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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My car was repossessed on 6/10/2020 and I was told the I did not make payment. Payment was made on 5/29/2020. They did not try to make any contact.
Vehicle: 2013 NISSAN SENTRA
VIN: ***XXXXXX
On 6/10/2020, Santander Consumer issued a repossession order after the payment posted on 5/29/2020.
Car was repossessed on 6/10/2020.
Car payment was made on 5/29/2020. $(494.00)
Payoff: $9,972.14
The resolution I am looking for is to write off the vehicle because due to the COVID-19 pandemic the finance company did not offer any assistance or communication to help the customers with dealing with accounts in their time of need. OR I would like for the vehicle to be returned because I can continue the payments. I had a hardship occurring during these previous months of COVID-19 Quarantine.
June 25, 2020
***
*** Street
***, MS XXXXX
Re: Revdex.com Case Number: XXXXXXXX
Santander Account Number: ***
Dear Mr.:
We have received your request submitted through the Revdex.com (Revdex.com). Thank you for allowing us the opportunity to address your concerns regarding your account with Santander Consumer USA Inc.
We are aware of the current events that may be affecting our customers, and regret any inconvenience you may have experienced during these difficult times
Our records indicate on June 10, 2020, we took possession of the vehicle associated with your account when the account was 133 days past due. We then mailed you a letter titled, "Notice of Our Plan to Sell Property" (NOI), dated June 10, 2020, which gave you the option to redeem the vehicle by June 24, 2020. You contacted our office on June 10, 2020 and were advised in order to reinstate your account and redeem your vehicle, you must pay off the account in full. The vehicle is currently waiting to be sold at auction.
Please note that prior to the repossession, the last contact we received from you was on October 13, 2019. No contact was received from you requesting assistance on your account prior to the repossession. We made several attempts to contact you prior to the repossession of the vehicle, however, our attempts were unsuccessful.
Our records further indicate on February 29, 2020 a payment of $500.00 posted to your account, which was applied to the amount due for November 29, 2020 payment, making your account due for the December 29. 2020 payment. No payment was received in March or April 2020, and then on May 29, 2020 a payment of $494.00 posted to your account which was applied to the amount due for December 29, 2020. In addition, your account charged off on April 30, 2020, when it became over 120 days past due.
Please note that even though you made a payment of $494.00 on May 29, 2020, your account was 133 days past due at the time of repossession. The repossession was valid.
We respectfully decline to waive the balance on your account, or return the vehicle without the account being paid in full.
Please contact our office at the number below if you choose to redeem your vehicle.
Enclosed are copies of the Contract, NOI and Payment History for your reference.
Thank you again for the opportunity to address your concerns. If further assistance is needed, please contact our Customer Service directly at X(XXX) XXX-XXXX. Our hours of operations are: Monday- Friday 7am-9pm CDT, Saturday 7am-5pm CDT, and Sunday- Closed.
Sincerely,
SANTANDER CONSUMER USA INC.
Enclosures
(The consumer indicated he/she DID NOT accept the response from the business.)
The company falsely said, we received copies of the Contract, NOI and Payment History. They may have dated it for May 10, 2020 but it had not been received, due to the car being repossessed. I still have not received that piece of information nor has my co-signer. There was no time to receive the documents and there was no consideration of customer's hardship. Santander's actions are considered financial bullying tactics.
Then, they falsely stated they have tried to assist me with the account on not making a payment.
July 10, 2020
***
*** Street
***, MS XXXXX
Re: Revdex.com Case Number: XXXXXXXX
Santander Account Number: ***
Dear Mr.:
We have received your additional request submitted through the Revdex.com (Revdex.com). Thank you for again for allowing us the opportunity to address your concerns regarding your account with Santander Consumer USA Inc.
Please note that the Contract, Notice of Our Plan to Sell Property and Payment History for the account was provided with our prior response dated June 25, 2020, as an attachment.
As stated in our prior response, our records indicate on June 10, 2020, we took possession of the vehicle associated with your account when the account was 133 days past due. We then mailed you, and the co-buyer, a letter titled, "Notice of Our Plan to Sell Property" (NOI), dated June 10, 2020, which gave you the option to redeem the vehicle by June 24, 2020. You contacted our office on June 10, 2020 and were advised in order to reinstate your account and redeem your vehicle, you must pay off the account in full.
The vehicle was not redeemed and therefore was sold at auction on July 9, 2020, with and the proceeds from the sale being applied to the account. You will be sent a deficiency letter, which explains how the sales proceeds were applied to the account and the amount of the deficiency balance owed.
We have confirmed that all default notices were sent to the address on file in accordance with state guidelines. Our records do not show that the notices were returned to us as "undeliverable." The account was 133 days past due at the time of repossession and repossession was valid.
Please note that prior to the repossession, the last contact we received from you was on October 13, 2019. No contact was received from you requesting assistance on your account prior to the repossession. We made several attempts to contact you prior to the repossession of the vehicle, however, our attempts were unsuccessful.
In regard to payment assistance for the account prior to the repossession of the vehicle, our records show that you requested and were granted 8 monthly payment extensions, 1 due date change and a temporary modification, which lowered your payments for a period of 6 months.
Enclosed are copies of the Contract, NOI, Temporary Modification Agreement and Payment History for your reference.
We regret that you remain dissatisfied and did not accept our original response to your request. If further assistance is needed, please contact our Customer Service Department directly at X(XXX) XXX-XXXX. Our hours of operations are: Monday- Friday 7am-9pm CDT, Saturday 7am-5pm CDT, and Sunday- Closed.
Sincerely,
SANTANDER CONSUMER USA INC.
Enclosures
Customer service couldn't answer my question about why my pay off is more than my balance. My payment is ahead and no late fees.
Request payoff before payment date and it is more than balance also customer service couldn't answer questions about it
Why is the payoff more than the balance
June 29, 2020
***
***.
***, *** XXXXX
Re: Revdex.com Case No.: XXXXXXXX
Santander Account No.: ***
Dear Mr.:
We have received your request submitted through the Revdex.com (Revdex.com). Thank you for allowing us the opportunity to address your concerns regarding your account with Santander Consumer USA Inc.
Please note effective March 2, 2020 Santander Consumer USA Inc. began servicing all Gateway One Lending & Finance (Gateway) accounts.
Our records show that your account was paid in full on June 26, 2020, in the amount of $2,911.35.
Please note that we have no record of you contacting Santander Consumer USA Inc. with questions regarding the payoff amount for the account or regarding any other matter.
In regard to the calculation of the payoff for the account, please understand that the principal balance (amount financed) accrues interest on a daily basis from one payment to the next. For this reason, any payoff quote provided for the account will be more than the principal balance owed, because daily accrued interest is added to the principal balance. The payoff quote provide includes 15 calendar days of accrued interest with the principal balance at that time.
We regret any misunderstanding regarding this matter.
Enclosed is a copy of the payment history for your review.
Thank you again for the opportunity to address your concerns. If further assistance is needed, you may contact our Customer Service Department directly at 1(888) 222-4227. Our hours of operations are: Monday- Friday 7am-9pm CDT, Saturday 7am-5pm CDT, and Sunday- Closed.
Sincerely,
SANTANDER CONSUMER USA INC.
Enclosure
Santander not following laws and refusing to provide a title.
The account reference is under Judith A *** XXXXXXX For over a year now I have been trying to secure a copy of the title to my deceased parent's trailer. I have spent at least 50 hours on the phone with no resolutions, often passed from one wrong department to another and utlimately disconnected by them. Santander continues to say I must provide an Executer of Estate to get the title, however this is costly to open and not required by AZ law. Persuant to AZ XX-XXXX I only need to provide an Affidavit for Collection of Personal property because the value of the trailer is under $75K (approximately $3000 and I am the one who paid off the trailer while a POA was on file). You cannot talk to anyone with any ability to resolve issues. Because Santander issued the title under the name of a subsidiary business no longer in business and actually out of business prior to them submitting the title, the AZ DMV is not able to produce a duplicate title. This is the final thing I need to complete all the necessary items for my parent's death. It is unreasonable and a hostile situation that I should have to spend so many hours on the phone with no resolutions, no call backs and no compensation for my time. I was at one time being helped by a Jorge Flores who simply stopped responding. I thought I had finally gotten lucky and someone would help. There is no email to contact them. I recently made a complaint on their Facebook page as well as messaging Santander through Facebook with no response back. Santander should not be able to create policies that supersede the law, they should be required to follow the laws of the state where the vehicle is registered. I also tried going through MyTitleSupport.com, however again because they title was issued under a lienholder who does not exist they could not find the title. It is ridiculous I need to resort to this to get a title. There is no compensation that can make up for the amount of time I have had to spend on this in the aftermath of also grieving the death of my parent's. This company has no desire to listen or resolve issues. They are often used as a subprime lender with many dealerships and it concerns me how many families are affected by their lack of professionalism, constant issues of disconnecting and not calling back, hours on hold and again thinking they can be above the law. I hope this will somehow bring resolution to what should have been one simple phone call. I am happy to produce phone records. I have not consulted an attorney on this matter, however I believe that the undue hardship they have placed on me would make allowance for a civil suit. No one should be treated like this. I am a business professional and can't imagine how this would affect someone that is not as educated and is simply doing what they say when they are wrong. Finally, this company needs to learn how to safeguard information. They have lost death certificates, POAs, and affidavits that they had initially confirmed they had. This items contain information that could lead to identify theft and credit being taken out under someone's name. This should also be investigated to insure they have proper methods in place to safeguard information. For security reasons I do not want to include the documents that have already been supplied to Santander.
The only resolution I need is a duplicate title sent to me.
June 29, 2020
***
*** XXXXX
Re: Revdex.com Case # XXXXXXXX
Santander Account No.: ***
Dear Ms.:
We have received your request through the Revdex.com (Revdex.com) Thank you for allowing us the opportunity to address your concerns regarding your account with Santander Consumer USA Inc.
We extend our sincerest condolences to you at this time and we apologize for the delay in this matter. Our records indicate that the original Arizona title was mailed on April 25, 2019 by via first class mail to the address of record of: 3670 Wendell Ave. Bullhead City, AZ XXXXX.
A review of the account indicates that on June 11, 2020 the account indicated the approval of documentation you provided indicating you; *** as Personal Representative.
Please note that we have expedited your request and a release of lien and additional documentation will be mailed to the address above listed in your complaint and will also be sent to you via FedEx under separate cover within the next 5-7 business days. Please allow time for processing of the request.
Once you are in receipt of the Release of Lien you may contact your local State of Nevada Department of Motor Vehicles to obtain a lien-free paper title.
We regret to learn that you experienced issues in attempting to obtain a duplicate title. Thank you again for the opportunity to address your concerns. If further assistance is needed, please contact our Customer Service Department directly at 1(888)-222-4227. Our hours of operations are: Monday- Friday 7am-9pm CDT, Saturday 7am-5pm CDT, and Sunday- Closed.
Sincerely,
SANTANDER CONSUMER USA INC.
They show false pay history. And show a large amount of money still owed. Not true. Scammers
I should have finished my 72 month loan in may 2020. I filed a 1 month extension 3 times when repairs on car cost me more than 1k each. So loan should be done October 2020. They say I still owe 8k. Not possible. They also show I paid late every month for over 3 years. Also not possible. This would mean I paid 50k for a car that's worth 4K. I've called but they give vague answers and never tell me why the total is that much. They just say the system show this and that is that. Well math shows they're wrong. Please help. They've ruined my credit and I've suffered financially because of this company.
I'm hoping they fix the late payments on my credit report. And I hope the total owed is fixed.
June 25, 2020
***
*** East Street
*** IL XXXXX
Re: Revdex.com Case No.: XXXXXXXX
Santander Account No.: ***
Dear Mr.:
We have received your request through the Revdex.com (Revdex.com). Thank you for allowing us the opportunity to address your concerns regarding your account with Santander Consumer USA Inc.
Our records indicate the following terms of your "Retail Installment Contact-Motor Vehicle-Simple Interest" (Contract):
Date: April 08, 2014
Vehicle: 2009 Nissan Murano
Amount Financed: $19,110.16
APR: 23.72%
Term: 72 months
Monthly Payment $499.87 (first payment due *** 08, 2014)
Dealership *** Inc.
Please be advised that Santander Consumer USA Inc. is the indirect lender and assignee of the Contract. The approval of an assignment of any contract, including yours, is based on the information provided to us by the customer and the Dealership. The terms of the Contract were negotiated with the Dealership at the time of purchase.
The following exceptions were made to the 72 month contracted payment schedule:
Late Payments: 36 (assessed 10 days after due date)
In some months, partial payments and/or no payments were received.
Extensions: 4
Modification: 6-month term (Lowered payments from $499.87 to $299.92)
(Beginning Date March 08, 2017 to End Date August 08, 2017)
Please be advised that interest does not stop accruing when there has been payment assistance granted on the account or when payments are late and/or not received. There is no grace period for the accrual of interest.
After a review of the account, we have determined that the reduction of the principal balance is accurate. In the agreed upon auto finance Contract, it shows that the account is calculated using the Simple Interest Method. This means the balance accrues interest on a daily basis and assumes the customer will make their payment on the regularly scheduled payment due date.
When a payment is received, the outstanding accrued interest must be satisfied first. The remainder of payment is applied toward fees owed on the account, then principal. The amount of accrued daily interest can vary based on the amount of the principal balance and the number of days between payments.
Upon review, anytime assistance has been provided throughout the account the maturity date is extended. Per contract your original maturity date was April 08, 2020, which is currently extended to October 08, 2020.
As of the date of this correspondence payoff amount is $8,363.30, which is good until July 08, 2020. This payoff amount is subject to a final reconciliation and accounting and may change if there are returned payments or fees assessed on the account within 30 days of this quote.
Unfortunately, we are unable to address concerns regarding the current value of the vehicle.
The Fair Credit Reporting Act requires that we accurately report account information to the credit reporting agencies. We provide account information to the four major credit reporting agencies: Experian, Equifax, Transunion, and Innovis, however, reporting may differ between agencies. The customer may need to contact the agencies directly regarding any differences between reports.
A review of the information provided to the credit reporting agencies shows that on May 31, 2020, we reported the account as Current with a balance of $8,674.00. Prior history reported the account as 4 times 30 days late.
Based on a review of the account, no update will be made to the information being reported. Additionally, the remaining balance owed is correct, no changes will occur.
If you're seeking a lower interest rate or monthly payment, you may be able to do so by seeking alternative financing with another lending institution of his choice. Santander Consumer USA Inc. does not refinance existing accounts.
Enclosed is a copy of the Contract, Payment History and Extension Agreement.
Thank you again for the opportunity to address your concerns. If further assistance is needed, please contact our Customer Service directly at X(XXX) XXX-XXXX. Our hours of operations are: Monday- Friday 7am-9pm CDT, Saturday 7am-5pm CDT, and Sunday- Closed.
Sincerely,
SANTANDER CONSUMER USA INC.
Enclosures
(The consumer indicated he/she DID NOT accept the response from the business.)
Still haven't explained why I still need to pay over $6,000 after the contract is done in October. I want the exact reason. Just saying "fees" doesn't explain. I will take this to court. I never did 4 extensions. And I how is it possible to have 34 late payments in a row? Did anyone even investigate this???
July 10, 2020
***
*** East Street
*** IL XXXXX
Re: Revdex.com Case No.: XXXXXXXX
Santander Account No.: ***
Dear Mr.:
We have received your request through the Revdex.com (Revdex.com). Thank you for allowing us the opportunity to address your concerns regarding your account with Santander Consumer USA Inc.
Our records indicate the following terms of your "Retail Installment Contact-Motor Vehicle-Simple Interest" (Contract):
Date: April 08, 2014
Vehicle: 2009 Nissan Murano
Amount Financed: $19,110.16
APR: 23.72%
Term: 72 months
Monthly Payment $499.87 (first payment due *** 08, 2014)
Dealership *** Inc.
Please be advised that Santander Consumer USA Inc. is the indirect lender and assignee of the Contract. The approval of an assignment of any contract, including yours, is based on the information provided to us by the customer and the Dealership. The terms of the Contract were negotiated with the Dealership at the time of purchase.
The following exceptions were made to the 72 month contracted payment schedule:
Late Payments: 36 (assessed 10 days after due date)
In some months, partial payments and/or no payments were received.
Extensions: 4
Modification: 6-month term (Lowered payments from $499.87 to $299.92)
(Beginning Date March 08, 2017 to End Date August 08, 2017)
Please be advised that interest does not stop accruing when there has been payment assistance granted on the account or when payments are late and/or not received. There is no grace period for the accrual of interest.
After a review of the account, we have determined that the reduction of the principal balance is accurate. In the agreed upon auto finance Contract, it shows that the account is calculated using the Simple Interest Method. This means the balance accrues interest on a daily basis and assumes the customer will make their payment on the regularly scheduled payment due date.
When a payment is received, the outstanding accrued interest must be satisfied first. The remainder of payment is applied toward fees owed on the account, then principal. The amount of accrued daily interest can vary based on the amount of the principal balance and the number of days between payments.
Please note that the principal balance of the account is reducing more slowly due in part to the assistance granted, upon your request, to the account and the payment pattern. Per the contract your original maturity date was April 08, 2020. Your current maturity date now is October 08, 2020, due to the assistance that was provided throughout the life of the account.
Please be advised that if a balance remains once the account reaches the maturity date, to avoid the customer having to pay one large balloon payment; Santander will allow the customer to continue to submit their regular monthly payment to the account until the balance is paid in full. If payments received are in line with the Contract agreement, Santander will continue to advance the maturity date on the account.
A review of the information provided to the credit reporting agencies shows that on May 31, 2020, we reported the account as Current with a balance of $8,674.00. Prior history reported the account as 4 times 30 days late.
Based on a review of the account, no update will be made to the information being reported. Additionally, the remaining balance owed is correct and no changes will be made.
Enclosed are copies of the signed Extension Agreements to validate the assistance provided throughout the account. In addition to a copy of the payment history to confirm dates the late payment on the account were accessed.
Thank you again for the opportunity to address your concerns. If further assistance is needed, please contact our Customer Service directly at X(XXX) XXX-XXXX. Our hours of operations are: Monday- Friday 7am-9pm CDT, Saturday 7am-5pm CDT, and Sunday- Closed.
Sincerely,
SANTANDER CONSUMER USA INC.
Enclosures
Contract
Payment History
Temporary Modification Agreement
Extension Agreement (2)
Payment history
Santander consumer USA reported to the credit bureaus that I did not make payments for the month of January, February, and March. This is inaccurate. I have my transaction history pulled up and they received payments from and refusing to fix the issue.
I would like for these late payments to be removed from my credit report.
June 25, 2020
***
114 Charter Oak Dr
Clayton, NC XXXXX
Re: Revdex.com Case Number: XXXXXXXX
Santander Account Number: ***5047
Dear Ms.:
We have received your request submitted through the Revdex.com (Revdex.com), regarding the above-referenced Santander Consumer USA Inc. account. Thank you for allowing us the opportunity to address your concerns.
We have reviewed your enclosed Payment History, and we show that on December 30, 2019, we received a payment for $213.00, which was less than the contracted monthly payment however advanced the account to show due for the month of December 17, 2019. On January 25, 2020, we received a payment for $113.00 which did not advance the account, and on January 31, 2020 the account was 45 days past due.
On February 7, 2020, received a payment for $213.00 and advance the account to show due for January 17, 2020 and on February 28, 2020, another payment for $213.00 was received which did not advance the account. On February 29, 2020, the account was 43 days past due.
On March 9, 2020, we received another partial payment for $213.00, which advance the account to show due for February 17, 2020. On March 24, 2020, we received a partial payment in the amount of $212.00, which did not advance the account and on March 31, 2020, the account was 43 days past due.
The Fair Credit Reporting Act requires that we accurately report account information to the credit reporting agencies. We provide account information to the four major credit reporting agencies: Experian, Equifax, Transunion, and Innovis, however, reporting *** differ between agencies. The customer *** need to contact the agencies directly regarding any differences between reports.
A review of the information provided to the credit reporting agencies shows that on *** 31, 2020, we reported the account as Open/Current with a balance of $16,017.00. Prior history reported the account as 8 times 30 days late.
Based on a review of the account, no update will be made to the information being reported.
Enclosed are copies of the contract, Payment History on the account.
Thank you again for the opportunity to address your concerns. If further assistance is needed, please contact our Customer Service Department directly at X(XXX)-XXX-XXXX. Our hours of operations are: Monday- Friday 7am-9pm CDT, Saturday 7am-5pm CDT, and Sunday- Closed.
Sincerely,
SANTANDER CONSUMER USA INC.
Enclosures
I do not have an account with Santander and I want them to stop reporting account # XXXXXXX on my credit report.
When my son's friend, *** asked for a reference to help him buy his car in Louisiana in 2016; I agreed. I did provide my information as a reference. I am not the co-signer on Acc #XXXXXXX. I have tried to contact Santander, but they refuse to help and when I asked them to provide the documentation that the car dealer used - they have refused. This is not my car and not my loan. I would like them to remove my name.
I would like to be removed from this loan and for Santander to remove this account from my credit report.
June 26, 2020
***
***
*** XXXXX
Re: Revdex.com Case # XXXXXXXX
Santander Account No.:***
Dear Ms.:
We have received your request through the Revdex.com (Revdex.com). Thank you for allowing us the opportunity to address your concerns regarding your account with Santander Consumer USA Inc.
Our records indicate the following terms of your Retail Installment Sale Contract (Contract):
Date: August 12, 2016
Vehicle: 2015 Nissan Altima
Amount Financed: $16,536.00
APR: 21.05%
Term: 72 months
Monthly Payment: $409.30 (first payment due September 25, 2016)
Dealership: Hood Auto Group of Hammond, LLC
A review of the signed Contract indicates that you are co-borrower. Please note that both borrowers on the Contract are equally responsible for the account. By signing the Contract, you affirmed that you understood and agreed to all terms and conditions therein.
In addition, our records indicate that our Fraud Risk Department investigated your claim of identity theft and denied your claim of identity theft on June 21, 2020. You will receive a letter from our Fraud Risk Department within 30 days, which will advise you of the denial of the claim.
The Fair Credit Reporting Act requires that we accurately report account information to the credit reporting agencies. We provide account information to the four major credit reporting agencies: Experian, Equifax, Transunion, and Innovis, however, reporting may differ between agencies. The customer may need to contact the agencies directly regarding any differences between reports.
A review of the information provided to the credit reporting agencies shows that on June 18, 2020 we reported the account as Open/Charge Off with a balance of $14,033.00. Prior history reported the account as 1 time 30 and 2 times 60 days late.
Based on a review of the account, no update will be made to the information being reported at this time.
We respectfully suggest that you contact the Dealership directly for the documentation that was used at the time of the purchase of the Vehicle.
Enclosed are copies of account related documents for your reference.
For further information please contact our Fraud Risk Department at X(XXX) XXX.7716.
Sincerely,
SANTANDER CONSUMER USA INC.
Enclosures:
Contract
GAP Contract
Extended Warranty Contract
Payment History
On April 28, 2020 I paid what the webpage stated as my balance $2505.40 with a maturity date of July 29, 2020. A week or so later I logged back on to see how long it would take to get the title. They showed I owed another $582.78 and a new maturity date of September 29, 2020. I tried contacting them the response I got was please call. I requested documentation by email and no response. I contacted them again and I was sent a payoff quote not an explanation of why another almost $600. It was due by June 9, 2020 or the payoff would go up $13 a day. So I paid that but the webpage said I owed another $799.44. I was a couple of months behind I realize that but late fees were paid from what was listed on the page.
Product_Or_Service: 2011 Dodge Charger
Account_Number: XXXXXXX
Other (requires explanation) The additional money I had to pay. I also paid it off 3 months early.
June 25, 2020
***
*** XXXXX
RE: Revdex.com Case Number: XXXXXXXX
Chrysler Capital Account Number: ***0699
Dear Mr.:
We have received your request submitted through the Revdex.com (Revdex.com). Thank you for allowing us the opportunity to address your concerns regarding your account with Chrysler Capital.
We regret to learn about your experience while attempting to pay off your account and not receiving an explanation as to why you still had a balance after paying $2,505.40 on April 28, 2020. Our customers' concerns are of the utmost importance to us and we appreciate your feedback.
After a review of the account, we show that on April 26, 2020, you requested a payoff quote through your online profile, which provided a payoff quote of $3,095.41 good until *** 10, 2020. On April 28, 2020, we received a payment in the amount of $2,505.40, which was the principal balance at that time, not including accrued interest or unpaid fees. The payment that posted left a remaining balance of $582.78 and a new maturity date of September 29, 2020. On June 9, 2020, we received a payoff in the amount of $582.78, which paid the account in full.
Our records indicate a total of $577.21 were assessed in late fees due to the payments being 10 days past the due date or more.
With regards to the amount of interest accumulating from the remaining balance of $582.78, we show a daily amount of $0.13 would accumulate per day at that time.
Concerning communication through email, we apologize that Chrysler Capital does not respond via email correspondence and would require you to contact our Customer Service Department.
Due to the nature of your question for your web submission you made on *** 13, 2020, a more detailed answer was required through telephone communications. We apologize for any inconvenience this *** have caused.
Enclosed is a copy of your Contract and Payment History.
Thank you again for the opportunity to address your concerns. If further assistance is needed, please contact our Customer Service directly at X(XXX) XXX.5635. Our hours of operations are: Monday- Friday 7am-9pm CST, Saturday 7am-5pm CST, and Sunday- Closed.
Sincerely,
Chrysler Capital
Enclosures
They are reporting the wrong dollar amount to the credit bureaus, they have also only reported to my credit bureau once.
I spoke with several people to try to get this issues resolved, everyone that I talk to tells me something completely different about my account, they have only reported once to my credit bureaus which they are suppose to report at the end of every month! When I try to talk to them & get answers everyone says the same thing, I don't know why your account has this on their or I don't know why we reported that. They failed to inform me that they even brought my loan from my other company , they failed to call me until after my payment was 30 days late, & when I tried to make the payment right when it was due they stated that nothing was due at the time. 30 days later they reported that my payment was late & that they were not letting customers know that their payment was due in April due to the Covid 19, if that's the case how can you report it 30 day's late ? Nobody could answer my question. Everyone is so unprofessional at this company.
I would like them to remove the late payment off of my credit report because if the website said no payment was due because of covid 19 than I should not be penalized for it .
June 25, 2020
***
***
*** XXXXX
Re: Revdex.com Case Number: XXXXXXXX
Santander Account Number: ***
Dear ***:
We have received your request submitted through the Revdex.com (Revdex.com). Thank you for allowing us the opportunity to address your concerns regarding your account with Santander Consumer USA Inc.
We regret if you feel that you were treated in an unprofessional manner when trying to obtain information on the account. Our customers' concerns and experiences are of the utmost importance to us and we appreciate your feedback regarding this matter
Please note effective March 2, 2020 all Gateway accounts will now be serviced by Santander Consumer USA Inc. A Transfer of Servicing (Conversion) letter was mailed to the address on file on February 21, 2020 advising you of the transfer.
Our records show no payment was received on your account for April 2020. The payment due March 28, 2020 was not received until May 3, 2020 which caused the account to report late for March 2020.
Our records further show that monthly billing statements are sent electronically to the email address on file, notifying you of the status of your account and the amount past due. Further note that collection calls are not required and the absence of calls does not invalidate the past due status of your account at that time. Additionally, Santander Consumer USA Inc. did not suspended payments due to the current events. We apologize for any misunderstanding.
The Fair Credit Reporting Act requires that we accurately report account information to the credit reporting agencies. We provide account information to the four major credit reporting agencies: Experian, Equifax, Transunion, and Innovis, however, reporting may differ between agencies. The customer may need to contact the agencies directly regarding any differences between reports.
A review of the information provided to the credit reporting agencies shows that on May 31, 2020 we reported the account as Current with a balance of $8,250.00. Prior history reported the account as 1 time 30 days late.
Based on a review of the account, no update will be made to the information being reported.
Enclosed is a copy of the payment history for your reference.
We apologize if you feel you were treated unfairly or in an unprofessional manner. Thank you again for the opportunity to address your concerns. If further assistance is needed, please contact our Customer Service Department directly at X(XXX) XXX-XXXX. Our hours of operations are: Monday- Friday 7am-9pm CST, Saturday 7am-5pm CST, and Sunday- Closed.
Sincerely,
SANTANDER CONSUMER USA INC.
Enclosures: Conversion letter, Payment History, Monthly Statements
This company is the worst in the world. They are showing any empathy during this pandemic. First of all, they charged me 26% interest and I don't have bad credit. I believe that is extremely high. I am on a fixed income. I can't hardly buy grocery. These people have terrible customer service, and they are humongous liars. They don't honor what they say. I feel like I need to file a lawsuit.
This company is processing my payments as two separate smaller payments so that it can be applied to Miscellaneous fees and interest rather than applying my payments towards the principle payments. I had my car picked up from a towing yard, they considered it a repossession then had me pay $900 to pick up the vehicle. After picking up the vehicle they applied a charge of $1800 to my account for repossession fees they told me I had already paid. Now all payments are going towards these fees but the amount of the fees is not going down !!! I am not sure what fees my payments are being applied to and no one can tell me I'm losing thousands of dollars and the amount I owe on my car is dropping $100 to ever $2000 worth of payments. I was told that these fees would be applied to the end of my car loan but every payment made is now going towards these fees
Product_Or_Service: Auto loan
Other (requires explanation) I need previous payments that were applied to miscellaneous fees to be applied to my car principle
July 1, 2020
***
***
***, FL XXXXX
Re: Revdex.com Case No.: XXXXXXXX
Santander Account No.: ***
Dear Ms.:
We have received your request through the Revdex.com (CFPB). Thank you for allowing us the opportunity to address your concerns regarding your account with Santander Consumer USA Inc.
Our records indicate the following terms of your Retail Installment Sale Contract (Contract):
Date: March 10, 2016
Vehicle: 2014 Toyota Corolla
Amount Financed: $17,919.11
APR: 18.23%
Term: 72 months
Monthly Payment: $414.15 (first payment due April 24, 2016)
Dealership: Toyota of Orlando
Santander Consumer USA Inc. is the indirect lender and assignee of the Contract. The approval of an assignment of any contract, including yours, is based on the information provided to us by the customer and the Dealership. The terms of the Contract were negotiated with the Dealership at the time of purchase.
The following exceptions were made to the 72 month contracted payment schedule:
Late Payments: 3 (assessed 10 days after due date)
In some months, partial payments and/or no payments were received.
Returned Payments: 2 (No Account and Not Authorized)
Due date change: 1
Extensions: 4 (September and October 2017, December 2019 and January 2020)
Please be advised that interest does not stop accruing when there has been payment assistance granted on the account or when payments are late and/or not received. There is no grace period for the accrual of interest. Please understand that the 4 payment extensions that you granted were added to the end of the account term.
After a review of the account, we have determined that the reduction of the principal balance is accurate. In the agreed upon auto finance Contract, it shows that the account is calculated using the Simple Interest Method. This means the balance accrues interest on a daily basis and assumes the customer will make their payment on the regularly scheduled payment due date.
When a payment is received, the outstanding accrued interest must be satisfied first. The remainder of payment is applied toward fees owed on the account, then principal. The amount of accrued daily interest can vary based on the amount of the principal balance and the number of days between payments.
Due to the payment assistance and payment pattern, more interest accrued on the account, causing the principal balance to reduce more slowly. If payments had been received according to the contracted payment schedule the principal balance would be less. The principal balance on the account has been reduced from $17,919.11 to $9,865.18. The most recent payment we received was on June 30, 2020 in the amount of $414.15. The account is now current.
In addition, our records indicate that the Vehicle had been impounded at C&S Towing Service on September 21, 2018. In order to protect our security interest in the Vehicle, per the Contract, on September 27, 2018, Santander repossessed the Vehicle after it was impounded. We then mailed you a letter titled, Notice of Our Plan to Sell Property (NOI), dated September 30, 2018, which gave you the option to redeem the Vehicle by October 14, 2018. You redeemed the Vehicle on October 12, 2018, in the amount of $916.53, which was applied to the amount due for September 30, 2018 and October 30, 2018, as well as outstanding fees owed in the amount of $60.03.
Please note that when you made you redemption payment on October 12, 2020, the repossession fees had not yet been assessed to the account, which is why the payment that you made could not be applied to the repossession/impound fees. The following repossession/impound fees were assessed to the account on October 22, 2018:
Redemption Fee: $50.00
Transportation Fees: $70.00
Auction Fee: $7.00
Storage Fees: $45.00
Assessed Impound Charge: $319.10
Keys Fees: $385.00
Impound Repossession Fee: $275.00
Total: $1,151.10
Per your request on November 19, 2018, the redemption payment made on October 12, 2018, in the amount of $916.53, was reversed from the account and reapplied to repossession fees in the amount of $591.30 and to the payment due for October 30, 2018, in the amount of $325.23. We have no record that you were advised by a representative of Santander Consumer USA Inc. that you had already paid the repossession fees when you redeemed the Vehicle. Please be advised that the customer is responsible for all repossession fees and impound fees, due to the repossession of the Vehicle, per the Contract.
The following are the fees that are still owed on the account:
Late Fees: $60.03
Misc. Fees: $25.00 (Returned payment fee)
Other fees: $272.39 (Repossession fees)
We respectfully decline to reapply payments that have been made to the account, to the principal balance only, as all payments have been applied according to the terms of Contract.
We hope that the written explanation we have provided above regarding account activity is helpful to you in further understanding how simple interest compounds and how it affects the balance on a daily basis.
Enclosed is a copy of the Contract, NOI and payment history for your reference.
Thank you again for the opportunity to address your concerns. If further assistance is needed, please contact our Customer Service Department directly at X(XXX) XXX-XXXX. Our hours of operations are: Monday- Friday 7am-9pm CDT, Saturday 7am-5pm CDT, and Sunday- Closed.
Sincerely,
SANTANDER CONSUMER USA INC.
Enclosures
This is my first and last time EVER doing business with this company! They are horrible customer service, they took my car payment twice on back to back days and are ignoring my complaints to send me my money back. Putting me on extremely long holds on the phone. They are admitting that they see the payment came out twice and still refusing to send it back asking for more proof. The website said I late on my June 5th payment and that was an absolute lie! DO NOT USE THIS COMPANY Santander Consumer.
This company is attempting to fraudulently add fees to my account that I do not owe.
I purchased my vehicle April 24th 2020 with a down payment of $500. My first payment is not due until the 24th of June, where did these fees come from? I have not received a statement from this company and I had to look at my credit report to even find their information to set up my account for payment and then I find this astronomical bill for my first bill and this is not true!
I am seeking to pay the $432 car payment that I was quoted when I purchased my vehicle on June 24th 2020 and to continue making my payment on 24th of every month thereafter. In addition, I would like my statement to reflect only current charges and not made up fees.
Thank you! The matter has been resolved.
I bought a s guard vehicle contract.I traded the car in and cancelled the contract.I was suppose to get back more than what they sent me.
I tried to contact someone,no response.the second time.the first time they said it was up to dealership on what they refund.dealership said no it wasnt.I used the contract once.its been awhile since I have reached out.I have waited long enough.
i would like the refund that is due.
June 23, 2020
***
XXXXX Xrd *** XXXXX
Re: Revdex.com Complaint No.: XXXXXXXX
Santander Account No.: ***
Dear Ms.:
We have received your request submitted through the Revdex.com (Revdex.com). Thank you for allowing us the opportunity to address your concerns regarding your account with Santander Consumer USA Inc.
Your account associated with the 2010 Chevrolet Aveo was paid in full effective October 10, 2017.
Our records indicate that you purchased an Extended Warranty through S-Guard. Following the account payoff, a portion of the Extended Warranty was due for a refund from S-Guard in the amount of $368.72. A further review indicates that the originating Dealership owed the remaining portion of the refund in the amount of $100.93.
Please be advised that Santander Consumer USA Inc. does not determine the amount that the Extended Warranty carrier elects to pay. If you wish to get more information about the amount refunded, please contact S-Guard at 1(800) 527-1984. We are unable to speak on behalf of the Dealership regarding their statement of the amount determined to be refunded.
On November 14, 2017, proceeds received from S-Guard in the amount of $368.72 were refunded and mailed via prepaid debit card to XXXXX Xrd *** XXXXX.
We kindly request you contact Citi Wirecard Customer Service directly at 1 (800) 522-7458 to request the status or a reissue of the debit card. You may request to have a check sent to you if you continue to have issues with the card registration. For lost or stolen cards, please call (877) 855-7201.
Unfortunately, Santander Consumer USA Inc. is unable to assist with Citi Wirecard's online services. Please note that you may need to provide Citi Wirecard Customer Service with the date of payment and the address provided in this response.
In an effort to ensure that all proceeds were issued to you, on June 22, 2020, we reached out to Bill Hood Nissan Mazda LA (Dealership). A representative of the Dealership stated that a check in the amount of $100.93 was refunded directly to you and was subsequently cashed on November 16, 2017.
Unfortunately, we are unable to substantiate your statement that you received no response in attempting to resolve this matter. The most recent communication with you and Santander Consumer USA Inc. was on October 7, 2017, when you advised a representative that the account should be paid in full. The representative stated that the account still indicates an active status and directed you to the Dealership to resolve this matter. The account does not indicate any additional contact with you after this date.
A further review of the account indicates that you purchased Guaranteed Asset Protection (GAP) insurance through Loss Deficiency Surety Insurance Company, Inc. a copy of which is enclosed. Please contact the administrator at 1(800) 272-8000 regarding a refund on the unused portion of the GAP insurance. We respectfully ask that you reach out to the originating Dealership to cancel the GAP. We are unable to cancel the GAP insurance on your behalf. Be advised that all refunds are issued on a pro-rated basis.
We respectfully decline your request for any additional refund as the refund provided to you from Santander Consumer USA Inc. was accurate.
Thank you again for the opportunity to address your concerns. If further assistance is needed, please contact our Customer Service directly at 1(888) 222-4227. Our hours of operations are: Monday- Friday 7am-9pm CDT, Saturday 7am-5pm CDT, and Sunday- Closed.
Sincerely,
SANTANDER CONSUMER USA INC.
Enclosures: Contract, Payment History, Extended Warranty, GAP and Paid in Full Letter.
(The consumer indicated he/she ACCEPTED the response from the business.)
Acct. XXXXXXX is not my account but it appears to be in my name.
I received a statement in the mail yesterday with payment info on it. I called the office this morning to discuss with rep who insisted on getting the auto info before going any further. I explained to her that I don't have any idea what this is about. I have one vehicle that is paid for. She just said she couldn't go any further with car info. This is not my account and I don't want to ruin my credit score.
I need to know what I'm being charged for and I want this cleared up so that it doesn't effect my credit.
June 19, 2020
***
*** XXXXX
Re: Revdex.com Complaint No.: XXXXXXXX
Santander Account No.: ***
Dear Ms.:
We have received your request through the Revdex.com (Revdex.com). Thank you for allowing us the opportunity to address your concerns regarding your account with Santander Consumer USA Inc.
Our records indicate the following terms of your "Retail Installment Sale Contract" (Contract):
Buyer: *** D. ***
Co-Buyer: ***
Date: November 18, 2014
Vehicle: 2011 Ford Truck Escape
Amount Financed: ***
APR: ***
Term: 72 months
Monthly Payment *** (First Payment Due: January 2, 2015)
Please be advised that Santander Consumer USA Inc. is the indirect lender and assignee of the Contract. The approval of an assignment of any contract, including yours, is based on the information provided to us by the customer and the Dealership. The terms of the Contract were negotiated with the Dealership at the time of purchase.
A review of the account shows that on June 9, 2020, you attempted contact with our office and spoke to a Santander Consumer USA Inc. representative regarding the above referenced account. Unfortunately, the representative was unable to move forward with the call due to incomplete required account verifications. Please be advised that our representatives are unable to proceed with releasing account information unless the customer is able to verify their first and last name, account number, Vehicle Identification Number (VIN) and the last 4 of their social security number for security purposes to protect our customer's identity. We apologize for any inconvenience this may have caused.
The Fair Credit Reporting Act requires that we accurately report account information to the credit reporting agencies. We provide account information to the four major credit reporting agencies: Experian, Equifax, Transunion, and Innovis, however, reporting may differ between agencies. The customer may need to contact the agencies directly regarding any differences between reports.
A review of the information provided to the credit reporting agencies shows that on May 31, 2020 we reported the account as 60 days delinquent with a balance of $6,394.00. Prior history reported the account as 1 time over 30 days late and 1 time over 60 days late.
Regarding your claim that the account does not belong to you, please be advised that our Fraud Risk Department cannot begin or fully investigate the claim for this matter until you agree to complete and return our Identity Theft Victim packet (Fraud Packet).
We have enclosed a copy of our Fraud Packet for your completion. We request that it be completed and returned to us along with all of the requested documents. Once all of the requested information is received, we will review this matter further and respond accordingly.
At this time, we are unable to consider any changes to the credit reporting on the account until our Fraud Risk Department completes their investigation.
Enclosed are copies of documents which validate the debt and the amount currently owed on the account.
If further assistance is required regarding your identity theft claim, please contact our Fraud Risk Department directly at 1 (855) 541.7716. Hours of operations are: Monday- Friday 8:00 AM - 5:00 PM Central Standard Time (CDT).
Thank you again for the opportunity to address your concerns. If further assistance is needed, please contact our Customer Service directly at 1 (888) 222-4227. Our hours of operations are: Monday- Friday 7am-9pm CDT, Saturday 7am-5pm CDT, and Sunday- Closed.
Sincerely,
SANTANDER CONSUMER USA INC.
Enclosures:
Contract
Disclosure to Applicant Buyer
Notice to Co-Signer
Buyer's Order
Notice of Right to Cure Default and Requirement of Strict Compliance
Payment History
Fraud Packet
We have been paying on this 2010 Toyota Camry since 2012, 8 years. Still have half the balance due. $15k, still owe $7k. Told we only paid interest
Trade Lexus with heated seats, sun roof, power windows, all bells and whistles. Got Toyota Camry with no bells and whistles. Robbed! Initial price $7k, after paying for almost 8 years I was told we only paid interest. Interest has taken this balance up to $15k and now we are back at $7k. My husband made purchase and I was put on contract as the main borrower. Vin# 4T1BF3EK4AUXXXXXX. I asked for print out of all interest charges and was told there is no way to acquire a print out of how they charged, but it's all late fees and interest. On 5/21/20, I paid $1896.72 on balance and was charged"misc. fees" of $710.74, that they are unable to explain or break down for me. I want the balance of this car removed and contract cancelled. Even if my husband had late payments, the balance should not be the beginning balance after 8 years. Account number XXXXXXX. Address on Credit Karma is not on Revdex.com. Santander Consumer USA PO BOX XXXXXX, Fort Worth, TX XXXXX.
Billing adjustments to $0 balance and explanation of 8 years of charges, or cancellation of contract and balance.
June 29, 2020
***
***
*** XXXXX
Re: Revdex.com Complaint No.: XXXXXXXX
Santander Account No.: ***
Dear ***:
We have received your request through the Revdex.com. Thank you for allowing us the opportunity to address your concerns regarding your account with Santander Consumer USA Inc.
Our records indicate the following terms of your Retail Installment Contract and Security Agreement (Contract):
Date: September 18, 2012
Vehicle: 2010 Toyota Camry
Amount Financed: $15,373.33
APR: 25.99%
Term: 72 months
Monthly Payment $423.50 (first payment due October 18, 2012)
Dealership: Thoroughbred Ford Inc.
In regard to the total amount paid on the vehicle, please see the Truth in Lending disclosures on Page 1 of the Contract and in the subsequent disclosure letter. This shows the amount you would have paid if all payments had been made according to the monthly payment schedule in the Contract.
Finance Charge: $15,118.67 (Dollar amount credit will cost you)
Amount Financed: $15,373.33
Total of Payments: $30,492.00
Please be advised that Santander Consumer USA Inc. is the indirect lender and assignee of the Contract. The approval of an assignment of any contract, including yours, is based on the information provided to us by the customer and the Dealership. The terms of the Contract were negotiated with the Dealership at the time of purchase.
Santander Consumer USA Inc. establishes the contract rate based on factors including the down payment, vehicle value, the applicant's credit worthiness and credit rating. We provide contract terms for the applicant which they can either accept or reject at the time of the application approval. We have confirmed that the APR on the Contract is within the allowable state limits.
The following exceptions were made to the 72 month contracted payment schedule:
Late Payments: 57 (assessed 15 days after due date)
In some months, partial payments and/or no payments were received.
Returned Payments: 2 (non-sufficient funds or other)
Due date change: 1
Extensions: 8
Modification: Permanent (Lowered APR to 4% and payments from $423.50 to $296.71 for an additional 24 months until paid in full).
Please be advised that interest does not stop accruing when there has been payment assistance granted on the account or when payments are late and/or not received. There is no grace period for the accrual of interest.
After a review of the account, we have determined that the reduction of the principal balance is accurate. In the agreed upon auto finance Contract, it shows that the account is calculated using the Simple Interest Method. This means the balance accrues interest on a daily basis and assumes the customer will make their payment on the regularly scheduled payment due date.
When a payment is received, the outstanding accrued interest must be satisfied first. The remainder of payment is applied toward fees owed on the account, then principal. The amount of accrued daily interest can vary based on the amount of the principal balance and the number of days between payments.
After further review the payment received on May 21, 2020 in the amount of $1,896.71 shows an amount of $710.74 went towards your unpaid late fees balance. We apologize for any misscommucaition or inconvenience this may have caused.
The Fair Credit Reporting Act requires that we accurately report account information to the credit reporting agencies. We provide account information to the four major credit reporting agencies: Experian, Equifax, Transunion, and Innovis, however, reporting may differ between agencies. The customer may need to contact the agencies directly regarding any differences between reports. Please note that Credit Karma is not a nationally recognized credit reporting agency and we do not report your account to them.
A review of the information provided to the credit reporting agencies shows that on May 31, 2020 we reported the account as Current with a balance of $5,157.00. Prior history reported the account as 33 times 30 days past due and 18 times 60 days past due.
Based on a review of the account, no update will be made to the information being reported.
In response to your debt validation request, enclosed are copies of documents which validate the debt and the amount currently owed on the account. In addition we respectfully decline to make any adjustments to the balance or cancel the Contract.
Thank you again for the opportunity to address your concerns. If further assistance is needed, please contact our Customer Service directly at X(XXX)-XXX-XXXX. Our hours of operations are: Monday- Friday 7am-9pm CST, Saturday 7am-5pm CST, and Sunday- Closed.
Sincerely,
SANTANDER CONSUMER USA INC.
Enclosures: Contract, payment history
After agreeing on a settlement of $7,000, the company subtracted my payment from the total balance instead of accepting it as the agreed upon payoff.
Santander consumer USA had offered me a settlement on my outstanding balance of ~ $12,000 in April 2020.
This agreement was reached through their customer service hotline.
I had been a costumer of theirs since 2016, they financed my car loan for a used 2014 Dodge Challenger.
I was many payments behind when they offered me the option to settle via mail.
I then contacted their hotline, we agreed on $7,000.
I sent the payment via cashiers check in early May.
I then received a letter of theirs stating they had subtracted the amount from the outstanding balance and that I still owed $5,968.86
After many attempts to reach customer service, I had no success of even getting hold of an actual agent.
The hotline XXX-XXX-XXXX drops the call once "talk to representative" is chosen.
Their other hotline XXX-XXX-XXXX has not been functioning at all for weeks.
I have no way of contacting them.
The business needs to correct their mistake and follow through with the agreed upon settlement. The car loan is now paid off - they need to release the title etc. to me.
June 24, 2020
***
XXXXX E *** Drive
*** XXXXX
Re: Revdex.com Complaint Number: XXXXXXXX
Dear ***:
We have received your request through the Revdex.com (Revdex.com). Thank you for allowing us the opportunity to address your concerns regarding an account with Santander Consumer USA Inc.
We have reviewed our records with the information provided in your request and unfortunately, we were unable to locate or verify an account in your name for Santander Consumer USA Inc.
In an effort to assist you with this matter quickly, please provide us additional information so that we may locate the account.
Additional information would include the account number, vehicle identification number (VIN), billing statement, contract etc., that *** assist us in locating the account. Once the additional information is received, the matter will be reviewed and a response will be provided.
You *** send the additional information by:
Fax: (XXX) XXX-XXXX; or
Mail: Santander Consumer USA Inc.
Attn: Executive Office
1601 Elm St. Suite 800
Dallas, TX 75201
You may also contact our Customer Service directly at X(XXX)-XXX-XXXX. Our hours of operations are: Monday- Friday 7am-9pm CST, Saturday 7am-5pm CST, and Sunday- Closed.
Thank you again for the opportunity to address your concerns.
Sincerely,
SANTANDER CONSUMER USA INC.
(The consumer indicated he/she DID NOT accept the response from the business.)
The company claims to not be able to find me in their system -
Meanwhile they have sent me a letter threatening me to repossess my car. With only one week to respond.
Their hotline which they suggest contacting, does NOT offer the option to talk to a representative, I am unable to reach them.
As stated before, I have complied with the agreed upon settlement, which they now ignore.
July 8, 2020
***
XXXXX E Cavedale Drive
Scottsdale, AZ XXXXX
Re: Revdex.com Complaint Number: XXXXXXXX
Dear ***:
We have received your second request 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 have reviewed our records with the information provided in your request and unfortunately, we were unable to locate or verify an account in your name for Santander Consumer USA Inc.
In an effort to assist you with this matter quickly, please provide us additional information so that we *** locate the account.
Additional information would include the account number, vehicle identification number (VIN), billing statement, contract etc., that *** assist us in locating the account. Once the additional information is received, the matter will be reviewed and a response will be provided.
You *** send the additional information by:
Fax: (XXX) XXX-XXXX; or
Mail: Santander Consumer USA Inc.
Attn: Executive Office
1601 Elm St. Suite 800
Dallas, TX XXXXX
Our Customer Service *** be reached directly at X(XXX)-XXX-XXXX. Our hours of operations are: Monday- Friday 7am-9pm CST, Saturday 7am-5pm CST, and Sunday- Closed.
Thank you again for the opportunity to address your concerns.
Sincerely,
SANTANDER CONSUMER USA INC.
Hello and thanks so much for your help.
I am writing to inform you that I have in the meantime been able to reach Santander, escalate the case to their executive management level, and after very many phone calls was able to resolve the case.
They promised to the release the title and close out the loan.
One detail I would like to point out though:
In their response to my initial complaint to the Revdex.com, they claimed not to be able place me or find me in their records.
When I reached a representative that very day however, my complaint was right there and attached to my account - the agent read my exact words to me.
Clearly everyone is aware that they have rather questionable methods, still quite shocking and frustrating if you are in a position where you are forced to work with a lender like them.
I was living in the US on an artist visa, had no credit history whatsoever so their service was my only choice when purchasing a car.
Relieved that chapter is closed.
Many thanks again!
I contacted Santander Company Financial nearly two weeks ago and was apprised that a manager would contact me; however that has not occurred.
I contacted the company on several occasions over the last month to request removal of the late fees on my account. I was informed that a Manager would call me within three to five days to approve my request; however, it has been nearly two weeks and I have yet to hear from any person. Due to the stay home order, I have not worked since March. My financial obligation for rent will not permit me to remit payment for late fees. I offered to pay the remaining principal and interest and $200.00 of the late fees.
I would like the account settled for the amount proposed as I am not gainfully employed.
June 19, 2020
***
*** S. Hill ***
*** CA XXXXX
Re: Revdex.com Case Number: XXXXXXXX
Santander Account Number: ***
Dear Ms.:
We have received your request submitted through the Revdex.com (Revdex.com). Thank you for allowing us the opportunity to address your concerns regarding your account with Santander Consumer USA Inc.
We are aware of the current events that may be affecting our customers, and regret any inconvenience you may have experienced during these difficult times. We are currently experiencing a significantly higher inbound volume than usual, and regret any inconvenience you may have experienced when attempting to obtain more information about your account.
Our records indicate, late fees were assessed throughout the life of the account in the amount of $992.99, in which $609.15 are still unpaid and valid. In an effort to assist you, we have submitted a request to waive $200.00 in late fees on your account. Please allow up to 72 hours for your account to update. The principal balance on your account is $286.53, once the waiver is completed the payoff amount will be less.
At this time, the payoff amount is $897.28 and good through July 2, 2020. This payoff amount is subject to a final reconciliation and accounting and may change if there are returned payments or fees assessed on the account within 30 days of this quote.
Based on a review of the account, we respectfully decline your request to settle your account balance.
Enclosed is a copy of the payment history for your reference.
Thank you again for the opportunity to address your concerns. If further assistance is needed, please contact our Customer Service Department directly at X(XXX) XXX-XXXX. Our hours of operations are: Monday- Friday 7am-9pm CST, Saturday 7am-5pm CST, and Sunday- Closed.
Sincerely,
SANTANDER CONSUMER USA INC.
Enclosures: Payment History
(The consumer indicated he/she DID NOT accept the response from the business.)
At the time Santander offered a response to my complaint, the principal balance was satisfied. Additionally, the company neglected to offer a response regarding their agent's unprofessional behavior. As it relates to the account, the balance reported on the customer account page is inaccurate, not reflecting a total balance owed/due. There is no communication on how the late fees are expected to be paid.
July 8, 2020
***
*** Hill ***
*** CA XXXXX
Re: Revdex.com Case Number: XXXXXXXX
Santander Account Number: ***
Dear Ms.:
We have received your most recent request submitted through the Revdex.com (Revdex.com). Thank you for allowing us the opportunity to address your additional concerns regarding your account with Santander Consumer USA Inc.
We apologize if you feel that you have been treated in an unprofessional manner by one of our customer service agents. Our customers' concerns and experiences are of the utmost importance to us.
Our records indicate your account was paid in full on June 30, 2020 and now reflects a zero balance.
Please note since the date of our last correspondence, on June 17, 2020, a payment of $286.45 posted to your account and was allocated to late fees. On June 18, 2020, late fees in the amount of $200.00 were waived. On June 30, 2020 a payoff payment of $697.10 posted to your account, in which $286.53 was applied to principal, $1.42 to interest and $409.15 to late fees.
Enclosed is a copy of the payment history for your reference.
Thank you again for the opportunity to address your additional concerns. If further assistance is needed, please contact our Customer Service Department directly at X(XXX) XXX-XXXX. Our hours of operations are: Monday- Friday 7am-9pm CDT, Saturday 7am-5pm CDT, and Sunday- Closed.
Sincerely,
SANTANDER CONSUMER USA INC.
Enclosures: Payment History
Company reported a settled account from 2016 as derogatory (charge-off) on my credit report as of April 2020.
In 2016 my auto loan was settled with my creditors, Gateway One and a derogatory mark was reported on my credit report. In December 2019, Gateway One was acquired my Santander Consumer USA. In April 2020, SCUSAGateway reported the same derogatory charge off on my credit report. The settled account was transferred from my original creditors to the new company and issued a new account number. Now I have two derogatory marks on my report for the same settled account. Santander Consumer USA was never my creditor or lender.
Removal of the 2020 charge off derogatory mark on my credit file.
June 19, 2020
***
*** XXXXX
Re: Revdex.com Case No.: XXXXXXXX
Santander Account No.: ***
Dear Ms.:
We have received your request submitted through the Revdex.com. Thank you for allowing us the opportunity to address your concerns regarding your account with Santander Consumer USA Inc.
We regret to learn about your experience regarding the credit reporting associated with the above-referenced account and we do wish to assist you in this matter. Our customers concerns are of the utmost importance to us and we appreciate your feedback regarding this matter.
We have confirmed that the account was settled with Gateway One Lending & Finance (Gateway) on November 4, 2016, however, they did not waive the remaining balance on the account per the settlement, causing the account to be transferred to Santander Consumer USA Inc. in error. On June 9, 2020 Santander Consumer USA Inc. waived the remaining balance owed on the account.
The Fair Credit Reporting Act requires that we accurately report account information to the credit reporting agencies. We provide account information to the four major credit reporting agencies: Experian, Equifax, Transunion, and Innovis, however, reporting may differ between agencies. The customer may need to contact the agencies directly regarding any differences between reports.
After a review of the account, we are submitting an update request to the credit reporting agencies to delete the tradeline associated with the account. Please allow up to 30 days for the update to be processed by the agencies.
Please contact Gateway or the credit reporting agencies directly to dispute the reporting of the account by Gateway.
Thank you again for the opportunity to address your concerns. If further assistance is needed, please contact our Customer Service Department directly at 1(888) 222-4227. Our hours of operations are: Monday- Friday 7am-9pm CDT, Saturday 7am-5pm CDT, and Sunday- Closed.
Sincerely,
SANTANDER CONSUMER USA INC.
(The consumer indicated he/she ACCEPTED the response from the business.)
Business agrees to delete tradeline in credit reports, as requested.
I financed my car through Santander Consumer USA and I totaled my car in September of 2019. I had active car insurance as well as gap insurance when my car got totaled and even though Santander was paid by my insurance and gap insurance, Santander is still saying that I owe them $1,788.69. On 5/4/20, I called Santander and requested an itemized list of my payments as well as everything that was owed and paid by my insurance and gap insurance for the total loss and I was told that they would email me and send a copy of that information to my address which I never received. I called Santander again on 5/11/20 to let them know that I hadn't received the requested information and was told that they couldn't email it to me but that they would send it to my address again. Both times my address was verified and I currently still have not received that information. I was also told that until I pay them, the balance will continue to accrue interest.
Product_Or_Service: 2012 Dodge Avenger
Account_Number: XXXXXXX
Explanation of Charges I would like Santander to send me an itemized list of all payments as well as what was owed and paid to them by my insurance and gap insurance to validate the remaining balance.
June 18, 2020
***
*** XXXXX
Re: Revdex.com Complaint No.: XXXXXXXX
Santander Account No.: ***
Dear ***:
We have received your request through the Revdex.com. Thank you for allowing us the opportunity to address your concerns regarding your account with Santander Consumer USA Inc.
Our records indicate the following terms of your Retail Installment Sale Contract (Contract):
Date: May 9, 2015
Vehicle: 2012 Dodge Avenger
Amount Financed: $12,129.00
APR: 19.79%
Term: 72 months
Monthly Payment $289.04 (first payment due June 8, 2015)
In response to your debt validation request, enclosed are copies of documents which validate the debt and the amount currently owed on the account.
In regard to your previous request to receive documents to validate the debt, unfortunately we were unable to send by mail however we sent via email due to the circumstances. We apologize for any miscommunication or inconvenience this may have cause if any.
Our records indicate that the vehicle associated with the account was deemed a total loss on or about September 9, 2020. On that date, the outstanding principal balance on the account was $6,365.53, which did not include outstanding interest or fees owed, if any.
We received a total loss check in the amount of $4,228.45 on October 31, 2019 which was applied to the account effective September 9, 2019, the date of loss.
In addition, the payment history indicates that on December 30, 2016, a Guaranteed Asset Protection Insurance (GAP) payment was received from Protective Asset Protection (GAP carrier), in the amount of $665.84. This reduced the remaining principal balance owed on the account to $1,513.17. Our records show that no other refunds or payments were received after that date.
Please note that it is the customer's responsibility to continue to make payments on the account until all insurance proceeds or ancillary products refunds are received and the account reflects a zero balance.
Please understand that Santander does not determine the amount that either the insurance or the GAP carrier elects to pay. We respectfully suggest that you contact the Insurance Provider and/or the GAP administrator for a further explanation of their decision.
Additionally your charged off on April 30, 2020 when the account became over 120 days past due. Please note that no interest is accruing at this time due to your account delinquency being over 120 days past due.
However, if your account starts to receive active treatment (payments applied) and goes below 75 days past due, interest will go back to the contractual agreement rate. At this time your account is 171 days past due.
Thank you again for the opportunity to address your concerns. If further assistance is needed, please contact our Customer Service directly at X(XXX)-XXX-XXXX. Our hours of operations are: Monday- Friday 7am-9pm CST, Saturday 7am-5pm CST, and Sunday- Closed.
Sincerely,
SANTANDER CONSUMER USA INC.
Enclosures:
Contract
Payment History
GAP Contract
Holding Overage Payments 30 days
My car was recently totaled and has been paid off. This has been one of the most difficult processes I have ever experienced. I had to make several calls to customer service to get forms faxed or emailed to the Gap Company. Eventually, I had to get them emailed to me so I could send them, because your folks never did. I was cc'd on the letter that was sent to the Santander Bank dated 5/6/20 from the Gap Company stating that the check was sent in the amount of $5,586.06. It took over 20 days for the check to be applied to my account. Now I am being told that the overage of $332.23 will not be released until 7/2/20. Willing you be paying me the interest you are collecting while you hold this money. This is ridiculous and please don't use COVID as an excuse for things getting delayed. My car was recently totaled and has been paid off. This has been one of the most difficult processes I have ever experienced. I had to make several calls to customer service to get forms faxed or emailed to the Gap Company. Eventually, I had to get them emailed to me so I could send them, because your folks never did. I was cc'd on the letter that was sent to the Santander Bank dated 5/6/20 from the Gap Company stating that the check was sent in the amount of $5,586.06. It took over 20 days for the check to be applied to my account. Now I am being told that the overage of $332.23 will not be released until 7/2/20. Willing you be paying me the interest you are collecting while you hold this money. This is ridiculous and please don't use COVID as an excuse for things getting delayed.
that the funds be released.
June 18, 2020
***
XXXXX *** XXXXX
Re: Revdex.com Complaint Number: XXXXXXXX
Santander Account Number: ***
Dear Ms.:
We have received your request submitted through the Revdex.com (Revdex.com), regarding the above-referenced Santander Consumer USA Inc. (Santander) account. Thank you for allowing us the opportunity to address your concerns.
We regret to learn about your experience and we apologize for any inconvenience you may have received while attempting to process the Guaranteed Asset Protection (GAP) insurance claim on your account and receive an over payment refund. Our customers' concerns are of the utmost importance to us and we appreciate your feedback.
Our records indicate that the account was considered a total loss by your insurance provider on March 19, 2020. On April 16, 2020, we received a total loss check for $15,058.44 and posted to the account as of March 19, 2020, the date of the loss.
On May 28, 2020, we received a check from your GAP provider in the amount of $5,582.06, and backdated the check to May 20, 2020. After the GAP proceeds were applied to the account balance, an overage of $332.23 is owed to you. Please note that all payments received to pay off an account are subject to final reconciliation.
Unfortunately, our records indicate that the GAP check was not mailed to Santander Consumer USA Inc. until May 6, 2020, and we do not have control over mailing time. Please be advised, until our Accounting Department reviews the over payment of $332.23, the overage will not be released until July 2, 2020.
We respectfully decline the request to pay interest on the overage refund check of $332.23.
Enclosed are copies of the Payment History on the account.
Thank you again for the opportunity to address your concerns. If further assistance is needed, please contact our Customer Service Department directly at 1(888)-222-4227. Our hours of operations are: Monday- Friday 7am-9pm CDT, Saturday 7am-5pm CDT, and Sunday- Closed.
Sincerely,
SANTANDER CONSUMER USA INC.
Enclosure