive or work due to a cyst in my brain. This is the reason for the surrender. The run around I am getting is unacceptable! I have more important thing to do than waste my energy on this matter anymore. From what I understand, Wisconsin law states that after 10 days the car is abandoned property. I should not be billed for this company's incompetence!This matter needs to be ended!
I wish to be compensated for any payments and fees since the surrender of the car. and any payments and fees going forward.
December 26, 2019
***
West XXXX XXth Street
*** WI 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.
We received the Voluntary Surrender Agreement dated October 3, 2019. The Voluntary Surrender Agreement states the vehicle may be sold at a public or private sale and that the proceeds will be applied to the outstanding balance due on the account. It was agreed you would be responsible for all fees accessed during the repossession, as well as the remaining balance owed.
We apologize the vehicle has not been secured and for the miscommunication regarding our voluntary surrender process. Upon review, our repossession vendors changed. When a new vendor is assigned to secure the vehicle, another address request has to be sent to the company.
Our records indicate our vendor has been attempting to locate the vehicle at West XXXX XXth Street, *** WI XXXXX; however, the vehicle has not been visible to secure. In an effort to successfully secure vehicle, we request that you contact our vendor, Del Mar as soon as possible to set up arrangements for them to secure the vehicle. Please contact Ms. Yadira Betancourt, Del Mar's direct Repossession Representative, at XXX-XXX-XXXX, extension 6925, or at XXX-XXX-XXXX.
We respectfully decline your request to compensate for any payment or fees prior to and after the voluntary repossession. Enclosed is a copy of the Payment History and the Voluntary Surrender Agreement for your records.
Thank you again for allowing us the opportunity to address your concerns. Please contact us directly at (XXX) XXX.4227, if further assistance if needed.
Sincerely,
SANTANDER CONSUMER USA INC.
Enclosures
(The consumer indicated he/she DID NOT accept the response from the business.)
I did not agree to pay any added fees while waiting for the vehicle to be picked up.
I also do not believe that any attempt has been made to pick up the vehicle. It is clearly visible in the driveway. There is no structure for the vehicle to be in and no one has come to the door asking for the keys. There is always someone here.
I again state is should not be my responsibility to contact Del Mar. If there is a problem finding the address, two phone numbers have been provided to obtain directions. The property owner is Leo Muller at XXX-XXX-XXXX. My number is XXX-XXX-XXXX.
Document Attached***
January 13, 2020
***
West XXXX XXth Street
*** WI 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 the above-referenced Santander Consumer USA Inc. (Santander) account. Thank you for allowing us the additional opportunity to address your concerns.
Please note that we are unable to contact you by telephone due to your account being in a cease and desist status. Due to the fact that the repossession agent has been unable to locate the vehicle at the address you provided and is unable to contact you, we respectfully request that you contact Ms. Yadira Betancourt, Del Mar's direct Repossession Representative at XXX-XXX-XXXX X 6925 or at direct number XXX-XXX-XXXX, to make the necessary arrangements for them to secure the vehicle.
In an effort to assist you, we are in the process of waiving late fees in the amount of $147.90 (June through October 2019). Please allow 5 business days for the process to be completed.
Please understand, however, that you will remain responsible for any fees associated with the repossession of the vehicle and any deficiency balance that remains on the account, as you were advised when you completed the voluntary surrender recording.
Thank you again for allowing us the opportunity to address your concerns. Please contact us directly at (XXX) XXX.4227, if further assistance if needed.
Sincerely,
SANTANDER CONSUMER USA INC.
(The consumer indicated he/she DID NOT accept the response from the business.)
I spoke with Miss Yadira Benecourt on January 17th 2020 at 9:20 am central time. She informed me that as of 1-6-2020 Del Mar Recovery did not have this account.
RUN AS FAST AS YOU CAN FROM THEM. (would give 0 stars if possible)
This place a the biggest joke on the planet. It should be illegal for them to be in business and to have control over people's finances and credit. After more years than I would like to admit, I finally paid off my vehicle and thought I was done with them. NOT!! The day BEFORE I made my final payment, the primary borrower and I called on a conference call to ensure they had the correct address on file. We gave the address we wanted everything sent to and the confirmed it. We thought every thing was good. I made the final payment on November 1st and they told me it would talk 15-20 days for a release of lien to be sent. Fair. Things need time to update. On December 5th I called because we still had not received anything. Mind you I have been receiving my statements on a monthly basis at my home address for years with no issues. I called to see what happened and come to find out they sent my release of lien to an ex who has threatened both me and my husband!! I lost my mind on them regarding my safety!! I got them to send it to the correct mailing address and email me a copy. I received the emailed copy on Friday 12/6, downloaded it, and opened it. IT WAS FOR SOMEONE ELSE'S CAR!! The only similarity on the release of lien was the state, but do you want to take a guess how many registered vehicles there are in the state of Texas? I called again on 12/7, lost my mind, and asked them to send the correct one ASAP both by email and via USPS as we are trying to by a house and need this ASAP. I received the emailed one today, 12/9, downloaded it, and opened it. FOR THAT SAME INCORRECT CAR AGAIN!!
Still waiting for the right release of lien.
RUN AS FAST AS YOU CAN FROM THEM. (would give 0 stars if possible)
This place a the biggest joke on the planet. It should be illegal for them to be in business and to have control over people's finances and credit. After more years than I would like to admit, I finally paid off my vehicle and thought I was done with them. NOT!! The day BEFORE I made my final payment, the primary borrower and I called on a conference call to ensure they had the correct address on file. We gave the address we wanted everything sent to and the confirmed it. We thought every thing was good. I made the final payment on November 1st and they told me it would talk 15-20 days for a release of lien to be sent. Fair. Things need time to update. On December 5th I called because we still had not received anything. Mind you I have been receiving my statements on a monthly basis at my home address for years with no issues. I called to see what happened and come to find out they sent my release of lien to an ex who has threatened both me and my husband!! I lost my mind on them regarding my safety!! I got them to send it to the correct mailing address and email me a copy. I received the emailed copy on Friday 12/6, downloaded it, and opened it. IT WAS FOR SOMEONE ELSE'S CAR!! The only similarity on the release of lien was the state, but do you want to take a guess how many registered vehicles there are in the state of Texas? I called again on 12/7, lost my mind, and asked them to send the correct one ASAP both by email and via USPS as we are trying to by a house and need this ASAP. I received the emailed one today, 12/9, downloaded it, and opened it. FOR THAT SAME INCORRECT CAR AGAIN!!
Still waiting for the right release of lien.
Unnecessary involvement & "delays" in processing have caused undue hardship & additional expenses for my family.
On 11-1-19 my mother was rear-ended by another driver. A report was filed, insurance was contacted & my mother had her Jeep in a repair shop on 11-6-19. The other driver's insurance company sent a check to my mother for the repairs. Because her Jeep is a lease my mother also contacted Chrysler Capital. They insisted that the check be sent to them first for "processing". Why this is necessary when the money is for the repair shop that did the work is beyond me but they insisted. They also insisted that the actual check is physically mailed which is time consuming & an unsecured method. Again why is Chrysler inserting themselves as middle men in this process?
The vehicle repairs were completed on 11-18-19 but my mother could not get her vehicle from the shop because Chrysler was still in possession of the insurance check. She had to return the insurance paid rental car on the same day the repairs were completed. This left her without a vehicle because Chrysler capital had the insurance check & would not pay the repair shop. My mother was forced to get a rental car out of pocket, $90, so she could get to work. Chrysler capital assured her the check would be "processed" "as soon as it arrives at the office". Remember it HAD to be mailed.
My mother had to return her rental car, she could not afford to keep it, & she used my car that weekend to get to work. This left me stranded. My car is also a lease & my mother works 30 miles away from our house. That is 60 additional miles each day she has to use my car. That first week it was the Fri-Sun, which is 180 miles extra & will cost me about $45. The second week came and went & Chrysler capital still has not released the check & paid the repair shop. My mother called multiple times a day & got a different excuse each time. Mostly, they would blame the repair shop for not filling out the paperwork correctly. This is not true, my mother took my car to the repair shop & got a copy of everything they have sent multiple times. The 2 lines Chrysler capital clams were not filled in are in fact filled in. I've seen it with my own 2 eyes.
I had to take leave & miss work on Friday so my mother could use my car to go to work. This has now added 180 more miles to my car, plus about 20 for the trip to the repair shop, which is an additional $50 cost to me. I'm not even including the extra gas, which as to be premium in my car. We are now up to $95 I will have to pay because of Chrysler Capital "processing" a check that is not theirs. At one point a customer service rep told my mother they had to make sure the check cleared. Why? The money & check is for the repair shop, why is Chrysler Capital trying to cash it? Why do they need to make sure it clears? It's not their money; they're not the company paying for the repairs. Why are they even involved?
It's now week 3, yes over a month since the actual accident & if I have to take more leave this will negatively affect my job. And all of that is Chrysler Capitals fault. Keep in mind this accident wasn't even my mother's fault, but we are all paying for it. IF she cannot get to work, she cannot make money. Then she would not be able to pay her bills, including her lease payment. Which she is paying still & she doesn't even have use of her vehicle.
Because Chrysler Capital insisted on being an unnecessary middle man & because they are taking their time (this doesn't affect any of their paychecks after all) my household has had to pay money out of pocket, I'm missing work, there are additional fees & wear and tear on my vehicle, & it's causing a significant amount of stress.
In addition, my son has had to miss 2 school events & has had to walk home at night. All because Chrysler capital has deprived my family of a vehicle due to their own negligence, laziness, & poor business practices. My mother is elderly & I'm a 90% disabled veteran. The amount of stress & hardship we have had to endure due to Chrysler Capitals poor practices is reprehensible.
First and foremost, we want them to pay the repair shop so my mother can pick up her vehicle!!!! They also should repay my mother for the cost of the rental car she had to pay out of pocket, at $90. They should also pay for the extra mileage to my lease, which to-date is 380 miles, at .25/mile equals $95. If it hits this Friday (Dec 6th) that will be an additional 60 miles each day or $15 each day. If this does last through this weekend it will also deprive me of groceries because Saturday is shopping day (the first Saturday saves me 15% off of my groceries because I'm a disabled veteran and that is a lot of money).
December 13, 2019
***
XXXXX *** Path ***
*** XXXXX
RE: Revdex.com Case Number: XXXXXXXX
Chrysler Capital Account Number: ***
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 to learn about your experience and we apologize for any misinformation you *** have received while attempting to have the repair check sent to the body shop. Our customer's concerns are of the utmost importance to us and we appreciate your feedback.
Our records indicate on November 13, 2019, *** (Borrower) contacted our Customer Service Department advising the 2018 Jeep Compass (Vehicle) was damaged and a third party insurance company would pay to repair the Vehicle. On November 18, 2019, the insurance repair check in the amount of $1,999.07 was received.
Please be advised, all insurance checks are mailed to Chrysler Capital first so that we can insure the Vehicle is properly repaired as we are the lienholder, in addition to endorsing the back of the check. Unfortunately we are unable to have the funds wired to Chrysler Capital and then to the body shop.
After a review of the account, our records indicate the Borrower contacted our Insurance Department on multiple occasions and had been advised the repair check would be expedited and overnighted. Unfortunately, the body shop has not provided the correct documentation in order to release the repair check. Our records indicate several attempts made by our Insurance Department to advise the body shop that the W9 provided is incomplete, and that their Employee Identification Number is invalid.
After further review, our records indicate on December 4, 2019, the Borrower spoke with our Executive Office regarding the repair claim and she was advised that she is allowed to pay for the repairs. Chrysler Capital will reimburse the Borrower as long as she provides a Final Invoice with the full Vehicle Identification Number (VIN) of the Vehicle showing the repairs are completed, and the method used to pay for the repairs (i.e. debit card, credit card etc.). Please note, the invoice must state, "Final Invoice".
Although we empathize with your situation, we respectfully decline to provide a rental car, any reimbursement for a rental car, or any extra mileage on your lease, as we have made all efforts to release the repair check to the body shop in a timely manner.
We also spoke with the body shop on December 11, 2019 and told them that we have not received proper documentation.
Thank you for allowing us the opportunity to address your concerns. If further assistance is needed, please contact us directly at 1 (855) 563-5635.
Sincerely,
CHRYSLER CAPITAL
Enclosure
Lease
Payments misapplied from property tax to the bill. Accounting team did not want to resolve my issue. Issue was not my fault.
I have a leased vehicle with Chrysler Capital. When property tax was applied to my bill, customer service told me that I could make as many payments as I wanted to and to just call after each payment to let them know where to apply it too. After a couple of payments of making 2 payments a month, I noticed my account was passed due. I called and spoke to customer service over 6-7 times. When they couldn't resolve the problem I was transferred to the executive office. I explained that I made two $200 payments each month, for the past 3-4 months. The first $200 payment would go towards my bill and the second $200, $148.48 was suppose to go towards the bill as well (to finish paying it) and $51.60 was suppose to go towards the property tax. My total monthly payment was $400. They weren't able to correct this because apparently it was my intention to make larger payments towards the property tax. They have recorded phone calls and written conversations of me and customer service stating where I want payments applied too but apparently this wasn't sufficient. The person on the executive team understood where I was coming from and sent several request to the accounting team to get my account corrected/current but each time they would send a denial. The representative I spoke to talked to his manager who would be able to get this done faster/correctly. This manager did not allow the account to be brought to current (transfer money from the property tax to the bill) because it was my intention to pay the property tax and not the bill. This is very frustrating because the bills were always made on time. I always have to call them back to follow up on the status of this claim because they would hardly ever call me. Today, I was told that they would be able to transfer $100 from property tax to my bill. I don't understand why they can transfer the full amount needed to bring my account current. What's the difference between $100 or the $148.40 that needed to bring my account current?
I am looking to get my bill current so that it doesn't effect my credit. All I want is my previous phone calls to he heard and taken care of.
December 17, 2019
***
*** Lake ***
*** 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 your Chrysler Capital account. Thank you for allowing us the opportunity to address your concerns.
We regret to learn about your concerns regarding the allocation of your payments. Our customers concerns are of the utmost importance to us and we appreciate your feedback.
After a review of the information provided in your complaint, unfortunately, we are unable to substantiate your statement that a Customer Service Representative advised that you could make as many payments as you like and to call our Customer Service Department to inform us how the payments should be applied.
Our records indicate on September 18, 2019 contact was made with our Customer Service Department, explaining the payment of $200.00 received on August 21, 2019 should be applied towards August 29, 2019 payment, and the additional payment of $200.00 made on August 23, 2019, would also be applied to August 29, 2019 payment, and any remaining balance should go towards the property taxes assessed.
A payment of $200.00 was received on September 18, 2019, during that time our Customer Service Representative submitted a payment allocation request to our Accounting Department to apply the payments as requested. As of September 19, 2019, the account was due for a partial payment of $261.32.
On September 23, 2019 our Customer Service Department explained the account was 25 days past due for August 29, 2019 payment, including late fees. During the call it was mentioned a balance for the property taxes should be due, rather than August 2019 payment, and the $200.00 payment received on September 18, 2019 should have been applied towards September 29, 2019 payment. Additionally, you previously requested to apply $51.60 to property taxes from the $200.00 payment received on July 24, 2019 and $51.60 to property taxes from $200.00 payment received on August 28, 2019.
During the conversation it was explained a double payment of $200.00 was received for each month up until September 25, 2019, it was advised the next payment wasn't due until October 29, 2019 and a credit of $161.40 should be applied to the property taxes, leaving a property tax due for an amount of $203.64. Our Customer Service Representative explained the funds applied to property taxes can be applied towards the monthly payment, leaving the property taxes due.
Please note, when the payments were posting towards the property taxes, the account was still in a delinquent status, due to lack of an overpayment to cover monthly payments. In addition, the account was never denied assistance regarding the payment allocations. The account was denied a waiver of $31.88 for reimbursement for a parking violation ticket.
On November 18, 2019, contact was made with our Executive Office, during that call, it was explained the $200.00 was reversed from the property tax and reapplied to the payment and the account indicated an outstanding balance of $245.20 for October's payment. Our Executive Office requested an audited on the account with our Accounting Department to ensure the previous reallocations requested were correctly applied. In addition late fees of $32.94 that were assessed were waived.
As of December 2, 2019 an audit was completed and over the term of the lease, the total amount paid was $3,936.44, out of this amount $3,587.20 went towards payments and $349.24 went towards property taxes. Please note, this amount does not include unpledged payments.
On December 3, 2019 contact was made with our Customer Service Department and the details of the audit were explained. We explained we will apply $100.00 to October's payment, which was posted effectively on December 3, 2019 and left a remaining balance due of $145.20.
A payment of $493.60 was received on December 4, 2019, which satisfied October 2019 and November 2019 payments.
To prevent this matter from occurring in the future, we kindly recommend to please make payments in full and any payment intended to be applied towards fees should be made separate from your monthly lease payment. Once the additional payment is posted you may contact our office to allocate them towards any outstanding fees accordingly.
As of this dated correspondence the account is currently due for a payment of $349.40 on December 29, 2019, with an amount of $106.08 outstanding for property taxes.
The Fair Credit Reporting Act (FCRA) states that we are required to accurately report all account information to the Credit Bureaus. Please note that we provide account information to the four major credit reporting agencies Experian, Equifax, Transunion, and Innovis. It may be necessary to contact the agencies directly regarding any disparity between reports.
A review of the information provided to the credit reporting agencies shows that on October 31, 2019, we advised the agencies that the account was Current, with a balance of $10,198.00 with no reported delinquencies.
Enclosed is a copy of the Payment History.
We do apologize for any miscommunication or inconvenience this *** have caused. Thank you again for allowing us the opportunity to address your concerns. If further assistance is, you *** contact us directly at X (XXX) XXX.5635.
Sincerely,
CHRYSLER CAPITAL
Enclosures
Payment History
Unnecessary involvement & "delays" in processing have caused undue hardship & additional expenses for my family.
On 11-1-19 my mother was rear-ended by another driver. A report was filed, insurance was contacted & my mother had her Jeep in a repair shop on 11-6-19. The other driver's insurance company sent a check to my mother for the repairs. Because her Jeep is a lease my mother also contacted Chrysler Capital. They insisted that the check be sent to them first for "processing". Why this is necessary when the money is for the repair shop that did the work is beyond me but they insisted. They also insisted that the actual check is physically mailed which is time consuming & an unsecured method. Again why is Chrysler inserting themselves as middle men in this process?
The vehicle repairs were completed on 11-18-19 but my mother could not get her vehicle from the shop because Chrysler was still in possession of the insurance check. She had to return the insurance paid rental car on the same day the repairs were completed. This left her without a vehicle because Chrysler capital had the insurance check & would not pay the repair shop. My mother was forced to get a rental car out of pocket, $90, so she could get to work. Chrysler capital assured her the check would be "processed" "as soon as it arrives at the office". Remember it HAD to be mailed.
My mother had to return her rental car, she could not afford to keep it, & she used my car that weekend to get to work. This left me stranded. My car is also a lease & my mother works 30 miles away from our house. That is 60 additional miles each day she has to use my car. That first week it was the Fri-Sun, which is 180 miles extra & will cost me about $45. The second week came and went & Chrysler capital still has not released the check & paid the repair shop. My mother called multiple times a day & got a different excuse each time. Mostly, they would blame the repair shop for not filling out the paperwork correctly. This is not true, my mother took my car to the repair shop & got a copy of everything they have sent multiple times. The 2 lines Chrysler capital clams were not filled in are in fact filled in. I've seen it with my own 2 eyes.
I had to take leave & miss work on Friday so my mother could use my car to go to work. This has now added 180 more miles to my car, plus about 20 for the trip to the repair shop, which is an additional $50 cost to me. I'm not even including the extra gas, which as to be premium in my car. We are now up to $95 I will have to pay because of Chrysler Capital "processing" a check that is not theirs. At one point a customer service rep told my mother they had to make sure the check cleared. Why? The money & check is for the repair shop, why is Chrysler Capital trying to cash it? Why do they need to make sure it clears? It's not their money; they're not the company paying for the repairs. Why are they even involved?
It's now week 3, yes over a month since the actual accident & if I have to take more leave this will negatively affect my job. And all of that is Chrysler Capitals fault. Keep in mind this accident wasn't even my mother's fault, but we are all paying for it. IF she cannot get to work, she cannot make money. Then she would not be able to pay her bills, including her lease payment. Which she is paying still & she doesn't even have use of her vehicle.
Because Chrysler Capital insisted on being an unnecessary middle man & because they are taking their time (this doesn't affect any of their paychecks after all) my household has had to pay money out of pocket, I'm missing work, there are additional fees & wear and tear on my vehicle, & it's causing a significant amount of stress.
In addition, my son has had to miss 2 school events & has had to walk home at night. All because Chrysler capital has deprived my family of a vehicle due to their own negligence, laziness, & poor business practices. My mother is elderly & I'm a 90% disabled veteran. The amount of stress & hardship we have had to endure due to Chrysler Capitals poor practices is reprehensible.
First and foremost, we want them to pay the repair shop so my mother can pick up her vehicle!!!! They also should repay my mother for the cost of the rental car she had to pay out of pocket, at $90. They should also pay for the extra mileage to my lease, which to-date is 380 miles, at .25/mile equals $95. If it hits this Friday (Dec 6th) that will be an additional 60 miles each day or $15 each day. If this does last through this weekend it will also deprive me of groceries because Saturday is shopping day (the first Saturday saves me 15% off of my groceries because I'm a disabled veteran and that is a lot of money).
December 13, 2019
***
XXXXX *** Path ***
*** XXXXX
RE: Revdex.com Case Number: XXXXXXXX
Chrysler Capital Account Number: ***
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 to learn about your experience and we apologize for any misinformation you *** have received while attempting to have the repair check sent to the body shop. Our customer's concerns are of the utmost importance to us and we appreciate your feedback.
Our records indicate on November 13, 2019, *** (Borrower) contacted our Customer Service Department advising the 2018 Jeep Compass (Vehicle) was damaged and a third party insurance company would pay to repair the Vehicle. On November 18, 2019, the insurance repair check in the amount of $1,999.07 was received.
Please be advised, all insurance checks are mailed to Chrysler Capital first so that we can insure the Vehicle is properly repaired as we are the lienholder, in addition to endorsing the back of the check. Unfortunately we are unable to have the funds wired to Chrysler Capital and then to the body shop.
After a review of the account, our records indicate the Borrower contacted our Insurance Department on multiple occasions and had been advised the repair check would be expedited and overnighted. Unfortunately, the body shop has not provided the correct documentation in order to release the repair check. Our records indicate several attempts made by our Insurance Department to advise the body shop that the W9 provided is incomplete, and that their Employee Identification Number is invalid.
After further review, our records indicate on December 4, 2019, the Borrower spoke with our Executive Office regarding the repair claim and she was advised that she is allowed to pay for the repairs. Chrysler Capital will reimburse the Borrower as long as she provides a Final Invoice with the full Vehicle Identification Number (VIN) of the Vehicle showing the repairs are completed, and the method used to pay for the repairs (i.e. debit card, credit card etc.). Please note, the invoice must state, "Final Invoice".
Although we empathize with your situation, we respectfully decline to provide a rental car, any reimbursement for a rental car, or any extra mileage on your lease, as we have made all efforts to release the repair check to the body shop in a timely manner.
We also spoke with the body shop on December 11, 2019 and told them that we have not received proper documentation.
Thank you for allowing us the opportunity to address your concerns. If further assistance is needed, please contact us directly at 1 (855) 563-5635.
Sincerely,
CHRYSLER CAPITAL
Enclosure
Lease
Payments misapplied from property tax to the bill. Accounting team did not want to resolve my issue. Issue was not my fault.
I have a leased vehicle with Chrysler Capital. When property tax was applied to my bill, customer service told me that I could make as many payments as I wanted to and to just call after each payment to let them know where to apply it too. After a couple of payments of making 2 payments a month, I noticed my account was passed due. I called and spoke to customer service over 6-7 times. When they couldn't resolve the problem I was transferred to the executive office. I explained that I made two $200 payments each month, for the past 3-4 months. The first $200 payment would go towards my bill and the second $200, $148.48 was suppose to go towards the bill as well (to finish paying it) and $51.60 was suppose to go towards the property tax. My total monthly payment was $400. They weren't able to correct this because apparently it was my intention to make larger payments towards the property tax. They have recorded phone calls and written conversations of me and customer service stating where I want payments applied too but apparently this wasn't sufficient. The person on the executive team understood where I was coming from and sent several request to the accounting team to get my account corrected/current but each time they would send a denial. The representative I spoke to talked to his manager who would be able to get this done faster/correctly. This manager did not allow the account to be brought to current (transfer money from the property tax to the bill) because it was my intention to pay the property tax and not the bill. This is very frustrating because the bills were always made on time. I always have to call them back to follow up on the status of this claim because they would hardly ever call me. Today, I was told that they would be able to transfer $100 from property tax to my bill. I don't understand why they can transfer the full amount needed to bring my account current. What's the difference between $100 or the $148.40 that needed to bring my account current?
I am looking to get my bill current so that it doesn't effect my credit. All I want is my previous phone calls to he heard and taken care of.
December 17, 2019
***
*** Lake ***
*** 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 your Chrysler Capital account. Thank you for allowing us the opportunity to address your concerns.
We regret to learn about your concerns regarding the allocation of your payments. Our customers concerns are of the utmost importance to us and we appreciate your feedback.
After a review of the information provided in your complaint, unfortunately, we are unable to substantiate your statement that a Customer Service Representative advised that you could make as many payments as you like and to call our Customer Service Department to inform us how the payments should be applied.
Our records indicate on September 18, 2019 contact was made with our Customer Service Department, explaining the payment of $200.00 received on August 21, 2019 should be applied towards August 29, 2019 payment, and the additional payment of $200.00 made on August 23, 2019, would also be applied to August 29, 2019 payment, and any remaining balance should go towards the property taxes assessed.
A payment of $200.00 was received on September 18, 2019, during that time our Customer Service Representative submitted a payment allocation request to our Accounting Department to apply the payments as requested. As of September 19, 2019, the account was due for a partial payment of $261.32.
On September 23, 2019 our Customer Service Department explained the account was 25 days past due for August 29, 2019 payment, including late fees. During the call it was mentioned a balance for the property taxes should be due, rather than August 2019 payment, and the $200.00 payment received on September 18, 2019 should have been applied towards September 29, 2019 payment. Additionally, you previously requested to apply $51.60 to property taxes from the $200.00 payment received on July 24, 2019 and $51.60 to property taxes from $200.00 payment received on August 28, 2019.
During the conversation it was explained a double payment of $200.00 was received for each month up until September 25, 2019, it was advised the next payment wasn't due until October 29, 2019 and a credit of $161.40 should be applied to the property taxes, leaving a property tax due for an amount of $203.64. Our Customer Service Representative explained the funds applied to property taxes can be applied towards the monthly payment, leaving the property taxes due.
Please note, when the payments were posting towards the property taxes, the account was still in a delinquent status, due to lack of an overpayment to cover monthly payments. In addition, the account was never denied assistance regarding the payment allocations. The account was denied a waiver of $31.88 for reimbursement for a parking violation ticket.
On November 18, 2019, contact was made with our Executive Office, during that call, it was explained the $200.00 was reversed from the property tax and reapplied to the payment and the account indicated an outstanding balance of $245.20 for October's payment. Our Executive Office requested an audited on the account with our Accounting Department to ensure the previous reallocations requested were correctly applied. In addition late fees of $32.94 that were assessed were waived.
As of December 2, 2019 an audit was completed and over the term of the lease, the total amount paid was $3,936.44, out of this amount $3,587.20 went towards payments and $349.24 went towards property taxes. Please note, this amount does not include unpledged payments.
On December 3, 2019 contact was made with our Customer Service Department and the details of the audit were explained. We explained we will apply $100.00 to October's payment, which was posted effectively on December 3, 2019 and left a remaining balance due of $145.20.
A payment of $493.60 was received on December 4, 2019, which satisfied October 2019 and November 2019 payments.
To prevent this matter from occurring in the future, we kindly recommend to please make payments in full and any payment intended to be applied towards fees should be made separate from your monthly lease payment. Once the additional payment is posted you may contact our office to allocate them towards any outstanding fees accordingly.
As of this dated correspondence the account is currently due for a payment of $349.40 on December 29, 2019, with an amount of $106.08 outstanding for property taxes.
The Fair Credit Reporting Act (FCRA) states that we are required to accurately report all account information to the Credit Bureaus. Please note that we provide account information to the four major credit reporting agencies Experian, Equifax, Transunion, and Innovis. It may be necessary to contact the agencies directly regarding any disparity between reports.
A review of the information provided to the credit reporting agencies shows that on October 31, 2019, we advised the agencies that the account was Current, with a balance of $10,198.00 with no reported delinquencies.
Enclosed is a copy of the Payment History.
We do apologize for any miscommunication or inconvenience this *** have caused. Thank you again for allowing us the opportunity to address your concerns. If further assistance is, you *** contact us directly at X (XXX) XXX.5635.
Sincerely,
CHRYSLER CAPITAL
Enclosures
Payment History
this is the worst company to do any business with. crooks. I refinanced the car with a credit union, paid off on 11/20/19. as good faith I paid my car payment on 11/18/19, they cashed that check on 11/25/19 after the account was closed. called to see when I would receive the over payment back and was told maybe after 30 days when accounting noticed the over payment. How could you not see that the account was closed when you received a payment on the account. talked to a manager who was rude and all I got was the run around about faxing a unaltered bank transaction to prove that the payment was good. THE ACCOUNT WAS CLOSED, does matter if the payment was good or bad. now you are going to keep my money until you feel like returning it. business like this has got to be illegal. someone needs to file a class action suit against this company and get earned interest for all the people that have been taken advantaged of. someone please get the word out to anyone thinking about using this company, the will screw you over.
this is the worst company to do any business with. crooks. I refinanced the car with a credit union, paid off on 11/20/19. as good faith I paid my car payment on 11/18/19, they cashed that check on 11/25/19 after the account was closed. called to see when I would receive the over payment back and was told maybe after 30 days when accounting noticed the over payment. How could you not see that the account was closed when you received a payment on the account. talked to a manager who was rude and all I got was the run around about faxing a unaltered bank transaction to prove that the payment was good. THE ACCOUNT WAS CLOSED, does matter if the payment was good or bad. now you are going to keep my money until you feel like returning it. business like this has got to be illegal. someone needs to file a class action suit against this company and get earned interest for all the people that have been taken advantaged of. someone please get the word out to anyone thinking about using this company, the will screw you over.
A horrible company that needs to be shut down There fraud and scammers and I hope they go out of business
A horrible company that needs to be shut down There fraud and scammers and I hope they go out of business
Insurance repair check mailed on 11-13-2019. Repairs completed XX-XX-XXXXX. Body shop still does not have check.
Received check for repairs on 11-13-2019 from insurance co. Called Chrysler capital to see what I need to do. Told me to mail check to Chrysler capital at 5201 rufe snow dr. Suite 400
North Richland hills TX 76180. I did that day. Called the 20th to see if received. And everyday after until it was received the 24th. Now I do not have any transportation because the rental car had to be turned in when the repairs were done. Also my car was held at the body shop until they get there money. After the check was received there they told me they had to send to another place.(address unknown) phone number for them is 855-858-0808. Called them everyday until the check arrived. But need to be processed. They said could be a couple of days. Also found out the fax from auto body was not complete. Instead of call me or the body shop they let it set there. Until I called days later. I asked why they didn't call them. They said nothing. Talked to Steven on 11-26 at 1:00pm Said to to upload info and review. Should be done today. Called again at 3:00pm talked to celslic? Has not been uploaded would take a day or 2. At 7:51pm called. Talked to Robert. Asked him about the fax the auto body shop resent. He said everything came through and all documents were there and everything was readable. Because it was late to call back tomorrow and everything should be done. They will over night the check to auto body. Just call at 9:11am 11-27. Talked to jacklyn said it would take until Monday. I was also told on several occasions that they would expedite this for me?. This is there idea of expedite? I have talked to more then 10 different people. If they need anything they wait until the customer calls. Instead of taking care of it right away. I no that there were some problems with the body shops faxes. But like me they were not notified. Until I called I asked them everytime why didn't they call. Everytime they were quite. All these problems could have been solved on day 1 when they received the check. I have been without transportation since 11-14. I have a job. I had to rent a car for 2 days until I could borrow one for the weekend. Thank god by daughter doesn't work weekends. I am a senior citizen who does not make alot of money. I work at a restaurant. I have had to cancel medical appointments because of no car. I will never lease a car from Chrysler capital again. I was the victim here. I was the one that was rear ended. It should take this long for a claim. I did everything I was supposed to do . I made sure the body shop was approved by the 3 jeep deals here so the repairs were done right. I did everything Chrysler capital told me to do. The problem is they only tell small amounts at a time. From a different person every time. Why mail the repair check? In our day and age that's the best and most secure and most effective way? That's is so unbelievable. Especially when it take so long for mail. While your car sets at a body shop waiting for there money. And the customer is waiting on there car. This all depends on the us mail. And employees that have a major lack of communication not only with there customers but also between them selves
and there other departments. They also tell you want you want to here. "WE WILL MAKE SURE THIS IS EXPEDITED
they said all the calls are recorded. You might want to listen to them.Excuse some of my language .
For rental car. And any future rental car. Because I have no faith that I will get my car on Monday . I would also like my car on Monday. I would also like a way to get out of this lease. I do not want to go through this again. Being a victim in a car accident. This is totally unprofessional. And this is the best a company like Chrysler capital can do. This has been a nightmare. Especially when you are told should be uploaded or processed by a certain date and it is not. And told one thing from one person and then another by someone else. This is what they call EXPEDITED. Because they do not care about the customer. I told them my situation. Not one of them even tried to expedite this.
December 12, 2019
***
XXXXX *** Path ***
*** XXXXX
RE: Revdex.com Case Number: XXXXXXXX
Chrysler Capital Account Number: ***
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 to learn about your experience and we apologize for any misinformation you may have received while attempting to have the repair check sent to the body shop. Our customer's concerns are of the utmost importance to us and we appreciate your feedback.
Our records indicate on November 13, 2019, you contacted our Customer Service Department advising your 2018 Jeep Compass (Vehicle) was damaged and a third party insurance company would pay to repair the Vehicle. On November 18, 2019, the insurance repair check in the amount of $1,999.07 was received.
Please be advised, all insurance checks are mailed to Chrysler Capital first so that we can insure the Vehicle is properly repaired as we are the lienholder, in addition to endorsing the back of the check.
After a review of the account, our records indicate you have contacted our Insurance Department on multiple occasions and have been advised the repair check would be expedited and overnighted. Unfortunately, the body shop has not provided the correct documentation in order to release the repair check. Our records indicate several attempts made by our Insurance Department to advise the body shop that the W9 provided is incomplete, and that their Employee Identification Number is invalid.
After further review, our records indicate on December 4, 2019, you spoke with our Executive Office regarding the repair claim and you were advised that you are allowed to pay for the repairs. Chrysler Capital will reimburse you as long as you provide a Final Invoice with the full Vehicle Identification Number (VIN) of the Vehicle showing the repairs are completed, and the method used to pay for the repairs (i.e. debit card, credit card etc.). Please note, the invoice must state, "Final Invoice".
Although we empathize with your situation, we respectfully decline to provide a rental car or any reimbursement for a rental car as we have made all efforts to release the repair check to the body shop in a timely manner.
We also spoke with you on December 11, 2019 and told you that until proper documentation has been received and reviewed, we will not release the repair check.
Thank you for allowing us the opportunity to address your concerns. If further assistance is needed, please contact us directly at 1 (855) 563-5635.
Sincerely,
CHRYSLER CAPITAL
Enclosure
Lease
I have a car loan with this company ran into financial issues. Santander refuse to help.
Purchased a 2015 Rogue and the loan was financed with Santander. Shortly after ran into financial issues the payments were made late but with in the same month fast forward to June 2019 I tried to make a single payment to cover June which would of been 546 instead the we're trying to take 1107 out of my account. When I called to speak with customer service rep she told me that it was nothing that can be done and that the system will try to draft the account 2 more times in which it did and it left my account overdrawn and late on payments including the loan payments. When I called them to see if there was and deferment or anything that they can do so I can get on track with my payments THEY said NO and at that time my payments were only a few weeks behind. The rep that I spoke with said as long as the payments are made within the same month it's ok which turned out to be a lie it gets report to the credit company as late. Because in there system it reports as late. Mind you I'm still trying to recover from them overdraft my account three times and causing my bank account to be a mess. I had over $400 in late fees. Contacted Santander to see if the could refund me the fees that they caused the rep said no. When my account became one month past due again reached out to Santander and again they said no when the account became two months past due called them again they said no it's nothing that they can do. Currently the car is up for repo. Which is not fair I have trying to work with this company and they don't want to help
I would like Santander to call me, make adjustments to my monthly payment so I can catch up on my payments.
December 13, 2019
***
*** Drive
*** XXXXX
Re: Revdex.com Case No.: XXXXXXXX
Santander Account No.: ***
Dear Mr.:
We have received your complaint submitted through the Revdex.com (Revdex.com), regarding your Santander Consumer USA Inc. (Santander) account. Thank you for allowing us the opportunity to address your concerns.
We regret to learn about your concerns regarding for unforeseen circumstances. Our customers concerns 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 October 31, 2018 in connection with the purchase of a 2015 Nissan Rogue (Vehicle). The amount financed was $22,624.87 at an annual percentage rate (APR) of 19.84%. The payment schedule called for 72 monthly payments of $543.64 each month, with the first payment due on December 13, 2018.
In addition, our records indicate on December 19, 2018, the account was 6 days past due, for the first payment when contact was made with our office, explaining that financial difficulties occurred. During that time you requested a payment extension and our Customer Service Department explained the account was not eligible at the time for payment assistance.
On May 30, 2019, contact was made with our office and the account was 25 days past due at that time. It was explained the reason the account was delinquent was due to unexpected expenses that cost $400.00 out of pocket. Upon review, a payment arrangement was agreed upon to make a full payment of $543.64 on June 15, 2019, a half of payment of $271.82 before June 30, 2019 in addition to a payment and a half in July 2019. During that time another extension was requested and our Customer Service Department explained, with only 4 payments made and that each monthly payment has been late, we declined the assistance due to needing to establish more time with the monthly payments in order to be eligible for payment assistance.
On May 31, 2019, the account was 26 days past due, contact was made with our office a payment could not be received due to a family emergency, it was mentioned the remaining of May 2019 payment will made with June 2019 monthly payment on June 14, 2019. Our Customer Service Department explained the minimum payment needed was $458.00, which was made via debit card on May 31, 2019 and the account reduced to 9 days past due.
On June 14, 2019, the authorized party (Chelsea Dobbin's) contacted our office to make a payment of $543.64, which the payment arrangements were confirmed as a promise to pay. The payment was made through our text Interactive Voice Response (IVR) system, which was not completed with our Customer Service Department. On June 15, 2019 a payment of $1,107.94 was received via text IVR and returned as non-sufficient funds (NSF) on June 28, 2019. Please note, we have no record of contact with our Customer Service Department to request a stop payment of $1,107.94.
On June 30, 2019, the authorized party advised a double payment was made to the account. The Customer Service Representative set arrangements for a monthly payment of $543.00 and recommended to contact the financial institution, due to not having the ability to stop the check payment which was generated through the IVR system, it was advised the account may try and draft the payment once more. We kindly suggest you contact your financial institution regarding any overdraft fees that occurred, unfortunately we would not be able to provide any refunds, as this was not an error on behalf of Santander.
On July 5, 2019, contact was made with our office regarding an extension, upon review it was mentioned the reason the account was delinquent was due to the authorized party had a reduction of income and the account was 30 days past due. The assistance could not be granted unfortunately.
In addition, our records indicate that we mailed a letter to the address on file titled, Notice of Right to Cure Default and Requirement of Strict Compliance (RTC), dated August 25, 2019 which advised you that the account was in default and if not cured by September 8, 2019 we may take possession of the Vehicle.
Our records indicate a payment of $544.00 was attempted on September 7, 2019, the payment reversed as a returned NSF effectively on September 20, 2019.
In addition, contact was made with our Customer Service Department and a payment was mentioned needed in order to request assistance, it was mentioned a payment could not be made until October 19, 2019. The Customer Service Representative explained an extension would not help the account, due to will still be past due as the last payment received was on May 31, 2019 for $458.00.
We have no record of a Customer Service Representative advising if the payments are made within the same month, the account will not report to the Credit Bureaus. Please note, the account reports at 30 days past due 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 may be necessary to contact the agencies directly regarding any disparity between reports.
A review of the information provided to the credit reporting agencies shows that on October 31, 2019, we advised the agencies to report the account as 90 plus days past due , with a current balance of $23, 976.00.
Prior delinquencies reported one (1) times 30 days past due for August 2019 payment, one (1) times 60 days past due for September 2019 payment, and one (1) times 90 days past due for October 2019 payment. A review of the account and payment history, the account will begin reporting as a Charge Off after November 30, 2019, when the account exceeded over 120 days past due.
As of this dated correspondence the account is assigned for repossession. We kindly suggest you contact our Customer Service Department to make payment arrangements or discuss the available options.
We respectfully decline your request to make any additional changes or adjustments to your monthly payments to bring the account current.
Enclosed are copies of the Contract, and Payment History.
We hope that the written explanation we have provided above regarding the account activity is helpful to you. If further assistance is needed, please contact us directly at (XXX) XXX.4227.
Sincerely,
SANTANDER CONSUMER USA INC.
Enclosures
Insurance repair check mailed on 11-13-2019. Repairs completed XX-XX-XXXXX. Body shop still does not have check.
Received check for repairs on 11-13-2019 from insurance co. Called Chrysler capital to see what I need to do. Told me to mail check to Chrysler capital at 5201 rufe snow dr. Suite 400
North Richland hills TX 76180. I did that day. Called the 20th to see if received. And everyday after until it was received the 24th. Now I do not have any transportation because the rental car had to be turned in when the repairs were done. Also my car was held at the body shop until they get there money. After the check was received there they told me they had to send to another place.(address unknown) phone number for them is 855-858-0808. Called them everyday until the check arrived. But need to be processed. They said could be a couple of days. Also found out the fax from auto body was not complete. Instead of call me or the body shop they let it set there. Until I called days later. I asked why they didn't call them. They said nothing. Talked to Steven on 11-26 at 1:00pm Said to to upload info and review. Should be done today. Called again at 3:00pm talked to celslic? Has not been uploaded would take a day or 2. At 7:51pm called. Talked to Robert. Asked him about the fax the auto body shop resent. He said everything came through and all documents were there and everything was readable. Because it was late to call back tomorrow and everything should be done. They will over night the check to auto body. Just call at 9:11am 11-27. Talked to jacklyn said it would take until Monday. I was also told on several occasions that they would expedite this for me?. This is there idea of expedite? I have talked to more then 10 different people. If they need anything they wait until the customer calls. Instead of taking care of it right away. I no that there were some problems with the body shops faxes. But like me they were not notified. Until I called I asked them everytime why didn't they call. Everytime they were quite. All these problems could have been solved on day 1 when they received the check. I have been without transportation since 11-14. I have a job. I had to rent a car for 2 days until I could borrow one for the weekend. Thank god by daughter doesn't work weekends. I am a senior citizen who does not make alot of money. I work at a restaurant. I have had to cancel medical appointments because of no car. I will never lease a car from Chrysler capital again. I was the victim here. I was the one that was rear ended. It should take this long for a claim. I did everything I was supposed to do . I made sure the body shop was approved by the 3 jeep deals here so the repairs were done right. I did everything Chrysler capital told me to do. The problem is they only tell small amounts at a time. From a different person every time. Why mail the repair check? In our day and age that's the best and most secure and most effective way? That's is so unbelievable. Especially when it take so long for mail. While your car sets at a body shop waiting for there money. And the customer is waiting on there car. This all depends on the us mail. And employees that have a major lack of communication not only with there customers but also between them selves
and there other departments. They also tell you want you want to here. "WE WILL MAKE SURE THIS IS EXPEDITED
they said all the calls are recorded. You might want to listen to them.Excuse some of my language .
For rental car. And any future rental car. Because I have no faith that I will get my car on Monday . I would also like my car on Monday. I would also like a way to get out of this lease. I do not want to go through this again. Being a victim in a car accident. This is totally unprofessional. And this is the best a company like Chrysler capital can do. This has been a nightmare. Especially when you are told should be uploaded or processed by a certain date and it is not. And told one thing from one person and then another by someone else. This is what they call EXPEDITED. Because they do not care about the customer. I told them my situation. Not one of them even tried to expedite this.
December 12, 2019
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RE: Revdex.com Case Number: XXXXXXXX
Chrysler Capital Account Number: ***
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 to learn about your experience and we apologize for any misinformation you may have received while attempting to have the repair check sent to the body shop. Our customer's concerns are of the utmost importance to us and we appreciate your feedback.
Our records indicate on November 13, 2019, you contacted our Customer Service Department advising your 2018 Jeep Compass (Vehicle) was damaged and a third party insurance company would pay to repair the Vehicle. On November 18, 2019, the insurance repair check in the amount of $1,999.07 was received.
Please be advised, all insurance checks are mailed to Chrysler Capital first so that we can insure the Vehicle is properly repaired as we are the lienholder, in addition to endorsing the back of the check.
After a review of the account, our records indicate you have contacted our Insurance Department on multiple occasions and have been advised the repair check would be expedited and overnighted. Unfortunately, the body shop has not provided the correct documentation in order to release the repair check. Our records indicate several attempts made by our Insurance Department to advise the body shop that the W9 provided is incomplete, and that their Employee Identification Number is invalid.
After further review, our records indicate on December 4, 2019, you spoke with our Executive Office regarding the repair claim and you were advised that you are allowed to pay for the repairs. Chrysler Capital will reimburse you as long as you provide a Final Invoice with the full Vehicle Identification Number (VIN) of the Vehicle showing the repairs are completed, and the method used to pay for the repairs (i.e. debit card, credit card etc.). Please note, the invoice must state, "Final Invoice".
Although we empathize with your situation, we respectfully decline to provide a rental car or any reimbursement for a rental car as we have made all efforts to release the repair check to the body shop in a timely manner.
We also spoke with you on December 11, 2019 and told you that until proper documentation has been received and reviewed, we will not release the repair check.
Thank you for allowing us the opportunity to address your concerns. If further assistance is needed, please contact us directly at 1 (855) 563-5635.
Sincerely,
CHRYSLER CAPITAL
Enclosure
Lease
I have a car loan with this company ran into financial issues. Santander refuse to help.
Purchased a 2015 Rogue and the loan was financed with Santander. Shortly after ran into financial issues the payments were made late but with in the same month fast forward to June 2019 I tried to make a single payment to cover June which would of been 546 instead the we're trying to take 1107 out of my account. When I called to speak with customer service rep she told me that it was nothing that can be done and that the system will try to draft the account 2 more times in which it did and it left my account overdrawn and late on payments including the loan payments. When I called them to see if there was and deferment or anything that they can do so I can get on track with my payments THEY said NO and at that time my payments were only a few weeks behind. The rep that I spoke with said as long as the payments are made within the same month it's ok which turned out to be a lie it gets report to the credit company as late. Because in there system it reports as late. Mind you I'm still trying to recover from them overdraft my account three times and causing my bank account to be a mess. I had over $400 in late fees. Contacted Santander to see if the could refund me the fees that they caused the rep said no. When my account became one month past due again reached out to Santander and again they said no when the account became two months past due called them again they said no it's nothing that they can do. Currently the car is up for repo. Which is not fair I have trying to work with this company and they don't want to help
I would like Santander to call me, make adjustments to my monthly payment so I can catch up on my payments.
December 13, 2019
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Re: Revdex.com Case No.: XXXXXXXX
Santander Account No.: ***
Dear Mr.:
We have received your complaint submitted through the Revdex.com (Revdex.com), regarding your Santander Consumer USA Inc. (Santander) account. Thank you for allowing us the opportunity to address your concerns.
We regret to learn about your concerns regarding for unforeseen circumstances. Our customers concerns 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 October 31, 2018 in connection with the purchase of a 2015 Nissan Rogue (Vehicle). The amount financed was $22,624.87 at an annual percentage rate (APR) of 19.84%. The payment schedule called for 72 monthly payments of $543.64 each month, with the first payment due on December 13, 2018.
In addition, our records indicate on December 19, 2018, the account was 6 days past due, for the first payment when contact was made with our office, explaining that financial difficulties occurred. During that time you requested a payment extension and our Customer Service Department explained the account was not eligible at the time for payment assistance.
On May 30, 2019, contact was made with our office and the account was 25 days past due at that time. It was explained the reason the account was delinquent was due to unexpected expenses that cost $400.00 out of pocket. Upon review, a payment arrangement was agreed upon to make a full payment of $543.64 on June 15, 2019, a half of payment of $271.82 before June 30, 2019 in addition to a payment and a half in July 2019. During that time another extension was requested and our Customer Service Department explained, with only 4 payments made and that each monthly payment has been late, we declined the assistance due to needing to establish more time with the monthly payments in order to be eligible for payment assistance.
On May 31, 2019, the account was 26 days past due, contact was made with our office a payment could not be received due to a family emergency, it was mentioned the remaining of May 2019 payment will made with June 2019 monthly payment on June 14, 2019. Our Customer Service Department explained the minimum payment needed was $458.00, which was made via debit card on May 31, 2019 and the account reduced to 9 days past due.
On June 14, 2019, the authorized party (Chelsea Dobbin's) contacted our office to make a payment of $543.64, which the payment arrangements were confirmed as a promise to pay. The payment was made through our text Interactive Voice Response (IVR) system, which was not completed with our Customer Service Department. On June 15, 2019 a payment of $1,107.94 was received via text IVR and returned as non-sufficient funds (NSF) on June 28, 2019. Please note, we have no record of contact with our Customer Service Department to request a stop payment of $1,107.94.
On June 30, 2019, the authorized party advised a double payment was made to the account. The Customer Service Representative set arrangements for a monthly payment of $543.00 and recommended to contact the financial institution, due to not having the ability to stop the check payment which was generated through the IVR system, it was advised the account may try and draft the payment once more. We kindly suggest you contact your financial institution regarding any overdraft fees that occurred, unfortunately we would not be able to provide any refunds, as this was not an error on behalf of Santander.
On July 5, 2019, contact was made with our office regarding an extension, upon review it was mentioned the reason the account was delinquent was due to the authorized party had a reduction of income and the account was 30 days past due. The assistance could not be granted unfortunately.
In addition, our records indicate that we mailed a letter to the address on file titled, Notice of Right to Cure Default and Requirement of Strict Compliance (RTC), dated August 25, 2019 which advised you that the account was in default and if not cured by September 8, 2019 we may take possession of the Vehicle.
Our records indicate a payment of $544.00 was attempted on September 7, 2019, the payment reversed as a returned NSF effectively on September 20, 2019.
In addition, contact was made with our Customer Service Department and a payment was mentioned needed in order to request assistance, it was mentioned a payment could not be made until October 19, 2019. The Customer Service Representative explained an extension would not help the account, due to will still be past due as the last payment received was on May 31, 2019 for $458.00.
We have no record of a Customer Service Representative advising if the payments are made within the same month, the account will not report to the Credit Bureaus. Please note, the account reports at 30 days past due 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 may be necessary to contact the agencies directly regarding any disparity between reports.
A review of the information provided to the credit reporting agencies shows that on October 31, 2019, we advised the agencies to report the account as 90 plus days past due , with a current balance of $23, 976.00.
Prior delinquencies reported one (1) times 30 days past due for August 2019 payment, one (1) times 60 days past due for September 2019 payment, and one (1) times 90 days past due for October 2019 payment. A review of the account and payment history, the account will begin reporting as a Charge Off after November 30, 2019, when the account exceeded over 120 days past due.
As of this dated correspondence the account is assigned for repossession. We kindly suggest you contact our Customer Service Department to make payment arrangements or discuss the available options.
We respectfully decline your request to make any additional changes or adjustments to your monthly payments to bring the account current.
Enclosed are copies of the Contract, and Payment History.
We hope that the written explanation we have provided above regarding the account activity is helpful to you. If further assistance is needed, please contact us directly at (XXX) XXX.4227.
Sincerely,
SANTANDER CONSUMER USA INC.
Enclosures
Forcing me to pay remaining balance to get my car.
Somehow my payment of $1060 bounced. I then found out my car was repoed without notice or customer service. I then had to wait for 3 days to have the proper office contact me. I then was contacted and good $1363 to bring everything current. They are now forcing me to pay remaining balance when I am current. This is unethical.
I want my vehicle after being current and making the payments.
December 9, 2019
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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.
Our records indicate that a letter titled "Notice of Right to Cure Default and Requirement of Strict Compliance" (RTC) dated October 31, 2019 was mailed to you at the address on file, stating that the account was in default and if not cured by November 13, 2019 we would take possession of the vehicle associated with the account.
Please be advised prior to the repossession we attempted to get in contact with you several times. In addition, outbound calls are made in an effort to assist our customers. Customers are responsible to make their monthly payment payments or fees as set forth in their contract.
Our records show that your vehicle was repossessed on November 23, 2019, when the account was 105 days past due. After the repossession, a letter titled "Notice of Our Plan to Sell Property" (NOI) dated November 27, 2019 was mailed to you at the address on file, explaining that the Vehicle would be sold sometime after December 24, 2019, but also gave you the opportunity to redeem the Vehicle.
Our reinstatement department approved the amount of $1,114.60 in effort to help assist with redeeming the vehicle although you were previously advised you needed to pay the full balance to reinstate.
Our records indicate you paid $1,114.60 to reinstate the account and you redeemed the vehicle on November 27, 2019.
We believe that this matter has been resolved. If further assistance is needed, please contact us at XXX XXX.4227.
Sincerely,
SANTANDER CONSUMER USA INC.
Enclosure
Notice of Right to Cure Default and Requirement of Strict Compliance (RTC)
Forcing me to pay remaining balance to get my car.
Somehow my payment of $1060 bounced. I then found out my car was repoed without notice or customer service. I then had to wait for 3 days to have the proper office contact me. I then was contacted and good $1363 to bring everything current. They are now forcing me to pay remaining balance when I am current. This is unethical.
I want my vehicle after being current and making the payments.
December 9, 2019
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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.
Our records indicate that a letter titled "Notice of Right to Cure Default and Requirement of Strict Compliance" (RTC) dated October 31, 2019 was mailed to you at the address on file, stating that the account was in default and if not cured by November 13, 2019 we would take possession of the vehicle associated with the account.
Please be advised prior to the repossession we attempted to get in contact with you several times. In addition, outbound calls are made in an effort to assist our customers. Customers are responsible to make their monthly payment payments or fees as set forth in their contract.
Our records show that your vehicle was repossessed on November 23, 2019, when the account was 105 days past due. After the repossession, a letter titled "Notice of Our Plan to Sell Property" (NOI) dated November 27, 2019 was mailed to you at the address on file, explaining that the Vehicle would be sold sometime after December 24, 2019, but also gave you the opportunity to redeem the Vehicle.
Our reinstatement department approved the amount of $1,114.60 in effort to help assist with redeeming the vehicle although you were previously advised you needed to pay the full balance to reinstate.
Our records indicate you paid $1,114.60 to reinstate the account and you redeemed the vehicle on November 27, 2019.
We believe that this matter has been resolved. If further assistance is needed, please contact us at XXX XXX.4227.
Sincerely,
SANTANDER CONSUMER USA INC.
Enclosure
Notice of Right to Cure Default and Requirement of Strict Compliance (RTC)