Santander Consumer USA
Reviews and Complaints

I purchased a vehicle in 2008 for 13, 000 and after 3 years of excellant payments history I fell into hard times and asked for a loan modification request. I submitted the paperwork and "they lost it 7 times" collectors kept calling. They finally called and then said we will put the two payments your behind on the end of the loan. And the loan modification department would then call me. They never did. The collectors call every day and I repeated tell them to transfer to me to someone that can help me and they say they cant. Now I am two months behind again because they refuse to modify the loan. All told if I satisfied the obligation I would pay a whopping 25, 000 for a 13, 000 loan. And we wonder why our credit is so crappy in this country. Ps they said they cant help my at all until the loan is in default. Is that really true? Best of luck to all who have to deal with these unscrupulous people. Acct # [protected]

My husband and I had a car loan which santander took over and from day 1 it was a nightmare. Not only did you get a different story every time you talked to a representative but they were rude, nasty, belligerent, and extremely unprofessional. Almost 90% of our monthly payment went to interest alone. We talked to an agent down at a car dealership and he figured we were being charged up and beyond like 30% and it wasn't fixed like it was suppose to be, our paperwork showed that our apr was only suppose to be like 19%. We became late on our payment because we finally filed bankruptcy and put them in it and everyday they would call and threaten us. We told them we weren't paying to come pick up the vehicle that they were in bankruptcy and gave them our attorney's information. They still continued to call and harass and threaten us on a daily basis.

I originally contacted Santander Consumer USA on 2/22/11, customer service line at [protected] spoke with many representatives many of which have the same poor attitude and place you on hold for 45 minutes or more. My reason to contact them was to notify that I was gonna payoff the vehicle being financed in full on 3/2/11 the representative advised she would notate the account. Apparently the account was not documented at all and it just so happened on 3/2/11 they had repossessed my vehicle in the early AM. I had already mailed out the full payment in the amount of $6000.00. Now I had to deal with retrieving my vehicle back from the repossession company, I made many attempts to get through the line santander had given me to reach the repossession lot they advised they cannot talk with me until I have made necessary payment to santander to satisfy my account, something of which the representative for santander could of told me instead of telling me I needed to speak with repo company. So I made another call to customer service they advised me I would need to send a Money Gram payment to santander they supplied Money Gram payment number advised me they require a total of $1, 900.00 which consisted of $1, 500.00 to bring account to good standing and a repo fee of $400.00. I made payment as requested on same day called santander as requested to supply Money Control Number to verify they have received payment, once verified they gave me another phone number which just so happened to be the repo companies number they gave me earlier to pay additional fee's to start process in retrieving my vehicle the lot charged me a personal items and belonging fee of $85.00 and a vehicle retrieval fee of $150.00 all in all it took 2 days to received my vehicle. after I retrieved my vehicle after all fee's had been satisfied I had contacted Santander customer service to find out what the new payoff value was and was advised it would be $5, 664.33 in which i had already sent $6000.00 so I was told I should be receiving a refund of $335.67, i was told the payoff value was good for 14 days as such it should of taken no more than 3-5 business days for my payment to reach Santander. I went on vacation planned months ago in advance with my vehicle and was epecting that the title for my truck should have been waiting for me in my mailbox to my surprise it was not when I had return from long trip on the 3/21/11. I then went online to check account to verify payment was received, the account not only showed that the payoff was not received but it also showed monthly late payment fee's and interest build after the 14 day payoff quote. I then contacted live customer service via website chat to find out what may have happened, the representative advised they have not received such a payment but will notate the account to expect payment (I began to become frustrated) disconnected with customer service and immediately contacted my bank to verify check was cashed they advised the payment had cleared the account on 3/10/11. I then call Santander customer service and advised Santander had not only lost my final payoff for my vehicle but with teh information my bank had supplied to me Santander had clearly posted my check to the wrong account, the representative stated I would need to supply a copy of the front and back of the check in order to have Santander correct any mistakes that may have been made. I then called my bank again and advised to fax a copy front and back to fax # [protected]. I then called customer service once my bank had provided me with a confirmation number of fax being received and they had advised they did not receive any fax. I hung up frustrated as customer service did not care for correcting the matter but again advised will notate the account. A day went by and as I figured would happen they had corrected the issue over night and applied the $6000.00 check to my account but to my amazement it did not satisfy the loan and a balance of $13.80 was showing as being owed in order to satisfy the account and title to be mailed out in 15 days. I called customer service and attempted to find out what had happened to my money that was suppose to satisfy loan, she saounded frustrated to even have to deal with siatuation and advised I would need to send a letter to Santander explaining the entire situation I have endured in order to get a refund for the mistakes that have taken place on my account. I then call customer service once again to find out what had happened to the payoff quote that was originally given, they began to tell me that was not the payoff value given it was the balance owed after I had already confirmed with another representative on 3/3/11 it was in fact the payoff for the vehicle, they also advised that I would have been unable to had paid the repossession fee of $400 as it was not posted owed on the account until 3/15/11 when I was already advised by previous customer service reps at original repo date 3/2/11. The customer service representative then advised there is a balance showing on the account of $13.80 and this is a payoff which is good until 4/15/11, I was extremely frustrated by now and advised I would like to speak with management on the matter, I was placed on hold and a manager had gotten on the phone advising he would like to waive the remaining balance of $13.80 to satisfy the account and have my title mailed to me within 15 days. I advised the manager on the phone that would be great as to settle the account to stop receiveing interest charges and have my title mailed to me as it was expected more than a week in advance, but the fact of the matter still has not been resolved as I was owed a refund for the mistake Santander had caused to my account loosing the payment and then posting it at a latter timeframe to my account but not reverting the interest and late charges that had posted to my account now that the payment was located. The manager had stated they had received the payment on 3/15/11 and the payment had not been received before the payoff timeframe advised on 3/3/11 to be received on or before 3/14/11 how convenient for Santander to say they received payment sent in the mail a day late. I explained to the manager is it at all possible that a payment mailed out on 3/2/11 could have taken the U.S. postal service to deliver the mail in a total of 13 days which typically takes 3-5 business days. He began to say I dont know what happened to the payment but it was received on 3/15/11. I then brought to his attention I was advised on 3/21/11 that payment was not received so why is it he is saying it was now showing as being posted to the account on 3/15/11. he once again stated i dont know but he will be willing to escalating the matter to higher management to resolve. I then advised him I dont like playing the run around just satisfy the account waive the fee mail out my title as I will be filing a lawsuit against the company for same.

OMG So I woke up this morning to NO CAR! When I called Santander to ask them if there was any reason to take my car (before I called the police FREAKING OUT ) They explained to me that I was 96 days past due when I asked them on what they told me I owe them 3, 500 in FEES ! Yet I sent them a total of 3 car payments for this year even thought my loan was matured 1/22/11 the man confirmed with me that they recvd jan feb and march? - I had known that I owed a couple because since they took over my loan from Triad, I have had nothing but problems, cashing pymts WEEKS after I sent them, whatever so I didnt mind sending what was noted on a bill... I talked to a Shaniqua - Maria and Silvia today.. they tell me to pay it in FULL or 940.00 today to do a modified Loan for 12mths Who in there right mind wants to loan with them EVER! so I say fine whatever lets get it done, unfort I do not have 3, 500 to drop on these F''ers so I ask for the loan..thinking I will just pay it in 2 mth and be done well now they tell me that I have to wait for the payment to post (24hours) yet they have already taken it out of my account, and I have to call them tomorrow to make sure that everything is processing, then I have to wait for them to email me Loan papers then fax them back then call them again, can take up to 5 days to do this and APPROVE THE LOAN ! WAIT WHAT its not approved? well News Flash they have F'd up my credit so bad what if they DONT APPROVE IT! not only do I NOT know whats going on but I just paid 940.95 (10.00 conv fee) and my car is going to sit in a lot for at least 5 days 85.00 today and 35.00 everyday it is there just to get an approval .. so if they dont approve it THEN WHAT! Im out money and a car? these people are scamming us 1000% tell me when I make my car payment every month and they cash (same mth) the check how the HELL do I have 11 pymts over 60 days 5 pymts over 80 and 2 pymts over 90 and 3, 500 in FEES ? um I dont know about anyone else but does this sound right to you?

When I sent in my payoff check to Santander, they billed me for a payment the same day they cashed the check for the payoff. When I called to ask for a refund, they insisted that I send them a copy of my bank statement showing the deducted payment. When I asked why, since they can obviously see that they have received the payment, I was told it was simply company policy. Why? They have been getting my monthly payments for over a year now, and don't need a copy of my bank statement to realize they have receved the money. I think it's a scam to keep the money.

After my car loan was purchased in a bundle from CitiFinancial (whom I would do business with anytime) it was nothing but lies, and misleading statements, one after another. I totaled my car shortly after they took my loan, and though my contract clearly stated I had Gap Coverage, several employees told me I didn't have it, and then another told me they didn't even have a copy of my contract! After MONTHS of the run-around, we finally spoke with a rep. who seemed to have her head on straight. We explained to her that we could not purchase another vehicle until we had finished with the loan with them. She offered us a payoff amount, and said that within 24 hours of payment we would receive an email stating the account was complete. We waited 48 hours to be safe, and were then told by another rep it would be there within the hour. The next day another rep said at least another 48 hours, followed by another rep contradicting the others and saying it would be two weeks at least, followed by another who said it would take another fourteen to thirty business days to process the letter! At which time we informed them we would be contacting an attorney and the state Attorney General. We were promptly hung up on. A few days later we were informed by our insurance company that they in fact had a copy of the finalized contract, because it must be given to them upon final payoff as per law. We have yet to receive a copy, and I have recently found that this group of liars has also dinged my credit by over 100 points in supposed "late payments" and "failure to pay". As I said at the start we were not with the company long enough to have had the number of problems they are assessing. We have all our records of the date and times they cashed our checks (days before they were due) and yet our payments never seemed to hit the account until twenty four hours after they were late. Between the lies and deceitful business practices, I cannot believe this company still exists!

I am trying to refinance my property and as per the refinancing company, there is a tax lien on the property. I called Sovereign bank, the carrier of my mortgage, and asked them to investigate. I pay them the mortgage as well as the taxes which they disburse to the city of Boston on a quarterly basis. I requested for the investigation on March 4, 2011 and have made several phone calls to no avail. When I called on March 11, 2011, they told me that the research has already been done and there is no such tax lien. It is already March 25, 2011 and I still have not received the letter despite all my phone calls to them to follow this up. They have such incompetent employees and a very inefficient system! I already sent them a letter of complaint and reporte them to the Better Business Bureau. They deserve nothing less than my wrath!

My husband and I purchased a 2002 Toyota Tundra hrough Parker Toyota in Cda, ID in March 2005. We have been paying $576.09 per month and maturity date is April 15th, 2011 minus the 6 extensions we have had. We have had a hard time paying every payment on time, and found out they were/are charging us a $6.50 per day late charge, plus another $28.80 late charge. Our maturity date is April 15. 2011 and still owe $14, 000.00. They are charging us interest upon interest without any knowledge to us they were doing so. I called since obviously we cannot pay the balance in full and they may give us a year to pay it. We haven't signed a contract, nor had any knowledge of the per diem daily interest accural. They have never informed us there was a late fee if we were late. It has never been reported to the credit bureaus we have had a late payment. Again we have never signed a contract through Citi-Financial or Santander USA. I did talk to Parker Toyota where we purchased the vehicle and they did inform me, the contract was to be the same 72 payments of 576.09 . It's not, we need help. Our options are very limited, we have paid on this truck for almost 6 years, and it has not been easy. Now owing $14, 000.00 to have to pay in a year's time, there is no way we be able to do that. We eventually will end up losing the truck, it will be repossessed, and we still will have to pay the $14, 000.

When I tried to see about a payment deferment I found out how bad my account was screwed up! Actually they were depositing money from someone

else's payments and they were still saying I was 110 days past due. When actually I was 100% caught up. After 20 + phone calls and 40 days it is

still not straightened out. I think it is time to give up! I have had many different people tell me different versions about what was screwed up and every time I think they have it figured out, it seems to get worse. Maybe repossession is the only answer?

Glad to see I am not alone. And yes...10 Minutes, 20/20 or somebody needs to investigate this operation.

I mailed a cashiers check almost a month ago to pay off a vehicle loan for a car that I had sold. I was told then that I should receive the title in 10-14 days if sent by certified funds. I called today to see why I still haven't received my title. Seems they received the cashiers check four days after I mailed it, posted it the next day...but are holding the title for 30 days! According to a "manager" there, my State requires that. Get real! After calling the State DMV, State Board of Financial Institutions and the Attorney General, none of the people I talked to had ever hear of such a law...me neither. I called the guy at Santander back and told him what I found out and he called me back soon after to tell me that the title will be in the mail in two days. Who ever heard of paying a vehicle off and the STATE you live in won't let them send you the title to it? This is bullcrap and something needs to be done with this company. I have filed a complaint with the state and hope they get what they have coming to them. This is a scam if there ever was one!

When Santander took over Citi Financial Auto I have been overcharged for payments I have already made (over $1, 3000),
They now have attempted to repo my truck and have said I still owe more money. Who do we go to for this illegal treatment. I am paying off the truck (The inflated amount that is more than my Citi Fiancial Auto Contract), then I plan to fight them. I do not know another way to keep them from taking my vehicle. They said if I pay them they will send the title and stop the repo. This is completely illegal this company is out of the country so do we go to the Federal Government, State, who controls these crazy people and how does Citi Fiancial Auto sell my paper and change the terms?

In 2010 I filed a Ch 7 Bankruptcy that was discharged in July of 2010, and I reaffirmed that I wanted to keep my 2006 Toyota Solara financed thru Citi-Auto Credit. In August I made 2 payments. Then I received a letter that Santander was going to service my auto loan. After that initial letter, I NEVER received any information about where to send my payments, what was due---NOTHING! No letter, no phone call, no email--NOTHING. I tried calling Citi-Auto Credit, they simply told me they weren't taking payment anymore. So 5 months go by and I get a phone call telling me that my car is out for reposession. To make a long story short. I sold the car to the local Spokane Toyota dealer and then had it refinanced--papers signed, sealed and delivered on February 7th, 2011. Santander was overnighted the payoff, the check cleared the bank and everything was fine--so I thought. On Thursday February 24th around 9am, a tow truck shows up hooks up my car. I went out and showed the repo guys the paperwork that the car's lienholder was new that Santander has NO interest in the car. They didn't care they towed it away. I called Santander and they said "there must have been a glitch in our system, that wasn't supposed to happen. Your car was paid off completely on February 13th. They apologized and promised I would have my car returned to my within an hour. THAT DID NOT HAPPEN. I had to call the company in Michigan that hired the repo people here in Spokane to get the car released. Finally around noon, I get a call from the local repo people telling me their insurance does not allow them to deliver a vehicle, but they would come pick me up and take me to get my car. They finally showed up around 1210pm, and I got my car after signing release papers and once again my car was in my posession. Santander TOTALLY SCREWED UP, and I had to take almost 4 hours out of my day to straighted something out that NEVER should have happened. They are a PISS POOR organization and I will NEVER do business with them ever again. I may contact an attorney and sue them. They Suck!

This compant has complaints about them, and have not resolved any of the issues. My complaint is I had bought a vehicle had it 6 months, paying car not every moth, bought extended warranty with states it covers the engine, which blew a month ago. It will cost 3100 dollars to fix, I paid 1800 dollars for the warranty. I think the engine was bad from jump. I cant afford 3100 dollars, what kind of rip off is this. This company has not responded back with me yet. I feel like they know the car was a lemon. I refuse to pay another note.

My car was totaled and the GAP insurance did not cover the whole amount of the loan. Santander lowered my monthly payments to "help me out". The new amount due was $193.01 a month. I received a letter from them stating if I made the payment beginning in September 2010 and each month thereafter I would be current on my account and my loan would be paid off in 2013. Since I am making payments on a car I don't own, I was paying more than what was required of me. My husband and I began receiving calls that our account was late. I called them twice to explain that their records were wrong and there was no way we were behind since I had been paying more per month than what I was required to pay. They put the note in my account but still kept calling. I continued to make my payments. I tried to log in to my online account with them a week ago and found it disabled. I called them and they told me my account was more than 100 days delinquent and was "charged off". I could not believe this since I have made a total of $2500 of payments since September 2010 and only obligated to pay $1158. I was frustrated since their representative told me there was nothing he could do and could not explain why we were behind when I had obviously overpaid. My husband has called every day this last week to try to get to talk to a person that can explain why we are behind when we have overpaid. No managers are around, they are always in meetings, and the representative tells him that they can't look back into our records to tell us why. They are very rude to him when he calls. What recourse do we have as consumers? It seems that they are the ones stealing my money and saying we are behind...now my account is in collection. Please HELP!

Married, faxed 7 copies of documentation for name change on loan and title. Santander lost paperork several times, took over 3 months to have name change on loan and "REFUSE" to change name on title or send me copy of title so that I can register my truck in the correct last name. They state that the "Texas Department of Public Transportation" have to call Santander and request a name change to title. RIGHT! DPS office laughed then I told them that, now I have a truck that I can't register in my married last name! Santander was blaming every one of their departments for this and refuse to help me get the correct name on my title. BUT hey they still take my money every month!

When my account was transfer and was taken over by santander consumer usa, from the beginning until this day is been nothing but harassment with the so called customer service representative, they are extremely rude, unprofessional, no attention to detail and care less on what you have to say. Their main goal is to screw you over with the fees. They don't give you accurate information and everybody makes their own policy. I been giving the run-around for weeks now.
I was told that I couldn't do a partial payment because of my maturity date, so because it was over $1, 500 I was not able to come up with that high amount. I paid them $780.00 but they still wouldn't take the rest of the amount unless it was in full. Now my account was reported to the credit bureau and when I talk to somebody today they said "if I would've paid at least $500.00 that my account would've been current" but because of their lack of communication it was never informed to me until today.
Thank god that I don't have to deal with rude people after this payment! Worst experience ever! If this is the last company standing I will never ever buy a car!

Good luck to everyone that has to deal with them. : (

While he was in boot camp I received his mail. One day I opened his Sovereign Bank checking statement and found a inactivity deduction for $12.00.

The next month there was another inactivity $12.00 deduction.

I called customer service and explained that my son was in boot camp for 17 weeks. The response was too bad, this is our policy. I attended his graduation where he received his orders. I explained to him the Sovereign Bank policy about his so-called free checking account.

He has now been deployed to the middle east. I have tried to close his account with negative results since my name is not on the account and no one at customer service gives a hoot. I just received his December, statement with a $0 balance. Luckily, I was able to get his military pay into another bank.

I strongly suggest that all parents of military children avoid the Sovereign Bank or lose your children's money.

I bought a car through a Used car place, I did not not know the bluebook value was, I'am not in that bussiness of knowing, well the car dealer went out of bussiness, told me I could bring my car back in a year or so as a trade in, I went back to them, they told me All they could give me was 3- 4.000.00 trade in, when I originaly bought the car, it was for 12. 000.00 was being Finaced for, by Citi Financial Auto, well I was never notifified about Citi Financial Auto vanishing, then I found Out a Company From Spain named Santander Consumer has taken over, well I tried my best to see if I could work it out with them, so now I see I have become a Victim like so many others Have... They are threating to ruined my Credit, garnish my Wages, if I dont give them 12, 000.00 more. I already have Paid almost 8.000.00 already to them, My Contract I signed was for 12.000 that, means I will have Paid them 19.000 Totaly for a used Car..They are claiming I owe them because of interest, well I will not be Scammed or let such a Company like that Take me over niether should you, they are Forign Company with Comunism Tathics of Terrorist Actions To the American People

I feel ripped off. what good is an extended warranty on a vehicle you only had 5 months? Me and my husband bought an 04 pacifica 5 months ago. On my way to work it shut down. Had it towed cost us money out of our pocket. Dealership told us that it was the timing belt. It is covered under our extended warranty. Called us back saying that the water pump caused the engine to seize and valves messed up also. It will cost 3100 dollars to fix. That is the cost of a new engine. The engine should not have shut down like that. There were no leaks in it, it was not running hot, had oil changes when needed. We paid 1800 dollars for the warranty and you are telling me it is going to cost us 3100 more to get it fix. Honoring warranties is suppose to be honored not ripping us poor people off like that.

Did we buy a lemon?