Date Received: 2020-09-04
Issue: Struggling to pay your loan
Subissue: Lender trying to repossess or disable the vehicle
Consumer Complaint: Due to corona virus I got behind on my payments. I emailed santander consumerusa.com and never got any reply. They say they tried to contact me but I never got a phone call, they didnt try to work with me. They never tried to call my husbands number or email or mail me anything. This morning I woke up to my car being repoed. They have since deleted my account on there site and are telling me I have to come up with the entire past due amount plus fees. I have no clue where to turn or what to do. Also my husband cant work right now because he has a XXXX XXXX XXXX. I also cant access any of my information as they have closed out my info on their website.
Company Response:
State: IN
Zip: 460XX
Submitted Via: Web
Date Sent: 2020-09-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-04
Issue: Problems at the end of the loan or lease
Subissue: Problem with paying off the loan
Consumer Complaint: This a follow up response to Complaint ID # : XXXX This was literally a copy and paste response which means Santander Consumer USA Inc, refuses to accept accountability. Santander is CURRENTLY involved in a multi-state lawsuit and is owed millions of dollars in settlement to consumers. Why do you fail to see this was the entire basis of the lawsuit? Why are you still expecting to receive {$30000.00} for a {$14000.00} car? The interest rate was 26 %!! That is financial XXXX! You preyed on consumers who were in vulnerable positions and financially screwed them over for life! This is the basis of the lawsuit! Excerpt from your response to my complaint ID # : XXXX " 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. '' From the Office of the Attorney General press release. " Based on the multistate investigation, the coalition alleges that Santander, through its use of sophisticated credit scoring models to forecast default risk, knew that certain segments of its population were predicted to have a high likelihood of default. Santander exposed these borrowers to unnecessarily high levels of risk through high loan-to-value ratios, significant backend fees, and high payment-to-income ratios. Santander also improperly underestimated risk by turning a blind eye to abusive practices by the dealers originating many of these loans and failing to meaningfully monitor dealer behavior to minimize the risk of receiving falsified information, including the amounts specified for consumers incomes and expenses. Finally, the coalition alleges that Santander engaged in deceptive servicing practices and actively misled consumers about their rights, and risks of partial payments and loan extensions. '' The settlement also includes significant consumer relief by way of loan forgiveness. In all, Santander has agreed to waive the deficiency balances for certain defaulted consumers, with approximately {$430.00} XXXX in immediate forgiveness of loans still owned by Santander, and additional deficiency waivers of loans that Santander no longer owns but is required to attempt to buy back. Santander will waive a certain number of XXXX consumer loans for a collective value of approximately {$35.00} XXXX. In the event that Santander is able to buy back certain loans, additional XXXX loans totaling approximately {$27.00} XXXX could be waived. Going forward, Santander can not extend financing if a consumer has a negative residual income after taking into consideration a list of actual monthly debt obligations. Additionally, Santander is required to test all loans that default in the future to see if the consumer, at the time of origination, had a negative income. The test must include an amount for basic living expenses. If the loan is found to be unaffordable and the consumer defaulted within a certain amount of time, Santander is required to forgive that loan. Santander is barred from requiring dealers to sell ancillary products, such as vehicle service contracts. Santander will also implement steps to monitor dealers who engage in unlawful practices such as income inflation, expense inflation, power booking, and Santander will enact additional documentation requirements for those dealers. Further, whereas Santander previously allowed these problematic dealers to waive documentation requirements on income and expenses, Santander no longer will allow such exceptions. If Santander has to use a default mortgage or rent payment value, the amount input must reasonably reflect the payment value for the geographic location. Finally, Santander will maintain policies and procedures for deferments, forbearances, modifications and other collection matters that all employees must follow. '' You argued THAT statement in court and still lost so what are you trying to convince me of? You are a disgrace to the financial sector and would like to be done with your company as soon as possible. I would like to know when you will be providing relief to customers from this lawsuit. That was the reason I reached out to the CFPB because you refused to acknowledge any of my letters sent to your company. You keep referring people to this website that does not have any up to date information or timeline. Based on the lawsuit, you should be providing relief to customers. If you are going to be offering relief in the future, why not do it now? I am not putting my life on hold for you after you financially XXXX me. Remove this alleged debt from my report! Expeditiously!
Company Response:
State: ND
Zip: 58501
Submitted Via: Web
Date Sent: 2020-09-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-04
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: I have a loan with SANTANDER. I have always made my payments on time. For some reason I realized that there was a late payment on my credit report. As you can see, I have always had a stellar payment record with this company. I tried contacting XXXX, XXXX, XXXX, and SANTANDER with no successful resolution. XXXX, XXXX, and XXXX reporting me late. There was definitely an error on their part. I was never 30 days late ( XX/XX/2019, XX/XX/2019 ) and I was never 60 days late ( XXXX XX/XX/2019 )
Company Response:
State: GA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-09-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-04
Issue: Struggling to pay your loan
Subissue: Lender trying to repossess or disable the vehicle
Consumer Complaint: i listed everything with the attachments but they have been calling me like crazy sending tow trucks to my house and harassing me the car leaks fumes and has electrical problems. The person who had the car before me modded it was a drag car and i have been exposed to carbon monoxide so have my children.
Company Response:
State: PA
Zip: 15001
Submitted Via: Web
Date Sent: 2020-10-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-03
Issue: Attempts to collect debt not owed
Subissue: Debt was result of identity theft
Consumer Complaint: I am a victim of identity theft and this debt does not belong to me. Please see the identity theft report and legal affidavit attached.
Company Response:
State: SC
Zip: 29223
Submitted Via: Web
Date Sent: 2020-09-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-03
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: This account is not reporting correctly. This was a corporate loan that did not require a personal guarantee. I have disputed this account but no one pays attention to rectifying the needed corrections. This account was paid off and not late.
Company Response:
State: CA
Zip: 902XX
Submitted Via: Web
Date Sent: 2020-09-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-03
Issue: Managing the loan or lease
Subissue: Billing problem
Consumer Complaint: Follow-up of previous complaints as this story continues to unfold and Chrysler Capital continues to act increasingly deceptive. On Monday, I phoned and after a lengthy discussion of getting none of my actual questions answered surrounding the automatic payment enrollment missed by Chrysler Capital the agent blind transferred me into the VM of XXXX XXXX ( spelling? ) I left a message and of course have not been called back. I've tried to call back in for her, impossible. " No personal extensions. '' " no one by that name. '' etc. I am currently on hold with employee # XXXX who " can not find my account '' and needs to research it. She can't transfer me either ... So, not only will Chrysler Capital not provide information or any actual input into the issue at hand - how the auto-pay wasn't setup and instead just says " too bad, '' now they refuse to take calls, transfers, or speak in any capacity. You can't do this online, via their terrible customer experience web interface, you can't talk to a rep for answers, and you can't resolve anything w/o getting patronizing answers about making a payment. I've just been transferred again to someone and am on hold yet again. It is astounding to me this company is allowed to treat customers this way without any repercussions. I also reached to an executive on XXXX who assured me someone would phone me - he asked for my acct # and everything. Still nothing. So, it's amazing they " KNOW '' the auto-pay was not an error, but don't know ANYTHING else and can't even transfer a call or make a callback. Chrysler Capital has caused this mess and their resolution process makes it obvious they don't have an answer ... just hoping the customer gives up isn't how you regulate a business in financial services. I will continue this for as long as it takes to get what is right. *update - still on hold and XXXX ( sp? ) is still on " the other line '' - agent wants to know how they can help. absolutely not starting over with a 5th agent on this disaster!!!! No emails to complain to, no way to do this online - they are still " researching '' with the tech team about my questions from call # 1 - bet they never call back ... conveniently however they will tell you they " show calls '' in their system. Convenient. I have one phone number and my phone is on me every second of their open hours. 16min and counting on the phone sitting on hold ... resolution is impossible with Chrysler Capital ... 20min in, still " on the phone '' - wants to know what I want ... stated I want a callback from my message I left on Monday. Rep # XXXX assures me they will deliver the message. Unlikely.
Company Response:
State: TX
Zip: 75068
Submitted Via: Web
Date Sent: 2020-09-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-03
Issue: Managing the loan or lease
Subissue: Billing problem
Consumer Complaint: Santander keeps on adding additional fees to my account and I have tried to have them fix my account but they keep delaying it and adding more fees.
Company Response:
State: CA
Zip: 92656
Submitted Via: Web
Date Sent: 2020-09-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-03
Issue: False statements or representation
Subissue: Attempted to collect wrong amount
Consumer Complaint: I don't owe the amount that is reported as {$8700.00} charged off. I requested documents to substantiate the amount that Santander is claiming they are owed and I never received any written response with the itemization. RE : Account Details View detailed information about this account. Contact the creditor or lender if you have any questions about it. High Credit Owner INDIVIDUAL Credit Limit Account Type INSTALLMENT Terms Frequency MONTHLY Term Duration 7 Balance {$8700.00} Date Opened XX/XX/XXXX Amount Past Due {$8700.00} Date Reported XX/XX/XXXX Actual Payment Amount Date of Last Payment XX/XX/XXXX Date of Last Activity Scheduled Payment Amount Months Reviewed 80 Delinquency First Reported XX/XX/XXXX Activity Designator Creditor Classification UNKNOWN Deferred Payment Start Date Charge Off Amount {$15.00},
Company Response:
State: FL
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-09-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-03
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: Santander USA has lost a lawsuit which alleged illegal practices for 35 states. It is attached. I will be entitle to compensation based on this lawsuit. All 3 credit bureaus have incorrect information submitted to them by Santander which shows my account as a charge off with money due to them. I have requested an extensive amount of information from Santander which they did not provide. That letter is attached. They can not validate the debt, loan terms are incorrect on my credit, they charge more than stated per the contract, charged more interest than the principal, fees that are not valid, never supplied me with any charge off information or why when I was STILL PAYING on time during their alleged charge off month of XX/XX/XXXX and OVERPAID according to my statement from XXXX until present. This is my last step before small claims court and they will not even provide me their legal address to serve them papers. This company has devastated consumers including me and after 8 years and paying them XXXX for a XXXX vehicle its enough. They even have listed my vehicle as a commercial vehicle making the contract null and void.
Company Response:
State: MI
Zip: 48167
Submitted Via: Web
Date Sent: 2020-09-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A